Customer Think

JANUARY 20, 2023

For anyone doubting the power of conversion rate optimisation to increase sales or leads in a relatively short time, I thought I’d share this client case study.

Sales 70

Sales 70

Help Scout

MAY 20, 2021

Marketing is often focused heavily (or even solely) on generating new leads and customers, but it’s important not to overlook your existing customers when creating your marketing strategies. So how can marketing teams create content and messaging to improve customer success and drive retention? Case studies.

Start-ups 77

Start-ups Event Planning Social Media Customer Acquisition 77

Lumoa

DECEMBER 19, 2023

From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience. Types of sentiment analysis Within sentiment analysis, various types are tailored to specific use cases: Aspect-based sentiment analysis.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

ClientSuccess

JANUARY 25, 2021

This is all to say that while working closely with sales departments comes naturally to most CSMs, bringing in other departments – such as marketing – can sometimes leave both customers and internal teams wanting more. Why is customer marketing important? Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Sales 81

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. However, will that always be the case? In that case, you may want to encourage them to write it on their phones.

Transportation 348

Transportation Technology Technology Social Media 348

Beyond Philosophy

NOVEMBER 30, 2023

For example, we worked with RICOH Printers, Canada, which became our case study based on their improvement of 34 points in the Net Promoter Score® 1 over 30 months. This increase in NPS also resulted in a ten percent revenue growth in a declining market. Marketing and innovation produce results. NICE Systems, Inc.,

Legal 78

Legal Finance Net Promoter Score NPS 78

Intercom, Inc.

APRIL 30, 2020

For partners who have invested in building quality apps for our mutual customers, the program unlocks new sales and marketing opportunities, plus more technical benefits, to enable you to get maximum value from your app. In some cases, we may even suggest working joint deals together. Partners get advanced notice of API updates.

Sales 223

Sales Start-ups Customer Relationship Technology 223

Intercom, Inc.

JUNE 14, 2022

Done well, push notifications are highly effective and engaging marketing tools that inspire users to take specific calls to action. In some cases, push notifications ensure users have timely documentation on hand, such as concert tickets for upcoming shows or flight tickets on days of travel.

Social Media 118

Social Media Finance Government Sales 118

Totango

FEBRUARY 14, 2020

Customer success and marketing are typically two distinct teams that do not seem to be directly connected, but in fact, the more effectively the two collaborate, the more successful your customers—and your enterprise—will ultimately be. The Intersection of Customer Success and Marketing. Both teams serve as the face of your brand.

VOC 99

VOC Customer Relationship Start-ups Sales 99

ClientSuccess

NOVEMBER 2, 2021

Customer marketing is one of these initiatives. While most customer marketing programs are a cross-function of CSMs and marketing teams, many marketing departments will look to CSMs for direction and guidance when selecting and working with customers directly. How is your team managing customer marketing initiatives?

Sales 59

Sales Technology Technology 59

Steven Van Belleghem

SEPTEMBER 24, 2023

As you may suspect, in many cases, the experience of staying in these places turned out great, even flawless, just as he was promised. But in 10% of the cases, he was truly disappointed. The results of that study were astonishing to me. Sometimes because the owners gave him a list of chores upon entering or leaving the premises.

Customer Experience 109

Customer Experience 109

Intercom, Inc.

DECEMBER 16, 2019

Over the last two decades, account-based marketing (ABM) has been both hailed as a surefire win for B2B businesses and written off as little more than an industry buzzword. Just two years ago, only 29% of marketers reported ABM to be an effective strategy. What is account-based marketing (ABM)?

B2B 189

B2B Sales CRM Touchpoint 189

SurveySensum

APRIL 1, 2024

This loyalty is not just about repeat business; it also fosters a formidable defense against the fierce competition in the market. Trust is not easily gained but can be a distinguishing factor that sets a business apart, resonating deeply with consumers and potentially leading to market leadership.

Non-Profits 52

Non-Profits Social Media Customer Feedback Close the Loop 52

ClearAction

FEBRUARY 13, 2023

It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. This customer experience course is an actionable overview for making CX a team sport company-wide. The Essentials module is free to everyone.

Sports 71

Sports Customer Experience Entertainment VOC 71

Buyer Persona

DECEMBER 14, 2020

It does not take a huge scientific study to see that confidence has been shaken in a lot of industries. An example from our Center for Buyer Insights Buyer Outlook Study : “Here’s the thing, while we have seen a tremendous spike, we know it is not normal. Or, to engage in sales conversations where we are making a business case.

Outlook 120

Outlook B2B Sports Education 120

Execs In The Know

MARCH 16, 2023

An organization’s ability to adapt to change, build the business case for investments, and leverage partnerships to get ahead will continue to separate the market winners from losers in the years to come. When you are disrupting the current state, you learn as much, if not more, from your missteps. We tried to do the opposite.

Contact Center 97

Contact Center Innovation AI Technology 97

Intercom, Inc.

DECEMBER 5, 2019

Over the course of his conversation with Amanda Connolly, Matt covers the challenges faced by SaaS companies both starting out and scaling in today’s swiftly evolving market. Building successful SaaS companies in a rapidly evolving market. Prove your use cases. Be able to put an economic case to it.

Artificial Intelligence 118

Artificial Intelligence AI Start-ups Outlook 118

Lumoa

MAY 19, 2020

A study by Acquia found that while 82% of marketers feel that they deliver a positive customer experience, only 10% of customers agree with that sentiment. Like any new initiative, you’ll need to make a case for expanding your customer experience strategy (and getting additional budget). Present your case.

