Vonage

JANUARY 20, 2016

If you’ve invested in a CRM system like Salesforce or Desk.com you’ve probably already started to realize the benefits of having all of your customer data stored in one place. Benefits of integrating your CRM and telephone system. Built to work with your CRM. Integrates with your CRM.

CRM 120

CRM Sales Gamification Call Center 120

Alliance by IFS

FEBRUARY 14, 2019

By having access to all data collected through various technologies such as CRM and workflow management, companies are able to program chat bots to support a more efficient customer service and contact center and create a more flexible, automated dispatch and scheduling platform. Download Now. times greater YoY revenue growth.

Chatbots 80

Chatbots Report Contact Center Knowledge Base 80

Peter Lavers

NOVEMBER 20, 2020

This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report. You can download the full report by clicking here.

Report 52

Report Trends Omni-Channel Customer Experience 52

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

Helen Dewdney

JUNE 13, 2023

FOS reports complaints continue to rise Most of us use at least one financial service, and many of us have had reason to complain at one time or another. Only the biggest banking groups have so far signed up to The Contingent Reimbursement Model (CRM) Code. Our uphold rate for cases that involve the CRM is around two thirds.

Insurance 67

Insurance Financial CRM Banking 67

ViiBE Blog

JANUARY 25, 2021

Simply put, Zendesk is a CRM catch-all. From start-ups to multinational corporations, Zendesk is there to provide top-tier CRM support software. ViiBE’s technology and Zendesk’s CRM platform work harmoniously to create a dynamic CRM + video call tech suite. Introduction to Zendesk. ViiBE’s Zendesk video call integration.

CRM 52

CRM Video Case Study Net Promoter Score 52

ChurnZero

MARCH 9, 2023

nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. nearly 1,000 respondents answered as follows: 83% said customer relationship management (CRM); 66% said support (i.e. The full report is available for download.

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

Optimove

AUGUST 5, 2021

. “Optimove makes it super-easy for our team to modify and test the creative and copy that is going to each different type of customer, ensuring that we are speaking to everyone in the exact way that we want,” says Jonas Malpass, Senior Manager of CRM & Digital Marketing at John Hardy. Download the full case study here.

CRM 53

CRM Marketing Omni-Channel Retail 53

Oracle

DECEMBER 4, 2020

Oracle recently partnered with Beagle Research Group to interview 500 line-of-business employees for the Getting Past the Breaking Point of Yesterday’s CRM report to learn how their jobs transitioned as they moved into what has become an increasingly digital role. Only 47% of respondents consider their CRM as a “go-to tool.”

System 83

System Sales CRM Report 83

Oracle

NOVEMBER 19, 2020

According to the Getting Past the Breaking Point of Yesterday’s CRM study from Oracle and Beagle Research Group (BRG), 90% of modern sellers complain that certain aspects of their job take much longer than necessary. Additionally, sellers also reported using an average of eight tools regularly to complete their job duties.

CRM 79

CRM Report Sales System 79

Peter Lavers

NOVEMBER 28, 2019

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report. I’d highly recommend that you download a free copy from the Northridge website. Only 25% of businesses even measure the customer effort required to resolve issues.

Groups 52

Groups Report Wait Times Consumers 52

ChurnZero

MARCH 9, 2023

said customer relationship management (CRM); 65.9% said customer relationship management (CRM); 65.9% The full report sums up these findings this way: “Customer Success teams are inheriting their tech stack from other departments. The full report is available for download. said support (i.e. ticketing); 48.9%

Customer Success 52

Customer Success CRM Customer Relationship Management Survey 52

NICE inContact

JANUARY 15, 2019

The ultimate value of independent research reports hinges on the depth and breadth of their approach to the subject at hand. Per the Forrester Wave report: “Current offering. By consulting the Forrester Wave report, you’ll find a plethora of insights to help streamline your RFI decisions from the outset.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

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. Below, you can find the top examples in each area.

