You just started your Software as a Service company. With hard work and dedication, you've created a solid product that solves the challenges your business-to-business customers face on a daily basis. With any new product, questions arise on how to get the most from it. Your customers want the best experience possible, and they turn to you to deliver that experience.

For most businesses, meeting target sales goals and key revenue metrics are top priorities. While building positive relationships with customers is important, it isn't the easiest metric to quantify. For this reason, many companies end up ignoring the work it takes to build relationships with customers, and begin to focus on other, more easily-tracked metrics like deals closed and upsells.

The business-to-business buyer's journey is often difficult and long. The typical buying group for a complex B2B solution involves six to 10 decision makers, each of them bringing information they independently gathered to share with the group before making a decision. This information often opens the door for new suggestions, creating an even longer buying process.

Every successful, long-term business has a common denominator in training as it relates to online sales customer contacts. Notice I said "long-term." A great product or unique marketing effort can fall short when a customer contacts an employee who is ill-equipped to respond. Some 72 percent of online shoppers will return up to 10 percent of their purchases, according to the UPS Pulse study.

If you're a small business owner or a key member of an enterprise executive team, you want your firm to succeed. If you're a customer, you want to be treated well. Those goals are not diametrically opposed, but very often it seems that companies and customers are at cross-purposes. ECT News Network recently gathered together five technology experts who did some hard thinking on the subject.

Companies across industries are shifting toward an automated approach to customer relations. With the help of chatbots, businesses can reduce their customer service costs by up to 30 percent and save both employees' and customers' valuable time. In fact, many customers welcome chatbots in the customer service process. So, if chatbots offer all of these advantages, why not automate everything?

"Digital transformation" has taken on multiple definitions, but one thing is for sure: Companies view it as a top priority, so much so that enterprises are projected to spend in excess of $2 trillion through 2019, according to IDC. This insurgence of digital transformation investments and prioritization has led many organizations to reshape their use of technology.

Sometimes when you tug on the thread of a small customer service failure, you unravel a big skein of much knottier problems. That happened when Shield Healthcare didn't send "Great Aunt Nelly" her shipment of medical supplies on time. There are many people like Nelly in the U.S. -- elderly and disabled folks who depend in part or entirely on government assistance to get by.

In order to deliver superior customer experience, companies should combine human talent with technology, including much-needed digital expertise, to turn their current revenue and growth strategies into customer satisfaction. The companies that truly succeed engage their customers and strengthen their brands. Technology has changed consumer and business needs and expectations.

The era of messaging and automation is upon us! The fundamentals of delivering a good customer service experience in 2020 will be much the same as in 2019: Customers will expect convenient in-channel resolutions that take little effort on their behalf. With the rise of friction-free, asynchronous and personalized private messaging channels, contact centers must adapt.

If Black Friday is the biggest sales day of the year, is it necessarily the best? For many small merchants, it seemed Black Friday was more beige than black. Black Friday is the biggest sales day of the year, but it's often dominated by massive merchants. For smaller businesses, there are other peak sales days that might be better suited to their unique positioning.

In today's highly competitive B2B software industry, it's not enough to staff a call center and sit back and wait for customers to reach out when they need you -- it's imperative that you take the initiative. When customers have so many solution vendors to choose from, service becomes a strategic differentiator to set your company apart from the crowd.

It's easy to take things you see every day for granted. We take the sun rising and setting for granted, for instance, and that's a good thing, because it helps us organize our lives. However, in business taking things for granted is a hazard. Change is everything these days, and that means the concepts you take as constants may not be as constant as they seem.

National Customer Service Week is the first full week of October -- a designation we've celebrated every year since 1992. The week highlights the importance of customer service and the people who serve and support customers on a daily basis. Customer service is a big deal in e-commerce, as 73 percent of customers reportedly view it as an important factor in their purchasing decisions.

Your new salespeople have very specific expectations of how their workday should flow. These 20-somethings want to sign a contract poolside, then post about it on Instagram -- #workingpoolside, anyone? They want to approve a purchase order on the go as they head to post-work Pilates and pizza. They want zero bumps in the road as they go from meeting to mixer.

I'm struck by the way Apple and Tesla are executing a model very similar to IBM's. While IBM has evolved to put the customer at the center always, Apple and Tesla are nuanced in that respect, much like IBM was in the past. I worked at IBM when it imploded in the early 1990s, so I can speak to what is in Apple and Tesla's future unless they learn the easy way what IBM learned the hard way.

