The 2020 Customer Communications Review

Let’s just say picking up the phone isn’t the only option anymore. Now, we can email, live-chat, even text businesses to get answers to our questions. But those forms of communications go the other way too— businesses can now text their customers (and prospects), email them with offers and promotions, and, of course, call them.

But is this actually good for business? Or is it just annoying and alienating customers (and potential customers)?

In this report, we’ll look at consumers’ preferences when it comes to communicating with businesses and dig into how businesses can reach out in a way that’s actually productive and effective.

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Unrecognizable collaboration

Every year, video penetrates our personal lives a bit more. We broadcast personal events on Instagram Live, chat with our friends on FaceTime, and leave video messages on WhatsApp. As we’ve become more comfortable with video chat, it has steadily spread into the professional sphere.

In the last few years, we’ve seen an explosion of new workplace applications. Innovators are building virtual rec rooms, simulating spontaneous office conversations, and facilitating spontaneous conversations between remote colleagues.

In this insight report, we’ve profiled 5 of the most exciting applications, investigating precisely how organizations are implementing video and how it’s affected their teams.

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How the Combination of Message, Video, and Phone Will Reshape the Future of Work

Before COVID-19, organizations dabbled in remote and flexible work arrangements for many years without any particular urgency. In the wake of COVID-19, however, the slow-and-steady approach turned upside down. Businesses suddenly had to accelerate their remote work plans and get employees completely equipped to work from home.

As business leaders plan to support more remote work in the immediate and distant future, equipping remote workers with the right technologies is mission-critical. It’s time to move into the next phase of remote work and explore permanent collaboration solutions - with WFH 2.0.

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Sullivan Solar Power’s IT Leader Enables Lead Generation and Revenue Growth

When Daniel Sullivan started Sullivan Solar Power he had one goal in mind: to transform the way the world generates electricity.

At the time his company launched in 2004 it was one of few in the San Diego area that installed solar power systems. Since then not only has Sullivan Solar Power grown tremendously, so has the industry itself.
But the company’s fast growth was hindering their ability to deliver. Sullivan Solar Power needed to find a way to stay ahead of the competition. Company leaders quickly identified that they needed a better way to manage an exploding volume of sales leads.

The company’s spreadsheet-based system for tracking leads was inconsistent and impossible to report on making it difficult to know the actual number of leads. The team turned to Quick Base to quickly build a centralized system to manage sales leads and other key company information. They have since leveraged Quick Base to streamline multiple processes and functions, from multiple business functions like HR, Purchasing, and IT.

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Drive Business Success with a Dual-Track Approach to Transformation

Digital transformation has become the watchword—or, some would say, buzzword—in corporate suites for much of the past decade. The drive to leverage digital capabilities comes as operational agility is seen as the answer for innovating new business models and serving rapidly shifting customer demands. The Covid-19 pandemic has only intensified the need for organizations to move quickly to prepare for the next large-scale crisis or seize a new opportunity.

Quick Base has sponsored this research by Harvard Business Review Analytic Services to explore why IT leaders are embracing dual-track transformation, the impacts on their businesses, and how they are implementing rapid-cycle innovation to support this strategy. In this survey, you’ll see data that reflects input from over 400 IT leaders, as well as crucial insight from chief information officers at some of the largest companies in the world.

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5 Proven Ways to Drive Continuous Improvement

Process is the lifeblood of every business, and yet too many organizations suffer from processes that are inefficient and unsustainable. Whether your organization is stuck navigating a snarl of unwieldy spreadsheets and emails or painstakingly customizing large, complex systems with part-time support from overworked technical teams, the result is the same: a bogged-down business with frustrated employees, customers, and shareholders.

It doesn’t have to be this way.

Creating and sustaining efficient business processes requires expert planning and design, but also supporting technologies to keep work moving across the entire process. In this eBook, we’ll show you how five different organizations transformed previously disparate tasks and workflows into a seamless process with all the benefits—at a fraction of the cost or time commitment—of customizing legacy business applications.

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Remote Buyers Guide

More and more organizations are looking to implement an intuitive remote support solution that gives support professionals on-demand productivity and provides quick resolutions to the ever-evolving set of pains that bedevil support teams today. But choosing the best remote support solution can be a challenge, especially as user expectations grow and systems become more complex and offer more options and features.

This buyer’s guide can help you select the remote support tool that will work best for your organization. With more than 15 years of experience, LogMeIn delivers remote support solutions with key features and functionalities that make us the market leader in the remote support space.

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The OKR Maturity Model

Aligning Employee Execution with Business Strategy

The OKR Maturity Model will show you what a mature OKR process looks like and act as a guide to help you create this in your organization. This tool is for businesses to assess their current program maturity, in order to plan a path of upward progression. Join OKR experts and Intel alumni Howard Jacob and James Cape and Ally’s Jes Baum in a three-part series on how to develop a mature OKR program.

