ClearAction

SEPTEMBER 28, 2015

Here are 5 words representing successful customer experience management (CXM) in the future: 1) Context. Why it's key to future success: This viewpoint is powerful in shifting from our current collective mindset of CXM as something that customer-facing staff takes care of. Let's learn from the latter. 2) Outside-In.

CXM 105

CXM Customer Experience VOC Customer Experience Management 105

ClearAction

JULY 23, 2023

Predictive analytics managers are collecting customer data and creating algorithms for real-time and what-if scenario right-sizing of information, offers, and solutions. Why this accelerates B2B CXM maturity: This built-in extended CXM team is a treasure trove of customer insights, engagement, and value-generating opportunities.

Government 62

Government B2B CXM Customer Experience 62

ClearAction

JANUARY 14, 2015

How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? In our four-year study of B2B CXM , 91% of participating firms said they sell B2B products and services through a dedicated sales force 1 , with a typical sales cycle ranging from three to twelve months.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Sprinklr

OCTOBER 20, 2021

But, social suites that combine a strong social media strategy with a unified customer experience management (Unified-CXM) platform can more effectively drive the value of your social engagement to every corner of your enterprise. Fewer silos and dead ends. More collaboration and communication. Happier customers.

Social Media 85

Social Media Unstructured Data CXM Social Listening 85

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64