SurveySensum

FEBRUARY 9, 2024

Every business operates within the context of the marketplace. The changes occurring in the market can affect your brand’s marketability and performance. Customers can have changing needs and preferences, and global events can influence your industry. One vital aspect of market research is understanding one’s customers.

Non-Profits 52

Non-Profits Finance Government Start-ups 52

Shep Hyken

OCTOBER 21, 2022

She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. However, customer-centric marketing takes all of that a step further. And it can benefit your company greatly. .

Customer Experience 69

Customer Experience Engineering Sales Customer Expectations 69

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Customer Experience 110

Customer Experience Artificial Intelligence CXM E-commerce 110

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design.

Customer Experience 83

Customer Experience Touchpoint Artificial Intelligence Customer Journey Map 83

Uniphore

SEPTEMBER 22, 2021

Interaction analytics takes unstructured data from customer interactions across multiple channels and harnesses it to let you understand the true voice of the customer. An interaction analytics solution needs to understand your agents and customers with a high degree of accuracy. This is not an easy feat.

Unstructured Data 100

Unstructured Data Machine Learning Contact Center AI 100

Totango

AUGUST 9, 2022

B2B customer segmentation gives you the power to customize your service and even personalize it for individual clients. This yields superior customer satisfaction, translating into higher revenue for your business. This article will give you six best practices for optimizing your B2B customer segmentation.

B2B 100

B2B Customer Journey Map Social Media Net Promoter Score 100

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Intercom, Inc.

MAY 25, 2022

For product folks the pressure’s on to revise your roadmap and short-term strategy to account for a narrowing budget, and shifting customer priorities. For product folks the pressure’s on to revise your roadmap and short-term strategy to account for a narrowing budget, and shifting customer priorities.

Start-ups 138

Start-ups Sales Sports Government 138

Zendesk

JANUARY 23, 2024

Agent scheduling is the strategic process of organizing work hours for customer service agents. This involves setting weekly schedules, navigating time off and PTO requests, and ensuring the right number of agents work at the right time for optimal organizational efficiency. Consumers expect timely and efficient customer service.

Outlook 52

Outlook Construction Social Media AI 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Maximize Your Return on Investments.

Customer Satisfaction 74

Customer Satisfaction NPS Start-ups Customer Retention 74

Intercom, Inc.

OCTOBER 21, 2020

That’s a universal truth, but one businesses forget about at their peril. The feelings customers take away from an experience with your company are far more important than any “response time” metric. At Intercom, we work hard to figure out more than just what our customers want to do.

Start-ups 211

Start-ups Sales Customer Experience 211

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. ABM’s mixed reputation reflects the challenges that companies have faced implementing an account-based approach. What is account-based marketing (ABM)?

B2B 189

B2B Sales CRM Touchpoint 189

TeamSupport

FEBRUARY 1, 2024

In the realm of customer support software solutions, TeamSupport stands out for its comprehensive approach to managing the entire post-sale customer experience. This platform is designed with customer-centric organizations in mind, aiming to help them cultivate strong relationships with their customers.

Net Promoter Score 52

Net Promoter Score Customer-Centric Organization Customer Satisfaction Omnichannel 52

Aquire

JULY 20, 2021

The right customer engagement strategies can have a massive effect on your business outcomes. They will result in a better customer experience, higher retention, and will eventually help you attract more customers. What is a customer engagement strategy? 8 customer engagement strategies.

Retail 98

Retail Start-ups Omnichannel Customer Journey Map 98

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? Hold your horses; You better pay attention to your target market! Here’s the thing: Customer-centric brands are 60% more profitable than those that are not. As such, listening to what your potential and regular customers have to say does matter.

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

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. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Totango

MARCH 24, 2022

We were thrilled to bring back our in-person Global Executive Forum last week and have the opportunity to host customer success leaders at the beautiful Carmel Valley Ranch in Carmel Valley, CA. Perfect size group, compelling conversations, product visions/strategies and continuous introductions. Very well done!”.

Engineering 92

Engineering Sales Customer Experience 92

Shep Hyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience.

CX 112

CX Technology Technology Omnichannel 112

Totango

AUGUST 5, 2022

Asking the right questions is key to effectively using this powerful customer success tool. It gathers business intelligence that can be used to assess a client’s needs, establish what goals they hope to achieve, and develop an action plan to meet their desired outcomes. Establish clear communication patterns with your new client.

B2B 84

B2B Customer Journey Map Sales Start-ups 84

Zendesk

DECEMBER 15, 2023

A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals. Resource allocation Business schedules are written in pencil, not pen.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Intercom, Inc.

JULY 28, 2022

Growth is arguably the most defining and sought-after trait of technology companies. Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

SurveySensum

JANUARY 18, 2024

Imagine this: you’re a business owner eagerly waiting for your latest marketing campaign to take off. As you sip your morning coffee, you receive a text notification. Effective marketing is all about reaching your audience where they are and engaging them with timely, relevant messages. Offer ends soon!”

Retail 52

Retail Customer Relationship Start-ups Customer Feedback 52

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Aquire

SEPTEMBER 6, 2021

An omnichannel contact center offers more than just customer communication — it’s a powerful tool for creating memorable customer experiences (CX) and strengthening brand loyalty. This approach provides a consistent experience regardless of the method or device customers choose to communicate through.

Contact Center 98

Contact Center Omnichannel Social Media Net Promoter Score 98

Aquire

JULY 6, 2021

The B2B customer journey is a complex matter, packed with a host of different touchpoints that affect customer experience. Understanding that complexity is essential in planning your customer service and marketing strategies. So, how can you analyze your journey and go about improving it in the right way?

B2B 116

B2B Customer Journey Map B2C Touchpoint 116

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. Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm.

Sales 177

Sales Start-ups Technology Technology 177

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

Aquire

JULY 30, 2021

With more and more consumers switching to online shopping, ecommerce customer service has become a focal point for most businesses. Every online customer knows they can share reviews across a range of different social media platforms. In one negative post from a dissatisfied customer, lies the potential to ruin your brand image.

Customer Service 98

Customer Service Omnichannel Social Media Invoicing 98

Aquire

DECEMBER 1, 2021

In fact, it’s been creeping steadily towards a mind-boggling three billion active users in recent years. So, it’s safe to assume there are quite a few of your customers among its users — often trying to make buying decisions with the platform’s help. Why is Facebook good for customer service? Optimize Messenger.

Social Media 105

Social Media Customer Experience Omnichannel Sports 105

Zendesk

JANUARY 5, 2022

They must also be armed with proven lead generation strategies to get people on the path to becoming a customer. Sales leads are people who could potentially become customers in the future. They may or may not have interacted with your company before. You just need to persuade them to do business with you.

Sales 105

Sales Outlook Social Media B2B 105

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

Aquire

NOVEMBER 17, 2021

Customer experience has become the ultimate competitive advantage. Does that mean businesses with fewer resources are destined to lose out? The customer experience battleground. The customer experience battleground. Creating good customer experiences (CX) is top of mind for most companies.

Retail 98

Retail B2C Customer Experience Omnichannel 98

Zendesk

FEBRUARY 17, 2022

The buyer’s journey (sometimes called a purchase journey) describes the process a customer goes through to purchase a product or service. Mapping out the journey provides an in-depth view of how your potential customers behave at every step in the buying process. That’s where the buyer’s journey comes in. Consideration.

Social Media 98

Social Media Sales Education CRM 98

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Fortunately, email automation can reduce your workload significantly. Customer check-ins.

Start-ups 110

Start-ups Sales Customer Satisfaction Customer Feedback 110