Totango

AUGUST 5, 2020

Engaging customers during COVID-19 and beyond presents a unique challenge for many enterprises in terms of both communication and technology—but the rewards of overcoming this challenge are great. . Webinars can be a great way to share in-depth information on topics your customers will find helpful.

Technology 103

Technology Technology Innovation Customer Satisfaction 103

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Intercom, Inc.

APRIL 25, 2018

And when we introduced a modest little link just above the conversation area, we actually saw great traction. They had to click “Start a conversation” to find this link to self-service – it was almost contradictory. Yesterday marked one of our biggest releases yet – our all new messenger. How we gave our Messenger a home.

Start-ups 215

Start-ups Sales 215

Beyond Philosophy

JANUARY 15, 2018

They developed what their idea into Prospect theory, which is foundational to many other ideas associated with how we make decisions. Prospect Theory is the name of the concept developed by Nobel-prize winning professor Daniel Kahneman and Amos Tversky, who were the “Godfathers of modern decision science.” Diminishing Sensitivity.

Customer Loyalty 145

Customer Loyalty Customer Experience Sales 145

SugarCRM

MARCH 28, 2024

Personalized Communication : CRM solutions are a great way to generate detailed customer profiles to help manufacturers develop communication strategies. However, such strategies cannot be crafted without a complete and clear set of data that can be collected and processed with the help of a CRM solution.

Manufacturing 26

Manufacturing CRM Sales Sentiment Analysis 26

Totango

AUGUST 21, 2020

It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide. Below we’ve captured our panelists’ answers to the engaging questions asked and submitted by the audience. Watch the recording for a full recap of the panel discussion.

Innovation 115

Innovation NPS Touchpoint Start-ups 115

SurveySensum

AUGUST 28, 2023

This metric measures the amount of effort your customers have to put forth while onboarding and using your product or service. According to the book Product-Led Onboarding: How to Turn Users Into Lifelong Customers , 40-60% of new users won’t even bother to come back after they sign up. Probably not! Take SurveySensum for example.

Start-ups 52

Start-ups Customer Feedback Customer Satisfaction AI 52

1 to 1

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. Knowledge-assist is a great use case in the contact center because AI can consume the total universe of knowledge in real time and make it easy for associates to access and use that knowledge.

Contact Center 26

Contact Center AI Healthcare Education 26

CX Journey

AUGUST 17, 2018

Customer understanding is a foundational element of any customer experience strategy. Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. This webinar will also be more focused on the contact center experience and contact center data. Characterize.

Contact Center 34

Contact Center Customer Experience Customer Service 34

Beyond Philosophy

MARCH 29, 2017

Omnichannel means at its foundation, integration. John Lewis has a great reputation for excellent Customer Experience. They are investing £4 million pounds in a new customer service initiative to strengthen its Omnichannel Customer Experience. Therefore, an omnichannel strategy could also be called an integration plan.

Omnichannel 119

Omnichannel Customer Loyalty Customer Experience CX 119

Zendesk

JULY 14, 2022

A knowledge base, community forum, and friendly team of customer advocates are critical to helping customers troubleshoot and learn how to use your products or services. Companies typically segment customer education content into three stages: Onboarding , which includes introductory and foundational learning.

Education 98

Education Start-ups Customer Satisfaction Customer Relationship 98

Aquire

JULY 26, 2021

Sales automation is a powerful way to enhance productivity, increase sales, and improve revenue, eliminating tedious and time-consuming tasks and saving thousands of work hours. Your sales team is then freed up to place more focus on what they do best, generating leads and selling. The growth of sales automation. higher annual revenue growth rate.

Sales 98

Sales Artificial Intelligence AI B2B 98

Intercom, Inc.

MARCH 11, 2021

Great support is key for retention. And we do that every day, in terms of providing great service.” Because trust is not something you easily get anymore, especially when it comes to service. On the surface, B2B customer support issues might look quite different from those of B2C. Know your user.

