All posts containing Quality management


How Revenue Operations Can Support & Increase Sales Growth

Amy Dawson is a freelance copywriter specializing in content creation and PR strategies. With a background in recruitment, Amy has spent many years writing about how to make the most of your job hunt, from finding out where to search for your dream job, to preparing for your interview and understanding what to expect from your employer.

For many years, businesses have seen better sales & business performance as a result of dedicated departmental operations managers: Sales operations, marketing operations, customer operations, systems operations, they all work to improve the operational efficiency of their teams.

However, this kind of vertical organization can make it difficult to figure out how sales, marketing and customer success can work together optimally.

Siloing operational knowledge like this often leads to inefficiencies and reduced performance.

That’s where the role of revenue operations (also referred to as RevOps) comes in: Their goal is to increase efficiencies and ensure that each strand is working together harmoniously.

In this Process Street post, we’ll be covering:

The 11 Best Screen Sharing Apps (And How to Use Them)

screen sharingWhether it’s regular stand-up meetings with your team, customer communication, delivering feedback, demoing a new feature, or leading a webinar, screen sharing apps are so useful in the remote workplace that finding the best fit for your needs is an important task.

Well you’re in luck, as there are many offerings to choose from, not least due to the recent explosion of remote work around the globe.

In this Process Street article, I’ll be covering all of the best screen sharing apps (including those with remote desktop access), with advice on price, features, and what each tool is best used for.

Here’s a quick list of the screen sharing & remote desktop software I’ll be looking at:

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How to Implement Workplace Monitoring & Preserve Employee Autonomy

workplace monitoringI play video games at work.

It’s the remote manager’s nightmare: A wayward employee who does whatever they want because they lack the strict supervision of the office to keep them in line. Critics of remote work would seize on this very scenario as proof that remote workers are merely lazy and entitled.

Should employees’ web activity be tracked to make sure they’re putting in a solid eight hours of work time?

For those remote workers who don’t have designated space or equipment that is “work use only,” why should they agree to be surveilled in their homes and on their personal devices?

How do you guarantee that both your clients and your employees can feel secure that what is meant to be private will not be made public?

Most importantly, if the deliverables are delivered when they should be, does it matter how they got there?

In this Process Street post, I’m going to (attempt) to provide answers to some of those questions, discuss the issues employers need to consider before monitoring employees, and look at some “soft surveillance” alternatives to hard data collection.

Read on!
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Don’t Micromanage: How It Destroys Your Team and How to Avoid It

micromanage

It’s hard watching someone make mistakes, especially if you already know how to avoid them.

Staying silent while they slip up (or even do things in ways you would not) is harder.

That doesn’t mean you have an excuse to micromanage them.

Micromanagement is the ultimate controlling management style. It’s demoralizing and counter-intuitive, as the desire for control to make sure everything goes to plan only creates more problems in the long-term.

That’s why in this Process Street article, we’ll be looking at:

Let’s get started.
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Customer Lifecycle Software Stack: 12 Tools to Help You Raise Profits by 75%

customer lifecycle software stackThe customer lifecycle begins with awareness and matures to advocacy, from the first interaction with your brand, to an evangelized super-user who raves about and recommends your product to friends, family and associates.

This Process Street article focuses on the customer lifecycle management – how to understand the different stages of the customer’s lifecycle, and guide them from initial awareness to long-term advocacy, with the help of tech.

Optimal customer lifecycle management is vital as this can maximize customer lifetime value (CLV) by boosting customer retention. This, in turn, will bolster your bottom-line by:

  1. Selling to an existing customer base: There’s a 60-70% chance of selling to an existing customer base relative to a 5-20% chance of selling to new prospects.
  2. Increasing customer retention: A mere 5% increase in customer retention is enough to raise a company’s profits by 75%.

Getting customer lifecycle management right can be tough. To help you, we’ve put together this list of essential tools to complete your customer lifecycle software stack, for optimal customer lifecycle management.

Each tool is chosen as per the customer lifecycle stage it’s best used for. Each customer lifecycle stage will have differing aims, which means it’s vital you use the right tools to meet your objectives. For this article, we’ve done the work for you.

Let’s dive right in!
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3 Ways Big Data Will Influence the Future of People Analytics

big data people analytics
Big Data freaks me out.

Chalk it up to being spoonfed George Orwell at an early age or adolescent heroes like Fox Mulder and Neo. Maybe it’s being one of those darn, pesky Millennials always rousing rabble while perpetually straddling the conflicting worlds of analog vs digital.

Regardless: I do not trust institutions, especially institutions that want my information.

On the other hand, I use Google for everything, Alexa lives in every room of my house, and I get really annoyed when Netflix doesn’t remember that I watched something. 10 years ago. On DVD.

We will live within this dichotomy of acceptable spying and unacceptable spying. “Cyberstalking” acquaintances, colleagues, and future partners is considered the norm, as a consumer, it’s fantastic. Who doesn’t love being shown that exact thing you don’t really need the minute you pop ‘round to your friendly internet megastore?

All of those things depend on Big Data. As data collection methods improve, more and more applications for that data are coming into play. In addition to customer profiles, education, healthcare, and finance are all jumping on the Big Data bandwagon.

While traditionally more art than science, HR departments have also become recent converts to the sway of data collection. Applying hard data to soft skills may feel wrong, but people analytics has a vital role to play in measuring the employee experience.

But with additional metrics, new sources, and faster methods of collection popping up every day, what will the future of people analytics look like? More importantly, what role will Big Data play in that evolution?

In this Process Street post, I’m going to look at exactly what Big Data is and the three primary ways it will affect the hows, whys, and whats of people analytics going forward.

To the future!
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7 Ways Salesforce Achieves Complete Customer Engagement Using The Four Realms of Experience

7 Ways Salesforce Achieves Complete Customer Engagement-01

Hello, and welcome readers to the experience economy.

