CSM Magazine

APRIL 10, 2025

Make Self-Service Available Across Key Touchpoints Its important to meet customers where they are by embedding self-service options across all the platforms they use. Once your self-service offerings are present on all key touchpoints, ensure they are consistent in design, functionality, and data management. The result?

Self Service 52

Self Service Multi-Channel How To Call Center 52

Think Customers

APRIL 10, 2025

reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ). Identify which customer touchpoints are most critical to revenue generation, retention, and operational efficiency. Customer Effort Score (CES) Measures how easy it is for customers to interact with your company.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

Optimove

APRIL 10, 2025

Marketing teams , data analysts , retention managers , CX strategists Real-time behavioral data, transactional data, engagement history, predictive scores (LTV, churn risk), campaign interaction data CRM To manage direct, ongoing customer interactions. Powers personalized marketing and segmentation across channels.

CRM 52

CRM eBook Customer Journeys Customer Relationship Management 52

InteractionMetrics

APRIL 10, 2025

They’re often used right after a support call to gather feedback on how much effort it took to resolve an issue. If engagement scores spike, Netflix rolls out the change more broadly. Net Promoter Score (NPS) Surveys NPS surveys measure loyalty with one question: Would you recommend us?

Survey 40

Survey Customer Satisfaction Net Promoter Score Effort Score 40