Looking at negative reviews purely as the enemy can blind you to their true potential. They're an opportunity to win back customers and enhance your brand’s reputation

With customer-centric organizations turning to support agents' experience as the source of improved customer experience, productivity and team diligence are crucial

Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy

Throughout my 16+ years’ experience managing and leading teams, I’ve learned that effective leadership relies on adopting three main pillars: listening, coaching, and supporting

When you give your customers a space to get to know each other, it empowers them to make the kind of connections that form a community

To consistently find strong potential customers, sales reps need a lead scoring model. Here we’ll look at the seven factors that all robust lead scoring models have in common

Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

Financial services are taking a bite of the conversational business cake and eating it too, creating fast, personalized, and secure messaging experiences

Customers may not be interested in your customer experience software – but your company absolutely should be

Ray Wang of Constellation Research shares actionable insights into this year's most critical customer service trends

With a lead qualification checklist, your organization has a tool for staying aligned, organized, and accurate when it comes to evaluating prospects

Take a look at how putting the customer at the center of your company’s orbit can change your business for the better

Learn how monthly recurring revenue is calculated and how SaaS companies can leverage it to create more accurate sales forecasts and better budgets

Three revenue formulas worth using are gross revenue, net revenue, and deferred revenue. To help you evaluate your company’s finances, we’ll break down what these three types of revenue mean, how to calculate them, and how to evaluate your figures

With the help of lead scoring, reps can more easily prioritize prospects who stand to yield the most profit, enabling them to work smarter and more productively

We've got a great roundup of new integrations to ring in the new year. Read all about them

Having separate silos for sales and support can make it harder for both parties to get their jobs done, but the short end of the stick goes to the customer caught between them

Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency

We’ll talk about the four most common factors that hinder close rates and how to eliminate them. But first, let’s break down the basics of close rates

With nearly 1,000 apps available for Zendesk Support and Chat, the Marketplace allows support organizations to extend Zendesk products Today, we expand into new territory — the world of sales

Machine learning and deep learning - you've heard of these terms that describe artificial intelligence. Here's a simple way to understand the difference

Learn how to determine lead value and how it can be used to build sales forecasts that result in a more accurate impression of your future revenue

It’s time to stop formatting endless spreadsheets and invest in a tool that does the work for you: customer relationship management (CRM) software