Devan La Spisa

Budget is always a concern when integrating new tools into your workflows. Thanks for your insights on this topic Mona Datt! #roi #aiintegration #s2t #aitech

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Customer advocacy shouldn't be an afterthought or the "icing" on the cake for customer success teams. 🍰 Too often advocacy isn’t prioritized and is approached with a “I’ll-get-round-to-it-later” attitude. But this just doesn’t sit right with us! Advocacy is SO much more than that! Advocacy programs should be recognized for what they are: strategic approaches to driving revenue growth. 💪 And it turns out, Chinelo Diejomaoh emphatically agrees! In fact, Chinelo’s written a brilliant article that reveals five ways you can implement effective advocacy strategies. Isn’t it time you gave your customers the best possible experience? Find out in Chinelo's latest article for us: 👉https://lnkd.in/exatfaRY #CustomerSuccess #CSCollective #Advocacy

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Not to toot my own horn here, but I'll be taking y'all on a journey next Thursday. This is the first webinar we're tackling in this way: multiple modules in the LIVE demo, and a holistic view on quality management from TenForce' point of view on top of it. I'm very excited for this, and I hope to see some of you there! #quality #SOPs #digitalization #EHSQ

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Hello Toldies 👋🏽 Are you worry about customer satisfaction? If you're looking to deepen your understanding of customer satisfaction, the Net Promoter Score (NPS) might just be the tool you need. Let us explain you why 👇🏽 bit.ly/3x5X3aW

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What instills company loyalty, employee engagement, and motivation to go above and beyond? It’s professional development! Every organization has a wealth of untapped potential in its people. Mentorship programs not only empower employees to share knowledge and drive collective growth but also serve as a powerful tool for attracting and retaining top talent. Donut is hosting a Fireside Chat with Katie Fernandes to discuss their Mentorship program at AppDirect on May 16th. By using Donut they are connecting, and guiding, Mentors and Mentees to learn and share their skills with their colleagues. What an amazing program to encourage professional growth, connection, and communication! Check out this post to learn more! #employeeengagement #mentorship #professionaldevelopment

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Exciting times in the world of marketing! Our CEO Austin LaRoche recently sat down with our very own Annie Birai and Stephen Thiele to delve into the latest buzz around HubSpot's Content Hub. From skeptic to sold in just 10 minutes - that's the power of knowledge and collaboration! Check out the video to learn more about the rebranded CMS Hub and why it's a game-changer. #HubSpot #ContentHub #MarketingInnovation

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We get it. HubSpot services vary, and what you need can change. Whether you're looking for a simple assist or want someone to step in, we're here to meet you where you're at. We help with: 🔹 Implementation 🔹 Migration & replatforming 🔹 Integration with HubSpot 🔹 HubSpot managed services Learn about our HubSpot services here. ⬇️ #HubSpotservices #HubSpot #martech #LakeOneDigital

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The Person Behind The Product: Customer Success Edition👩🏻‍💻 Shoham Zuntz has one goal: Make Labguru's customers, well, successful 🏆 Originally a marine biologist, Shoham helps his customers do more of what they love - research! He's helped his customers: 💸 manage project costs 📊 setup complex dashboards 🚀 maximize the benefits of Labguru Get to know Shoham in and out of work in our latest 'Meet The Team' post! 📌Read full post: https://bit.ly/3KsTsXg Spoiler alert: 'out of work', he has a 2.5 acre farm with a chicken coop and beehives!

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Early in my career and as a novice I would think - 🔵 Why does any software charge for Onboarding? After-all its their tool, so its their job on onboard free. 🔴 I am smart enough to figure out my way into the tool. I don't need an Implementation Manager to tell me how. At my current role as RevOps professional at Rocketlane, I own several GTM tools right from CRM to Subscription Management, from BDR's dialers to lead enrichment tools. Sales teams from Several new tools keep reaching out as well, which means I am constantly evaluating one or the other tool. And then there are tools which tell you how they collate 2+ tools into one. Few hard hitting truths from my experience of being a customer - 1️⃣ If not onboarded well, the tool will never get into my habit. If it doesn't get into my habit, it does not penetrate the GTM teams. It can easily be replaced. 2️⃣ It's always the post sales service that give me an AHA moment, even after several months into our use. Tools which don't give post sale services are always on my list of replacements 3️⃣ Very rarely do I have time to look up reading material or videos to learn a trick or 2 about the tool. 95% of what I use the tool for is what I learned from the Onboarding Manager on the first month. "Churn beings at Onboarding" 💡 At Rocketlane we strive to give the best experience for customers, because we understand what it is to be one! P.S. Brett and Kevin are looking to expand our Implementation team along with Shyam Swathi Rajesh Jenefer Manoj and Vishnu. If you are customer obsessed and worked on Mid size+ Complex Implementations for B2B SAAS orgs, DM Janani or anyone in the team. Drop your resume and cover letters to careers@rocketlane.com

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Want to know the secret behind our Customer Success? It's simple — we listen. Our Director of Customer Success, Emily Bradshaw, shares how direct feedback drives everything we do. Check out Emily’s full interview in the comments (sort by "most recent"). #customersuccess #implementation #support #facilitiesmanagement

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🚀 Transforming Customer Service with IVR Integration! 🚀 In his latest discussion, Parker Short sat down with Sarah Hall to explore the seamless integration of #IVR with help desk services. The duo highlighted the immense potential of #IVR systems in streamlining customer interactions, reducing wait times, and enhancing overall satisfaction. Key Takeaways: 🔹 Automated call routing for efficient query handling. 🔹 Personalized customer experiences through data-driven insights. 🔹 Cost savings and increased operational efficiency. (Full Session Publishing Soon!) In the meantime, ready to elevate your customer service game? We're ready when you are.. More info at www.pyxisgrowth.com 🌐 #CustomerService #IVR #HelpDesk #Innovation

