CSM Magazine

DECEMBER 20, 2023

Your financial decisions can be your business’s lifeblood, circulating resources when and where needed and sustaining your operations. Just as a healthy heart is vital for life, sound financial decisions are fundamental for your business’s sustained well-being and success.

Financial 52

Financial Transportation Resources Trends 52

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. Using these pillars allows companies to spell their programs out in financial terms, which is essential to quantifying their impact and gathering support.

Social Media 529

Social Media Tips Customers Customer Retention 529

InMoment XI

NOVEMBER 28, 2022

Yes, more companies and brands are trying to shift the customer service experience to a self-serve one, where the person needing support can find their own answers via the company’s internet site, user forums, or at worst a chat session. That is not often the case in the support experience. Factor #2: Time to Completion.

Customer Experience 493

Customer Experience Call Center First Call Resolution Chatbots 493

Uniphore

NOVEMBER 17, 2021

November 17, 2021 — Uniphore , the leader in Conversational Automation, today announced it ranked 248 th on the Deloitte Technology Fast 500 , a ranking of the 500 fastest-growing technology, media, telecommunications, life sciences, fintech, and energy tech companies in North America, now in its 27 th year.

Technology 246

Technology Telecommunications Company Innovation 246

Magellan Solutions

FEBRUARY 20, 2024

Maximizing the potential of live chat outsourcing companies relies on mastering digital-first customer service. Step into the competitive battlefield of customer support , where live chat and messaging have revolutionized real-time engagement. Outsource the complexity and own the customer experience. Did you know?

Company 52

Company Chatbots Customer Satisfaction Abandon Rate 52

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

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

Gainsight

JULY 11, 2022

You can watch the full conversation below, though I’ve also summarized 7 key lessons we shared on how to recession-proof your customer base. Sid showed us how the new environment of valuation is much closer to where we were before the massive expansion of our monetary base by the Federal Reserve.

Customer Base 59

Customer Base Effort Score Sales Financial 59

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

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill.

Company 149

Company Strategy Chief Customer Officer Financial 149

Experience Investigators by 360Connext

APRIL 23, 2024

Use these ideas to inspire you to make your customer experience case for your organizational success. The Financial Impact of Customer Experience There are significant financial implications from investing in customer experience. Companies focusing on CX see their revenue grow 1.7

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

West Monroe

FEBRUARY 9, 2023

Financial services companies—from global banks to emerging fintechs—face significant pressure from all sides when it comes to their digital products and experiences. But financial services companies don’t have to accept this as a norm. Consumers want a simple, seamless, and secure experience.

Financial 52

Financial Banking How To Policies 52

CSM Practice

FEBRUARY 24, 2020

Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Magazine

NOVEMBER 10, 2022

Financial services leaders are increasing their focus on digital-first initiatives to optimize the customer experience and increase retention and loyalty – a trend that emerged out of pandemic necessity and became a preference that is here to stay. Supporting the Financial Well-being of Younger Customers.

Financial 52

Financial Banking Customer Experience Self Service 52

Gainsight

DECEMBER 21, 2023

Now, the verdict is in, and everyone agrees that proactive Customer Success Managers (CSMs) are best positioned to drive value and deliver a better customer experience. But when you’re an early-stage company, proactive management is difficult without the right resources and tooling. Customer relationships.

Customer Success 52

Customer Success Company How To Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Remember, most customer success metrics fall into one of these four main categories: Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Financial 52

Financial Metrics Customer Success Customer Retention 52

Lumoa

FEBRUARY 7, 2023

Helsinki, 31 January 2023 The UK-based retail and commercial bank Shawbrook has selected Lumoa to help them manage and analyze feedback from their customers. We have lots of customer insights across different communications channels right across the organisation”, says Jim Brown, Customer Director at Shawbrook.

Banking 208

Banking Feedback Management Culture 208

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

inmoment

AUGUST 19, 2020

Financial services brands know that customers take their money seriously, so many of them leverage experience programs to understand what their customers need, then create experiences that build trusting, positive customer/brand relationships. One retail financial services firm struggled to retain its members.

Financial 52

Financial Brands eBook Survey 52

West Monroe

FEBRUARY 9, 2023

Financial services companies—from global banks to emerging fintechs—face significant pressure from all sides when it comes to their digital products and experiences. But financial services companies don’t have to accept this as a norm. Consumers want a simple, seamless, and secure experience.

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

Financial services companies—from global banks to emerging fintechs—face significant pressure from all sides when it comes to their digital products and experiences. But financial services companies don’t have to accept this as a norm. Consumers want a simple, seamless, and secure experience.

Financial 40

Financial Banking How To Policies 40

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. In today’s competitive and financially constrained environment, organizations are under more pressure than ever to justify their investments in customer experience.

How To 260

How To ROI Net Promoter Score Measurement 260

ChurnZero

FEBRUARY 14, 2023

Understanding the nuance behind Customer Success metrics will help you build consensus around which numbers are the best numbers to track for your SaaS company. Customer Success metric 1: recurring revenue Recurring revenue is the total value of a subscription at the end of a given period. Available to renew (ATR).

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

CSM Magazine

MAY 19, 2023

As a peer-to-peer lending company, you want your platform to stand out from the rest, and one way to achieve this is by delivering exceptional customer service. This article explores the various ways that peer-to-peer lending companies can provide a great customer service experience. What is Peer-to-peer ending?

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Knowledge Base 52

inmoment

AUGUST 5, 2020

Financial services brands are facing more complex challenges than ever before, especially when it comes to customer experience (CX) and sparking business growth. Additionally, the added stress of COVID-19 makes finance an even more sensitive topic for customers than usual, making the experiences brands provide even higher risk. .

Financial 52

Financial eBook Return on Investment ROI 52

Thematic

APRIL 12, 2023

When is the right time to establish a customer experience - or voice of customer - programme for your company? Whether your company is just getting started, or already well established, a voice of customer programme is essential. Lots of companies collect feedback. But companies can do better.

Customer Centricity 62

Customer Centricity Culture Company Omni-Channel 62

Gainsight

OCTOBER 22, 2020

KBCM Technology Group’s 2020 SaaS Survey Results indicate that the cost to acquire one dollar of new customer Annual Recurring Revenue (ARR) is $1.60., while the cost to expand an existing customer is only 69 cents. To effectively improve retention, companies need to have a defined process in place to manage renewals.

Customer Base 59

Customer Base Return on Investment NPS Metrics 59

InMoment XI

JULY 7, 2022

When customers are looking for a solution to a problem, they will often turn to a company they trust. Sometimes, they will choose that company even if the product is slightly more expensive because they recognize and trust the name. Brand perception is how customers believe about a product or service.

Brands 492

Brands How To ROI Social Media 492

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 40

Strategy Company Leadership Customer Centricity 40

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.

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.

Company 71

Company Strategy Tips Customer Success 71

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

Lumoa

DECEMBER 19, 2023

It can help companies pinpoint areas for improvement within customer feedback. Once emotions are detected, AI-driven chatbots and virtual assistants can assess customer sentiment during conversations and tailor responses accordingly. Erica, their advanced virtual financial assistant, has had over one billion client interactions.

Analysis 208

Analysis Social Media Trends Feedback 208

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

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324