CloudCherry

AUGUST 17, 2018

The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. What is CRM? Moreover, CRM as technology can help businesses engage with customers from every aspect of the customer lifecycle.

CEM 281

CEM CRM Customer Relationship Management Customer Experience Management 281

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What data will I get from integrating both my CEM and CRM?

CEM 249

CEM CRM NPS Analysis 249

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What data will I get from integrating both my CEM and CRM?

CEM 244

CEM CRM NPS Analysis 244

InMoment XI

NOVEMBER 14, 2024

Sentiment Analysis Competitor Analysis Multi-Platform Coverage Keyword and Hashtag Tracking Analytics and Reporting Content Creation and Scheduling CRM Integration A social listening tool lets you tap into online conversations around your business. Sentiment analysis also helps with effective customer service.

Tools 195

Tools Social Media Customer Experience Analysis 195

ECXO

NOVEMBER 19, 2024

Unified Customer Profiles : Use CRM systems to maintain a unified view of each customer, ensuring that every interaction feels seamless and informed. Application in CX : • Post-Mortem Analysis : After every project or campaign, conduct a thorough analysis of what went right, what went wrong, and what can be improved.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

InMoment XI

NOVEMBER 13, 2024

InMoment’s data analysis capabilities give you the power to automatically sort through your customer feedback data and detect sentiments such as intent to churn. This can include CRM data, social media, call center logs, service requests, and chat messages. However, it can be tricky to navigate.

Customer Retention 195

Customer Retention How To Analysis ROI 195

BlueOcean

APRIL 1, 2025

Integration is Non-Negotiable If you don’t have a plan for integrating the technology into your CRM, ticketing system, or whatever system you need to make changes that actually resolve customer issues, you’re going to be extremely limited in what you can do with a digital solution.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

ECXO

MARCH 6, 2025

By using data (such as customer feedback scores, churn analysis, and revenue by touchpoint) and customer journey mapping insights, leaders can pinpoint which areas will deliver the greatest impact if improved. Integrating systems across touchpoints (CRM, marketing automation, e-commerce portals, billing, etc.)

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

MAY 30, 2024

Most businesses achieve this by utilizing text analysis software. Text analysis software, also known as text analytics software, has become indispensable for businesses aiming to extract actionable insights from textual data to improve the customer experience. What is Text Analysis Software? Read the report today!

Analysis 195

Analysis Software Self Service Social Media 195

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. For example, sentiment analysis is an NLP algorithm that categorizes feedback as positive, neutral, or negative. This analysis enables it to create schedules for agents who can approve or request modifications.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

MARCH 25, 2025

Often integrated within these platforms are speech analytics tools , which transcribe and analyze voice interactions , and sentiment analysis tools, which determine the emotional tone of customer feedback. customer journey analysis, purchase history, and product usage data. Predictive analytics to anticipate customer churn and needs.

Software 130

Software Customer Journeys Tools Contact Center 130

InMoment XI

SEPTEMBER 12, 2023

Competitive analysis offers you this lens. This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. Preparing for a Comprehensive Competitive Analysis Before diving in, define clear objectives for your analysis.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

eglobalis

JANUARY 7, 2025

Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback. Key impacts include: Accelerating Insights Through Data Analysis AI processes vast amounts of user data to uncover patterns and preferences, providing deeper insights into customer needs and behaviors.

B2B 285

B2B Company Customer Journeys Innovation 285

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Over 80% of CRM leaders say that AI and automation make customer communication more personalized. This also makes it easier to automate processes across platforms.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

Thematic

NOVEMBER 18, 2024

AI sentiment analysis helps you decode the human emotion in text. According to a recent Deloitte report, 40-50% of respondents listed sentiment analysis as a priority for the near future. In this article we’ll walk you through everything you need to know about using AI-powered sentiment analysis in your business.

Analysis 62

Analysis How To Multi-Channel Social Media 62

InMoment XI

NOVEMBER 22, 2024

Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients. This advanced analysis helps you identify churn indicators and proactively recover at-risk customers. Additionally, it can perform competitor analysis by tracking what your competition is doing right or wrong.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

eglobalis

JANUARY 20, 2025

Companies can further enhance relationship management by leveraging customer relationship management (CRM) tools like HubSpot or Salesforce, which centralize customer data and provide actionable insights. IBMs account managers, for instance, act as single points of contact, streamlining communication and fostering deeper client relationships.

B2B 418

B2B Loyalty Loyalty Programs Innovation 418

Thematic

JANUARY 7, 2025

That makes sentiment analysis key to improving experiences, refining strategies, and driving growth. Hence, the a need for automated sentiment analysis. So, in this blog, let's talk about automation with sentiment analysis tools. Why Automate Sentiment Analysis? Enter automated sentiment analysis model.

