Heart of the Customer

JANUARY 17, 2017

Dawn Mergenthaler has been leading CRM marketing teams for healthcare, retail, and Software-as-a-Service companies for over a decade. She works closely with customer experience (CX) professionals to understand the insights gained that can be leveraged for CRM.

Customer Relationship Management 60

Customer Relationship Management Customer relationships Management Healthcare 60

InMoment XI

APRIL 9, 2024

Facebook is one of the most widely used social media marketing tools today. Given the importance of social media marketing , this can hurt your business reputation and drive potential customers away. Consider communicating the changes transparently to customers and redirecting them to your primary brand channels.

Brands 260

Brands How To Social Media Feedback 260

BirdEye

JULY 5, 2023

Customer acquisition is one of the biggest challenges and expenditures for businesses. However, constantly acquiring new customers without investing in strategies to retain them can prove quite harmful to the bottom line. To first time customers turn into loyal customer, it is important to invest in building relationships with them.

Examples 98

Examples Strategy Marketing Social Media 98

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 260

Call Center Strategy Management First Call Resolution 260

SmartMessage Blog

NOVEMBER 3, 2023

Customer Data Platforms: A Data-driven Approach to Strengthen Your Marketing Strategies In today’s fast-paced digital landscape, businesses are constantly seeking innovative ways to stay ahead of the competition and connect with their target audience effectively. What is a Customer Data Platform?

Data 52

Data Strategy Marketing Advertising 52

SmartMessage Blog

NOVEMBER 3, 2023

In the ever-evolving realm of marketing, a true game-changer has emerged – the Customer Data Platform (CDP). What is a Customer Data Platform? Picture a treasure trove of customer information – their preferences, behaviors, and interactions – all neatly organized and easily accessible.

Data 52

Data Strategy Marketing Advertising 52

Blueshift

FEBRUARY 25, 2021

Let's compare the Customer Data Platform (CDP) versus the Customer Relationship Management (CRM). Both are extremely popular platforms, and both prioritize customers, but they are worlds apart in function and purpose, The post CDPs vs. CRMs: What Marketers Need to Know appeared first on Blueshift.

Marketing 97

Marketing Customer Relationship Management CRM Customer relationships 97

BirdEye

FEBRUARY 13, 2024

With nearly 50% of people being unclear about the benefits of chiropractic care, the importance of chiropractor marketing cannot be overstated. As more healthcare seekers go online first, chiropractors need to get their digital marketing strategy right. Table of contents Why do chiropractors need marketing?

Marketing 58

Marketing Social Media How To Healthcare 58

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Customer advisory board. Help grow revenue.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

InMoment XI

JULY 4, 2022

And due to these conditions, businesses need to justify the return on investment (ROI) for every initiative—including their customer experience (CX) program. The key to facing these challenges is to build an ROI-focused customer experience from the ground up (and not as an afterthought). and compiled them into a report.

ROI 493

ROI Return on Investment Social Media Survey 493

SmartMessage Blog

JULY 26, 2023

Delivering on-time and relevant messages and offers became the essence of successful customer experiences. Once a company analyzes its customers efficiently, it can group users with similar demographic specs, interests, and behaviors. Marketers benefit from segmentation in many aspects. What is Audience Segmentation?

Strategy 40

Strategy Marketing Customer Satisfaction CRM 40

Customer Bliss

DECEMBER 12, 2017

In my conversation with Isabella Lau , who has held the hybrid role of both CMO & CCO at Manulife Hong Kong for over 7 years, we discuss this emerging expanded role, how Isabella is driving both brand, operational, and cultural leadership – and why her unique background in both operations and marketing prepared her for success.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Natalie Petouhof

AUGUST 18, 2015

There is a mobile customer relationship management company that is scaling fast. Our focus is to keep growing the product and our position in the market. Grant’s experience working with Enterprise and Mobile industries will help solidify Helpshift’s customer base and triumphs in the market.

Customer Relationship Management 40

Customer Relationship Management CRM Customer relationships Management 40

SAP Customer Experience

APRIL 18, 2023

While customer engagement platforms like SAP Emarsys can be an obvious solution for a retail giant or an entertainment company, there can be unexpected benefits for smart customer relationship management for Utilities companies.

Entertainment 78

Entertainment Customer Relationship Management Brands Retail 78

Joe Rawlinson

DECEMBER 13, 2018

Marketing has always been one of the most important business drivers, but it evolved in the last couple of decades just to grow bigger and more complex. The result is that now you can hardly win over new customers using generic messages, so it’s crucial to tailor offers and personalize content. Collect and Analyze Data.

