Veronica Chan

Brandon Esler, Director of Account Management, shares how we rock performance tracking at EventConnect! 💥💼 Forget the guesswork—we're all about hard data and killer strategies! 💡📊 From reservations per travel team to CSAT scores and booking feedback, we leave no stone unturned! 🏰✨ It's not just about numbers—it's about maximizing every team's potential and delivering top-notch service! 🌟 Ready to dive into the nitty-gritty of performance tracking? Check out the video now! 🎥🚀 #EventConnect #PerformanceTracking #DataDriven #CustomerSatisfaction #TechSavvy

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If you're hating your job right now, use this powerful reframe👇 ✅ Say "I get to go to work" Instead of ❌ "I hate my work" Since Jan '24 I have spoken to hundreds of CS folks, here is what I hear and see 👀 ↳A lot to vent. ↳ Do 10x with 2x less. ↳Many verge of giving up. ↳ A lot to be disgruntled about. ↳A general feeling of helplessness. ↳Animosity towards the "management". ↳ There is a lot of hatred towards the profession. ↳ Only a few folks are loving their job at the moment. I get it. 2024 has been tough. 💪 If you're in SaaS, 100% you've been impacted. Not just in CS, across other teams too. And no one knows how the rest of 2024 will pan out. If you're one of the lucky few who have a job despite everything that's going around. ✨ 𝗕𝗲 𝗴𝗿𝗮𝘁𝗲𝗳𝘂𝗹. ✨ ↳It might not be what you have imagined. ↳It might not be what you have wanted. ↳But is what you have, for now. 🙋‍♂️I am not saying ❌ Don't expect more. ❌ Burn yourself out. ❌ Live in fear. ❌ Suck it up. But a Negative Nancy attitude is going hurt you more than you can imagine. It's a downward trap you don't want to fall in. I have been there and it does not end well. So everyday instead of saying 💡 "I hate my work" say "I get to go to work".💼 Reframing is a powerful psychological 🧠 trick to shift your thinking. Thinking impacts your attitude. You attitude impacts your altitude. 🚀 Ready to try reframe technique? Why yes, why no? ----------------------    #customersuccess #saas #startups #careercoaching  #CS #CSM #SuccessHacks #customersuccessmanager #begrateful  

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As businesses strive to become more efficient and effective across all customer touch points, Revenue Operations (RevOps) emerges as the backbone, orchestrating and optimizing operations to drive repeatable and scalable revenue growth. 📈💸 That’s why we reached out to two women in our community who are incredibly knowledgeable in this space: Rosalyn Santa Elena and Melissa McCready They pulled together a really amazing blog post -- What Is RevOps and Why Do You Need It -- which provides practical insights into RevOps and its pivotal role in aligning people, processes, technology, data, and enablement towards achieving revenue targets. If you’re on the journey to advance your career path, we highly recommend you read the blog to better understand the importance of this function in fostering organizational resilience and growth! Together, let's unlock your potential and pave the way towards fulfilling and impactful revenue-generating roles. Read now at the link below! https://hubs.li/Q02tdXfn0 #revenue #womeninleadership #revenuemodels #revenueoperations

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Struggling to coordinate schedules with colleagues, clients, or anyone in between? Calendly can be your secret weapon for effortless appointment scheduling. What is Calendly? 🤔 Think of Calendly as your automated scheduling assistant. It lets you set your availability and allows people to book time with you directly, eliminating the back-and-forth struggle. Here's why you'll love it: ⏰ Simplified Scheduling: Set your availability for calls, meetings, or consultations, and let Calendly handle the rest. 🔗 Share Your Link: Provide your unique Calendly link on your website, email signature, or social media profiles, making booking a breeze for everyone. 🔄 Automatic Updates: Calendly automatically synchronizes with your existing calendar, preventing double bookings and keeping you organized. 📈 Streamlined Workflow: Focus on what matters most by spending less time scheduling and more time getting things done. #Calendly #AppointmentScheduling #TimeManagement #Productivity

