Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C. Best independent blog content. People to follow.

Omni-Channel 55

Omni-Channel Multi-Channel B2C B2B 55

Magellan Solutions

JULY 28, 2021

Instead, it just diverted and dispersed much of that activity across different channels. Social channels leveraged a captive audience to deploy new commerce features. Sales channels. Advertising channels. Optimize your business with data and analytics. Multi-channel retailing. Multi-channel retailing.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52

LiveChat

APRIL 20, 2018

As a B2B company, you’ll know that the process of attracting, nurturing and converting leads is the cornerstone of your business. In recent years, live chat services have emerged, not only as a popular customer service channel but also a reliable way to nurture and generate leads. Interact and engage with leads in real time.

B2B 50

B2B Tips Social Media Sales 50

Hero Digital

JUNE 27, 2019

When you consider your paid media, website CMS and analytics, marketing automation, CRM, social media, purchase transactions, and customer support, that number easily stretches into the dozens for enterprise companies. As a result, multi-channel, multi-touch attribution becomes much more realistic.

System 45

System Data Marketing Multi-Channel 45

Pointillist

FEBRUARY 19, 2018

AI and customer journey analytics are key components in assembling businesses with One Voice, joined across silos and touchpoints. Data unification is a must for any type of behavioral analytics. Our web analytics and CRM platforms take advantage of this inherent luxury. Data Unification. Business Context.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

Solvvy

AUGUST 21, 2020

Next-gen chatbots provide support analytics and customer insights. The chatbot then immediately delivers the right reply or intelligently routes the customer to the proper support channel. Next-gen chatbot platforms provide critical customer support analytics and insights. Next-gen chatbots improve your customer experience.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

CustomerSuccessBox

JUNE 20, 2022

To do that, they need to: Track a dozen of complex metrics, Study analytics, Optimize the onboarding workflows, and Monitor the “n” number of other tasks. Tools like Slack and Zoom for example have gained immense popularity across B2B organizations to support this. Customer success effort is a complex function. Growth Stage SaaS.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

SurveySparrow

AUGUST 31, 2020

Here are 10 of the best sales management tools: #1 Zoho CRM. Zoho CRM manages the sales process with the help of advanced analytics which helps you create targeted marketing campaigns, measure your campaigns, analyze the effectiveness, create email marketing campaigns, and improve the quality of the leads that you get.

Sales 59

Sales Tools Management CRM 59

SurveySparrow

OCTOBER 5, 2021

Its simple interface and detailed analytics makes it a favorite amongst marketers. For a B2B business, LinkedIn Sales Navigator is one of the best lead generation tools available in the market. The Sales Navigator allows you to save leads directly into your CRM. LinkedIn Sales Navigator.

Tools 52

Tools Multi-Channel Effort Score Sales 52

Comm100

MAY 20, 2022

To match customer expectations, organizations must adopt a digital-first approach to customer experience (CX) and put the most popular customer service channel at the core – live chat. Because it’s become the most popular support channel. As we’ve spoken about earlier on, live chat is the most popular customer support channel.

Software 194

Software Wait Times Multi-Channel Consumers 194

SurveySparrow

MARCH 10, 2020

You can integrate Pardot with Salesforce CRM , leverage email marketing, automate lead nurturing, receive real-time sales alerts, monitor prospect interaction on your site, measure the ROI supported by closed-loop reporting and get insightful ROI reports. The excellent suite of features just proves the aforementioned.

Software 52

Software Marketing ROI Multi-Channel 52

Circular Edge

MAY 6, 2022

Marketing tools enable the distributor to import lists and target new prospects with emails and ads across multiple channels, which leads to a 10% bump in annual revenue. Customer Relationship Management (CRM). The distributor invests in a CRM ERP module. Got a multi-state or -national workforce? Manufacturing.

Resources 52

Resources Ecommerce CRM Financial 52

Currency Alliance

DECEMBER 4, 2023

Many of the trends from last year … the rise of chief digital officer and other professional technology buyers loyalty personalization digital CX innovation the rise of loyalty fraud B2B and SME loyalty programs less excitement about crypto … are all still highly relevant; it’s simply that the emphasis has shifted.

