Hear three lightning talks, followed by Q&A, on how to glean meaningful, actionable insights from a large volume of support and customer success interactions and share across Product, Sales, Marketing, and other relevant teams.
Speakers: Sarah Sheikh, Head of Customer Success at Front; Shauntle Barley Head of Growth at MaestroQA; Camille E. Acey, Head of Customer Success at Nylas
Moderator: Hillary Curran, Head of CX at Guru
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The document summarizes a seminar on customer experience and personalization held by Exove and Acquia in 2017. The agenda included a welcome by the CEO of Exove, a presentation on taking customers on a 1-1 journey by a Senior Solutions Architect at Acquia, and a presentation on service design and personalization by the Service Design Lead at Exove Design. The document provides details of the presentations and discussions around understanding customers, their journeys, and driving engagement through personalization.
This document discusses lean product management and how it differs from traditional product management. Lean product management focuses on discovering customer problems through interaction and feedback, experimenting to solve problems, and involving the whole team including developers. The lean product manager works on a problem roadmap rather than a product roadmap, and emphasizes building solutions to problems, measuring results, and learning through experiments instead of predefining requirements and features.
Why flexible working makes your company more attractiveLisette Sutherland
This presentation is for HR professionals trying to retain existing talent and attract new stars.
You’ve heard that flexible working will make you a more attractive employer. You’re afraid that if you offer flexible work options the work won’t get done (i.e., employees won’t work) and your company culture will suffer.
You’d like to be certain that if you offer flexible work arrangements, that the work will get done and that you will maintain that sense of togetherness that you have at the office. So you can be the most attractive employer you can be.
GroupL is launching a new brand that consolidates its various divisions - property & asset management, energy management, recruitment & manpower outsourcing, security management, and housekeeping & cleaning services - under one roof. This will allow it to provide a one-stop shop for all client needs, achieve better economies of scale, and ensure each division's billings are reflected, while maintaining the same great service. The new website, www.groupl.in, will go live by Diwali 2012 and be linked to the individual division sites after extensive SEO work is completed.
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QuickBooks Self-Employed (QBSE) features and how they differ. While QuickBooks Self-Employed also has three price points, they are different from QuickBooks Small Business.
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The document summarizes a seminar on customer experience and personalization held by Exove and Acquia in 2017. The agenda included a welcome by the CEO of Exove, a presentation on taking customers on a 1-1 journey by a Senior Solutions Architect at Acquia, and a presentation on service design and personalization by the Service Design Lead at Exove Design. The document provides details of the presentations and discussions around understanding customers, their journeys, and driving engagement through personalization.
This document discusses lean product management and how it differs from traditional product management. Lean product management focuses on discovering customer problems through interaction and feedback, experimenting to solve problems, and involving the whole team including developers. The lean product manager works on a problem roadmap rather than a product roadmap, and emphasizes building solutions to problems, measuring results, and learning through experiments instead of predefining requirements and features.
Why flexible working makes your company more attractiveLisette Sutherland
This presentation is for HR professionals trying to retain existing talent and attract new stars.
You’ve heard that flexible working will make you a more attractive employer. You’re afraid that if you offer flexible work options the work won’t get done (i.e., employees won’t work) and your company culture will suffer.
You’d like to be certain that if you offer flexible work arrangements, that the work will get done and that you will maintain that sense of togetherness that you have at the office. So you can be the most attractive employer you can be.
GroupL is launching a new brand that consolidates its various divisions - property & asset management, energy management, recruitment & manpower outsourcing, security management, and housekeeping & cleaning services - under one roof. This will allow it to provide a one-stop shop for all client needs, achieve better economies of scale, and ensure each division's billings are reflected, while maintaining the same great service. The new website, www.groupl.in, will go live by Diwali 2012 and be linked to the individual division sites after extensive SEO work is completed.
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QuickBooks Self-Employed (QBSE) features and how they differ. While QuickBooks Self-Employed also has three price points, they are different from QuickBooks Small Business.
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When worlds collide: distributed agile in the public sectorArun Kumar
Distributed teams are becoming more common in both the private and public sectors. Traditional Agile practices do not fully address the challenges of distributed teams. New best practices and tools are needed to support distributed Agile approaches. Effective practices for distributed Agile include visual task management, real-time visibility into work, empowered self-organizing teams, and integrated electronic conversations.
