Totango

NOVEMBER 27, 2023

Reporting becomes stronger when multiple integrations consolidate data across the tech stack, such as customer relationship management (CRM), data warehouses, and product analytics tools. Cross-functional collaboration B2B organizations increasingly rely on multiple best-in-class tools to manage customer data as tech stacks expand.

Report 94

Report Trends Customer Success Self Service 94

SurveySparrow

MARCH 24, 2024

They range from CRMs and lead generation to analytics and AI helpers. Customer Relationship Management A CRM is the first investment in any company’s productivity, but given the number of available options, it can be challenging to find one that fully suits your sales needs. Depending on the visitor’s action (i.e.,

Tools 52

Tools Sales CRM Social Media 52

Bob Hayes

OCTOBER 23, 2017

Download the free 22-page white paper by clicking the image. We found that analytical leading companies, more so than analytical lagging companies, infuse analytics practices throughout their entire customer program, from setting strategy to delivering insights. Download the complete 22-page white paper here.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

Optimove

FEBRUARY 15, 2024

Learn what you need to evolve as a marketer with our advanced guide Download Now Why it Matters: Optimove Connect 2024 is the two-day event where global marketers exchange best practices, learn and discover the latest strategies and solutions, and spark new ideas. Discover which level you are on and how you can move up.

Conference 52

Conference Connections Case Study CRM 52

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics? From marketing to customer support to even customer success.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

Bob Hayes

SEPTEMBER 18, 2017

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. Download the free white paper, " State of Analytics in Customer Programs, " by clicking the image.

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

Oracle

JANUARY 11, 2021

We also dig into something that’s either the Achilles heel or competitive advantage for sales teams: CRM. He’s been writing about the world of CRM and sales for nearly two decades, including new research featured in this episode. Download the report here. Re-entering email data into a CRM. The internet.

CRM 55

CRM Sales System Competitive Advantage 55

NICE inContact

DECEMBER 17, 2018

Our NICE inContact CXone cloud customer experience platform is the first unified suite of cloud native applications to combine omnichannel routing, analytics, workforce optimization (WFO or WEM), and analytics & artificial intelligence (AI). Download the full Gartner Magic Quadrant report. Download all 3 reports. [i]

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

CSM Magazine

AUGUST 30, 2022

Historically, organisations have been able to link their Salesforce or CRM system with telephony through a customer screen pop. It’s time to place voice at the heart of the CRM Customer Engagement Centre. Integrating cloud telephony and CRM provides advisors with a toolset to enable them to do their best work.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

NICE inContact

JANUARY 15, 2019

Their research then filtered another important layer down, focusing in on organizations that offer a complete product that includes routing, workforce optimization (WFO) and analytics capabilities. Download the full Forrester Wave report. Per the Forrester Wave report: “Current offering. appeared first on NICE inContact Blog.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

NICE inContact

DECEMBER 4, 2018

What level of integration to external systems (as in CRM) do my agents need? What’s the incremental value of QM (quality management), WFM (workforce management), Analytics, and API (applied programming interfaces) to the performance of my contact center? What about new unified communications (UC), PBX and other contact center.

Contact Center 122

Contact Center CRM Analytics Report 122

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. This is part 3 in a 5-part series. CX Lags Behind. Less so for CX.

Data 98

Data Net Promoter Score NPS Effort Score 98

ChurnZero

MARCH 9, 2023

nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. analytics); 33% said marketing automation; 28% said learning management system (LMS); 27% said customer engagement/community management; and 5% said other. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

ChurnZero

MARCH 9, 2023

said customer relationship management (CRM); 65.9% analytics); 32.9% The full report is available for download. nearly 1,000 respondents answered as follows: 82.5% said support (i.e. ticketing); 48.9% said task/project management; 46.3% said customer success platform (CSP); 40.8% said CX/survey; 37.0% said chat; 34.4%

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Kustomer

JUNE 7, 2022

We must embrace change and adapt quickly to meet today’s consumer expectations for a smart, omnichannel experience powered by a modern CRM—the key to scaling CX, meeting explosive growth, and adapting to change. Why has the pandemic emerged as the straw that finally broke the legacy CRM camel’s back? What Makes a Modern CRM?

Customer Experience 98

Customer Experience Self Service e-support CRM 98

Experience Matters

JULY 7, 2015

To construct a more holistic picture of their customers’ experiences, companies should take the unsolicited, unstructured voice of the customer (VoC) feedback they capture in the contact center and combine it with data they collect from other sources, such as CRM and digital analytics. Download report for $195.

Contact Center 120

Contact Center Customer Insights Report Government 120

Kustomer

JANUARY 11, 2022

New CRM software can appear daunting and seem geared for larger companies, however there are many options for the small business to take. Additionally, the insights garnered through analytics can help a small company focus and leverage their marketing strategies specifically to attract new business.

e-support 105

e-support Effort Score Retail Analytics 105

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

Talkdesk

JANUARY 16, 2018

Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center. Leveraging today’s innovative speech recognition technology and predictive analytics is the key to creating a customer-centric culture in the call center.”

