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Nutzen von Emotional Power
In diesem Kapitel erfahren Sie, weshalb Emotional Power im Kundendialog unerlässlich ist und wie sie wirkt. Wir beschreiben die Bedeutung...
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Emotional Power im Kundendialog
In diesem Kapitel wird das Know-how für Emotional Power beschrieben. Es werden vier Gesprächsphasen dargestellt und herausgearbeitet, welche Funktion...
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Führung mit Emotional Power
Unsere Vision von exzellentem „Emotional Power“-Service hängt in der Umsetzung unmittelbar mit einer Führung zusammen, die diese Vision proklamiert...
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Kultur und Change mit Emotional Power
Wir wollen in diesem Kapitel zeigen, wie Verhaltensveränderung mit Emotional Power im Service gelingen kann. Dazu beschreiben wir die die Grundsätze,...
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Der Sprung über die 8
In diesem Kapitel geht es um die Voraussetzungen und die kommunikativen Mittel für den Sprung über die 8. Es werden die grundlegenden Faktoren...
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Einleitung: Zeit für New Work im Service
Im Service wird zu viel gelitten und zu wenig Potenzial ausgeschöpft: aufseiten der Kunden und Mitarbeiter, aber auch in Bezug auf den...
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Management Know-how
Die sehr zahlengetriebene Servicewelt leidet häufig unter chronischen Stresssymptomen – oft verbunden mit hohen Krankenständen und teilweise hoher...
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CS Business and Operational Models
In this chapter we will review some common and upcoming business and operational models and explore how Customer Success(CS) methodologies can be...
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Role of CS Operations in Scaling a CS Practice
Customer Success Operations team provides standardization, intelligence, planning, and ultimately, strategy for your Customer Success practice. In...
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Extending CS CoE
As SoftCorp expanded its business model to include channel partners to sell its products and services and to manage customer experience, their CS...
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Customer Onboarding – A Methodology
Customer Onboarding is one of the most important workflows in a company’s customer journey. In this chapter, Sri Ganesan, the CEO of Rocketlane, a...
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Key Metrics and Beyond
What you can’t measure, you can’t fix. Metrics are vital to effectively measure the value of a Customer Success organization. But you...
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Customer Success Center of Excellence (CS CoE)
This chapter introduces the Customer Success Center of Excellence(CS CoE), its core and specialized functions, and examines the process of building...
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Making Sense of Data
Typically, one of the first things Customer Success leaders do when they start, or inherit, a Customer Success practice is to review existing...
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Where Are We Headed?
Customer Success has come a long way since it evolved into a full fledged function. From reactive to proactive, from tactical to strategic, from high...
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Key Customer Success Workflows and Processes
Building standardized, repeatable, and scalable workflows is key to operationalizing a CS practice properly, irrespective of the size or maturity of...
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Designing Customer Success for Scale
A mid-size IT company was dealing with stagnating growth of revenues from its biggest customers. Many of those customers were not happy. They would...
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Complaint Reporting
Complaint reporting pertains to the regular reporting of complaint-relevant facts to internal target groups. In addition to active reporting...
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Strategic Planning of Complaint Management
Complaint management has a high strategic potential for customer relationship management as well as quality management. However, to exploit this...
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Human Resource Aspects of Complaint Management
Customer-contact employees are of central importance. They have the first chance to reduce dissatisfaction, can resolve problems quickly, and thus in...