When building a customer success team and making your case for more investment in the initiative, the most striking misunderstanding you may have come across is that a customer success team is a cost center and just provides really good customer support. Let’s set the record straight – a customer success team does provide excellent customer support, but it’s also a powerful revenue engine.
According to Gainsight, companies with a dedicated customer success team – focused on identifying at-risk customers and getting them back on track – see a 24% lower churn rate than companies without one. Reducing churn is key to growing the bottom line.
In addition to reducing churn, a customer success team increases the lifetime value of an account. Over time, account revenue can grow to be many times larger than the customer’s year 1 value. As a customer success team increases customer lifetime value, they can actually produce as much or more revenue than the sales team over the lifetime of the customer.
So, you had them at revenue engine. Management wants you to build a customer success team.
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Tags: channels blog, Cisco Partner, customer service, Customer Success, Customer Support, revenue engine
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only modest acting success before being cast as the half-human, half-Vulcan in 1964.
Among the many attributes Spock had, two relate to the modern contact center and customer experience paradigm.
First, Spock’s primary attribute was an extreme affinity for logic. No matter how far off the handle Captain Kirk had gone, he could always be counted on for a logical response to any situation His almost robotic responses were cold, even if they were effective.
The tides are shifting in the contact center world in this regard. Companies are revisiting the notion of scripted and tightly controlled customer conversations with contact center agents. Since most of the calls, chats, and texts come into contact centers as exceptions after customers have attempted other business processes, it is imperative agents use positive language and more conversational approaches. This is critical with customers who may be as “off the handle” as Captain Kirk could become!
The Human Focus
Second, Spock had an affinity for calling humans “carbon based units” Read More »
Tags: Cisco, collaboration, contact center, customer service, Spock, star trek
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis, and Louis Armstrong among many others. Included in his many contributions to music is his famous half-time “Purdie Shuffle”. You’ll hear it featured in such songs as Led Zeppelin’s “Fool in the Rain” and Toto’s “Rosanna”.
Check out Purdie explaining how he created his unique shuffle:
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Tags: Cisco, collaboration, contact center, customer service
The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus.
But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center. However, participants and speakers at ICMI did not have a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center.
I talked to Nemertes Research Analyst Lisa Durant to get her perspective. She agrees there is a dramatic evolution in the industry as mobile interaction continues its explosive growth as a contact method. Durant takes a broader view of mobile customer care to include “any interaction using a mobile device.” Whether a customer makes a voice call to a contact center, completes a transaction online, or engages via social media, she points out that the user is most likely on a mobile device.
As a silver sponsor at ICMI, the Cisco team experienced that strong interest in mobile. Attendees kept the booth staff busy demonstrating Remote Expert Mobile. Armed with iPads and Cisco DX80 endpoints, Cisco engineers Brian Cole and Doug King demonstrated products in the Cisco Customer Collaboration portfolio, including Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Remote Expert Mobile, and Context Service.
The Evolving Mobile Customer Experience
Despite continued growth in mobile, Read More »
Tags: Cisco, collaboration, contact center, customer service, ICMI
Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today.
Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented itself. If a verse was hard to understand, I’d take my best shot, which occasionally produced comic results.
Little did I realize there’s a cottage industry of misheard song lyrics, with one of the most common being, “Hold me closer Tony Danza” from Elton’s song “Tiny Dancer”. Wow, talk about ruining the context of a song!
Context is an increasingly critical element of customer experience. The historical process of identifying and qualifying a customer during a real-time experience can backfire without context. Take my friend who called to report an outage on his cable service and was repeatedly upsold for an “enhanced” package during his queue time and agent interaction. We call this “doing the wrong thing right.”
Context provides the foundation for more personal, relevant and differentiated service – the battleground in the Experience Era. Read More »
Tags: Call Center, collaboration, contact center, Context Service, customer experience, customer service, IVR