Analytics 40

Analytics Call Center Net Promoter Score Contact Center 40

Optimove

MARCH 10, 2022

And by partnering with us, they now have easy access to their unified customer data, orchestrate multiple channels at once, and leverage AI to drive CRM Marketing at scale. For example, Melita’s product team uses Optimove to identify growth opportunities such as segments to cross-sell and align an offering with its CRM team.

Brands 52

Brands CRM Telecommunications Call Center Solutions 52

C3Centricity

NOVEMBER 4, 2019

CEX #CRM #CustomerCentricity Click To Tweet. Download our training brochure and then contact us so we can discuss your precise needs. CEX #CRM #CustomerCentricity Click To Tweet. CEX #CRM #CustomerCentricity Click To Tweet. you can download it for free HERE ). It is a journey with the aim to satisfy and delight.

Customer Centricity 149

Customer Centricity Brands Advertising Consumers 149

CSM Magazine

MAY 17, 2021

Value of cloud-powered analytics: half of survey respondents believe that moving to the cloud has improved their ability to use intelligent analytics to manage the business including insights to support agents and customers. Cloud solutions make it easier to unlock the value within Voice of the Customer (VOC) and employee data.

Multi-Channel 96

Multi-Channel Analytics Employee Engagement Survey 96

SurveySensum

OCTOBER 23, 2023

Limited Integrations A robust feedback management tool should come with integrations with different CRM and data analytics tools. The Text Analytics software enables users to get actionable insights from open-ended feedback. Survey results can be downloaded in multiple formats like PDFs, Excel, or CSV. So let’s explore.

NPS 52

NPS Multi-Channel Survey Feedback 52

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Kustomer

JULY 28, 2022

There are a number of methods by which brands can begin to reposition themselves into CX, and there are five strategies that are crucial to successfully making the transformation: Data analytics: The customer experience is one that must be continuously evaluated and improved in order to keep up with the expectations of the modern customer.

Customer Experience 105

Customer Experience e-support Social Media Knowledge Base 105

SurveySensum

NOVEMBER 1, 2023

Along with survey creation, SurveySensum offers text analytics software with real-time data analysis and automated tagging for better survey analysis. The powerful text analytics software allows users to extract actionable insights from open-ended feedback – ensuring no feedback is left behind.

Tools 52

Tools Survey Multi-Channel Analytics 52

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. With InMoment you do get this feature but it is complex to understand and use.

Comparison 52

Comparison Knowledge Base Gamification NPS 52

AskNicely

OCTOBER 1, 2018

You can spend a lot of time and energy uploading/downloading data, also trying to understand the data is so time-consuming and tedious that actioning that information is not a ‘next step,’ but perhaps a next year situation. NPS software developed with actioning customer feedback in mind have specialized analytics and reporting features.

NPS 150

NPS Software Net Promoter Score Survey 150

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. Analytics Maturity: Leaders, Challengers and Laggards.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Talkdesk

MARCH 12, 2021

Speech Analytics. Talkdesk Speech Analytics helps make the best use of the wealth of information available in every customer interaction. Download the report to learn what Gartner says about Talkdesk as a Magic Quadrant Leader. It reduces the call centers average cost per case and improves upsell opportunities.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Alliance by IFS

FEBRUARY 14, 2019

Using analytics, companies using chat bots are able to analyze the historical data of chat bot conversations in order to forecast demand that needs to be allocated to live agents. This allows firms to reduce dependence on costly data analytics resources while minimizing the risk of human error. Download Now. Efficiency Gains.

Chatbots 80

Chatbots Report Contact Center Knowledge Base 80

Kustomer

APRIL 14, 2022

Leverage your CRM to track these interactions and follow along with those unique customer journeys, personally engaging at every step to build a more long-lasting relationship. Download Kustomer’s guide “ Delivering Data-Driven Personalized Support at Scale ” today.

Examples 98

Examples Customer Service Self Service Chatbots 98

Optimove

JANUARY 19, 2022

Frankly, it’s not the case with any of Optimove clients – they all get it, they all use lifecycle stages, and they all are ahead of many of their competitors with their understanding of the strategic importance of CRM Marketing. Download the Full Case Study Here. The Company. The New York Racing Association, Inc.

CRM 52

CRM Ecommerce Case Study Analysis 52

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work?

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

CSM Magazine

JUNE 16, 2022

Be WFH savvy with cloud – the majority of contact centres (66%) have already implemented cloud-based call routing functionality, while speech and CRM/desktop analytics are next on the list. Cloud is integral to remote and hybrid working.

Self Service 52

Self Service Connections Analytics Tips 52

BirdEye

JANUARY 5, 2023

This can involve responding to customer reviews, engaging with followers on social media, and reporting on the analytics of all your online marketing activities. Customer relationship management (CRM) software is used to store customer information and manage customer interactions. SEO Local Search Checklist – Download Now.

Company 98

Company Management Multi-Channel Social Media 98

SurveySensum

OCTOBER 17, 2023

Consider whether the tool can integrate with your existing systems , such as CRM. Look for a tool that provides robust data analytics and insights. Text Analytics software allows you to understand and derive actionable insights from open-ended feedback. Choose a tool that is user-friendly for both your team and your customers.

Feedback 52

Feedback Tools Management Knowledge Base 52