I’ve had discussions lately with B2B organizations about their pressing need to modernize their technology processes. Many business execs have a ‘want’ and a ‘desire’ for change, to help meet fundamental business metrics. But as time goes by, and they wait longer, it becomes a bigger risk to their business. Many believe that half of the […]
To provide the best customer support at any phase in your customer’s lifecycle, your teams need access to contact and company data—and every team must have access to the same information. This requires a centralized location for all relevant communications and open support tickets, and the ability to streamline information between sales, marketing, and support teams. […]
In recent decades field operations have evolved. While 2020 was the year of survival, 2022 continues to be seen as a growth year. Despite the ongoing global crisis, one cannot deny that field service businesses are reimagining how they operate on a daily basis. Field service teams require more oversight than traditional business management. With technologies, […]
In this special Transform It Forward mini series, I’m stepping back from the content we’ve produced so far to connect the dots. Over the next few episodes, I’m taking a look back at some key clips from past interviews that share common elements, or discuss similar industries. Today, we’re exploring an industry that’s seen plenty of […]
Earning customer loyalty is a tough game but cannot be avoided, especially for businesses in the field service industry. Enhancing customer experience has constantly been evolving in every industry over the past decade. With competitors just a call or Google search away, companies have been going above and beyond to delight and satisfy their customers. […]
The 2022 CX Accelerator report results are in: progress is stalling—even leading customer service organizations are struggling to meet SLAs and baseline customer expectations. Given the current volatile and uncertain market conditions, it’s difficult to push for growth and investment in the customer experience (CX). The temptation to maintain the status quo is strong.But […]
Digital Transformation in the field services industry is booming rapidly. But not all businesses enjoy financial success despite having streamlined digital processes as well as full order books. 60% the field service businesses face regular cashflow problems and it has become one of the top 3 causes of stress for services businesses worldwide. Businesses report that […]
What is API First? API First is very much linked to strategy and how you want to merge your business model with the emerging technology model. To think about API First, you really have to start thinking about your business. How are you reimagining your business? If you have a new business, what is that business going […]
Learn everything you need to know about digital sales and why they are important for your business. As technology rapidly changes and expands, keeping up with the best business practices in the digital world can feel overwhelming. More and more, however, the digital world is influencing consumer purchases. When your prospects can simply see […]
Zendesk’s survey of 3,000 CRM decision-makers reveals just how important it is to connect sales organizations to critical customer information within the business. Disruption. What was once a trendy term used to describe unicorn startups and industry-changing technologies is now more closely associated with world-altering events, uncertainty, and unforeseen challenges. The past two years haven’t been […]