InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions. Why is Conversational Intelligence Important?

e-support 260

e-support Healthcare Multi-Channel Call Center 260

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. CRMs are absolutely a must for automating and scaling sales operations.

CRM 96

CRM Sales Report System 96

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. Our prediction?

Communication 69

Communication Contact Center Return on Investment System 69

SurveySensum

MARCH 20, 2024

That’s why we have compiled a comprehensive list of the 10 best customer experience software companies to help you choose what is best for your business. Let’s start by understanding what exactly is a Customer Experience Management Software. What is a Customer Experience Management Software?

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. While it’s true that B2B companies typically have fewer customers than B2C companies, there’s a flip side to this coin.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

Interactions

MARCH 23, 2023

Treating customer experience like a transaction is a common mistake companies make that can seriously affect customer loyalty and retention, revenue, and reputation. Another reason companies should not treat CX merely as a transaction is that customer loyalty is built on more than just the transaction.

Company 62

Company Customer Experience Touchpoint Customer Journeys 62

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. For more information on why digital-first customer service strategies are growing, check out this blog.). Grow customer base.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

InMoment XI

FEBRUARY 9, 2024

They expect brands to understand them in turn, and then use those insights to deliver ultra personalized experiences, communications, and offers. Delivering these ultra-personalized experiences to every customer, every time, can seem like an impossible task; AI not only makes it possible, but achievable at scale. Access 1/16/24 J.D.

Automotive 260

Automotive Customer Journeys Chatbots Ecommerce 260

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 122

Customer Journeys Brands Sales Contact Center 122

Integrity Solutions

AUGUST 24, 2022

If you’ve implemented sales training this year, you’re not alone. Studies have shown that upwards of $15 billion is spent annually on sales training in the United States alone. And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI?

Training 88

Training Sales Strategy Study 88

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Allovue is a B2B2C SaaS company that builds software solutions to help school districts around the country interact with their financial data more strategically.

Company 149

Company Strategy Chief Customer Officer Financial 149

Horizon CX

DECEMBER 1, 2023

Like a salesperson tailoring their pitch to address specific buyer needs, CX leaders must emphasize how a customer-focused approach directly contributes to achieving strategic milestones. Real-world examples from successful companies will be highlighted to underscore this point.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

InMoment XI

MAY 31, 2022

.” – McKinsey & Company. But customer journey mapping can be complicated to create, and the results can be difficult to track and interpret from end to end. However, that hesitancy to use journey maps is quickly disappearing as more companies are seeing the results from properly mapping their customer journeys.

Customer Journeys 529

Customer Journeys Examples Net Promoter Score Touchpoint 529

Kayako

JULY 27, 2017

Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. Using smart data can change other areas of your company. 5 Metrics that shape your SaaS customer support model. Customer satisfaction (CSAT). What is it? Who else will find it interesting?

Metrics 200

Metrics Company Net Promoter Score NPS 200

Ecrion

MARCH 24, 2021

Why Customer Communicating Is Important | Why Eliminate Weak Communication |. 13 Ways to Improve Customer Communication in Business. As business continues to grow and adapt to the challenges of a post-2020 world, so too does the landscape of how to reach your customers effectively. talk to an expert today.

Communication 52

Communication How To Social Media Customers 52

Lumoa

MARCH 9, 2023

By understanding their customers’ needs and concerns, Lush is able to connect with them on a deeper level and create a loyal customer base that values the company’s commitment to ethical and sustainable practices. Let’s take a look at Buffer , a social media management company as an example.

Customer Experience 423

Customer Experience Social Media Customers Video 423

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. How many of your clients have voiced this sentiment, when attempting to traverse execution of pre-sale promises and their post-sale service delivery and execution? And I admit, I unquestioningly renewed my service contract with this company.

Leadership 61

Leadership Communication Customer Retention Sales 61

ProProfs Chat

APRIL 30, 2020

However, one good lesson that came out of this situation was proactive communication. Months before the event, OnePlus created a hype among its customers. With the right measures for constant customer communication during the Covid-19 pandemic, OnePlus successfully managed to overcome a lot of roadblocks (if not all).

Communication 91

Communication How To Social Media Knowledge Base 91

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

JANUARY 24, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability.

Company 52

Company Software Strategy Leadership 52

ChurnZero

MARCH 28, 2023

For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Lumoa

JUNE 30, 2022

They might feel frustrated and unhappy because they see huge opportunities for your company that aren’t being capitalized on. You need to learn (and teach) how to sell customer experience to your whole organization. Increasing the standing of the CX team across the company is also the best way to increase investment in your team.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Andrew Mcfarland

SEPTEMBER 23, 2022

This is a high-paying job that does not require prior sales experience. You can earn as much as $100k per year with a commission as a high-performing software sales rep. They should also be better equipped with sales skills, such as social media and sales for life.

Sales 48

Sales Financial Social Media Exercises 48

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. The Shift to Remote Work.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

After all, the very motive of these companies is to adapt to the situation, and further improve the overall performance through expansion selling strategies. It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. The Shift to Remote Work.

Company 71

Company Strategy Tips Customer Success 71

Ecrion

DECEMBER 10, 2019

For instance, did you know that a whopping 70 percent of customers say that they stopped doing business with a company because it had poor customer service? This lets you know that today’s customer especially demands nothing but the best in customer service. Make Use of Analytics.

Connections 74

Connections Communication Poor Customer Service Analytics 74

Horizon CX

AUGUST 7, 2023

Cultural Competence – Understanding and respecting the cultural norms, values, and customs of various groups. Cultural competence allows for effective communication and collaboration across diverse backgrounds. This helps ensure that different perspectives are considered when making important choices.

Culture 130

Culture Innovation Groups Communication 130

Call Experts

DECEMBER 17, 2020

Communication is a pillar of success in business. If you cannot communicate effectively, you will lose essential customers and never acquire new customers who can change your business. Protect your brand and prioritize communication with your customers and team. .

Communication 52

Communication Contact Center Call Center Poor Customer Service 52

Comm100

APRIL 25, 2018

A Case Study: Richmond Telephone Company. Richmond Telephone Company is a small telco in a tiny town in Massachusetts. The Boston Globe named the tiny company “the industry antidote” to robotic customer service. The Boston Globe named the tiny company “the industry antidote” to robotic customer service.

Self Service 100

Self Service Company How To Effort Score 100

Kristina Evey

DECEMBER 5, 2017

We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to what they like about your company and your product. Someone can speak all they want.

Customer Experience 409

Customer Experience Loyalty Feedback Customers 409

Amity

NOVEMBER 14, 2018

With Elizabeth's permission, we are republishing and sharing it with our community. The sales to customer success handoff is one of the most important intersections in the customer journey. Now, let’s get into the details of closing a sale and handing off to your client services or customer success teams.

Sales 87

Sales Customer Success Tips Customer Journeys 87

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that.

Communication 59

Communication Management Telecommunications Self Service 59

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM – there’s that acronym – IS the management of customer communications, but it’s more than that.

Communication 59

Communication Management Telecommunications Self Service 59

BirdEye

JULY 5, 2023

Relationship marketing is the strategy of cultivating meaningful relationships with customers to ensure long-term satisfaction and brand loyalty. This strategy uses online and offline communication channels for your business to build stronger relationships with your customer base. Why does relationship marketing work?

Examples 98

Examples Strategy Marketing Social Media 98