CX 103

CX CX Transformation Customer Experience Start-ups 103

Execs In The Know

APRIL 25, 2024

The Enterprise Conversational AI market is fundamentally broken. Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62 Forbes 2023 ] On the other hand, the demand is the highest it’s ever been with the Generative AI market size expected to reach $66.62

AI 52

AI CXM Engineering Business Operations 52

SurveySensum

SEPTEMBER 6, 2023

Word-of-mouth marketing drives between 20%-50% of all purchasing decisions. In the case of millennials, they are 115% more influenced by word of mouth than traditional advertising. Consider teaming up with happy clients for joint marketing. Well, many businesses are leveraging these marketing programs. Not just that.

NPS 52

NPS Social Media Net Promoter Score Customer Loyalty 52

Customer Think

JANUARY 30, 2022

According to Market Study Report, the global blockchain market was worth $708 million in 2017. While it might seem that blockchain software solutions can only be used for financial transactions, there are many other uses cases. It will grow to $60.7 billion by 2024.

Technology 52

Technology Technology Healthcare 52

Experience Investigators

FEBRUARY 27, 2024

Unpack an intriguing case study where a brand’s bold pricing and production strategy turns the supply chain playbook on its head, offering unique insights into consumer trust and the anticipation of demand.

CX 52

CX Manufacturing AI Innovation 52

ClientSuccess

FEBRUARY 15, 2022

In that case, your interview team should discuss what this experience looked like, what it taught the candidate about working directly with customer teams and get a sense of what the candidate’s contributions would look like if he or she were to join your team. Customer Success + Marketing. Presentation and Q&A.

Touchpoint 81

Touchpoint Sales 81

Intercom, Inc.

JUNE 4, 2019

Sales and marketing teams are one of the most valuable sources of inputs into the roadmap. They are on the front line and have a strong, raw insight into customers, market trends and product. ” The value of sales and marketing input into your roadmap. Your market. Tapping into sales and marketing insights.

Sales 187

Sales Gaming Education 187

Confirmit

DECEMBER 2, 2020

In this case study, you will learn about the challenges Comscore faced, seeking to meet the needs of various teams and stakeholders. Market Research Case Studies. The team now uses various features and functionalities of Confirmit's Dapresy technology, which has resulted in major time savings.

Technology 52

Technology Technology 52

Lumoa

APRIL 4, 2023

For a business to flourish, it has to understand its customers well enough to market effectively to them. It’s no surprise, then, that the ERP software market grew by nearly 10% in 2019 as more people realized how helpful this type of tool can be. Optimizes marketing efforts Imagine you’re trying to sell a watch to someone.

Business Growth 83

Business Growth Customer Retention Customer Survey Sales 83

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. Hubert: Productboard is a project management system, it’s a system that helps product managers make better product decisions and figure out how to bring products to market faster.

Engineering 225

Engineering Start-ups E-commerce Sales 225

SurveySensum

MAY 9, 2022

Invite your loyal customers to participate in case studies. Word of mouth marketing brings more customers than anything else. Invite your loyal customers to participate in case studies. You can turn positive customer feedback into case studies. And create a case study out of all of it.

Customer Feedback 52

Customer Feedback CX NPS B2B 52

Intercom, Inc.

JULY 31, 2019

With the right setup, a chatbot can power your marketing as well so you never miss a lead. 53% of buyers are more likely to buy from a business they can message, so if you’re looking for ways to make your marketing more effective in 2019, live chat is the way to go. What is chatbot marketing? By using chatbots.

Sales 177

Sales Start-ups Engineering Technology 177

Beyond Philosophy

MAY 8, 2017

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Understanding behavioral economics and their influence on Customer Experience can give you a real edge in business.

Customer Experience 141

Customer Experience Sports Social Media Gaming 141

Lumoa

NOVEMBER 29, 2021

However, in many cases, organizational silos are not the only reason for not acting on customer feedback. Customer experience-related decisions are no different from any other business decisions: you need a positive business case to justify them. Will it positively impact our market share? Does it increase our revenue or profit?

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

The Customer Service Blog

SEPTEMBER 20, 2023

As many readers will already know, when I’m not editing The Customer Service Blog, I also do university lecturing in the disciplines of Marketing, Management and Business Studies. One of my areas of expertise is pricing strategy, and how this can be used within marketing to maximise profitability.

Gambling 76

Gambling Hospitality Hospitality Social Media 76

DMG Consulting

MARCH 13, 2023

of respondents who selected this item in the 2022 study. This doesn’t mean that companies won’t invest in new systems and operational initiatives; it does mean that investments need to have a strong supporting business case and a rapid payback. This is a similar result to the 2022 edition of this study, which was 35.8%.

Contact Center 62

Contact Center Technology Technology CX 62

Helpt

JANUARY 16, 2024

Outsourcing is a strategic move that aligns with the need for efficient, responsive support, crucial for sustaining customer satisfaction and staying competitive in a fast-paced market. The Case for Embedded Help Desk Embedded help desk represents a paradigm shift in how businesses manage their technical support needs.

Customer Satisfaction 52

Customer Satisfaction Business Operations Customer Relationship Business Growth 52

PeopleMetrics

AUGUST 7, 2019

Then begin to create your own internal business case for VoC. There are a plethora of publicly available studies and reports available for you to use to bolster your case. You can examine your own VoC data to build out a ROI case specific to your company. Look inside at CLV to determine ROI.

VOC 70

VOC CEM Close the Loop Business Administration 70

Beyond Philosophy

SEPTEMBER 7, 2023

Much research has studied what gets pulled up as that internal reference price. For example, if I’m evaluating one brand of milk’s price, the other brands I see in the dairy case are the external reference prices. These external reference prices are not limited to the dairy case; they do not need to be in the same category.

Retail 88

Retail Education Sales 88