CSM Magazine

DECEMBER 11, 2023

To navigate the market and outshine competitors, smart brokers equip themselves with a variety of tools to serve clients and manage their businesses efficiently and effectively. In this article, we’ll explore some tools that every mortgage broker should have in their toolkit.

Tools 52

Tools CRM Customer Relationship Management Guidelines 52

ClientSuccess

MARCH 8, 2022

CLV matters to customer success teams because although sales reps manage initial deals, many of the post-sales revenue (upsells, expansions, renewals, etc.) are managed in some part by CSMs. Toolkit: Sales, Marketing & Customer Success Alignment Toolkit. Ready to get started? appeared first on ClientSuccess.

eBook 75

eBook Sales Customer Success Customers 75

Retently

MARCH 20, 2024

Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better respondent management, and direct data entry into a structured database. This article breaks down the workings of CATI, showing you why it might be the solution you’re seeking.

Survey 78

Survey Data Analysis Software 78

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. As a brand manager or customer satisfaction consultant, this lets you show real progress in the short term and demonstrate that your work is producing measurable value.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

ChurnZero

APRIL 18, 2024

Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. Here are a few approaches based on what you might already have in your digital toolkit: The cold turkey approach: it’s bold, but hear us out. So, now what?

Interaction 52

Interaction Customer Engagement Engagement Customer Journeys 52

ClientSuccess

JANUARY 19, 2021

Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey. What is the customer journey? eBook: Top CS Executives Predict Trends. Webinar: Creating an Onboarding Program.

Customer Journeys 69

Customer Journeys Customer Success How To eBook 69

ClientSuccess

DECEMBER 5, 2022

Gain insights into customer needs in order to develop better offerings. Learn more about the customer journey with this toolkit. Gain insight from your Customer Success Managers (CSMs) and others who work closely with customers to determine who should not be included, and who the top contenders should be. Happy CAB-ing!

Tips 87

Tips Customer Success eBook Meeting 87

ClientSuccess

JUNE 8, 2022

You can get more insight on preventing customer churn and developing an end-to-end customer lifecycle focused on growth with these additional resources from ClientSuccess : Webinar: Churn Probability Score – How to Recognize Risks and Predict Customer Success. Toolkit: Churn Management Toolkit. Want to learn more?

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

Experience Investigators by 360Connext

AUGUST 9, 2022

But if teams are collecting insights, sharing them with certain teams and leaders, and then immediately moving on to the next survey, that’s not truly a strategy. Why do we need these insights? What is the goal of responding to these insights? That’s why Customer Experience Management is so critical.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

ClientSuccess

JUNE 1, 2022

Unfortunately, while these are all not directly related to customer success or customer relationship management, the CSM is on the front lines of these relationships and is often looked to as the leader in all things customer churn. Instead, ask for customer feedback on an ongoing basis and review these responses for immediate insight.

Tips 52

Tips Roadmap Customer relationships Customer Relationship Management 52

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

inQuba

APRIL 21, 2022

Combined offering provides CX practitioners with a one-stop solution for both customer experience (CX) and customer journey (CJ) management programs to greatly reduce churn, increase adoption, and lower costs. Today, customer experience insights are not enough. Published by InMoment on 20 April 2022. Together we deliver just that.”.

Return on Investment 52

Return on Investment ROI Customer Journeys Insurance 52

SurveySparrow

APRIL 28, 2024

With features like automated surveys, reminders, and diverse question formats, SurveySparrow provides a deeper look into student experiences and needs, making it an essential tool for managing feedback in the educational setting. I will explain why SurveySparrow’s student feedback form is trusted by millions of teachers worldwide.

Tools 52

Tools Feedback Analytics Survey 52

ClientSuccess

FEBRUARY 8, 2023

So if you’re looking for answers on how best to manage customer renewals, then read on! The CSM manages the day-to-day relationship and is primarily responsible for driving value for the customer and broad adoption of your product. Learn more with our Sales, Marketing & Customer Alignment Toolkit.

Customer Success 71

Customer Success Sales eBook Resources 71

inQuba

APRIL 5, 2023

Failure to do so can come at a cost, and LOB (Line of Business) managers need to understand these relationships to maximize revenue and grow the customer base. Driving innovation Understanding the relationship between business channels and profitability can provide insights that drive innovation and new business models.

Measurement 52

Measurement Management Call Center Customer Journeys 52

Beyond Philosophy

NOVEMBER 13, 2021

She also shares how understanding Scarcity and how it drives customer responses can make it an important tool in your marketing toolkit—but only if you know how to use it well. 32:51 We all share our insight into how people can use what they know about Scarcity to improve their customer strategy. Please tell us how we are doing!

Tools 78

Tools Consulting Financial Customer Experience 78

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. creating a customer advisory board to collect customer insights. But what are customer advisory boards? How do they work?

Roadmap 118

Roadmap Feedback B2B Survey 118

CSM Magazine

APRIL 20, 2022

In this second blog of the series, we explore why technologies that humanize experiences through the likes of AI-infused analytics and intelligent automation, such as modern Workforce Engagement Management (WEM) solutions, are the next step towards developing a robust wellbeing strategy. 3 ways to de-stress the workforce.

Technology 52

Technology Analytics Tools Customer Centricity 52

CSM Magazine

JUNE 16, 2022

Be accessible at all times and show staff you care and value their contribution by checking in regularly and giving them the autonomy to do their job without micro-management. Make workforce management a core component of your digital-first strategy but encourage good housekeeping. About the Author.

