Zendesk

OCTOBER 5, 2022

Since partnering with Zendesk, Qumu has turned its greatest weakness into its greatest strength and built a loyal customer base. The company has all-time high customer satisfaction (CSAT) scores , driven its customer retention rate to 90+ percent, and turned its customer support into a competitive differentiator. “We

Innovation 98

Innovation CX Omnichannel Predictive Analytics 98

Lumoa

SEPTEMBER 11, 2023

Having a customer experience strategy template helps companies formulate actionable plans that deliver results for both the customers and the business. Customer service is merely one aspect of a larger whole : Customer experience. Customer experience is not so insular.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

Lumoa

SEPTEMBER 11, 2023

Having a customer experience strategy template helps companies formulate actionable plans that deliver results for both the customers and the business. Customer service is merely one aspect of a larger whole : Customer experience. Customer experience is not so insular.

Customer Experience 83

Customer Experience Net Promoter Score NPS Start-ups 83

ClearAction

OCTOBER 16, 2019

Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. 1st Key to Retention-Rich Marketing: Context.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

Callminer

OCTOBER 22, 2019

Inbound Call Centers: An inbound call service handles (either in part or the whole) the incoming phone calls regarding your business. This could be incoming sales enquiries, but usually pertains to customer service and support issues. Time to Consider a Call Center Service , CO—; Twitter: @USChamber.

Contact Center 203

Contact Center Healthcare AI Sales 203

SugarCRM

APRIL 12, 2021

That lack of knowledge and predictability makes the job of sales even harder. Customer churn doesn’t just impact sales, it impacts marketing, business development, executives, customer service, and more, cascading through the entire organization. Why Customer Churn Occurs. Enable with Technology.

Non-Profits 26

Non-Profits Artificial Intelligence CRM Predictive Analytics 26

Aquire

AUGUST 27, 2021

Hyper-personalization is the use of artificial intelligence (AI) and real-time customer data to display relevant content, products, services, and information to each individual user or customer. It can be generic – the most typical example being the use of a customer’s first name in emails.

Artificial Intelligence 52

Artificial Intelligence Machine Learning Social Media Predictive Analytics 52

ClearAction

MAY 29, 2016

Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth. Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience.

Customer Experience 97

Customer Experience Social Media Customer Experience Management Predictive Analytics 97

Hodusoft

NOVEMBER 1, 2022

Customer service has become a competitive aspect for all businesses. Companies, regardless of their size, are leaving no stone unturned to improve their customer service experience. Understanding who answered the call and how they handled it is essential to providing better customer service and gaining more clients.

Net Promoter Score 52

Net Promoter Score Predictive Analytics Customer Satisfaction CRM 52

1 to 1

JULY 29, 2022

Every time customers interact with a customer service representative, do a keyword search, click through a brand’s website, or engage other touchpoints, they’re giving hints about their interests and intentions. The value of transparency Numerous industries benefit from insights into customer intent and preferences.

Manufacturing 29

Manufacturing Artificial Intelligence Predictive Analytics Contact Center 29

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.

Customer Experience 67

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

Qualtrics

JANUARY 27, 2020

billion customer calls in 2018 alone. Customer service and contact centers are among the most critical – and costly – areas for delivering a high quality customer experience when customers need it most. Based on an annualized Statista study, there were over 1.9

Contact Center 22

Contact Center Predictive Analytics Close the Loop Manufacturing 22

Beyond Philosophy

DECEMBER 23, 2015

Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision. As a result, they are able to create enormous streams and bases of data – known, collectively, as “Big Data”.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Beyond Philosophy

DECEMBER 3, 2015

You therefore need to understand behavioral economics and how to make the most of Customer’s irrationality. When you have mastered this I then suggest you look into the whole area of predictive analytics and define how you can predict customer’s true behavior.

Predictive Analytics 87

Predictive Analytics Customer Experience CX Customer Retention 87

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

SurveySensum

OCTOBER 17, 2023

Ultimately, all these limitations and issues drove her to seek more customer-friendly financial alternatives, leaving the NBFC with a lost opportunity and a dissatisfied former client.’ NBFCs have a multitude of limitations and issues that affect their customer retention and satisfaction. Gather customer feedback in real-time.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Lumoa

MARCH 20, 2018

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64