Customer Service Recovery Guide: Steps to Make It Right

Customer Service Recovery Guide: Steps to Make It Right

Every single company in the world wishes to offer delightful customer service.  But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Let’s take an example. In 2017 a shocking incident came to light when it was reported that a 69-year-old Kentucky doctor, David Dao,...
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9 SaaS Customer Lifecycle Stages

9 SaaS Customer Lifecycle Stages

Has this ever happened to you?  That you bought a SaaS product and then completely forget that it exists?  The SaaS customer lifecycle is something that is continuously growing and ever-evolving.  There really is no autopilot that you can put into action and then arrive at the end of the journey. Don’t forget that the...
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Buyers Guide: How to Choose The Best Project Management Software

Buyers Guide: How to Choose The Best Project Management Software

Imagine this: You take up a new project with a new client. You set up meetings to understand and plan the project execution strategy. You adopt a project management software to ensure workflow is streamlined and all project deadlines are met. But, you overlooked a few factors: The software didn’t have a reporting feature, making...
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30 Customer Service Metrics & KPIs To Track in 2020

30 Customer Service Metrics & KPIs To Track in 2020

Customer service has become a major differentiator to gain an edge over the competition. Customer expectations of service quality are also on the rise, with more and more clients becoming intolerant with brands that fail to meet their expectations.  In fact, 91% of dissatisfied customers leave brands without complaining, which means companies lose the opportunity...
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How to Manage a Project Team: 6 Ways You Didn’t Know Helped

How to Manage a Project Team: 6 Ways You Didn’t Know Helped

Imagine you have a diverse set of people in your team, each coming from different backgrounds. They have a different way to work, and their work ethics might differ from what you have set for yourself.  Now, as a project manager, how would you feel about this? There are two ways to deal with such...
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Why Differentiate Between Project Goals and Objectives?

Why Differentiate Between Project Goals and Objectives?

Are project goals and project objectives both the same thing? Yes? Then, why so?  If not, then again, why do you think these two terms are different? Taking a broader outlook, most people tend to use the words ‘project goals’ and ‘project objectives’ interchangeably. But, there is a world of difference between the two. Let’s...
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How to Set Your Project Goals?

How to Set Your Project Goals?

Setting accurate and realistic project management goals is essential to ensure a hassle-free execution. Why? Let’s take the example of New Coke that was introduced in 1985 to get a clearer picture: So, in 1985, Coca-Cola introduced “New Coke”. They did their research and changed the drink formula to make it taste better, or so...
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10 Benefits of Knowledge Base You Cannot Ignore

10 Benefits of Knowledge Base You Cannot Ignore

While shopping in a physical store, I personally do not like the store staff to tag along, every step of the way, while I am looking at the options.  Do you like this shirt? Would you like to buy this pair of shoes? Are you confused as to what to buy? As a customer, these...
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What is a Shared Inbox?

What is a Shared Inbox?

As a support agent, you need to be on your top game when dealing with customer issues.  You can’t lose your temper.  You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers.  But, what if you don’t have a...
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What is Customer Churn? Learn About Types & Effects of Churn

What is Customer Churn? Learn About Types & Effects of Churn

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business. While most people think that acquiring customers is the...
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