Loyalty 59

Loyalty Trends Data Marketing 59

Natalie Petouhof

JUNE 9, 2015

Most brands, when they began CRM or their experience management strategy, did not anticipate the need to integrate the website with mobile and commerce. MY POV: The solution is to formalizing an interdepartmental, multi-functional department collaboration using strategy, technology and best practices for customer experience management.

Report 40

Report Management Multi-Channel Competitive Advantage 40

SuiteCX

FEBRUARY 13, 2015

Can be correlated with other channels such as email. 2015 suitecx – Confidential Is it a clickstream? 7 Shows actual clicks and behaviors as someone passes through the digital environment. Tracks time and depth (# pages viewed). Can capture promo codes or other attribution elements. Doesn’t show intent/measure emotions. .

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Magellan Solutions

JULY 15, 2021

This way, the B2B consumers can also verify themselves how effective the campaign is based on their experience. Finally, there’s still around 120 interested B2B consumers that have yet to receive any information about their services. They increase the usage of their phone to reach more B2B customers.

Call Center 40

Call Center B2B Sales Retail 40

Grade.us

JUNE 2, 2020

Alternatively, you’re actively listening to unhappy customers so you can solve their problems, improve your own business, and illuminate a channel of open communicate. Create and customize multi-channel auto-request campaigns to maximize the reviews you receive. Integrate with CRM, POS, and other systems through the API.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Natalie Petouhof

JUNE 15, 2015

Multi-disciplinary Skill Sets Required of Chief Experience Management Officer. Strive for unity among channel connectivity: Customers expect you to recognize them when they engage with your brand, no matter what channel or device they use. This may mean organizations at the very least assign the CEO, CIO or CMO to this charge.

Customer Experience Management 40

Customer Experience Management Technology Strategy Management 40

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. Run by loyalty marketing agency Motivforce, their ‘Know your IBM’ program is a serial winner of the Best B2B Loyalty Program prize. Great service in unexpected places.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Comm100

OCTOBER 16, 2018

Regardless of how a customer chooses to contact you, expectations of consistent and personalized interactions across every channel — phone, email, social, website, or live chat — don’t change. Use journey maps based on real customer experiences to identify personalization opportunities across all channels and systems. Complex queries?

Multi-Channel 134

Multi-Channel Customer Experience Customer Journeys Chatbots 134

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Multi-Award Winner, Nandkishor Tripathi is a Market Research Operations and CX Methodology Specialist with over 16 years of proven track record in delivering customer experience at the highest levels.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JULY 12, 2019

When it comes to B2B solutions, answers may vary depending on the audience (for example, their growth stage, market they tackle, company size…), but the answers always point to two or three specific providers. These four channels MUST outperform other sources of MRR. Think of utilities such as Google Analytics or your CRM solution.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

SmartKarrot

FEBRUARY 8, 2022

Reasons that make customer experience strategy a must-have for B2B SaaS businesses. Any B2B SaaS business must have a well-defined customer experience strategy. Foundational principles of B2B customer experience. Capture a single view of your customers through cross-channel insights. Like what you are reading?

B2B 21

B2B Customer Experience Multi-Channel Roadmap 21

ClearAction

NOVEMBER 18, 2015

This can help you to develop a multi-year organizational adoption and accountability roadmap for customer experience excellence. Start with the people who facilitate various facets of customer experience management : analytics, CRM, loyalty, references, service, user experience, voice-of-the-customer, and so forth.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

Comm100

FEBRUARY 6, 2018

Business Seeks Industry-Leading CRM. Business on a Budget Seeks Uncomplicated CRM. Business Seeks Industry-Specific CRM. Company with Reliable CRM Seeks Hassle-Free Live Chat Software. Business Seeks Social Media Software with Integrated Social CRM. Business Seeks Industry-Leading CRM. SalesForce.

Software 106

Software Customer Engagement Engagement Omni-Channel 106