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QuickBooks Payroll provides customer support via phone at +1 (844) 313-4857 from Monday to Friday 5am-6pm PST and Saturday to Sunday 7am-4pm PST. The support number can be used to get help with QuickBooks Payroll, and phone agents are available to assist customers with product-specific questions and using QuickBooks Payroll Online.
The document promotes eSided, a business software company that offers an integrated suite of business applications including ERP, CRM, ecommerce, and more. eSided promises fast order-to-delivery times, consistent delivery on promises, and low purchasing costs for customers. The suite allows different business roles like sales, shipping, and finance to work on one system and share real-time data. eSided also provides strategic consulting and long-term support to help businesses attract customers, increase efficiency and reduce costs. Contact information is provided at the end for those interested in the company's services.
Distributed Lean & Agile Teams in the Public Sector: Lessons LearnedArun Kumar
When Worlds Collide: Distributed Lean and Agile Teams in the Public Sector.
This presentation was given by Arun Kumar, founder & CEO of Kerika, at the Lean Transformation Conference in Tacoma, Washington, on Oct 21-22, 2014.
Over 2,700 attendees attended the conference, primarily from the public sector.
Andrew Richardson has over 10 years of experience in sales and sales management roles. He has a Bachelor's degree in General Business from Missouri State University and an Associate's degree from Ozarks Technical Community College. His resume highlights his success as a top sales agent and sales supervisor at Expedia Inc., where he received numerous awards and developed high-performing sales teams. He also led sales metrics as an agent at Gold Mountain Communications.
Introduction to Addressy - address verification made easyAddressy
Addressy is a faster, easier way to capture and verify addresses on your website. Ideal for website owners and ecommerce professionals, Addressy will deliver instant results - mind-blowing data quality, successful deliveries and a slick online user experience.
Lindsey Software is celebrating 50 years of providing software solutions to housing organizations that help streamline operations and increase productivity. They develop all their software in-house and provide training and support to ensure customers get the most out of their systems. Lindsey works continuously to innovated and meet the growing needs of the housing industry through a wide range of modules that can manage all areas of housing agency operations.
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Quickbooks Enterprise provides phone support at +1 (844) 313-4857 for businesses considering or using their products. Support hours are Monday through Friday from 5 am to 6 pm PST and weekends from 7 am to 4 pm PST. Customers can contact Quickbooks Enterprise by phone for product-specific help or general inquiries.
How cutting-edge email design can achieve outstanding resultsAdestra
Email design base camp presented by:
Victoria Harvey, Direct Marketing Executive Air Charter Services
Rob Pellow, Head of Digital Design, Adestra
Dave Holland, European Regional Director, Liveclicker
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This document lists 10 common myths about product management. The myths include that product management is the same as program or product marketing management, that all customer requests should be built, and that big feature lists or no competition guarantees success. It also myths that individual ideas, platform rewrites, or precise documentation upfront are always needed before building new features. The document aims to dispel these myths and provide a more accurate view of product management.
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QuickBooks Learn & Support Join our QuickBooks Community where entrepreneurs, small business owners, and the self-employed share stories, ask questions, and grow together. https://bit.ly/2XnGcLS
This document discusses best practices for aviation website design. It emphasizes that the design should follow the primary function of the website, whether that is lead generation, credibility/community building, or customer service. It also stresses the importance of targeting the ideal prospects and writing copy that appeals specifically to customers, using simple language and structure. The document provides examples of both bad and good copy. It recommends including prominent contact information and calls to action on every page to encourage visitors to take the next step, such as providing a lead magnet.
Teresa Laraba, Senior Vice President for Customers at Southwest Airlines, discussed what it takes to build a successful customer service organization during her presentation at the 2015 Customer Care Leadership Forum in Dallas on Feb. 26. In her presentation, “It’s a Balancing Act,” Laraba noted that balancing customer service and organizational costs is a major challenge for organizations worldwide.
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Quickbooks Proadvisor Support provides phone support for Quickbooks users and businesses. Their sales contact number is +1 (844) 313-4857 and they offer support from Monday to Friday 5am-6pm PST and Saturday-Sunday 7am-4pm PST. Quickbooks Proadvisor Support offers affordable phone support for Quickbooks users and businesses can contact their support team at 1-844-313-4857 for product specific help.