Analysis 62

Analysis Social Media How To Effort Score 62

eglobalis

JUNE 27, 2024

Firms like Segment, Oracle, SAS, Tealium, and Treasure Data use CDPs to enable real-time analysis and personalized customer interactions. Implementing centralized Customer Data Platforms (CDPs) facilitates consistent data collection and analysis, providing a unified view of customer interactions across all regions.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

ECXO

JULY 29, 2024

Firms like BlueConic, Adobe, RedPoint Global, and Exponea use CDPs to enable real-time analysis and personalized customer interactions. Implementing centralized Customer Data Platforms (CDPs) facilitates consistent data collection and analysis, providing a unified view of customer interactions across all regions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. Customer Relationship Management (CRM) Customer relationship management systems utilize the data of existing customers and focus internally.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

Calabrio

MARCH 5, 2025

The term may also refer to CX analytics tools or types of CX analytics platforms , which are designed to collect and visualize CX data, as well as accelerate analysis. Data Collection: Gathering Comprehensive CX Data The foundation of effective customer experience analysis lies in gathering data from a multitude of customer touchpoints.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

Optimove

JANUARY 20, 2025

Key takeaways: OptiLive is a new solution designed to empower sportsbook operators to execute CRM-powered live sports marketing at scale. An analysis of 3,794,500 sportsbook bettors revealed that 54% of total bets are placed live. Additionally, live bettors tend to spend more than those who bet pre-match. In the U.S.,

Sports 75

Sports CRM Marketing Gamification 75

Lumoa

AUGUST 8, 2023

This article offers a comprehensive guide on how to analyze survey results efficiently, covering everything from the basics to advanced techniques, and provides actionable solutions to common challenges in customer feedback analysis faced by businesses today.

Analysis 195

Analysis Survey Feedback How To 195

PeopleMetrics

FEBRUARY 13, 2025

Modern AI-driven VoC platforms can integrate directly with CRM or point-of-sale systems via APIs, making it easier to get the right feedback to the right people at the right time. All you may need is a simple data extract (flat file in CSV format) or a direct integration with your VoC platform. The less manual work, the better.

Analysis 109

Analysis Healthcare Feedback Analytics 109

Retently

JANUARY 13, 2025

Integration with CRM and Helpdesk Tools Your CES tool needs to cooperate, not isolate. It should seamlessly integrate with your existing systems, like your CRM or helpdesk software. Look for tools that provide intuitive dashboards to simplify data analysis, allowing you to track trends and filter responses by customer segments.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

InMoment XI

OCTOBER 23, 2024

AI-powered feedback analysis can also help your bank capture meaningful insights from customer data to improve CX strategy. First National Bank: With the help of journey mapping and AI-powered feedback analysis, First National Bank unlocked opportunities for CX improvement across all touchpoints.

Banking 195

Banking Customer Experience Effort Score Financial 195

GetFeedback

JANUARY 28, 2019

Combine NPS survey results with your CRM. Usually, this is stored in a customer relationship management (CRM) tool, like Salesforce. When you combine your NPS survey data with your CRM data, you can find patterns within segments of promoters and detractors that can help inform future decisions. Use cohort-based NPS analysis .

NPS 246

NPS Survey Net Promoter Score CRM 246

Calabrio

MARCH 5, 2025

Here are five ways to upgrade your call quality monitoring strategy: Analyze customer sentiment to find the root of quality issues Customer sentiment analysis extracts valuable information from interactions by analyzing customer behavior and emotions. subject, issue type) and determine customers most common issues.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

InMoment XI

SEPTEMBER 28, 2021

Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Then, ask your analyst about common statistical methods including correlation, multiple regression, factor analysis, and logit models. All of these are good attempts.

Loyalty 389

Loyalty Tips Feedback Advertising 389

TechSee

MARCH 11, 2025

Reduce Fiction with Visual AI for Troubleshooting – AI-driven image and video analysis helps agents diagnose issues remotely. Seamless CRM, knowledge base, and ticketing integrations are three common examples. This is particularly important when customers face setup or troubleshooting challenges.

Customer Service 109

Customer Service Self Service Knowledge Base CRM 109

PeopleMetrics

JANUARY 24, 2025

Root Cause Analysis Across Touchpoints As I have mentioned in recent blog posts , AI-powered text analytics dives into unstructured feedback to reveal whats driving customer sentiment. Holistic Analysis Across CX and CS AI breaks down silos between CX and CS, showing how one impacts the other.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

InMoment XI

DECEMBER 17, 2024

What Youll Discover in Our Guide: Holistic Interaction Analysis Immediate, Actionable Insights Deep Dive Analytical Tools Thank you Your download will begin shortly. These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms. Download Now Exit this form 3.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SuiteCX

FEBRUARY 18, 2020

Usage objective – Path analysis and optimization understanding customer behavior (primarily digital) to see where breaks and pain points are occurring. CX and customer engagement are now standard to the thinking of “CRM” companies. They still require qualitative and ethnographic research to understand WHY these behaviors are happening.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Storyminers

SEPTEMBER 11, 2020

Mike quickly realized that the right social CRM can make a world of difference in ensuring his team was engaging effectively in conversations informed by valuable social media intelligence and prior communications, focusing less on internal processes and more on results, and working on-the-go without compromising organization.

Case Study 147

Case Study CRM Study Customer Experience 147

eglobalis

JULY 2, 2024

Comprehensive feedback from multiple sources, integrating Voice of the Customer (VOC), metrics, measurements, data analytics, real-time sentiment analysis, and evolving AI developments, is essential for gaining a complete customer understanding. In today’s volatile environment, customer sentiment can change rapidly.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Retently

DECEMBER 10, 2024

Integration Capabilities : Seamless integration with your existing CRM, marketing automation, and other business tools is crucial. Additionally, Retentlys automation playbooks allow you to set up scenarios like sending follow-up messages to Detractors or exporting CX data directly to your CRM.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78