Intercom, Inc.

OCTOBER 1, 2022

A customer self-service offering is key to empowering customers with information while also reducing the burden on customer service professionals. Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects. What is a customer self-service portal?

Machine Learning 104

Machine Learning Customer Satisfaction Omnichannel AI 104

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Business Growth 102

Business Growth Customer Journey Map Gaming Sales 102

CommBox

JANUARY 18, 2024

Things we knew in 2023: Leveraging AI greatly increases the operational efficiency of your business – impacting everything from customer satisfaction to cost savings. Businesses of all sizes and across all industries need to find the best way to integrate AI technology into their daily business operations.

AI 98

AI Unstructured Data Engineering CRM 98

Intercom, Inc.

OCTOBER 24, 2022

On October 19th, the final day of the event, I appeared on the Growth stage for a fantastic conversation with Mark Organ, Categorynauts CEO, and Founder and CEO of Influitive and Eloqua, discussing how companies can build winning sales strategies as they continue to evolve. 4 top tips for optimizing your sales strategy.

Sales 91

Sales Start-ups 91

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

ECXO

JUNE 13, 2023

Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences.

Predictive Analytics 133

Predictive Analytics Government Sales Customer Retention 133

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 102

Customer Retention CRM Customer Relationship Management Customer Loyalty 102

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

AI 77

AI Customer Service Technology Technology 77

Zendesk

NOVEMBER 28, 2023

What is SaaS customer support? SaaS (software as a service) customer support refers to the systems and practices technology companies use to best serve their customers. Nowadays, every business needs to provide an outstanding customer experience (CX) , but the level and expertise of support varies by industry.

Omnichannel 52

Omnichannel E-commerce AI Customer Satisfaction 52

CommBox

DECEMBER 6, 2023

In such an ever-evolving landscape of customer service, businesses and customer support services are continuously exploring innovative solutions to increase efficiency and streamline operations. There is very little doubt today that it revolutionizes the way companies, and customer support services interact with their customers.

Customer Service 98

Customer Service Artificial Intelligence E-commerce Customer Satisfaction 98

Totango

MAY 28, 2021

It’s been a little over a month since that enthusiastic new customer sailed through the onboarding phase. By now, they should be implementing your product into their daily workflow and enjoying the first signs of business value. Instead, your core metrics are telling you there’s something wrong.

Net Promoter Score 83

Net Promoter Score Start-ups Customer Feedback Customer Experience 83

Intercom, Inc.

OCTOBER 24, 2018

How do you scale a support organization without breaking the budget or killing the quality of the customer experience? It’s an age old question for anyone leading a customer support organization, the sort of challenge that requires continuous innovation as a company and its customer base expands.

Machine Learning 178

Machine Learning Technology Technology Innovation 178

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Sales 177

Sales Start-ups Technology Technology 177

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Intercom, Inc.

MAY 6, 2019

All products share a universal problem, no matter how long they’ve been around or how well they are built – the problem of customer inertia. The sad truth is your potential customers are probably more comfortable staying where they are rather than taking a chance on something new. What is product adoption?

Start-ups 196

Start-ups Engineering 196

SurveySensum

SEPTEMBER 26, 2023

Have you ever poured your heart and soul into creating a product, only to find that it languishes in the market, struggling to gain traction? As a product manager, this can be a disheartening experience. However, despite her team’s hard work, she noticed that the user adoption rate was disappointingly low.

Customer Retention 52

Customer Retention Start-ups Sales Customer Expectations 52

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. Proactive customer support is the antidote to long wait times and ticket deflection.

Education 239

Education Sales Customer Retention Customer Loyalty 239

Logicalware

APRIL 17, 2024

At the heart of this transformation is the Financial Conduct Authority’s (FCA) introduction of the Consumer Duty, an initiative designed to ensure that firms put consumers’ needs and outcomes at the forefront of their business practices.

Compliance 52

Compliance Finance CX Customer Service 52

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. What Is a Customer Engagement Strategy? Adoption of advanced product features.