SixEleven Global Teleservices & Solutions is a 200-seat contact center located in Davao City and Manila, Philippines. It provides business process outsourcing services including customer service, technical support, sales, marketing and data services. The company utilizes state-of-the-art technologies like Asterisk and has rigorous quality assurance processes to monitor agents. SixEleven aims to be a strategic partner to clients by delivering accurate and timely solutions to improve their competitiveness.
The candidate has over 18 years of experience in employment services, consistently achieving targets and adding value to businesses. They currently manage the largest employment site in Australia with over 15 staff and 2,500 jobseekers. Previous roles include managing claims teams, branches, and staff training, showing a proven track record for strong leadership, performance management, and business growth.
When worlds collide: distributed agile in the public sectorArun Kumar
Distributed teams are becoming more common in both the private and public sectors. Traditional Agile practices do not fully address the challenges of distributed teams. New best practices and tools are needed to support distributed Agile approaches. Effective practices for distributed Agile include visual task management, real-time visibility into work, empowered self-organizing teams, and integrated electronic conversations.
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QuickBooks Payroll provides customer support via phone at +1 (844) 313-4857 from Monday to Friday 5am-6pm PST and Saturday to Sunday 7am-4pm PST. The support number can be used to get help with QuickBooks Payroll, and phone agents are available to assist customers with product-specific questions and using QuickBooks Payroll Online.
The document promotes eSided, a business software company that offers an integrated suite of business applications including ERP, CRM, ecommerce, and more. eSided promises fast order-to-delivery times, consistent delivery on promises, and low purchasing costs for customers. The suite allows different business roles like sales, shipping, and finance to work on one system and share real-time data. eSided also provides strategic consulting and long-term support to help businesses attract customers, increase efficiency and reduce costs. Contact information is provided at the end for those interested in the company's services.
Distributed Lean & Agile Teams in the Public Sector: Lessons LearnedArun Kumar
When Worlds Collide: Distributed Lean and Agile Teams in the Public Sector.
This presentation was given by Arun Kumar, founder & CEO of Kerika, at the Lean Transformation Conference in Tacoma, Washington, on Oct 21-22, 2014.
Over 2,700 attendees attended the conference, primarily from the public sector.
Andrew Richardson has over 10 years of experience in sales and sales management roles. He has a Bachelor's degree in General Business from Missouri State University and an Associate's degree from Ozarks Technical Community College. His resume highlights his success as a top sales agent and sales supervisor at Expedia Inc., where he received numerous awards and developed high-performing sales teams. He also led sales metrics as an agent at Gold Mountain Communications.
Introduction to Addressy - address verification made easyAddressy
Addressy is a faster, easier way to capture and verify addresses on your website. Ideal for website owners and ecommerce professionals, Addressy will deliver instant results - mind-blowing data quality, successful deliveries and a slick online user experience.
Lindsey Software is celebrating 50 years of providing software solutions to housing organizations that help streamline operations and increase productivity. They develop all their software in-house and provide training and support to ensure customers get the most out of their systems. Lindsey works continuously to innovated and meet the growing needs of the housing industry through a wide range of modules that can manage all areas of housing agency operations.
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Quickbooks Enterprise provides phone support at +1 (844) 313-4857 for businesses considering or using their products. Support hours are Monday through Friday from 5 am to 6 pm PST and weekends from 7 am to 4 pm PST. Customers can contact Quickbooks Enterprise by phone for product-specific help or general inquiries.
How cutting-edge email design can achieve outstanding resultsAdestra
Email design base camp presented by:
Victoria Harvey, Direct Marketing Executive Air Charter Services
Rob Pellow, Head of Digital Design, Adestra
Dave Holland, European Regional Director, Liveclicker
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This document lists 10 common myths about product management. The myths include that product management is the same as program or product marketing management, that all customer requests should be built, and that big feature lists or no competition guarantees success. It also myths that individual ideas, platform rewrites, or precise documentation upfront are always needed before building new features. The document aims to dispel these myths and provide a more accurate view of product management.
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QuickBooks Learn & Support Join our QuickBooks Community where entrepreneurs, small business owners, and the self-employed share stories, ask questions, and grow together. https://bit.ly/2XnGcLS
This document discusses best practices for aviation website design. It emphasizes that the design should follow the primary function of the website, whether that is lead generation, credibility/community building, or customer service. It also stresses the importance of targeting the ideal prospects and writing copy that appeals specifically to customers, using simple language and structure. The document provides examples of both bad and good copy. It recommends including prominent contact information and calls to action on every page to encourage visitors to take the next step, such as providing a lead magnet.
