CommBox

JANUARY 28, 2024

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, followed by upgrading contact center technology (79%) and automating customer service processes (77%).

AI 52

AI Customer Service Real Estate B2C 52

Totango

JUNE 24, 2022

At the same time, the distinctive nature of SaaS offers unique advantages for customer success management, including the ability to engage customers digitally, the technological means to automate successful results, and opportunities to leverage customer feedback. Start with a SaaS Customer Journey Map.

Customer Journey Map 103

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 103

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Chatbots can help businesses save up to 30% on their customer service.

AI 96

AI Customer Service B2C Real Estate 96

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention. Ali Cudby shares with business leaders how to set up customer engagement for loyalty with a company culture to support it.

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention. Ali Cudby shares with business leaders how to set up customer engagement for loyalty with a company culture to support it.

Customer Service 40

Customer Service Entertainment B2C CRM 40

Totango

JUNE 4, 2021

We’ll show you how to multiply opportunities for engagement through strategies such as personalization, in-app messaging, customized promotions and loyalty programs. We’ll also show you how technology can help you automate your engagement strategy. Rewards will differ from B2B to B2C customers.

B2C 62

B2C Customer Journey Map NPS B2B 62

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Execs In The Know

OCTOBER 15, 2023

These highlight the critical importance of operationalizing AI with CX at scale for businesses to stay competitive and thrive in the evolving landscape of technology and customer expectations. AI is being used in both B2B & B2C industries for a wide range of purposes in differing ways.

AI 52

AI Artificial Intelligence CX Compliance 52

SugarCRM

FEBRUARY 7, 2023

One less-than-perfect interaction will make you lose a customer. Fortunately, advancements in technology have come to the aid of organizations in the form of modern sales solutions. But let’s see below how guided selling and technology can bring their fair contribution. What Is Guided Selling? How Does Guided Selling Work?

CX 26

CX B2C Engineering B2B 26

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 56

B2B Sentiment Analysis B2C Customer Retention 56

Shep Hyken

OCTOBER 24, 2022

My Comment: This article is actually an interview with PwC Customer Transformation Leader George Korizis. While the title focuses on retailers balancing digital and human-to-human experiences, there is a lot that any company (B2C or B2B) can take away from the lessons shared. Why Do Customers Love Certain Brands?

Customer Service 47

Customer Service Retail B2C Manufacturing 47

ECXO

MARCH 21, 2023

A customer-centric culture must ensure that every interaction between the customer and the organisation is tailored to the customer’s individual preferences, culture and needs –(on B2C 100% and on B2B too.) Set objectives and goals: Identify key objectives and goals for your customer experience program.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

TeamSupport

APRIL 26, 2019

Many are turning to emerging technologies and processes, like the ones below, to develop customer-centric strategies. How to optimize the B2B customer experience for a competitive advantage. B2B buyers are a different type of customers. Don’t wait to automate.

Customer Service 55

Customer Service B2B B2C Customer Retention 55

Zendesk

JUNE 30, 2022

Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. It clearly pays to retain your customers—but how, exactly, do you keep them coming back for more? The key to customer retention and lifetime value is after-sales service. Deepen brand loyalty.

Sales 98

Sales Non-Profits Customer Retention Social Media 98

Aquire

NOVEMBER 1, 2021

Although it won’t immediately help your bottom line, it will help foster trust and create better customer relationships in the long term. Use the right technology. One of the best ways to interact with customers and create engagement is by employing technology to help with the job. Don’t forget the human touch.

Social Media 98

Social Media Omnichannel Touchpoint Start-ups 98

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Lumoa

MARCH 20, 2018

According to Accenture , 85% of customer interactions will be managed with AI by 2020. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Both groups of technologies can be utilized to make analytics more actionable.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

TeamSupport

AUGUST 3, 2018

In this scenario, it’s not up to the sales team to provide the victory, but instead the onus falls squarely onto the customer success group. With customer retention critical to business success, fending off the competition means a healthy balance sheet and minimal churn.

