PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth. System Harmony. Talk to David. P.S. What did you think of this blog post?

CEM 84

CEM CRM Customer Relationship Management VOC 84

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Customers want what they buy to be easy and nice to discover and get and use.

Customer Experience 67

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

Intercom

FEBRUARY 15, 2023

Low customer satisfaction ratings can lead to churn and revenue loss, while high customer satisfaction ratings are linked to retention, loyalty, improved customer acquisition, and increased profits. There are lots of ways to measure customer satisfaction. What is a customer satisfaction survey?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score E-commerce NPS 52