Teresa Laraba, Senior Vice President for Customers at Southwest Airlines, discussed what it takes to build a successful customer service organization during her presentation at the 2015 Customer Care Leadership Forum in Dallas on Feb. 26. In her presentation, “It’s a Balancing Act,” Laraba noted that balancing customer service and organizational costs is a major challenge for organizations worldwide.
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Quickbooks Proadvisor Support provides phone support for Quickbooks users and businesses. Their sales contact number is +1 (844) 313-4857 and they offer support from Monday to Friday 5am-6pm PST and Saturday-Sunday 7am-4pm PST. Quickbooks Proadvisor Support offers affordable phone support for Quickbooks users and businesses can contact their support team at 1-844-313-4857 for product specific help.
SixEleven Global Teleservices & Solutions is a 200-seat contact center located in Davao City and Manila, Philippines. It provides business process outsourcing services including customer service, technical support, sales, marketing and data services. The company utilizes state-of-the-art technologies like Asterisk and has rigorous quality assurance processes to monitor agents. SixEleven aims to be a strategic partner to clients by delivering accurate and timely solutions to improve their competitiveness.
The candidate has over 18 years of experience in employment services, consistently achieving targets and adding value to businesses. They currently manage the largest employment site in Australia with over 15 staff and 2,500 jobseekers. Previous roles include managing claims teams, branches, and staff training, showing a proven track record for strong leadership, performance management, and business growth.
AIESEC in Oman is looking for candidates to join its National Supporting Team for term 15.16. In the past year, AIESEC in Oman has shown almost 200% growth in exchange results and expanded from 2 to 4 local committees. For the new term, the MC team aims to facilitate 507 exchanges by February.
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Earth Rangers & iContact for Salesforce Webinar (4.7.16)iContact
The document discusses a webinar about how the non-profit Earth Rangers uses iContact for Salesforce for their email marketing. Earth Rangers uses iContact to communicate with members, donors, teachers and others. Integrating iContact with their Salesforce database allows them to leverage existing contact information, track engagement and ROI, and segment contacts. The webinar highlights how iContact and Salesforce integration provides benefits like customizable templates, tracking and reporting features, and support.
CIPR SW AGM 2015 Gemma McGratton, Synergy PresentationCIPR South West
The document provides tips and best practices for effective internal communication campaigns, highlighting the importance of understanding your audience, engaging champions, using creative approaches, getting stakeholder involvement, and measuring success. It also shares examples of successful internal communication campaigns that aligned employees with company vision and values or increased product sales through an integrated marketing approach. The overall message is that internal communication should be a strategic, insight-driven process that inspires engagement through dialogue and two-way participation.
Five Q is a web design and internet marketing firm that works with mission-focused organizations. They have a team of experts with experience in ministries. Five Q focuses on collaboration and building partnerships with clients to understand their organizations and create strategic web solutions that further their missions and produce results, as demonstrated by returning clients.
This document provides a summary of the performance of Suddenlink Communications' Commercial & Advertising Operations (CAO) division for the final month and year of 2014. It discusses revenue and cash flow percentages achieved compared to budgets. It recognizes top-performing account executives, commercial representatives, and other employees. It also outlines CAO's priorities and themes for 2015 and closing remarks from the division's president, Kevin Stephens.
This document is a resume for Magdeline Mary K.S. It summarizes her career experience spanning over 10 years working in roles such as business development officer, customer relations officer, and administrative assistant. The resume highlights her strong skills in key account management, production planning, inventory management, and team leadership. Her most recent role is as a business development officer at RR Donnelley Publishing India where she manages relationships with major customers and ensures on-time delivery.
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We asked 15 of our great Call Center Week speakers: What are your most innovative ideas? We’re proud to share their insights in our complimentary Call Center Innovation | Speaker eBook. Their answers touch on employee engagement, customer service, new technologies, sales tactics and what the call center of the future will look like.
The document is the first issue of a newsletter published by EFS Facilities Services.
In 3 sentences: The newsletter introduces new sections focusing on EFS leaders, projects, and inspirational stories. The CEO message outlines goals for 2017 of maintaining growth while reducing costs through efficiency improvements and expanding skills training. Various articles profile management, highlight employee experiences, and offer advice from industry experts on improving client presentations.
