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

ClearAction

NOVEMBER 16, 2023

Indeed, among companies participating in XM Institute’s State of Voice of the Customer Programs study, only “one-quarter think they are good at actually making changes to their business based on the program’s insights”. For example, Finance talks about risk, efficiency (return on. What phrases do they use in their work?

VOC 62

VOC B2B Close the Loop Non-Profits 62

Confirmit

APRIL 30, 2020

Contrast these with offers of 0% financing or free home delivery of a new luxury car. Voice of the Customer Voice of the Employee Best Practices. Internal and external operations, processes, policies, messaging and advertising, sales, distribution and delivery.

CX 64

CX Social Media Finance Voice of the Employee 64

ClearAction

NOVEMBER 5, 2017

Different visions for customer experience at different locations of your company presents a variety of problems. And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.).

Customer Experience 69

Customer Experience Net Promoter Score VOC Finance 69

Waypoint Group

MAY 23, 2018

A good CS leader needs to know how well team members are strengthening customer relationships. So what metrics are good indicators of strengthened customer relationships? Include the right customer contacts in your account-planning processes (i.e. And they need to know it well in advance of a renewal / sales event.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

Intercom

FEBRUARY 15, 2023

There are lots of ways to measure customer satisfaction. Many businesses use a customer satisfaction (or CSAT) score, which they gather using a customer satisfaction survey or via other voice of the customer research. What is a customer satisfaction survey?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score E-commerce NPS 52

Confirmit

DECEMBER 5, 2018

A successful Customer Success Management program tends to leverage different technology solutions within your organization, in order to empower the right people to nurture a relationship with their clients based on trust, credibility and a clear understanding of the goals they’ve put in place to define business success.

Touchpoint 40

Touchpoint Net Promoter Score Social Media Voice of the Customer 40