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Zendesk appoints Lila Tretikov to board of directors #BrandWagon #Zendesk #LilaTretikov #BoardAppointment #TechLeadership #CompanyNews Zendesk Lila Tretikov

So Zendesk have gone out to market and acquired Ultimate. So far in the last 12 months Zendesk has acquired: Tymeshift for workforce management Klaus for QA and workforce engagement management Ultimate for AI service automation It'll be interesting to see how Zendesk handles all these acquisitions in such a short period. Will these purchases merge into the core platform, or exist in their own space? All I know is the renewal and upsell conversations with Zendesk are going to become very interesting (and hopefully not too confusing!)

This has been a long time coming, but it's finally happened. HubSpot has officially entered the world of Customer Success with its new upgraded 'Service Hub'. This is a natural move for Hubspot who, despite being a great global advocate for Customer Success (if you don't follow Daphne Costa Lopes for her excellent LinkedIn posts - you should!), has never had a solution designed specifically for Customer Success teams. They have now. What do you think of this move? And existing Service Hub customers, have you tried it out yet? https://lnkd.in/e3b6PQMt

Take me back! I mean, just look at how much fun we were having! Last week at NYCX we talked all about the Customer Experience. Some of my favorite takeaways from my chat with HubSpot's Jon Dick and Arrows's Daniel Zarick include... - Value first, expansion second: When CS teams focus on helping customers succeed, the upsell opportunities come naturally. - Speed matters: GenAI, tools like Arrows, and proactive strategies make all the difference in getting customers to value faster. - Data is everything: Integrating product usage data and CRM tools isn’t just nice...it’s essential. Knowing your customer = showing them you know them. The energy in the room was incredible, and I loved hearing perspectives from Jon, Daniel, and all of our great speakers. Whether it’s leaning into proactive CS, breaking down silos, or rethinking how we structure teams, one thing is clear: a customer-first mindset is the way forward. NYCX might be over, but the conversations are just getting started. In case you missed the event...recordings are coming soon!

⏱️ Repetitive Tasks Are Draining Your Team—It’s Time to Automate! Every customer service team faces the same challenge: repetitive tasks. They take up valuable time, lower productivity, and can leave agents feeling disengaged. But with Zendesk automations, you can transform how your team works. Our blog explores why automating these tasks should be your top priority and how you can leverage tools like triggers, macros, and apps to: ✅ Boost Efficiency – Save hours by automating ticket tagging, assignment, and status updates. ✅ Eliminate Errors – Ensure accuracy and consistency with automated workflows. ✅ Empower Agents – Free up your team to focus on meaningful, high-value interactions. At Knots, we take Zendesk automation to the next level. With our powerful apps, you can optimize workflows and say goodbye to manual processes for good. 🔗 Read the full article here: https://lnkd.in/eNjeWB7K Not sure where to start? Visit our website to discover how Knots can help you eliminate manual work and unlock the full potential of Zendesk: https://lnkd.in/e39iHN22 #Zendesk #Automation #CustomerSupport #Knotsio

🚀 Launching a Revolution in AI-Driven Customer Engagement with Agentforce! I am absolutely thrilled to share a transformative leap forward that our incredible tech teams at Salesforce have achieved — Agentforce is live and ready to change the game in customer engagement! As we celebrate this incredible milestone, I'm also taking a moment to reconnect with all my friends and colleagues. I've missed you during these intense months of development, and I can't wait to hear what you think about what we've built! 🌟 🎉 I just created my first agent using Agentforce! We're not just talking about improving efficiency; we’re talking about transforming customer success grounded on your company data with actions across service, sales, marketing, commerce and more. You don't need to code to harness the power of AI. It’s about making that future accessible to everyone in your workforce today. #Agentforce is more than a tool — it's a strategic asset. Proud to be part of our team Muralidhar Krishnaprasad (MK)Rahul AuradkarRaveendrnathan LoganathanJayesh GovindarajanAdam Evans Southard JonesSireesh BodireddygariAmit Sharma Anil Nori 👉 Are you ready to redefine engagement in your industry? Join the Salesforce #BuiltWithAgentforce Quest. 🔗 Start your journey today: https://lnkd.in/gsa5EbfT #AI #CustomerSuccess #Salesforce #SFgiveaway

Customer Success: A 5-Star Review At Zenarq, we’re dedicated to helping our clients optimize their Salesforce investment, ensuring they achieve maximum ROI through modern, efficient solutions. Recently, we had the pleasure of partnering with ConsumerAffairs, where our expert team swiftly addressed multiple outdated systems, enhancing their Salesforce environment in just days. A special thanks to Brian Boyd and the team at ConsumerAffairs for their trust and collaboration throughout this successful partnership. Our ability to quickly identify pain points, coupled with our proactive communication and thorough post-implementation support, has set a new standard in Salesforce consulting. But don’t just take our word for it—our clients are seeing the results firsthand. At Zenarq, we believe in Connect. Collaborate. Create. This partnership showcases the power of collaboration to create impactful digital transformations. Ready to see how Zenarq can help you optimize, streamline, and maximize your business potential? Reach out to us at [email protected] to get started! #Salesforce #SFDC #DigitalTransformation #SuccessStory #Zenarq #ConsumerAffairs #CustomerSuccess #Innovation

Very valuable advice for CSMs and folks who manage accounts. In my career I've often felt like, despite being in highly visible roles, I shouldn't challenge clients. That likely stems from my time in a call center, working hard to keep clients calm and happy. Daphne Costa Lopes summarizes here, very succinctly, why and how challenging your clients and customers can be an important and effective relationship-building strategy for many client-focused roles in B2B. Wisdom to keep in your back pocket, especially if your recurring meetings are getting stale and unproductive. #customersuccess #csm

This article really resonated with me. After attending TSIA last week, I have been evaluating what is the best way for customer success to advocate for the customer while also partnering with internal teams to avoid silos. But it is so much more complex than just advocating for your customer. So many see the role as Account Management- as Daphne Costa Lopes says here, taking notes, providing product knowledge and updates, help with support cases. In order to be the customer's voice though, your focus needs to be on what will make the customer "successful": - Meet the expectations or needs as to why the customer purchased or renewed - But moreover, understand what the customer's overall business goals are and what else they can do with the product that they didn't even know was possible - Lastly, it is your responsibility to say, "I think this is the wrong path or choice for the outcomes you are expecting." If we don't share those concerns, we are not really putting the customer's success first. As I start thinking about wrapping up projects for the end of the year and customers are looking towards 2025 goals, I will challenge myself to be honest and upfront with them about what their success means. Even if it is a tough conversation.

Really great write up here. As a CSM you likely have insight into how your successful customers are using your business for their own growth. You have the data to see what is making them successful, and you have the insight to know what both does and doesn't work. While you obviously don't want to be sharing business secrets for your clients, you can use what you know to help your clients succeed. This also means having some tough conversations and asking, "Why do you believe this will be successful?" or maybe having to say, "I understand why you think this will work, but I have seen this strategy deliver lackluster results, maybe I can suggest something that will work better for you..." At the end of the day, the decisions are theirs to make, but if you are not giving them the benefit of your knowledge and insight you are depriving them of a valuable tool to help them succeed.