Tools 52

Tools Sales CRM Social Media 52

NICE inContact

DECEMBER 17, 2018

Add to that our broad CRM and 3rd party integrations and you have the essentials for a highly personalized customer experience at scale. Download the full Gartner Magic Quadrant report. Read other analyst reports about NICE inContact CXone. Download all 3 reports. [i] Playing the CX long game.

Contact Center 120

Contact Center Omni-Channel Roadmap Analytics 120

Optimove

JUNE 30, 2021

The team accumulates more than 3,000 monthly hours of CRM Marketing experience and helps its clients achieve a 55% higher marketing contribution to revenue. Optimove’s strategic pre-set offerings are built to ensure CRM excellence across your business lifetime. Custom BI Reports. Download Datasheet. Pre-set Offerings.

CRM 52

CRM Report Strategy Marketing 52

Optimove

JUNE 30, 2021

The team accumulates more than 3,000 monthly hours of CRM Marketing experience and helps its clients achieve a 55% higher marketing contribution to revenue. Optimove’s strategic pre-set offerings are built to ensure CRM excellence across your business lifetime. Custom BI Reports. Download Datasheet. Pre-set Offerings.

CRM 52

CRM Report Strategy Marketing 52

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. The full report is 145 pages, and there’s an excellent Executive Summary that you can download.

Report 40

Report Data Chief Customer Officer B2B 40

NICE inContact

DECEMBER 4, 2018

You may still be spending hours creating reports on spreadsheets. What level of integration to external systems (as in CRM) do my agents need? Download Navigating the Contact Center Purchase Decision and take the first steps to modernizing—and to providing contact center experiences that are truly customer driven.

Contact Center 122

Contact Center CRM Analytics Report 122

Oracle

NOVEMBER 6, 2020

Recently, Oracle, along with Beagle Research Group, interviewed 500 sales professionals for the Getting Past the Breaking Point of Yesterday’s CRM report. Here are some of the findings from the report. In fact, many of the respondents reported taking calls while their colleagues were asleep, which helped them close deals.

CRM 75

CRM Sports Sales Report 75

ReviewTrackers

JULY 1, 2020

By adding these integrations to the ReviewTrackers dashboard, you can automate responses, track social, pull custom reports, file tickets, simplify workflows, and get more work done. Read our blog post for detailed information on how to download and use the ReviewTrackers app for Hootsuite. Leverage ReviewTrackers’ API.

Net Promoter Score 123

Net Promoter Score Social Media Automotive Customer Relationship Management 123

West Monroe

MARCH 27, 2017

As financial institutions across the country begin adopting powerful CRM systems, we see a competitive edge come to the surface that didn’t exist 20 years ago. By implementing a successful Customer Relationship Management (CRM) System, we introduce one of the first technologies to convert a typical customer to a life-long customer.

Banking 40

Banking CRM Loyalty Customer Centricity 40

Comm100

DECEMBER 7, 2021

If you’d like to go into more detail download this free chatbot guide. Download now. Will the bot need access to dynamic information from your CRM? No matter what it is you’re measuring, before selecting a chatbot vendor you should understand what kinds of reporting they offer. Know Before You Bot. Comm100 Resource.

Chatbots 130

Chatbots How To Measurement Wait Times 130

C3Centricity

NOVEMBER 4, 2019

CEX #CRM #CustomerCentricity Click To Tweet. In the 2015 Korn Ferry CMO Pulse Report , it confirmed that marketers need new skills and can no longer rely on creativity alone. Download our training brochure and then contact us so we can discuss your precise needs. CEX #CRM #CustomerCentricity Click To Tweet.

Customer Centricity 149

Customer Centricity Brands Advertising Consumers 149

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.