How McArdle Uses Marketing Automation to Win New Business with Self-Promotion...mindfire.agency
See the slides of this free educational webinar presented by Lisa Arsenault, President of McArdle (a Bloomberg company), and Joe Manos, Executive Vice President at MindFire, and learn:
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Employees as Advocates of the Brand - a Rising Trend - Social Media Week 2015.DigitasLBi Nordics
In 2015 one of the biggest Social Business trends will be Employee Advocacy – getting engaged employees to become active advocates of the brand. People buy from people they trust, which is especially true in complex B2B settings.
In this presentation we explore how some of the best companies of all sizes and industries are approaching this – What’s their secrets – and discover how one first mover in Denmark, Danske Bank is establishing trust between customers and the bank by activating their employees on social media.
Covered in this session:
– Knowledge around what it takes to build a capable advocacy program.
– A glimpse into how innovative companies are redefining the relationship-building with their customers.
– Insights into how Danske Bank created an Employee Advocacy Program that had a positive business impact in just three months.
Tinku Mishra is seeking a new position where he can utilize his experience in areas such as depot management, packing, warehousing, and team management. He has expertise in efficient packing systems to ensure on-time deliveries. He understands the need for teamwork and dealing with different departments. His goal is to use his enthusiasm, creativity, and experience to provide strategic leadership to retain customers. He believes his skills would help him perform the new job efficiently and effectively.
Tinku Mishra is seeking a new position where he can utilize his experience in areas such as depot management, packing, warehousing, and team management. He has expertise in efficient packing systems to ensure on-time deliveries. He understands the need for teamwork and dealing with different departments. His goal is to use his enthusiasm, creativity, and experience to provide strategic leadership to retain customers. He believes his skills would help him perform the new job efficiently and effectively.
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This document provides an overview of Orseep, a digital marketing agency. It details their 7 years in business, services offered including SEO, PPC, social media marketing, and more. Examples of client reports are shown covering sectors like ecommerce, SEO visitors for US and India clients, and positive client testimonials praising Orseep's competence, sales increases, and app promotion success. Contact details and background of founder Anand Umraniya are also included.
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Located in Tampa, Florida, EMS Consulting are dedicated industry experts leading the way for transformation with Salesforce. We pride ourselves on personalized service and expert delivery. We specialize in the Financial Services and Healthcare industries, delivering innovative solutions to help customers reduce time to market and add value to the Salesforce Platform. We value our employees and create an environment, both in-person and remotely, where our team can do their best work and experience professional growth.
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Similar to Listening at Scale: How to Glean Actionable Insights from Support & Success (20)
Ideas are great. But they’re infinitely better when you bring them to life and see the impact and results. As Empower comes to a close, this final section will help you identify the most relevant and actionable ideas you’ve gleaned over the past two days, and put them into a plan of action that you can take back and get moving on.
Facilitator: Chris Anderson, Head of Community at Guru
Design a Customer-Centric Organization in the Subscription EconomyEmpower by Guru
Recurring revenue business models have forced companies to rethink how they manage their customer relationships, as well as the way in which they empower the people building those relationships.
Speaker: Allison Pickens, Chief Operating Officer at Gainsight
In a world of feature parity and low switching costs, it’s your front-line people that define a brand. Learn how leading companies empower their people to create unforgettable customer experiences that drive revenue and crush the competition.
Speaker: Christina Crawford Kosmowski, VP, Global Head of Customer Success & Services at Slack
The New ROI: How to Use Knowledge to Drive Tool AdoptionEmpower by Guru
Every team relies on multiple tools to get work done, collaborate effectively, and deliver delightful customer experiences. But how do you ensure tools are properly used across your team? Learn how one enterprise leader has created a virtuous adoption cycle across critical tools centered around regular usage and value-driven adoption.
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The Support Job That Doesn’t Suck: Why Taking Care of Your People is Your Tic...Empower by Guru
Looker is one of the fastest growing SaaS companies in recent history. Throughout that breakneck growth, there’s been one constant - elevating the support function as being seen as more than just “the end of the line”. From early stages, to the awkward teenage years, to building a full blown global support team, Margaret will break down the three keys to success at each stage of scale: hiring, org structure, and data.
