TeamSupport

NOVEMBER 30, 2023

Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

Intercom, Inc.

DECEMBER 10, 2020

Few are better placed to explain the concept of customer success than Nick Mehta. As CEO of Gainsight , he has done more than most to popularize the category in the B2B SaaS world, and these efforts recently culminated in the company being acquired by Vista Equity Partners for $1.1 On the other hand, customer success is proactive.

B2B 223

B2B Outlook Sales Touchpoint 223

ClearAction

DECEMBER 31, 2015

Highlights of Customer Experience Strategy Advice. Over the past year, I’ve written quite a bit about customer experience management strategy, including a six-part series about keys to success in the future. Here are highlights to accelerate and maintain your success: Customer Experience Strategy.

Customer Experience 63

Customer Experience Sports Government Customer Experience Management 63

Zendesk

MAY 11, 2022

More than 70% of customers expect conversational experiences when engaging with a company. Leads to a solution: Ultimately, a conversation should lead to the resolution customers need, whether that’s an answer to a question, purchase, reservation, return, or anything else. This is why our platform is agile, open, and flexible.

CRM 98

CRM B2C Compliance B2B 98

PeopleMetrics

OCTOBER 29, 2019

The quality of your questions won’t matter, the beauty of your dashboards won’t matter, and your case management workflow won’t matter either. For B2B , we see response rates as high as 50%. If providing feedback takes longer than the actual customer experience, you have a major problem! Watch the clock.

VOC 61

VOC Double-Barreled Question CEM B2C 61

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there. For B2B companies, every recover alert should include a follow-up — no exceptions!

Close the Loop 78

Close the Loop VOC CEM NPS 78

SugarCRM

OCTOBER 27, 2022

Adrian Swinscoe is a best-selling author on customer service, experience, and engagement. He also regularly writes for Forbes and is the mind behind top Customer Experience (CX) books “Punk CX” and “How to Wow.” Remove grit from the customer experience. Get in front of people.

B2B 26

B2B E-commerce CRM CX 26