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Let's talk about the real economics of customer service. 📈💼 Sally Gronow's timeless wisdom, "Good customer service costs less than bad customer service," resonates profoundly in the realm of CRM. With Creatio CRM at your fingertips, you're not just managing customer relationships – you're elevating them to new heights. Imagine a world where every interaction with your customers is seamless, personalised, and deeply satisfying. With Creatio CRM's robust features, from automated workflows to detailed customer profiles, you have the tools to turn this vision into reality. By harnessing the full potential of Creatio CRM, you're not only streamlining your internal processes but also creating a customer-centric culture that sets you apart from the competition. Whether it's resolving inquiries promptly, anticipating needs proactively, or delighting customers with tailored experiences, Creatio CRM empowers you to exceed expectations at every touchpoint. And the best part? The investment in Creatio CRM isn't just about cost savings – it's about unlocking the true value of customer relationships. By nurturing these connections with care and precision, you're laying the foundation for long-term success and sustainable growth. So, let Creatio CRM be your partner in delivering exceptional customer service that not only costs less but also adds immeasurable value to your business. 💼💡 #sharpbrains #creatio #crm #sales #clients #business

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Is customer service dead? We hear about poor customer experiences all the time, from Yelp reviews to articles (and everything in between). Maybe that's why 80% of leaders plan to increase customer service budgets over the next year. Customers today expect a lot from the companies they do business with. Like quick response times, fast resolutions, availability on their terms, and multiple ways to interact with companies—from web chat to phone calls and emails to text messages. In fact, over 50% of customers will switch to a competitor after one unsatisfactory customer experience. With consumer expectations on the rise, how is your business positioned to respond? #customerservice #customerexperience #CX #CSAT #customersatisfaction

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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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🚀 Transform Your Career with CSM Essentials Certification! Are you an aspiring Customer Success Manager? Our CSM Essentials Certification Course is your key to success! For a limited time, enjoy special pricing: 🔹 Basic: $92 (was $197) 🔹 Comprehensive: $138 (was $412) What’s in it for you? ✨ Affordable yet comprehensive training ✨ Certification to boost your CV ✨ Expert-led courses with structured learning ✨ Development of both technical and soft skills Elevate your career with knowledge from industry veterans and a recognized certification. Don’t miss out! https://lnkd.in/gEMKp-ee #CustomerSuccess #CCSMP #ProfessionalDevelopment

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Local Presence dialing has long been marketed as a solution for increasing call answer rates. It works by dynamically matching outbound numbers to a contacts’ locations, so they see a number they recognize. Some swear by it. Others, not so much. What's our take? There's a lot more nuance to Local Presence than most realize: 🤔The benefits are real (but sometimes overstated) 🎯Local Presence solutions are not all the same ⚠️There are important implications with respect to the Truth in Caller ID Act We unpack it all in our latest blog post: https://hubs.la/Q02v7_xr0

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Navigating the busy Open Enrollment Period? Learn valuable tips from Laurie Langerud, Account Executive at Triptych. Plus, see how agents streamline marketing with Triptych. Check out our case study on a Fortune 500 Healthcare Company using Triptych for over 14 years: #HealthcareMarketing #OpenEnrollment #AEPPrep #MarketingEfficiency #Triptych #Compliance #Customization

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Most CSMs are struggling to hit their goals this year, according to new research. Given two years of RIFs, pre-emptive job moves, and higher workloads for the CSMs who’ve stayed in place, that’s not entirely surprising. But... New data from the 2024 CSM Confidential Report suggests that there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. Asked to select which aspects of leading a team their managers are good at, most CSMs said their managers did well in the supportive, interpersonal aspects of leadership. However, less than half of CSMs said their managers are good at keeping their team accountable, setting clear goals and expectations, and helping CSMs prioritize. What’s going on behind those numbers? Find out at https://okt.to/DFO1N0. #customersuccess #CX #leadership #management #research

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New YouTube Episode on CSM Practice Podcast 🎥 You all are crushing it on this week's poll! To the 27% of you planning to integrate... here's a digital customer success blueprint tailored for managing 3000+ clients, all packed into just under 30 minutes of video. Alex Turkovic, Director of Customer Lifecycle at Flexera (previously known as Snow Software), shares his expertise on navigating the digital age of customer success with tactical automation, and impactful insights to elevate your customer success practices. Highlights: 🌟 Unveil Alex's journey spearheading a comprehensive digital CS program at Flexera, transforming customer interactions. 🛠️ Explore success stories as Alex details automation implementation, bridging high-touch and low-touch segments for a seamless customer journey. 🔍 Gain valuable insights on forecasting accuracy, churn mitigation, and enhanced customer satisfaction through data-driven strategies employed by Alex Turkovic. Check out the link in the comments below for a deeper dive into digital customer success. 💬 Irit Eizips, The Digital Customer Success Podcast, Alex Turkovic, Flexera

