During the Fireside Chat at Gainsight’s recent Pulse 2018 event, NewVoiceMedia CEO Dennis Fois explained why customer emotions are the single most important predictor of brand loyalty and how businesses can operationalize positive emotional connections in their contact centers. Fois recently took time to speak with Software Business Growth about his Fireside Chat, as well as how he expects customer success to evolve, how to use data and metrics to measure and improve emotional connections with customers, and more.
If you ask two different software leaders to define “customer success,” you’re likely to get two different responses. We sat down with Allison Pickens, Chief Customer Officer at Gainsight, to clarify the converssation and pick her brain on all-things-CS — from pitfalls and best practices to structuring a CS team.
Wildbit has been building development workflow, email delivery, and code deployment software for more than 16 years. The company was recently flooded with 575 applicants for a content strategist position. That’s right: 575 applications that didn’t require hiring a staffing firm or even heavily investing in promoting the job posting.
Andrus Purde knows firsthand how to scale SaaS marketing teams. Purde is the founder of Outfunnel, and was previously the head of marketing at Pipedrive and a product marketing manager at Skype. During his tenure at Pipedrive, he built a marketing team of more than 20 people and was along for the ride as the company grew from zero to more than 50,000 paying customers.
The CEO of a brewery POS software company shares insights from raising a seed round that can apply to software companies at any stage.
If you’re one of the 80 percent of B2B companies with marketing dollars allocated to events, keep reading – especially if you’re a software company that hosts its own partner/user conference. If you’re not part of the event world, you should know Forrester ranks trade shows and events as the second most effective marketing investment behind your company’s website (but convincing you to enter the events business is another article for another day). When done right, partner/user conferences are a proven way to reduce churn, generate revenue, increase engagement, gather feedback, and create excitement about new products or features.
It’s simply understood: When your partner is happy, chances are you feel good, too. The same holds true in the relationship between your employees and customers. Workers provide the best service when they’re satisfied and supported by their employers.
When it comes to a relationship between an independent software vendor and a tech developer, agility is not just a basic quality to look for in a partner — it’s an essential one.
PCI compliance is not always sufficient to be fully secure. ISVs must adopt a layered security approach that uses EMV, encryption technology, and tokenization in addition to keeping up with PCI compliance requirements. This is the only way for ISVs to ensure complete protection for themselves and their clients.
Over the past few years, certain bank card acquirers/processors have purchased independent software vendors (ISV) in an effort to vertically integrate the delivery of integrated payments. This is effectively the same market verticalization that processors had traditionally executed for stand-beside terminals. That said, there is a significant difference between delivering a stand-beside terminal for handling payments versus a full blown POS system for operating an entire enterprise. More important, the target merchant markets are substantially different for those respective products.
Dreading your company’s annual kick-off because you can’t really show how your channel is performing – and suffering from a lack of ideas on how to truly accelerate your indirect revenue? You’re not alone. These are common symptoms of having selected the wrong channel management solution.
‘Slow’ Is a Thing of the Past. As the use of chip cards becomes more prevalent across industries, consumers are able to pay more securely but not necessarily more quickly (or conveniently) — and that’s what consumers want when they're ready to make a purchase.
As a new, lighter POS approach emerges, Point of Sale (POS) solutions no longer have to depend on PCs to operate. Depending on a system’s configuration, the new POS model can leverage thin clients such as tablets and handhelds, giving the cashier the freedom to transact business at the point of decision.
Cash Still Rules. It takes money to make money. This old adage certainly holds true for businesses that process cash transactions. Cash costs U.S. businesses $55 billion yearly. While most of that is due to theft, the figure also includes time spent on processing, counting and transporting bills and coins.
At our core, we’re a credit card processing company that takes a hard stand against hidden fees and pricing tricks. Since our very beginnings, our commitment to quality, transparency and unwavering customer service are the basis for everything that we do. We are a payment processor committed to doing the right thing.
First American Payment Systems is the integrated payments expert for simple, customized payment solutions. We provide payment solutions ISV’s need - focusing on EMV, mobile, PCI Compliance, and Security. Our expertise spans across multiple verticals and business types. In addition, we have a hands-on technical integration team to support partners through the integration process and get it done as quickly as possible. With over 210,000 merchants and our award-winning customer service, First American is a leading payment technology provider.
CompTIA is the voice of the world's information technology (IT) industry.
Datacap Systems develops processor and hardware agnostic innovative integrated payment solutions for any Point of Sale, regardless of system architecture.
|RSPA stands for Retail Solutions Providers Association. We are the only association dedicated to the retail technology industry.|
For more than 30 years, APG Cash Drawer has been designing and delivering cash drawers with a variety of size, color, interface, and integration options. An APG cash drawer will provide years of smooth, trouble free service with virtually no downtime, no service required, and no headaches. Our cash drawers are so well constructed and so reliable that our customers install them and forget them - even in the most demanding environments.
Integration with vendors and third-party applications is crucial to an ISV’s success and scalability. Every sales and development team wants these integrations to be fast and efficient, and payment providers can help ensure that is the case.
POS ISVs looking to boost brand recognition often turn to hardware manufacturers to get their solutions to market. Partnerships to integrate ISV solutions with hardware are one of the most effective ways to create a market for your software.
POS resellers are essential to a vendor’s strategy to target its products to the right market. Without the benefit of channel partnerships, vendors would be hard-pressed to gain brand mindshare.
EMV (“Europay International, MasterCard, and Visa”) is a set of standards for interactions between chip cards and point-of-sale (POS) devices. Essentially, EMV, chip cards, and smart cards all mean the same thing. EMV helps prevent payment card fraud via an additional layer of security provided by an embedded microchip.
When used together, tokenization and encryption provide a layered security approach to protect sensitive card data at rest and in transit.
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