First Contact Resolution (FCR)
What is First Contact Resolution?
The first experience a new customer has with your company sets the stage for a successful relationship. Therefore, a smooth onboarding experience is critically important to not only ensure product...
“How are your clients using customer or employee insights to drive positive change?”
“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”
This statement is widely accepted nowadays. There are any number of research firms, professional...
This article was originally published by Gainsight.
The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture...
In parts 1, 2 and 3 of this series on Sales Win Loss Programs, I focused on why collecting feedback after a sales pitch is so valuable, the different ways it can be gleaned, and best practices for...
In part 1, I shared the insights we believe every company should be striving to capture from the sales process. In part 2, I covered some of the most common methods companies use to acquire those...
In part 1 of this blog series, we shared the wealth of knowledge we believe every company should be striving to capture from the sales process. I haven’t met a business leader who would pass up the...