B2C 118

B2C B2B Social Media Start-ups 118

Zendesk

SEPTEMBER 29, 2022

The reverse is true with inbound sales : a potential customer contacts a business to ask about a product or service. Outbound sales works to actively sell a product or service, while inbound sales focuses on educating interested buyers. And we have stats to prove it. What is outbound sales? Benefits of outbound sales.

Sales 52

Sales Social Media CRM Start-ups 52

CX Journey

JULY 25, 2017

And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX. And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX. But they are!

CX 38

CX Education Start-ups Customer Experience 38

SugarCRM

SEPTEMBER 14, 2023

Successful nurture marketers provide customers with a forum for feedback, listen to their needs, and customize services to fit those needs. Successful nurture marketers provide customers with a forum for feedback, listen to their needs, and customize services to fit those needs. What is Nurture Marketing?

Sales 26

Sales Artificial Intelligence Education Customer Retention 26

Beyond Philosophy

MAY 15, 2017

It gives a differentiator between a good brand and great one. Effectively managing their responses will create a ripple effect, much like the word-of-mouth of yore and build the foundation for that WOW experience everyone seeks. Customer Empathy – Use the digital forum to connect with the customer and bring them back to the fold.

E-commerce 133

E-commerce Social Media Retail Omnichannel 133

Callminer

JULY 15, 2019

This is a great opportunity to listen, watch, and learn the latest CX analytics information out there! We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! Link for WebinarStock US Sessions.

Artificial Intelligence 28

Artificial Intelligence Contact Center Machine Learning VOE 28

Zendesk

APRIL 13, 2021

But there’s also a great risk in elevating personalization over privacy concerns. How to provide personalization in customer service and support. Prior customer service interactions. A 2020 study showed that customers only wanted to buy from the companies that knew them best. How data-driven personalization works.

Sales 93

Sales Start-ups CRM Social Media 93

ProProfs

MARCH 31, 2016

In the last couple of years, the Tin Can API has emerged as a buzzword in the arena of authoring tools, learning management systems, and content development. Also known by the name of Experience API, or xAPI, Tin Can is a special program interface with the ability to deliver and truly measure learning experiences beyond what was previously possible.

Data Mining 86

Data Mining Technology Technology Engineering 86

SugarCRM

APRIL 22, 2020

Here’s our advice: Build a solid foundation with marketing automation (integrated with CRM): A marketing automation platform (integrated with your CRM system) is the bedrock of any strong digital marketing program. Understanding the Evolving Landscape of Marketing for Manufacturers. Looking at the big picture, marketing is changing.

Manufacturing 29

Manufacturing Social Media Social Listening CRM 29

Neosperience

AUGUST 26, 2020

The great salesmen of the past have now become legendary characters, whose stories feature films and television series. In business, you don’t have to assume, but know how your company and services can be useful to that particular person. The reason? They lack an essential component: empathy. 5 Tips for Effective Lead Generation.

Social Media 52

Social Media Government Sales Technology 52

Zendesk

JULY 27, 2022

A sales proposal is a paper or digital document used to pitch services or products to prospective clients and current customers. A great sales proposal acts as an illustration of why a prospect should work with (or buy from) your company. Everyone loves an elevator pitch. In this piece: What is a sales proposal? Sales proposal example.

Sales 52

Sales CRM Start-ups Finance 52

SugarCRM

NOVEMBER 23, 2021

Getting prospective customers to buy doesn’t happen overnight, regardless of how awesome your product or service is. Whether you are a small business or an enterprise, it’s essential to understand that the end goal isn’t just to sell your product or service but to create customers for life. Talk to Your Customers.

Customer Retention 26

Customer Retention Artificial Intelligence CRM Customer Acquisition 26

SugarCRM

JULY 31, 2019

We are still a company that makes customer experience easy and accessible for everyone, allowing marketing, sales and services professionals to focus on high-impact, value-adding activities that create customers for life. We are deeply grateful for your loyalty and being the best part of Sugar. Rapid Innovation…and More.