Speaker: Margaret Rosas, VP of Customer Care at Looker
How Sales Teams Can Keep Pace with Buyer ExpectationsEmpower by Guru
Buyers are more educated than ever, and their expectations going into a sales conversation are always rising. To keep pace, sales reps today need to be able to answer a wide range of questions, covering everything from nuanced product capabilities and integration options, to security considerations, implementation details, and much more.
Speaker: Astha Malik, VP of Platform and Product Marketing at Zendesk
Building on the earlier session, Doug and Kyle will walk you through a framework and tactical tips on how to build, implement, and nurture a revenue-centric culture at your company.
Speaker: Doug Landis, Growth Partner at Emergence Capital;
Building Bridges: Alignment to Unified KnowledgeEmpower by Guru
CX Track - Building Bridges: Alignment to Unified Knowledge
Information silos are a natural byproduct of explosive growth and acquisitions. See how one enterprise went against the grain and aligned themselves by democratizing their internal know-how.
Speaker: Jason Collette, Senior Director of Field Technical Services at Houghton Mifflin Harcourt
Operationalizing Manager Development: How Sales Enablement Typically Fails F...Empower by Guru
If you have a sales enablement function, you most likely are familiar with “operationalizing” go-to-market initiatives such as playbooks, onboarding programs, product trainings, productivity tools, and persona-based storytelling. What is less clear within Enablement is clarifying what (if any) role do they play increasing managerial performance. As high-growth SaaS companies increasingly promote ICs into management roles, getting this right is critical for long term success.
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Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
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Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
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Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
20. Front is the collaborative inbox for teams. It brings all
your messages, emails, and apps into one platform,
so you can work more efficiently and get the full
picture of every customer.
Nearly 5,000 teams rely on their Front inbox to
manage their email and provide an excellent
customer experience.
20
28. The quality of agents affects the
NPS directly.
MaestroQA is a CX quality platform that helps
15,000 CX agents elevate the quality of
interactions they have with customers.
28
29. ⋆ Record
⋆ Listen
⋆ Analyze
⋆ Track feedback
There are many
ways to listen at
scale. We...
29
30. 30
We have four
categories of
analysis
1. Soft skills
2. Hard skills
3. Customer insights*
4. Product feedback*
Title: “Listening at Scale”
Goal: How do you integrate and share customer insights from a large volume of support and success interactions with your broader team? CS serves as the customer voice, so how do we listen and then speak on behalf of customers effectively? How do you get the signal out of the noise?
Timing:
5 min MAX for slides and an example or 2 of how you "listen at scale"
Template Slides
10-15 min of Q&A with Facilitator (Hillary from Guru)
As was mentioned I am the Head of Customer Success where we provide the communications layer for modern business. I’ve been there for a short while only about two months, but I love the company and the team, and I feel empowered and appreciated every day I’m there.
However, my Empower Moment for today is when I became a mother
This is my son and I the day after he was born. I’d of course spent over nine months being pregnant and several hours unto days delivering him into the world but none of this really prepared me for the power that was thrust into my hands (and his fathers’ hands) at the same moment that this little creature was. All of a sudden there were a million decisions to make and so many more that we could make - where would he go, who would he meet, what would his first food be? But alll that power only lasted a short while...
That little guy grew up and started doing his own thing. Making his own friends and picking his own foods and my role changed and my power shifted.
He’s on his own path now and my role is not to pick everything for him or dictate a vision for his life. It’s to listen to him and nurture him as he blazes his own trail. To protect him from big pitfalls if I can, but mostly to help him be great in his own unique way.
It’s tough to do when you’re dealing with just one little customer and even tougher when we are dealing with hundreds, thousands, or even millions. So how do we do this in a scalable way?
How do we do this in a scalable way?
Oftentimes we get so narrowly focused on what will work when our company is 10X that we fail to realize that the best customer experiences are the ones where customers feel like we’ve listened to them and understood their pain. When we’ve done a little something extra to not necessarily fix the entire system but to reduce their burden and show we care. Our growth comes from these little, sometimes hard to repeat gestures.
Good scale comes to those who listen and deliver. So we check into our customers and potential customers, who they are, what are their jobs to be done, and their painpoints via all the channels available to us: support tickets, CSAT, NPS, Voice of Customer systems, QBRs, demo calls, also inputs from sales and anyone else in the org who touches our users.