Data 98

Data Net Promoter Score NPS Effort Score 98

Education Services Group

NOVEMBER 21, 2022

Here’s a little bit about what we learned from the annual report. Almost 83% of those surveyed utilize a Customer Relationship Management (CRM) software versus 46.3% Another reason it’s such a shame that more CS teams don’t have access to a CSP – a whopping 57% of teams with a Customer Success platform report an NRR of over 100%!

Study 98

Study Leadership Customer Success Industry 98

Beyond Philosophy

MARCH 28, 2024

In the early days of Customer Relationship Management (CRM) solution sales, the pitch included the idea that asking customers what they want and recording their feedback in the CRM would do just that. It didn’t do that, but the promise of it did sell a lot of CRM systems.

CRM 78

CRM eBook Hotels Exercises 78

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

Comm100

MAY 20, 2022

Couple visitor data with access to chat histories, agent performance reports, wait time reports, and more , and you are set to monitor agent performance, and adjust staffing and training as needed. According to Comm100’s latest Live Chat Benchmark Report, 63% of chats received in 2021 were sent by mobile. Download the report.

Software 180

Software Wait Times Multi-Channel Consumers 180

SurveySparrow

NOVEMBER 30, 2021

Once you connect your WordPress site with HubSpot, you can: sync your contacts’ email and other information to the HubSpot CRM. Zoom for HubSpot lets you create and track Zoom video meetings from HubSpot CRM. track zoom webinar attendance in HubSpot CRM. download a PDF of signed documents in the HubSpot CRM.

CRM 52

CRM eBook Effort Score Meeting 52

Kustomer

FEBRUARY 24, 2021

Utilizing a CX CRM platform, such as Kustomer, allows you to focus on three key areas: communication, automation and documentation. Documentation is performed in a few ways within CRM platforms like Kustomer. Download our definitive guide to scaling your customer service , without losing the human touch.

Customer Service 59

Customer Service Self Service Chatbots CRM 59

CSM Magazine

OCTOBER 5, 2023

The full downloadable research whitepaper report can be found here: three rocks® Research Whitepaper.pdf About the research Research conducted by 3 Gem Research & Insights, 2,000 Nationally representative survey, August 2023. XMS is flexible and can be tailored to suit any industry.

Customer Service 59

Customer Service Self Service Poor Customer Service Hospitality 59

Kustomer

JANUARY 7, 2022

According to Adobe’s Digital Insight Report, online shopping is expected to top $200 billion for the first time in history. While e-commerce continues to gain significant ground, Accenture does report that shoppers are also looking forward to in-store, in-person experiences once again. Why Holiday Customer Self-Service Matters.

Self Service 98

Self Service Social Media How To Chatbots 98

SurveyGizmo

NOVEMBER 4, 2021

Please download our CX Predictions for 2022 ebook for our full report. As you do, your data is integrated via API to the gaming company’s customer relationship management (CRM) platform and player profile database. A customer support agent runs a report on top-tier players for your favorite game and your profile appears.

Survey 98

Survey Return on Investment eBook System 98

Kustomer

OCTOBER 1, 2022

As our recent report on the future of customer service details, more instantaneous channels are regularly preferred by younger consumers — specifically text messaging. According to Kustomer research, consumers report checking their emails most frequently; however chronic inbox fatigue can often hinder business conversations.

Customer Service 97

Customer Service Software Customers Communication 97

Natalie Petouhof

JUNE 22, 2016

Seems the world has gone from being concerned with CRM to customer experience. Fast websites create satisfied users who are more likely to follow “calls to action” to register, download, subscribe, request information, or purchase. Want more information on this new report? Tweet What’s the Importance of CX?

Report 58

Report Customer Experience Social Media Customer Expectations 58

CSM Magazine

APRIL 25, 2023

The DMG report states that 50% of Webchats are now handled by chatbots, automating answers and freeing agents to deal with more complex enquiries. The DMG report states that 34% of this year’s respondents have chosen a third-party cloud solution to handle card payments. Rob Crutchington is Director of Encoded.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Return on Investment 52