Laura Ballam
Laura Ballam
Laura Ballam leads TeamSupport's marketing and sales development functions. Laura's passion for the customer experience guides her marketing decisions and fits perfectly with TeamSupport's customer-focused culture. Prior to joining the team at TeamSupport, Laura held multiple positions in marketing and sales support, including managing marketing and CRM for a global manufacturing company where she was responsible for developing and implementing the company's traditional and online marketing strategies in North and South America.
Understand your customers better with support software
The best business-to-business (B2B) customer support strategies are those that go beyond quickly resolving issues as they arise, and instead focus more on understanding...
Information security for SaaS companies
Businesses that offer Software as a Service (SaaS) to their clients have to deliver exceptional business-to-business (B2B) customer support and experience in one very...
How to reduce customer churn
Reducing customer churn (aka lost customers) is a top priority for companies operating in the business-to-business (B2B) space, especially because this metric has a...
Customer Experience is Critical for B2B Growth
As we start a new year full of goals and ambitions, it's important to have a solid focus for the year ahead. Accenture, a management...
The 3 Dimensions of Customer Experience
Customer experience is a hot topic these days, and for good reason. Dozens of studies show that improving the customer experience can have a...
5 Reasons First Contact Resolution May Not Be Good
First contact resolution (FCR) is a widely used measurement for how well a company is meeting customer expectations. In theory it measures both efficiency...
5 Metrics to Assess Customer Support Success
In providing customer support, the holy grail is of course customer satisfaction. Are your customers happy, did they have a good customer support experience,...
Customer Onboarding is Essential in SaaS
We've written several pieces about Software as a Service (SaaS) and how it is very different from the old model of on-premise installation. The...
Providing effective customer support to B2B customers varies from B2C
Providing effective customer support is essential for any kind of business, but customer service for B2B companies is different than B2C, and it's important...
In SaaS every employee is involved in sales
Software-as-a-service companies have many complexities, but one thing always holds true - SaaS companies sell a product. This means every part of the business...
Managing customer service expectations
Customer expectations are directly tied to your customer support team's success. Customer support is directly connected to your customers' expectations. While you can measure success...
5 strategies for managing customer expectations
A company's ability to provide excellent business-to-business customer support can only go as far as its ability to manage - and ultimately exceed -...
Customer Service is about the Customer
The golden rule of customer service is not "the customer is always right", it's that at the end of the day, no matter what...
5 things to remember when scaling your customer support
When you're scaling a business, it's difficult to make sure customer support keeps pace. The difficulty stems from the fact that as a business...
Why human support is still required
Research shows that customers prefer to talk with customer service reps instead of a computer. When customers first call for support, many are met with...
Collaboration enhances the customer service process
In the past, customer service was generally conducted in a one-ticket, one-representative process. That method is not an efficient way to conduct customer support....
Senior management’s impact on customer service
The customer service industry is usually focused on two important roles - the customer and the customer service representative. While those are of course...
3 reasons a bad review is actually good
No matter how large or small your company is, you need to make a point to sort through customer feedback. Feedback in the form...