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Don't miss our upcoming webinar with CMSWire! 🚀 Join Velir's SVP of Marketing, Jill Grozalsky Roberson and Sitecore's Director of Product Marketing & GTM Sean Broderick on June 11th for "Scaling Up: Using Search to Accelerate Your Content Personalization Journey." What You'll Learn: 👉 Best practices to marry together content personalization and search strategies to scale overall personalization efforts 👉 How to tell when search is adding value to your personalization strategy 👉 Strategies for using Generative AI to improve not just search, but personalized search Register now and stay ahead of the curve! https://ow.ly/o65P50S2QFY

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Refreshing your salesforce page and that new field you just created still isn't showing up? Check out this small bookmarklet I made to easily help reload your page without needing to logout and back in. Go to your bookmarks manager and create a new bookmark. Give it a name and paste the code snippet below in the url section. ``` javascript:(function() {   var theCookies = document.cookie.split(';');   for (var i = 1 ; i <= theCookies.length; i++) {     var acookie = theCookies[i-1];     var cookieArr = acookie.split('=');     document.cookie = cookieArr[0]+"=; expires=Thu, 01 Jan 1970 00:00:00 UTC; path=/;";   }   window.caches.keys().then(function(names) {     for (let name of names)       window.caches.delete(name);   });   window.indexedDB.databases().then(function(dbs) {     dbs.forEach(db => { window.indexedDB.deleteDatabase(db.name); });   });   window.localStorage.clear();   window.sessionStorage.clear(); })(); ``` Let me know if this helped you at all. See trimmed version in the comments. #salesforce #salesforcedeveloper #scalability #salesforcedevelopment #salesforcetips #bookmarklet

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At Sprout Social, Inc., we practice what we preach. And that includes using our own tools to amplify our strategies.  A recent case study explored how Sprout’s social team and customer care teams used Sprout’s Inbox Activity Report to find opportunities to improve our own support strategy. I thought these results were pretty amazing: ✅ 55% decrease in average response time  ✅ 36,000 messages handled in the Smart Inbox This is such a great example of how Sprout can help you use social media as the missing link between business goals and brand—or in this case, customer care—performance. Check out the case study for yourself: https://bit.ly/4b63vxk

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Customer Success encompasses a range of roles vital for fostering strong company-customer relationships. These roles, varying in responsibility and expertise, include: 1. Customer Success Associate: - Entry-level position focused on handling customer inquiries, providing product support, and assisting in client onboarding. 2. Customer Success Specialist: - Core role centered on maintaining and improving customer relationships, monitoring customer health scores, and creating success plans to prevent churn. 3. Senior Customer Success Specialist: - Experienced position managing key accounts or specific customer segments, involved in strategic planning to enhance customer success initiatives. 4. Customer Success Manager: - Oversees a team of specialists, drives customer retention strategy, analyzes customer data, and fosters high-value relationships to align with company goals. 5. Director of Customer Success: - Senior leadership role defining vision and strategy for the customer success department, ensuring team performance and aligning initiatives with broader business objectives. 6. Vice President (VP) of Customer Success: - Executive role overseeing customer success, support, and professional services, driving a customer-centric culture and strategic decision-making. 7. Chief Customer Officer (CCO): - Highest-ranking role in customer success, leading the company's customer-focused strategy and collaborating with other executives to prioritize customer experience. Understanding these distinct roles helps professionals navigate their career paths within the Customer Success field and align their skills with organizational needs.

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Happy #GAAD! The topic of website accessibility is close to our hearts here at Lumar and information about it can sometimes be scattered throughout the internet and difficult to find for website professionals, SEOs, UX, developers, etc. That’s why we’ve centralized everything in one single place. Explore the Lumar Website Accessibility Wiki for insights into common website accessibility issues, complete with code examples and suggested fixes. https://lnkd.in/eJNFN8g7

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Stuck in unproductive meetings? Oh yeah, those have to stop. 🛑 Time to rethink you and your team's approach. I know I am! I'm pulling new ideas from Calendly's latest #BetterMeetings blog, plus trying out their agenda template and #BetterMeetings cheat sheet! ⬇️

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Several years ago, a mentor advised me that I was spending too much time 𝗶𝗻 𝘁𝗵𝗲 𝘄𝗼𝗿𝗸 and not enough on the work. 🤔 At the time, I didn't fully grasp what that meant. It’s only recently, since I began leading a team where I lack the technical skills to be hands-on that I've come to see the profound wisdom in those words. As a Director of Customer Support, stepping back from the granular details has shifted my focus to where I can deliver the most value—on the work. - This means dedicating my efforts to building robust relationships and communication channels across the company, amplifying the "voice of the customer" that we in Customer Support understand deeply. - It means crafting a clear future vision for our team and striving to stay ahead of the competition. - It involves looking holistically at team engagement rather than being drawn into individual situations and reacting on the spot. 🌟 Why am I sharing this? Moving outside your area of subject matter expertise can be daunting, but it’s also a powerful opportunity to stretch and grow your leadership skills. It's about what you bring to the table as a leader. This environment has not only allowed me to grow but also to witness the remarkable capabilities of a team empowered to lead their own work. 🚀 Stepping out of your comfort zone is scary, but the growth you experience can transform your approach to leadership. It’s a journey well worth embarking on. #leadership #customerexperience #teammanagement #professionalgrowth

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