CRM 25

CRM Innovation Case Management CX 25

ProProfs

MARCH 28, 2016

In the last couple of years, the Tin Can API has emerged as a buzzword in the arena of authoring tools, learning management systems, and content development. Also known by the name of Experience API, or xAPI, Tin Can is a special program interface with the ability to deliver and truly measure learning experiences beyond what was previously possible.

Data Mining 45

Data Mining Technology Technology Engineering 45

Qualtrics

SEPTEMBER 23, 2019

Guest speaker Faith Adams, Senior Analyst from Forrester, discusses this in more detail in our recent webinar on modernizing the patient experience. Below are her 3 answers to common patient experience problems… Watch the Webinar: Modernizing Patient Experience. Download eBook. But how do we sell it into the C-suite?

Net Promoter Score 20

Net Promoter Score CX VOE VOC 20

Totango

AUGUST 11, 2022

Escalation of project budgets : Customers satisfied with the digital experiences of your product are more likely to increase budgets for the usage of their current purchase and purchases of additional products and services. The latter may include managers, procurement officers, CEOs, investors, and others.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Map Customer Relationship 105

Qualtrics

FEBRUARY 26, 2019

I’ve worked across financial services, consumer packaged goods, and media for quite a while. My team and I find that a great challenge to work on. There are foundational analytics that you can apply, but when you’re getting down to how you influence a decision, I would say B2B customer experience is more complex.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37

ClearAction

JULY 11, 2023

Customer Service is a Value Center (NOT a Cost/Profit Center!) Lynn Hunsaker Customer Service is NOT a cost center. Shift to modern thinking for Customer Service value truths in your current strategic planning. Customer Service rescues value from churning to competitors. 2) Stop Undervaluing Customer Service!

Customer Service 48

Customer Service Data Mining Non-Profits CXM 48

Intercom, Inc.

DECEMBER 12, 2018

A strategy needs to be the foundation of any marketing stack, one that takes into consideration who you are, what your goals are and who you’re trying to reach. Without this foundation, your marketing stack can become a set of siloed tools that will bog your team down in complexity. What is a marketing technology stack?

Technology 223

Technology Technology B2C B2B 223

Beyond Philosophy

MAY 12, 2022

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. Fleischaker has a great example of a firm doing this well on the contact center side. It Starts with Customer Science.

Contact Center 78

Contact Center AI Sentiment Analysis Text Analytics 78

Intercom, Inc.

NOVEMBER 28, 2018

After all, it’s easier to sign up for a new tool than it is to hire a great sales rep or make a prospecting call, but don’t believe that just adding technology equates to progress. But figuring out which sales tools you should buy and invest in – let alone what each tool even does – can be a daunting task.

Sales 192

Sales CRM Customer Relationship Management Start-ups 192

UJET

MARCH 22, 2021

When it comes to your customer experience, it’s not just about how well trained or equipped your agents are or the products and services you provide. The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Own a smartphone.

CX 82

CX Contact Center Start-ups AI 82

ClearAction

JANUARY 14, 2015

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. State of Business-to-Business Customer Experience Management. High-Touch in B2B Customer Experience. Seeing the Full Picture.

Customer Experience Management 97

Customer Experience Management CXM Customer Experience B2B 97

Qualtrics

SEPTEMBER 25, 2019

“Great brands are built by individuals with purpose, vision, and single-mindedness.”. This was Chobani’s opening maxim at Qualtrics’ Sydney X4 , providing powerful insight into the company’s approach to creating a great brand experience. For Chobani it’s simple – make great products your customers love. Watch the Webinar.

Close the Loop 20

Close the Loop Business Consulting Innovation 20

Intercom, Inc.

OCTOBER 22, 2019

That long-term focus on ensuring people find success with your product should lead to higher customer retention, which is the foundation on which thriving businesses are built. Sign up for our special onboarding webinar here. As our Co-founder and Chief Strategy Officer Des puts it, “ customer retention is the new conversion. ”.

Start-ups 200

Start-ups Customer Retention Touchpoint Education 200