/ Page 3 - Articles by Lauren Spiller
Lauren Spiller is a senior content writer at Capterra, covering sales and CRM with a focus on retail and customer experience. After receiving an MA in rhetoric and composition from Texas State University, Lauren has pursued a career that allows her to help others through writing.
Lauren previously taught college writing and served as writing center assistant director at Texas State University. She has presented at the European Writing Centers Association, Canadian Writing Centres Association, and the International Writing Centers Association conferences. She currently lives in Wimberley, Texas, with her husband and their three cat sons.
4 Retention Metrics Customer Service Teams Should Track
Published March 23, 2023
As a new customer service manager, you likely want to know which customer retention metrics you should be tracking. But even the most widely used KPIs aren’t necessarily useful. Net promoter score, for instance, is measured by 76% of customer service leaders, according to Gartner, yet a third of those same leaders are skeptical of its impact on their service strategy.
3 Tips To Convert Cold Leads
Published March 22, 2023
As a newer B2B sales professional, you probably spend most of your time on sales-ready or warm leads—ignoring cold leads altogether. But don't let a lack of experience dealing with cold leads stop you from tapping into this underrated resource.
3 Tips To Develop a Customer Acquisition Model That Drives Growth
Published March 10, 2023
If you’ve been a marketer or sales professional for some time, you know lead generation is only half of the customer acquisition battle. Leads need to be qualified and then nurtured to convert, and you might not have the staff, budget, or tech to nurture every lead.
What Is AI Analytics, and What Can It Do for My Business?
Published January 12, 2023
According to Capterra’s 2022 Services Users Survey*, 70% of SMB leaders invested $50k or more in data analytics and AI services over the past 18 months, and with good reason. AI analytics is a must-have for driving revenue, cutting costs, and improving user experience.
3 Ways AI Can Boost Your Customer Service Efforts
Published December 20, 2022
Customer service leaders are feeling optimistic about artificial intelligence (AI), with over 65% planning to add AI-powered solutions to their tech stack by 2023. But as you start exploring ways to supercharge your own customer service efforts with AI, you might have questions about the benefits of this emerging tech, as well as which solutions will help you achieve your goals.
What is AI-as-a-Service, and Do I Need It?
Published December 20, 2022
In a recent Gartner survey, a quarter of IT leaders pointed to artificial intelligence (AI) as the game-changing technology for their company in 2021. In addition, 40% of small-business leaders in Capterra’s 2023 Top Technology Trends Survey* named AI and machine learning as valuable or potentially valuable emerging technologies for their organization.
What is Artificial Intelligence (AI), and How Does It Work?
Published December 19, 2022
According to the 2022 Gartner Hype Cycle for Artificial Intelligence, AI-powered technology is expected to hit mainstream adoption in two to five years. For small-business leaders like you, this means you’ll want to start planning how and when you’ll get on board.
CRM Spreadsheet vs Software: Which Should You Choose to Manage Customer Data?
Published December 8, 2022
Customer relationship management, or CRM, involves keeping track of customer data to maintain healthy relationships with them. Small-business leaders in high-volume industries such as retail or real estate may opt for CRM software to track leads, send marketing emails, automate sales tasks, and create custom reports, among other functions.
An Experienced Real Estate Agent Shares 3 Ways to Use Your CRM
Published October 10, 2022
Real estate agents who use a customer relationship management (CRM) system often need help unlocking its full potential. This is especially true if you're among the 54% of Realtors who use their broker's CRM versus a system they chose themselves—the faster you cross the learning curve, the faster you can get back to making sales.
Kickstart Your SEO Strategy With 6 SEO Tips for Small Businesses
Published September 30, 2022
For small business retailers and marketers with basic SEO knowledge, it's hard to tell where to focus your efforts. You don't have in-house SEO expertise to execute a long-term strategy, yet you need to continuously improve your web presence to drive traffic and sales.
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