Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Twenty-five percent admit that their company isn’t meeting expectations at all. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

GetFeedback

MARCH 10, 2017

Sales feedback can improve win rates big time, but few companies measure their sales experience. Here's how we used win-loss surveys to sell smarter.

Survey 150

Survey Sales Measurement Feedback 150

Uniphore

MARCH 10, 2017

The ‘Holy Grail’ of customer service has always been first contact resolution – digital channels offer a new way to achieve this. Read More.

Engagement 113

Engagement Customer Service Customers 113

Influitive

MARCH 10, 2017

B2B marketers can learn a thing or two about mobilizing advocates from our B2C cousins. Think about the products that you use every day. For me, it’s my iPhone, Sennheiser headphones and Altra running shoes. I didn’t go straight to a store or the vendor’s website to buy these products. Instead, I decided to purchase.

Brands 103

Brands B2C B2B How To 103

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Amity

MARCH 10, 2017

Getting started ban be dreadful. Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. We asked 10 Customer Success Leaders with proven track records of building and growing thriving Customer Success Organizations "what's one piece of advice you wish you'd been given when you started?

Customer Success 90

Customer Success Customers Measurement Course 90

Topdown

MARCH 10, 2017

Topdown has been in the business of customer communications management (CCM) for over 36 years, so we’ve been here for every major development in CCM from the very beginning. You can believe us when we say that INTOUCH ® is a real game-changer in this space. There’s nothing else like it in the world of CCM. Here’s why.

Communication 48

Communication Management Customers Customer Experience 48

West Monroe

MARCH 10, 2017

Have you ever been in the middle of an early morning fitness class and thought “I know why I’m here – I’ve got to stay in shape all winter for outdoor cycling season—but what gets everyone else to show up for this particular 6am spinning class?” Is it because the instructor has the best playlist? Is it because they live 2 blocks from the gym? Or, is it just a part of their daily routine?

Data 40

Data Analysis Groups Analytics 40

Verint

MARCH 10, 2017

An innovative prescription benefit management leader was filling almost two billion prescriptions annually but lacked the tools and data to provide visibility into performance and enable more accurate data. The company brought in Verint Enterprise Workforce Management, Verint Desktop and Process Analytics, and Verint Advanced Scorecards and gained a new understanding of workflow and improved visibility into performance.

Innovation 32

Innovation Management Analytics Tools 32