B2B 40

B2B Sentiment Analysis B2C Customer Retention 40

SurveySensum

JANUARY 12, 2024

Cultivates Customer Loyalty and Retention Infusing humanity into your interactions builds a foundation of customer loyalty. Customers are more likely to stay and return when they feel valued and understood, resulting in increased customer retention.

Customer Feedback 52

Customer Feedback Customer Journey Map Social Media Sentiment Analysis 52

SugarCRM

SEPTEMBER 3, 2020

Companies grow and thrive by developing strong, meaningful relationships with their customers and using that rapport to cut through the noise of an overcrowded, overstimulated market. Whether you work in a B2B or B2C industry, modern customers want to be treated like the unique individuals they are. Automating Processes.

CRM 55

CRM Artificial Intelligence Data Entry B2C 55

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. Customer Support vs. Customer Success. Increased Customer Expectations.

Customer Satisfaction 56

Customer Satisfaction B2C Customer Retention Customer Relationship 56

Totango

NOVEMBER 3, 2021

In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys. Net Promoter Score (NPS) is a key performance indicator used to measure customer loyalty by asking a single question about how likely customers are to recommend an organization, product or service to a friend or colleague.

Net Promoter Score 97

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 97

Totango

NOVEMBER 3, 2021

In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys. Net Promoter Score (NPS) is a key performance indicator used to measure customer loyalty by asking a single question about how likely customers are to recommend an organization, product or service to a friend or colleague.

Net Promoter Score 96

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 96

Totango

NOVEMBER 3, 2021

In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys. Net Promoter Score (NPS) is a key performance indicator used to measure customer loyalty by asking a single question about how likely customers are to recommend an organization, product or service to a friend or colleague.

Net Promoter Score 94

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 94

SugarCRM

DECEMBER 6, 2017

For many, CRM trends for the New Year seem pointless for three main reasons: long technology development cycles, the industry’s obsession with one or two big ideas over the course of multiple years, and journalists’ penchant for trends that are either too obvious or too outlandish to really drive value.

CRM 54

CRM Machine Learning AI B2C 54

SugarCRM

APRIL 2, 2019

Regardless if you are in B2B or B2C, the pressure has never been greater to continuously deliver an exceptional customer experience throughout the customer journey, creating an unstoppable business. In fact, by the year 2020, customer experience will overtake price and product as the key brand differentiator.

Sports 30

Sports B2C Customer Relationship Customer Satisfaction 30

SugarCRM

DECEMBER 2, 2020

There are three main types of Customer Relationship Management systems aligning with three essential business functions: analytical, operational, and collaborative. These systems focus on tracking huge amounts of data so businesses can gain insights into customer retention and win new customers. Analytical CRMs.

CRM 29

CRM Data Entry Customer Relationship Management Compliance 29

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Intercom

SEPTEMBER 23, 2021

And it’s not just about strong retention and recurring revenue, although that’s certainly a plus; it’s knowing the customer won’t quit you over a new competitor with better technology, lower prices, or even a more convenient service. But how exactly do you win a customer’s loyalty? Are you ready? And then I stopped.

Start-ups 72

Start-ups Customer Service Net Promoter Score E-commerce 72

Qualtrics

FEBRUARY 26, 2019

In the latest in our series of “ Customer Experience Visionaries “, Rachel Richter, VP of Customer Insights at Dun and Bradstreet, joins us to talk about bringing together quantitative and qualitative data to improve customer retention, creating a data-driven culture, and corporate social responsibility.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

Intercom, Inc.

OCTOBER 13, 2022

When we talk to you, our customers, we hear you talk about the same challenges across B2B and B2C companies and industries. We hear that you need to decrease costs, increase customer satisfaction, and increase customer engagement so that you can increase customer retention and thrive in these challenging times.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118