Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. White Paper. Download Now.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

Comm100

FEBRUARY 25, 2020

Here are four steps to dismantle silos so that you can ensure that your customers enjoy the best possible experience across whatever channel they choose to reach out to you on. Leverage your CRM data. Your customer database will most likely be a CRM (Customer Relationship Management) system such as Salesforce or Microsoft Dynamics.

Social Media 130

Social Media Omni-Channel CRM B2B 130

Comm100

MAY 20, 2020

It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Providing many communication channels is often referred to as multichannel customer engagement, or multichannel customer support. Free Download: Customer Engagement 2020 White Paper.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Comm100

JANUARY 14, 2020

This visibility lets them create a cohesive, deeply personalized customer profile that enables higher quality service. The ideal digital omnichannel solution will integrate with your other core business systems, including CRM, and will scale as your company grows and new technologies and channels are introduced. White Paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Confirmit

MAY 29, 2018

Customers are, and should be, at the center of everything you do. Confirmit’s customer engagement model, Confirmit Voices®, recommends you stay on top of all key sources of knowledge and feedback within your organization: Voice of the Customer. What Channel Should You Use to Collect the Voice of the Customer?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

Totango

SEPTEMBER 22, 2022

Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. This can be anything from downloading a white paper to signing up for a trial. Onboarding : A paying customer in the initial usage period. SaaS CRM (Customer Relationship Management) Solution. Primary users.

Tools 71

Tools CRM Analytics Advertising 71

Totango

MARCH 16, 2021

Generically, the stages in the B2B and B2C customer journeys are similar, beginning with lead acquisition and progressing through sales to repeat business and referrals. However, the specifics vary significantly, particularly in a SaaS context, because of differences in marketing, customer engagement, and customer personas.

Customer Journeys 117

Customer Journeys B2C B2B e-support 117

ChurnZero

SEPTEMBER 30, 2021

I don’t believe you can really lead strategy and operations unless you really understand not only the technical piece – so your CRM, your CSP, outreach, whatever it is that the company’s using – but also the human element – your CSMs, your customers, and the personas. Errors in your CS platform and your CRM are rampant.

Customer Success 52

Customer Success How To Effort Score Sales 52

Vonage

DECEMBER 6, 2018

According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. Self-service technologies such as chatbots offer customers 24/7 accessibility and businesses speed and scalability.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145