As we do that listening, we want to find a regular cadence to pull together all the threads. What issues are rising to the top? The customer team should be leaders in synthesizing customer sentiment and sharing that with the rest of the company.
After we synthesize the painpoints and demands, we have to prioritize them. Not every customer need is going to make the cut. Prioritize the biggest wins, the things that you think will move your team and your company forward, and align on a strategy to appeal to product, Engineering, and leadership. The CS team can be taken a lot more seriously if you are speaking with one voice and not just setting off alarms about *everything* that is wrong.
The third step is delivery. Ideally you are delivering on the functionality the customer wants, a new feature or a bug fixed but sometimes all you have is feedback from the product manager about why it didn’t make the cut and maybe some idea of what it might take to get it prioritized.
The other part of this is expectation-setting. When our companies are small we somehow think that one day we will work through our entire backlog and arrive at a fateful day when our product is feature complete. As we grow and the demands on us grow from all sides we soon become disabused of that.
Delivery is not just giving customers everything they want, it is communicating that you’ve heard them and that you care.
So synthesis of customer sentiment, priority of the few things you and your team will advocate for, and delivery not just of functionality but sentiment -- being clear on where things stand while doubling down on your commitment to their success.
There’s definitely more. So I’m excited to discuss this great topic with the panel and the rest of you.
Front is the collaborative inbox that helps teams work more efficiently together. It brings all your communication channels and apps into one platform, so you can work more efficiently and your customer gets a great experience.
We work with over 5,000 teams so it’s important we listen to all or our customers. But it’s a lot of teams to work with.
A very empowering experience for me was biking across the country
At the time it was the hardest thing I’d ever done
It wasn’t very glamorous
It was windy and cold
There were a lot of big hills (like the rockies)
And days when the most action we saw were cow fields and gas stations
But we made it, in spite of how miserable it sometimes was
And it felt special that we were a group of just three women doing it on our own
And it taught me that I could do hard things
It taught me, by necessity, how to fix my own bike (also not very chic) which I never thought i’d be able to do
And it gave me the confidence to take the job that i have today -- which i was definitely unqualified for when i took
MaestroQA is the leader in CX quality software
This is why we exist …. The quality of agents affects the NPS directly.
We help our customers
elevate the quality of agent-customer interactions
build more human relationships (and ultimately)
improve NPS
MaestroQA is a CX quality platform that helps 15,000 CX agents elevate the quality of interactions they have with customers.
There are many ways to listen at scale
But I’ll be sharing what we do most uniquely
This is also core to how we help our customers listen at scale, uniquely
It starts by recording all of our customer facing interactions
This includes success calls
Sales calls
Live chat
We have people, people part of their job responsibilities are to listen to a portion of these conversations every week
When we listen, we look out for four categories of things that we care about
We have four categories of analysis
Feedback to the individual on our team on softskills improvements
Sometimes we interrupt
Sometimes we don’t engage in small talk enough
Information like hardskills
Is this the right information being presented, are people asking the right questions
Interesting customer insights
Other tools they’re using
Ask questions and we realize we can turn that into a blog post
We look for two emotional responses from customers
Confusion and excitement
We’ve learned that customers are confused about our pricing page, or a workflow set up that’s confusing
And that people are excited by automation
Product feedback
Mismatch in workflow and product
Or cumbersome product experiences
We run this process through MaestroQA
On the right side, is the customer interaction, this is an example of what a live chat would look like
IF it’s a zoom call, there would be a link there
We document this feedback through a structured scorecard in maestroqa
Scorecard:
Employee
Soft skill
What were the areas of soft skills improvements
Was this an interaction that makes me proud to work at Maestro?
Hard skill
Did the person give accurate and clear information
Insights
Customer
Were there any moments of customer confusion
Were there any moments where the customer was excited
Product
Clunky experiences, mismatched workflows?
We collect the insights from this process in pivotal
Feature requests
Integration requests
Mentions of hipaa compliance
Additional notes: Before we started using maestro for this workflow, the ceo and product people would sit in on success calls, this wasn’t scalable.
For sales and success, this started to be a way to train sales people on soft skills,
How do you integrate and share customer insights from a large volume of support and success interactions with your broader team?
CS serves as the customer voice, so how do we listen and then speak on behalf of customers effectively?
How do you get the signal out of the noise?