PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM CRM Customer Relationship Management VOC 84

SixteenVentures

SEPTEMBER 10, 2020

Ideally, every former customer will have two churn reasons associated with their customer record: an internal reason – one derived from our understanding of why they churned (finance data, support tickets, pre-cancel usage data, etc.) – and an external reason that comes from the customer directly. Unless it is.

Start-ups 131

Start-ups Finance Customer Acquisition CRM 131

PeopleMetrics

NOVEMBER 1, 2022

Customers enjoy sharing their opinions about a variety of topics these days, banking included. Negative word of mouth can harm a bank’s net promoter score and lead to reductions in customer acquisition as well as retention issues, due to losing the customers making the initial complaints. Efficient Onboarding.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention.

Customer Experience 67

Customer Experience Social Media Customer Experience Management Voice of the Customer 67

Uniphore

JANUARY 4, 2022

Moni Manor Chief Product Officer Moni Manor is Chief Product Officer at Uniphore, bringing over 25 years of experience with CRM, UC, CC and AI into this role. Prior to Uniphore, Moni was the Chief Product Officer at New Voice Media, where he transformed the product strategy, and helped scale the portfolio till company's acquisition by Vonage.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Zendesk

NOVEMBER 23, 2021

We’ll also talk about how a strong CRM program can help you execute your sales promotions for maximum benefits. There are many benefits to running a sales promotion in the short term: Creating new leads: Sales promotions increase customer acquisition by offering them discounts, free products, free trials, and more.

Sales 52

Sales Social Media Customer Acquisition CRM 52

Zendesk

NOVEMBER 23, 2021

Customer lifetime value (CLV). Customer lifetime value (CLV) is a delicate balance against customer acquisition cost. CLV is the total revenue you can expect from a single customer over the course of their entire lifecycle. CRM KPI examples. Customer acquisition cost (CAC). Sales support KPIs.

Sales 52

Sales CRM Customer Acquisition B2C 52