Customer Journey Map 78

Customer Journey Map Net Promoter Score B2B Social Media 78

Execs In The Know

APRIL 13, 2023

Underneath the glowing possibility of introducing your product or service to a much wider audience, there lies an underbelly – one populated by clever, tech-savvy fraudsters who use complex schemes and strategies to exploit businesses, often with massive consequences. In fact, it can do serious damage to businesses.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. These customers run a higher risk of becoming disengaged and churning.

Customer Retention 98

Customer Retention 98

Help Scout

APRIL 27, 2021

For B2B SaaS companies, user adoption is one of the most important elements to get right in order to grow sustainably. Appcues found that activation (when customers experience the core value of the product) is the most important pirate metric for SaaS growth. This shows just how important user adoption is for your bottom line.

Start-ups 94

Start-ups B2B Customer Acquisition Customer Retention 94

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. Experience on the Frontline.

Contact Center 130

Contact Center Technology Technology AI 130

Shep Hyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? Customer feedback is a precious resource for understanding what’s effective and what needs improvement. Analysts might also assign a numerical score to indicate the intensity of sentiment.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

SurveySensum

DECEMBER 6, 2023

Ever found yourself wondering w hy some businesses flourish while others struggle to keep up? Imagine your business as a vibrant garden, with customers as the colorful blooms. It’s like a fitness tracker for your customer relationships, telling you when things are blooming or need a little extra care.

Customer Satisfaction 52

Customer Satisfaction Customer Feedback Customer Relationship Customer Retention 52

SurveySensum

FEBRUARY 19, 2024

With each passing year, every sector of business becomes increasingly concentrated, leading to heightened competition across almost all industries. According to Crayon: A study shows that 90% of businesses report that their field of business has gotten more competitive than before.”

Innovation 52

Innovation Social Media Technology Technology 52

ClientSuccess

FEBRUARY 8, 2023

Research Vectors by Vecteezy Many customer success leaders in the SaaS space are faced with the same question: who should own customer renewals? It’s an important question to answer, as it can make all the difference in customer retention and long-term success. Things To Consider… How complicated are your contracts?

Sales 71

Sales Customer Relationship Customer Retention 71

VOZIQ

MARCH 6, 2024

In 2023, the synergy between customer-facing leaders and technology reached new heights. In particular, artificial intelligence (AI) played a vital role in helping them achieve customer retention and lifetime value breakthroughs. Mastering the art of data and analytics will be instrumental for customer retention breakthroughs in 2024.

AI 40

AI Customer Retention Artificial Intelligence Machine Learning 40

Beyond Philosophy

JULY 20, 2023

It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To One of our podcast listeners wrote in with a business pickle, asking how to differentiate their offering and experience from the competition. Probably not.

Innovation 108

Innovation Manufacturing Start-ups AI 108

Hodusoft

SEPTEMBER 21, 2022

What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center? Outbound calling has been an effective strategy for businesses to expand their customer base. A research study has shown that businesses that use cold calling tactics have experienced 42% more business growth than those that don’t.

CRM 96

CRM Actionable Insights Business Growth Sales 96

Zendesk

FEBRUARY 23, 2024

What is a customer persona template? A customer persona template is a tool businesses use to create a detailed description of their ideal customer based on market research and customer data. Picture yourself on a guided fishing trip, armed with your fishing rod, bait, and guidance from a professional angler.

Touchpoint 52

Touchpoint Social Media Customer Journey Map Sports 52

ECXO

AUGUST 9, 2023

But, here’s the question: if your competitors could do the same job, and have similar knowledge, expertise, capabilities and pricing, how do you stand out? In other words, how do you escape a parity trap? Cloud adoption is complex with persistent barriers to unlocking the full value of the investment. They’re a given.

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

ECXO

JUNE 11, 2023

If you need to rethink your CX offer, or haven’t got started, time is not on your side. Business buyers have changed the way they behave and buy. How have they changed since the pandemic? Is your customer data out of date? A persona is an archetype of your ideal customer. This is urgent.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

Social Media 59

Social Media Start-ups CRM B2C 59