InMoment XI

FEBRUARY 2, 2024

The event brought in senior leadership from analytics, CX, insights, and VoC programs from 44 different brands, all with the common goal: sharing how integrated CX is making groundbreaking changes to their companies, customer experiences, and the market as a whole. Responding to both positive and negative feedback can’t be overstated enough.

Hospitality 260

Hospitality Call Center Retail NPS 260

CustomerSuccessBox

SEPTEMBER 15, 2021

The competition is growing in the SaaS industry and customers now have many choices. This means businesses have to find new ways to improve retention and reduce churn. After all, when another product is never more than a click away, any competitive advantage becomes essential. Why you should have customer success.

Customer Success 52

Customer Success B2B Net Promoter Score Competitive Advantage 52

SmartMessage Blog

JULY 20, 2023

Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. Statistics state that it is more profitable to keep current customers compared to acquiring new ones. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 52

Loyalty Management Loyalty Programs Competitive Advantage 52

SmartMessage Blog

JULY 13, 2023

Companies build strategies and heavily invest to maintain a solid customer base in today’s fiercely competitive business world. Statistics state that it is more profitable to keep current customers compared to acquiring new ones. According to expressanalytics, customer retention costs up to 6 times less than acquisition.

Loyalty 40

Loyalty Management Loyalty Programs Competitive Advantage 40

CCO Council

JUNE 24, 2014

B2C industries tend to see results more rapidly than B2B. Industries with intense competition show heightened impact from the CCO. Recommendation : CEOs and Boards must commit from the outset to support and invest in the CCO and his/her initiatives for a minimum of two years to ensure the highest ROI.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Gainsight

NOVEMBER 18, 2019

According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets.

B2B 12

B2B Metrics Measurement Competitive Advantage 12

Oracle

JANUARY 11, 2021

Today’s episode is about how sales can best support the customer experience (CX) and how organizations can best support their sellers, in particular inside or digital sales reps. We also dig into something that’s either the Achilles heel or competitive advantage for sales teams: CRM. How do you do an ROI?

CRM 55

CRM Sales System Competitive Advantage 55