Strategy 111

Strategy Marketing Social Media Consumers 111

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Report 91

Report Trends Customer Success Self Service 91

LoyaltyPlus

AUGUST 25, 2022

When it comes to marketing, AI can help identify new audiences while optimizing spend on campaigns. Organisations and agencies are looking for increasingly inventive ways to get the most value possible from their marketing investments. Budgets are tighter than ever in the post-pandemic market.

Marketing 52

Marketing Chatbots Social Media Return on Investment 52

ShepHyken

JULY 5, 2017

I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. Word-of-mouth is the strongest marketing there is.

Marketing 98

Marketing Customer Relationship Management Conference Customer Service Training 98

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 98

Customer Retention Software Customer Success CRM 98

SmartKarrot

SEPTEMBER 2, 2021

It is imperative to maintain customer relationships and retain subscribers. A SaaS company with an increasing attrition rate often misses out on a key component of customer success. We are aware that success in the modern business world is dependent on “relationships”. What is a Customer Success Platform?

Customer Relationship Management 10

Customer Relationship Management Customer relationships Customer Success Management 10

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

SmartKarrot

SEPTEMBER 2, 2021

It is imperative to maintain customer relationships and retain subscribers. A SaaS company with an increasing attrition rate often misses out on a key component of customer success. We are aware that success in the modern business world is dependent on “relationships”. What is a Customer Success Platform?

Customer Relationship Management 10

Customer Relationship Management Customer relationships Software Customer Success 10

TechSee

JULY 24, 2023

No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience.

Call Center 109

Call Center First Call Resolution Data CRM 109

C3Centricity

AUGUST 2, 2021

This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. If customer is willing to discuss the competition, the insight will be valuable in how you compare to the competition as well as the best of class vendor. The Customer Loyalty Wheel ™.

Customer Relationship Management 178

Customer Relationship Management CRM NPS Loyalty 178

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Optimove

MARCH 29, 2022

If you’ve read our official press release from today (March 29th, 2022), you know that “Optimove, the leading CRM Marketing Platform, today announced its acquisition of Kumulos, a Dundee, Scotland-based provider of a personalized messaging platform for mobile applications.”. Which is 100% true. Again, this is perfectly accurate.

Marketing 59

Marketing CRM Multi-Channel Sports 59

Experience Investigators by 360Connext

NOVEMBER 19, 2014

“I love what you say about caring about your customer’s experience! We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. We are told to focus on our small piece of the customer puzzle. Because in truth, we do get it.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

NobelBiz

APRIL 23, 2024

Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. The integration of these diverse channels into a unified platform ensures that all debtor interactions are tracked and managed cohesively, enhancing efficiency and compliance.

Omni-Channel 52

Omni-Channel Contact Center Customer Centricity Technology 52

Steve DiGioia

MAY 1, 2023

It’s the age-old mantra: “ Provide great service and customers will come.” Here are 4 Reasons Why Great Service is a Trap That Will Ruin Your Business Great Service is Expected Customers expect a certain level of service when they interact with any business. ” But is that really true?

Loyalty Programs 162

Loyalty Programs Social Media Loyalty Innovation 162

Method:CRM

AUGUST 15, 2022

Keeping customers happy is one of the most important things you can do. So, when it comes to the customer experience vs. customer relationship debate, the answer is both! The key to delivering a great customer experience (CX) is establishing solid relationships with your clientele. . Customer relationship.

Customer relationships 52

Customer relationships Customer Experience CEM Customer Journeys 52

CSM Magazine

MARCH 25, 2024

“Draft My Email is an AI-powered assistant that generates messages and is expected to transform how people manage their emails,” says Jonathan Isaacs, Product Marketing Manager at BigChange. “We see it a big time-saver especially for users who have to respond to frequent incoming emails.

Customer Relationship Management 52

Customer Relationship Management CRM System Innovation 52

CSM Magazine

NOVEMBER 9, 2022

Calabrio continues to embrace a customer-first culture to lead customer understanding and experience design in the SaaS space. He will also help translate Calabrio’s own end-user feedback into the product roadmap and act as a resource for sharing customer challenges and opportunities across internal Calabrio departments.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

CSM Magazine

APRIL 16, 2021

Customers always come first – and they’re always right. In email marketing, following these standards doesn’t only mean being honest with your customers. By using the right email marketing tools for good customer management, you’re able to promote customer loyalty, invite more prospects, and grow your business.

Tools 59

Tools Marketing CRM Social Media 59

Magellan Solutions

DECEMBER 12, 2023

On average, 51% of companies use at least eight channels to interact with customers, including emails, social media, websites, phones, live chat, and in-store. Around 78% of customers use various channels to complete a transaction. For example, a customer bought a new camera and called to inquire about its specifications.

Omni-Channel 52

Omni-Channel Customer Experience Social Media CRM 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Contact Center Wait Times 106