Take my hand and I’ll guide you to a place of psychic gratification. Feel your senses tingle, and your attention sharpen. You’re entering a new chapter of customer success, one that’s immersive and marks the next economic stage.

Businesses are no longer competing on a commodity level. In a digital world, with growing immersive processing power, organizations must crack the whip and adopt the experience mindset. This is a mindset that’s focused on customer success and delivering exceptional experiences instead of commodities.

In this Process Street article, we take a look at how one particular tech unicorn is succeeding in this experience economy.

You got it, I’m talking about the tech-tycoon Salesforce.

Salesforce is one of the largest tech companies to date with over 49,000 employees in 28 countries and has built the world’s most demanded CRM. Part of Salesforce’s triumph lies in the organization’s customer success capabilities. And today, you will learn how they’ve perfected customer success using principles from the experience economy.

Grab onto your seatbelts as you’re about to be blown away!

Here we go!💨
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The 4 Ingredient Categories Your People Analytics Framework Needs to be Effective

The 4 Ingredient Categories Your People Analytics Team Needs to be Effective

“I really must go to the third floor,” Renfield insists over the other employees’ protests. “I’ve been asked to consult with the head of people management about creating an analytics team. They’re expecting me.”

One of the nearby workers grabs Renfield’s lapels and pulls him close. “You don’t understand,” the man says. “We here in the office believe that people management is…” He glances around, nervously, leans closer and whispers, “We believe they’re really… human resources!”

“Oh, that’s just assistants’ gossips,” Renfield says. “Now, really, you must let me through. I have an appointment.”

“Wait!” The office manager pushes through the crowd, waving a form above her head. “If you won’t listen, then take this W-2. It’ll protect you.” She thrusts the form into Renfield’s hand and adds, “It’s riddled with mistakes.”

The third floor is dimly lit, offices still only partially constructed, furniture still draped in plastic. No signs indicate where he should go and a sense of abandonment clings to the scent of still-wet paint. “Hello?” he calls.

A figure appears, the light flickering around them. “I bid you welcome,” they say, and Renfield notices the tappity-tap-tap of many fingers rushing over keyboards. “Listen to them, the collectors of data. What music they make! Come along,” the People Team leader instructs, gliding down the hallway toward a single shaft of light Renfield can swear wasn’t there a moment ago. “Data is the life, Mr. Renfield.”

Wait. Why are you talking about vampires again, Leks?

There is a reason, and I assure you it’s not merely a way to shamelessly shoehorn my side interests into work-related topics. (Mostly.)

For contemporary businesses, data really is the lifeblood of your company. It’s what keeps everything moving from making sure there are paper clips in the supply cabinet to getting your product into the hands of the right user. Without accurate, up-to-date data, your organization isn’t even in the running to be a successful company.

While gathering quality consumer data is essential for the contemporary organization, data analytics has another equally important role to play: people management.

There are four main categories you need to think about for an effective analytics framework: Enablers, Deliverables, Stakeholder Management, and Governance.

In this Process Street post, I’ll explain what they are, how to use them, and how to not be creepy about it. Before you know it, you’ll wonder how you ever made HR decisions before people analytics came along.

Let’s analyze some data!
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Introducing Pages: Your Free-For-Everyone Home for Team Knowledge

announcing pages

Way back in 2013, in a converted horse stable in Buenos Aires, the first version of Process Street was just starting to come together.

From day one, we were inspired by the concept of a repeatable checklist. We still love checklists. And we’re still guided by that initial concept. But we’ve come a long way.

Over the years, we’ve evolved checklists into Workflows and grown our Workflows product in new and exciting ways. Workflows continues to be a cornerstone of the Process Street platform with even more exciting developments in the works.

Now, we’re excited to announce Pages: a new, companion product to Workflows. It’s the latest step in evolving Process Street from a repeatable checklists tool to a complete, modern process management platform.

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7 Questions to Ask When Auditing Your Customer Success Processes

customer success audit processBora Lee is the Manager of Customer Enablement at ChurnZero. She is passionate about helping customer success teams succeed by crafting big-picture strategies executed through automated, streamlined processes that put the right data in front of the right customer at exactly the right time. She works hand in hand with customer success leaders to create fruitful, long-term relationships and to maximize customer satisfaction. In her free time, you will find her scuba diving and traveling.

Since customer success (CS) is still an emerging field, it’s not uncommon to find CS leaders who are founding their company’s first CS team or creating CS processes from scratch. Being the new department on the block, you may have had to find workarounds to other team’s more established processes. Or you might have encountered the common workplace scenario of inheriting your predecessor’s way of working.

No matter how your processes came to be, I can tell you one thing: they’re not perfect.

You can’t put your processes on a pedestal or become complacent with their adherence. Your market, solutions, and customers are constantly evolving. Your processes must adapt to the people and to the context – not the other way around.

Especially when you’re implementing CS processes for the very first time, it’s impossible to account for the multiple variances that will occur when you put concept into practice.

Instead of striving for process perfection, a goal more worthy of your efforts is the continuous improvement of your processes – routinely assessing their design, usage, output, and effectiveness.

And that’s where audits come in. By auditing your processes, you can uncover if dips in your performance metrics are merely a fluke or perhaps the cause of an undiagnosed bottleneck. Or if outwardly unrelated customer complaints actually stem from the same source.

As you audit over time, your small incremental efficiency gains add up. Consistent and measured refinement is the key to sustainable growth.

When auditing, it’s all about asking the right questions to uncover both the visible and underlying issues in your processes. To keep your customer success operations running smoothly, in this Process Street article, we’ve detailed a few simple, yet commonly overlooked questions to ask during your next process audit:

Let’s get right to it!
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