ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Voice of the customer (VoC) — monitoring customer sentiment. Customer references — testimonials from customers.

CRM 66

CRM Non-Profits CEM Net Promoter Score 66

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Voice of the customer (VoC) — monitoring customer sentiment. Customer references — testimonials from customers.

CRM 59

CRM Non-Profits CEM Net Promoter Score 59

Callminer

AUGUST 6, 2019

New analytics tools also help businesses data-mine social media for signs of potential customer issues before phones start ringing. Finding the right VoC platform is crucial if you want to successfully improve your service. The best VoC technology should also be able to integrate seamlessly. Virtual queuing/Web callback.

Contact Center 140

Contact Center VOC Social Media AI 140

CX Journey

JULY 25, 2014

Me : Neighbor : Oh, no, you don’t do that NPS bull$**t, do you? I smile, explaining that yes, in fact, designing, deploying, and analyzing Net Promoter Score and customer satisfaction survey programs is indeed part of what I do. “ I look away from my neighbor and think: Boy, his company’s VoC/CX team has a problem.

VOC 61

VOC Net Promoter Score CX NPS 61