For decades a database application was what we called an "app" that collected and regurgitated data in preset formats on paper reports and screens. That's becoming passé, but it once was a major advance because it gave a worker the necessary information to take decisive action. Today that's rarely enough. Downward cost pressures have been replacing some of the rote human effort with algorithms.

What's the big deal, I thought? Last week Salesforce announced it was paying in the range of $1.35 billion for ClickSoftware, a private field service automation and workforce management company. At first, I attributed it to a slow summer news cycle that was driving attention to the deal at a time when many people in the industry are off trout fishing near the Continental Divide or elsewhere.

E-commerce has exploded since Amazon and eBay were founded in 1995. Today, e-commerce is part of everyday life. By 2023, retail e-commerce sales in the U.S. are projected to surpass $735 billion. Even industries like food, healthcare and banking, which previously were dominated by offline transactions, now are embracing e-commerce for increased efficiency and cost reductions.

The contact center uses familiar benchmarks to determine if a call, chat or email is successful or not. Call metrics such as net promoter score, handle time, and amount of silence are correlated with positive or negative outcomes. However, insights from speech analytics technology prove that these metrics only tell part of the story. What's missing? Context -- and it's the essential CX ingredient.

The definition of "baggage" varies depending on whom you ask. For instance, a travel agent or a road-weary businessperson will describe a container used to carry personal belongings on a trip. A therapist might describe emotions from previous relationships that hamper a person's ability to have a healthy relationship in the future. What will a customer service leader say to describe "baggage?"

Recent events have led to many people learning about a long-understood rhetorical tactic called "Gish galloping." Named after creationist Duane Gish, it means confronting an opponent with a rapid-fire series of arguments -- including half-truths, misrepresentations and outright lies. Confronted with such a BS barrage, the opponent may try to refute each assertion, which is a losing proposition.

Social media has become a part of everyday life. Case in point: Eighty-one percent of people in the U.S. have a social networking profile, and the number of worldwide users is expected to reach 3.02 billion by 2021. Consumers also have been devoting more of their time to engaging with social media sites. One-seventh of the average user's waking life is spent on social media.

By 2022, the sharing economy is expected to double, reaching $40 Billion. Pioneers such as Airbnb and Uber are now global titans, taking in billions of dollars per year. From sharing furniture to sharing clothing, every industry seems to be trying to make its way into the lucrative sharing business. With the market becoming more saturated with products, how do companies differentiate themselves?

Long an obsession of science fiction writers, "artificial intelligence" in the modern era of fast-paced technological innovation is a term that is as ubiquitous as it is nebulous. For the payments technology industry, however, the term describes advanced analytical technology that has an outsized potential to improve the payments ecosystem for banks, payments processors, merchants and consumers.

NICE inContact has released the Spring 2019 version of its CXone cloud-based contact center software, with multiple AI-powered updates for smarter customer and agent engagement, plus enhanced CRM integrations. NICE inContact CXone "is the most complete, unified, and intelligent cloud contact center platform available in the market," said company spokesperson Cheryl Andrus.

Hackers piggybacked onto a Microsoft customer support portal between Jan. 1 and March 28 to gain access to the emails of noncorporate account holders on webmail services Microsoft manages, including MSN.com, Hotmail.com and Outlook.com. Microsoft has confirmed that a "limited" number of customers who use its Web service had their accounts compromised.

CRM guru Samson Lee has a new idea about customer experience. I don't know that I agree with it, but Lee has a way of making you question your assumptions and possibly change your viewpoint. Lee describes extreme experience as the inevitable pain you have to go through to reach nirvana -- that is, get the product or service you want from the vendor you want.

In 2018, 8.8 percent of all retail sales globally, totaling more than $2 trillion, were made online. As the total number of online purchases grows, a compelling case can be made that e-commerce customers expect to receive support that is as good as or even better than those who purchase the very same products in a store. In person, it is very easy to verify the proper set-up and operation.

While CRM software is a vital tool, CRM itself is really a discipline: It's the cultivation of the customer relationship and the management of customer data to create better experiences for the customer and to generate better results for the business. The CRM application doesn't exist on its own in many organizations -- or in many vendors' suites of products, for that matter.