What is self-service support and why is it so important in 2017?

What is self-service support and why is it so important in 2017?

The customers of today aren’t like the customers of yesterday. Today’s customers are savvy, self-reliant, demand convenience, and are comfortable using Google to find answers to their questions. It’s a generation raised with Amazon, Airbnb, and Uber. Customers prefer to shop, book travel tickets, and order a cab without picking up the phone. They like self-service, and it’s changing how they do things in both their professional and personal lives, from recovering passwords, to booking trips.

(more…)

20 Leading CRM experts to follow on Twitter

20 Leading CRM experts to follow on Twitter

As more and more people have turned to social media to share their views and insights, there is a deluge of data out there, which makes it difficult to those who offer real and valuable insights.

You may be reading a lot of articles and blogs on CRM, but how many of those interest and engage you while offering something new? And – more importantly – how many of those convince you to follow their author?

Below is a list of 20 CRM experts on Twitter who we believe are the top thought leaders on CRM. Some of them are veterans while others are simply enthusiasts who love sharing their views and insights through Twitter and other social media channels.

(more…)

[Infographic] Top trends for customer experience in 2017

[Infographic] Top trends for customer experience in 2017

We see our customers as invited guests to a party, and we are the hosts,” proclaimed Jeff Bezos in 2004. He added: “it’s our job every day to make every important aspect of the customer experience a little bit better.”

13 years on, and today’s customers are getting invitations to all sorts of wild and elaborate parties. So if you aren’t nailing your customer experience in 2017 you’ve every chance that your clients, and potential clients, will slip out the back door and wander off to the banquet next door.

Gartner defines customer experience as “the practice of designing and reacting to customer interactions so as to meet or exceed expectations and increase customer satisfaction, loyalty and advocacy.” The customer journey should underpin your strategies for sales, marketing, customer service, and more – essentially any area of your business that touches clients.

(more…)

Onboarding and hiring trends and stats every HR team needs to know in 2017

Onboarding and hiring trends and stats every HR team needs to know in 2017

25 percent of employees leave their jobs within the first 60 days at a company, according to recent research. Imagine that. It sure makes you appreciate how crucial it is for modern organizations to focus on their employee onboarding process.

In fact, a further study shows that companies with a standard onboarding process see 54 percent greater new employee productivity, alongside 50 percent greater new hire retention.

Here, via this infographic, we’re going to uncover some more of the key stats around onboarding and hiring trends in 2017 and beyond. It should help to convince you of the importance of getting your HR tools and processes in order. Read on after the graphic and we’ll give you some helpful next steps.

(more…)