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It's the end of June, halfway through the year, so today's #FridayUpdate should reflect this past year. Interestingly enough, today is also the 1st anniversary of Zapier's layoff. I've stayed connected with many of this group as well as other Xapiens. That network has been so incredible on the job hunt and decompressing from the unexpected layoff. Some folks have landed a fantastic position, others have opted to take a career break, and then a few of us are on our second layoff since that date. It's been rough, but without these amazing humans, I wouldn't be in such a positive state of mind. Thank you all! 💜❤️‍🩹 During my 14 weeks at Lucidworks, I accomplished significant results: revamping 2 critical processes, establishing a culture of continuous improvements but finding and completing quick wins, and helping teams with differing delivery processes work better together. 💪🏻✨ Since February, I've stayed focused on what I want to do next, applying only for positions and with companies that align with that: leading process delivery folks and supporting process improvements. That often looks like Engineering Operations Management. While I haven't found my new home yet, I have some irons in the fire. 🔥🤞🏻 In May, I started my own consulting service, E3 Solutions. I'm currently providing Agile Coaching services following an Agile Transformation and helping with program management on a vital project with tight timelines and substantial business impacts. It's been wonderful meeting the incredible IT team. Within a week, one partner said they found their Agile person 🥰🎉 This month, I've been pondering the concept of boundaries. It's one reason I haven't posted in a while. A post on this is coming in July, but I want to do more research and feel comfortable with the level of vulnerability I will be sharing. The first half of this year has been unexpected, but I've learned so much about myself and what my partner and I need to be happy. I'm taking what I have learned into the second half of the year. What reflections do you have on your professional life in 2024 so far? #CareerJourney #ProfessionalGrowth #AgileTransformation #EngineeringOps #ConsultingLife #ContinuousImprovement #2024Reflections #JobSearchJourney

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72% of SMBs say their main focus this year will be customer satisfaction. Today, tailored customer support experiences aren’t just a bonus—they’re a necessity. Customers crave personalized interactions that make them feel valued and understood. Kenji Hayward, Head of Customer Support at Front: “Personalization is where your support team can shine and set your business apart.” By leveraging personalized customer support strategies, businesses can foster stronger connections, leading to increased loyalty and satisfaction. Help your customer support team shine with a personalized approach. ✨🤝 #CustomerSupport #CustomerExperience #Aircall #VoiceOfSMBs

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#Podcast Your Managers and Your Network Are Your Best Investment with Chris DePatria In this episode, Matt McDarby is joined by Christopher DePatria, SVP of Revenue at Setpoint, who shares insights on the impact of strong frontline managers and networking in sales success. They cover the fine points of hiring, coaching, and when necessary, parting ways with team members.  Listen now! https://lnkd.in/epGaZ2Td United Sales Resources Give Sales Leaders the Coaching & Training They Need

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🔄 Transitioning to CAS isn't always smooth sailing. Discover how the Dillons navigated client attrition and found success in their new business model. Get the full scoop: https://lnkd.in/gxYYCrmm

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What initiatives can you take when you want to get a jump start on renewals? Our community has shared some great ideas with Brandon on his post here: https://lnkd.in/ghWNPG4f and we're struggling to add to the list. We've seen a lot of electronic suggestions (Alexa, LED lights, iPad), suggestions for cleaning services, or minor apartment upgrades (new blinds, accent walls) BUT we'd really love to see if anyone has any completely out-of-the-box suggestions that have proven effective. What’s new in renewal incentives?

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Interesting discussion on Multifamily Insiders on how to get residents to renew (and some funny answers as well!). Here at Renew, we believe the foundation to a strong retention strategy begins with a great tool for understanding the individual resident, streamlining the process for both staff and renewing residents, and enhancing the ability to renew a resident earlier (or know they're not going to). Focus on renewing the resident - not simply the lease. #proptech #retention #Renewtheresident #residentexperience https://lnkd.in/eRpkUsav

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