Self Service 52

Self Service Connections Analytics Tips 52

ClientSuccess

NOVEMBER 22, 2021

But did you know sentiment management can also be a customer marketing focus? Collecting data and insights from each of these channels – and then sharing it with the necessary teams – ensures that your team can proactively act on the information you have and be a true Voice of the Customer. . Toolkit: How To Build Customer Loyalty.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

Alida

OCTOBER 18, 2018

Scott : This is an exciting opportunity for some of our customers to share the insights they are using in their organisations, and the impact this is having. Please give everyone an introduction to your insight communities. Jemma, Etsy : I work in an unconventional insights function. Introductions.

How To 113

How To Groups Customers Innovation 113

SurveySensum

JANUARY 11, 2024

The Magic of the Right Tools Imagine a toolkit that speeds up processes and enhances the quality of work. So, it requires you to manage your team well. Tracking key performance indicators related to employee productivity and customer satisfaction can give you insights.

e-support 52

e-support Culture Feedback Tools 52

Centercode

JANUARY 16, 2020

That includes Customer Validation (CV) professionals like you who collect and disseminate customer data and insights, which makes you a driving force behind tomorrow’s game-changing technology. (Go Project Management. If you’re like many CV professionals, you’re managing your projects with limited time and resources.

Resources 69

Resources Conference Analysis Analytics 69

BirdEye

NOVEMBER 20, 2023

They take care of the busy work – sending invites, tracking new recruits, managing rewards – so you and your customers can focus on what matters. In addition, analytics offer actionable insights, making Birdeye a comprehensive tool for online reputation management and referral marketing.

Software 64

Software Marketing Multi-Channel e-support 64

Help Scout

APRIL 27, 2021

Understanding and managing the power of the queue is critical to a sustainable customer service organization. Why “manage the support queue” at all? That certainly would appear fair and effective, but a well-managed queue can do more than that for you and your team. 14 ways to manage your support queue. Adapt and improve.

Self Service 118

Self Service Management Tips Metrics 118

Alida

JUNE 30, 2017

One important tool in the company’s toolkit is Cadillac Collective, an insight community that allows the company to engage with car owners and enthusiasts on an ongoing basis. The purpose, saysEric Angeloro, is to deliver insight that informs customer-centric decision-making and strategy. Don’t forget the post-sale relationship.

Automotive 138

Automotive Industry How To Customer relationships 138

AWS Machine Learning

MAY 9, 2023

This data is difficult to interpret or analyze programmatically and limits how organizations can derive insights from it and serve their customers more effectively. Users can build visualizations, perform ad hoc analysis, and quickly get business insights using Amazon QuickSight. All services are either managed by AWS or serverless.

Healthcare 68

Healthcare Data Resources Analysis 68

PeopleMetrics

JUNE 26, 2019

Forrester’s revelations were billed as radical, but at their core delivered a message that should be obvious to all of us: While our toolkits have grown immensely, customers still demand a simple, easy experience. Almost every business has some sort of customer experience management ( CEM ) program.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

Maru Group

FEBRUARY 18, 2021

It shouldn’t be this way: with the right objectives and capabilities an agile program can deliver to the standards of the most demanding Insight Professional. Well-executed Agile research delivers insights at the speed of business. This powerful capability optimizes the insight potential in every project.

Healthcare 52

Healthcare Survey Course Report 52

Chadwick Martin Bailey

FEBRUARY 22, 2021

John partners with clients to uncover deep consumer insights and define effective marketing and brand strategies. I love the marriage of insights and strategy. I enjoy learning about the differences in consumers, and it’s fun to make use of every tool in our toolkit in to get the most out of insights (especially consumer psychology).

Consumers 52

Consumers Sports Leadership Hotels 52

West Monroe

JUNE 12, 2023

I actually believe that facilitation skills are critical for managers and leaders across levels; it needs to be a tool in that toolkit. By the time you're at the senior manager level, you need to be an excellent facilitator of groups if you want to be effective. This is a shout out to all of my under-recognized leaders.

Leadership 52

Leadership Healthcare Innovation Case Study 52

Maru Group

FEBRUARY 18, 2021

It shouldn’t be this way: with the right objectives and capabilities an agile program can deliver to the standards of the most demanding Insight Professional. Well-executed Agile research delivers insights at the speed of business. This powerful capability optimizes the insight potential in every project.

Healthcare 52

Healthcare Survey Course Report 52

Beyond Philosophy

OCTOBER 26, 2023

Since we discussed this on a recent podcast, and I thought many of you might have the same problem, I thought I would also share our insight on this topic here. So, if we make our brand independent of our strategy, we leave a significant tool in the toolkit instead of using it to deliver value. In other words, it’s just a tool.

Brand Values 89

Brand Values Brands Social Media Sports 89

Horizon CX

DECEMBER 31, 2018

With that in mind, I offer the following observations and insights. NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. They’ve applied it as if it were some “magic dust” and the resulting magic just didn’t happen or meet their expectations.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Wootric CX Blog

JUNE 1, 2020

Picture Sophie, an Accounting Manager who uses the free version of Zoom to chat with her brother in Spain. Product managers and UX teams need to understand anything that is slowing end users down, so they can figure out how product design can alleviate that friction. What does this look like? Product or feature adoption.

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

Clarabridge

AUGUST 3, 2017

By: Ellen Falci, Product Manager, NLP/Enrichment, Clarabridge. As NLP toolkits like Stanford NLP, NLTK, spaCy, IBM’s Watson and Google’s SyntaxNet become more consumable, they are quickly divorced from their technical origins. We advocate for layering new types of language analysis to expose new kinds of insights.

Analysis 0

Analysis System Analytics Consumers 0

CSM Magazine

MAY 5, 2022

I have been in the Workforce Management (WFM) business for over 20 years and during this time, contact centre leaders have again and again told me that one of their biggest challenges is balancing the needs of employees with great customer service. For example, agents can now add work hours on either unscheduled or scheduled days.

Self Service 52

Self Service Omni-Channel Call Recording Customer Satisfaction 52