Each webinar in this 3-part series is geared towards one of the three phases it takes to adopt a fully mature OKR process.

Fill out the form to register for the on-demand webinar series!

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Remotely Onboard Your Next New Hire in 15 Minutes or Less

You’ve just made a great new hire and tomorrow is their first day.

What will be their first impression of your company? Will a pile of paperwork greet them at the door? Will they spend the day signing documents, poring over fine print, and reviewing HR policies?

When a new hire spends their first day mired in paperwork, it’s frustrating for the employee and unproductive for the employer. But it doesn’t have to be this way!
With the right systems and workflows, onboarding a new hire can be a simple, pain-free process for both HR and the new employee.

You will learn:

• The components of a top-notch, streamlined onboarding process
• How to start your new hires off on the right foot, by eliminating paperwork, and
reducing onboarding time to 15 minutes
• How to be compliant with various laws and regulations

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State of the HR Profession Report: How COVID-19 is impacting Human Resources in small businesses across the U.S

To illuminate the current state of the human resources industry in relation to the COVID-19 crisis, GoCo conducted a study on the challenges and priorities of hundreds of HR professionals. Download your free copy of the report today to learn exactly how the HR profession is faring amid shelter-in-place orders, emergency family medical leave (EFMLA), and hiring freezes.

Key takeaways include:

• Major challenges HR professionals are facing
• How HR pros are communicating new policies and procedures to their employees
• Steps businesses are taking to mitigate the economic impacts of the COVID-19
crisis
• Stories & advice from your peers to help navigate uncertain times

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Onboarding 101

Having a good onboarding program in place increases retention rates by 52%; yet , only 12% of employees think their organization does a great job onboarding new hires.
Bottom line: Great onboarding matters.
Download our onboarding 101 e-book , and find the step-by-step process to build an experience that will set up your new hires for success with your organization.

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Webinar – How to build a world-class API ecosystem

Today’s most successful organizations recognize that the experience they create for the participants in their API ecosystem will determine their success or failure. APIs are the new products and to treat them as such, a critical step in your journey is building a next-gen developer portal.

MuleSoft, in partnership with ProgrammableWeb, has developed a baseline methodology covering best practices to help you create a state of the art developer experience. In this webinar, we will demonstrate how MuleSoft’s Anypoint Platform can help you implement these best practices to win the hearts and minds of your developers.

We’ll cover how to:

Create a communication hub for your API ecosystem
Onboard developers with low friction experiences powered by Exchange and API Community Manager
Establish and signal trust through a developer relations strategy
Support users in developing their products using your APIs

Presented By:
Varun Krovvidi, Product Marketing Manager, MuleSoft
Matt McLarty, Global Lead of API Strategy, MuleSoft

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Webinar – A CIO guide to maximizing the value of integration and APIs

From our work with thousands of enterprise customers around the world, we’ve learned that API-led connectivity brings major benefits like increased speed, agility, and scalability. Now, CIOs and chief architects across all industries can measure these benefits objectively. In this webinar, Forrester consultant Corey McNair and MuleSoft head of advisory services Brandon Cohan will provide an overview on the quantifiable outcomes of MuleSoft’s API-led connectivity approach and unique methodology. Along the way, they’ll reveal best practices and frameworks for articulating the value of integration and APIs.

How to measure the platform benefits and business outcomes of API-led connectivity.
The results of Forrester’s Total Economic Impact™ (TEI) study, which found 445% ROI for customers using Anypoint Platform.
An integration value framework to help IT leaders structure, calculate, and articulate the business impact of their integration efforts.

Brandon Cohan, Head of Advisory Services, North America West & North, MuleSoft
Corey McNair, TEI Consultant, Forrester

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Report – Forrester Total Economic Impact of MuleSoft Anypoint Platform

Forrester Total Economic Impact (TEI) study found enterprise customers realize 445% ROI with MuleSoft’s Anypoint Platform over three years. Download this report for an analysis of the total value of integration for enterprise customers.

Key customer benefits:

$7.8M in benefits within three years.
4X projects worked on over three years.
90% developer time freed from maintaining APIs and integrations.
The Total Economic Impact™ Of MuleSoft’s Anypoint Platform, a commissioned study conducted by Forrester Consulting, August 2019.

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Whitepaper – The CIO guide to crisis recovery

Businesses around the world are reopening their workplaces. But what are the next steps for CIOs to orchestrate a safe, fast, and efficient return to and grow in the new normal? Use this step-by-step guide to quickly plan, manage, and deliver mission-critical IT projects and build an agile foundation for growth in the next normal.

Download this actionable guide to:
Stabilize and respond quickly to future risk using APIs to unlock and integrate data.

Reopen safely using a connected view of employees and customers.

Build an agile business foundation to grow in the next normal.

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