eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., If you enjoyed this read, connect with me on LinkedIn !

Leadership 238

Leadership B2B B2C Net Promoter Score 238

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: Were in April, and there are still articles about top trends for 2025. Here are my top five picks from last week.

Customer Service 75

Customer Service Self Service Trends B2C 75

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article dives into the history of the original saying (“The customer is always right.”) According to this article, it is not.

Customer Service 75

Customer Service Loyalty Customer Satisfaction Customer Service Training 75

eglobalis

JANUARY 7, 2025

This article provides a step-by-step guide to practically applying Design Thinking, detailed explanations of each step, insights into how B2B companies use it daily, and examples of real business cases. Example: Salesforces integration of AI-driven analytics into their CRM platform stemmed from iterative testing and client feedback.

B2B 294

B2B Company Customer Journeys Innovation 294

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The one-sentence summary of this article is that a major determinant of a customer’s “happiness level” with a company or brand is staff friendliness.

Customer Service 71

Customer Service Survey Tips Retail 71

CSM Magazine

APRIL 16, 2025

One of the leading innovations reshaping the sector is the integration of Enterprise Resource Planning (ERP) systems with Customer Relationship Management (CRM) solutions. This article will delve into how ERP and CRM integration supports customer interaction in the construction industry.

CRM 52

CRM Interaction Industry System 52

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. This Forrester article goes deep into the details of exactly how to tie customer experience to hard dollars. That’s why we love this article from Salesforce. Read more here. Read more here.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177

ECXO

MARCH 6, 2025

Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more. For example, implementing a customer data platform or upgrading the CRM can help consolidate information about customer interactions, transactions, and preferences into one unified profile.

B2B 339

B2B Customer Journeys How To Effort Score 339

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. If you enjoyed the article, feel free to share it and connect with me here or follow me on LinkedIn.

B2B 391

B2B Customer Journeys Customer Experience Chatbots 391

ijgolding

APRIL 9, 2020

In my previous article , I discussed how we have reached the limits of what a static journey map can yield in terms of business value. To start with, the answer partly lies in Customer Relationship Management (CRM). The better the CRM is applied, the greater its effect on revenue is likely to be. Next generation CRM.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

AWS Machine Learning

APRIL 3, 2025

Data synthesis: The assistant can pull relevant information from multiple sources including from our customer relationship management (CRM) system, financial reports, news articles, and previous APs to provide a holistic view of our customers. Lets explore how we built this AI assistant and some of our future plans.

Sales 97

Sales Knowledge Base CRM System 97

ECXO

NOVEMBER 19, 2024

Personalize product recommendations, articles, or offers based on the customer’s past interactions. Unified Customer Profiles : Use CRM systems to maintain a unified view of each customer, ensuring that every interaction feels seamless and informed. Dynamic Content : Implement dynamic content on your website and email campaigns.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

ShepHyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The article explains the role is “transitionary,” however I believe that there is no destination. CRM Buyer) Despite U.S. by Mary Drumond.

Customer Service 154

Customer Service Chief Customer Officer Contact Center Customer Service Training 154

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, it should be able to access data from your help desk system, CRM software, and feedback collection tools. This approach provides a comprehensive view of the customer experience in one place.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

JULY 10, 2024

This article examines the critiques of NPS, its performance in different business contexts, and emerging global trends in customer feedback strategies. CRM Integration : Correlating feedback with customer profiles for deeper insights. Segmentation and Personalization : Tailoring feedback mechanisms to different customer segments.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

DECEMBER 22, 2022

This article is designed to give you InMoment’s take on what voice of customer examples look like. If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in.

Voice of Customer 418

Voice of Customer Examples Strategy Net Promoter Score 418

eglobalis

JULY 2, 2024

This article delves into these critiques, exploring how NPS fares across diverse business landscapes—both in B2B and B2C environments. CRM Integration : Correlate feedback data with customer profiles and transaction history for deeper insights into behavior and preferences. Article authored by Ricardo Saltz Gulko.

NPS 461

NPS Feedback Net Promoter Score B2C 461

ECXO

OCTOBER 30, 2024

Leaving aside the part of machines controlling humanity (at least for now…), the illusion of reality is a common topic in psychology, philosophy, and even science (Quantum Physics), which I have briefly explored in past articles (and will for sure discuss again in future ones).

Customer Experience 156

Customer Experience Self Service Social Media Consumers 156

ECXO

JULY 29, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights. Article authored by Ricardo Saltz Gulko.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

NOVEMBER 13, 2024

This can include CRM data, social media, call center logs, service requests, and chat messages. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. How to Choose Churn Prediction Software?

Customer Retention 195

Customer Retention How To Analysis ROI 195

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. AI and CRM are a match made in heaven. But yes, improvements are still required when implementing AI or CRM software. The bottom line: Stronger together.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

GetFeedback

APRIL 17, 2019

In this article, we’ll discuss the key four reasons why some customers prefer to suffer silently and then leave you for your competitors. Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal. But does this work well? And they don’t always.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

eglobalis

JUNE 27, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights. Article authored by Ricardo Saltz Gulko.

Strategy 460

Strategy Customer Experience Net Promoter Score Customer Centricity 460

InMoment XI

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. With its ability to integrate with CRM systems and organize feedback in a central place, it simplifies the process of gathering and analyzing customer data.

Call Center 195

Call Center Metrics Self Service Effort Score 195

Kustomer

MAY 11, 2022

Your company’s customer relationship management (CRM) platform is a goldmine of information about your customers’ needs, interests, and buyer journey, but if your support agents can’t quickly access that information when they interact with your customers, what is that information worth? What Is a CRM?

CRM 106

CRM Customer Satisfaction Data Knowledge Base 106

InMoment XI

DECEMBER 17, 2024

These include, but are not limited to, CRM systems, analytics platforms, collaboration tools, and customer feedback platforms. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

GetFeedback

NOVEMBER 5, 2018

The article notes that although individual teams perform well overall, there is often a lot of redundancy across departments. With a CRM like Salesforce, you can effortlessly track every customer-business interaction and cut down on needless—and potentially harmful—interactions. But having a CRM system in place isn’t enough.

Customer Journeys 220

Customer Journeys How To CRM Touchpoint 220

Totango

JULY 19, 2022

You don’t need your CRM. How Your Customer Success Platform Can Replace Your CRM. By definition, a CRM system is a tool for managing the data associated with customer relationships, so it may seem like a good idea to turn to your CRM to help you manage all of this data you’ve collected. Replace Your CRM with Totango.

CRM 96

CRM Customer relationships Customer Success Exercises 96

Magellan Solutions

FEBRUARY 15, 2023

The adoption of customer relationship management (CRM) systems in the business world has been a game changer for employees. A CRM virtual assistant (VA) is an extension of the customer service team, which handles routine tasks for clients. The duties of a CRM virtual assistant is not limited to handling customer support.

CRM 95

CRM Customer relationships Social Media Sales 95

ECXO

FEBRUARY 3, 2025

In this article, well explore the differences between reactive and proactive sales, show how bad sales experiences drive customers away, and give concrete steps to build a process that creates loyal, happy customers. Actions You Can Take: Implement a robust CRM tool like Salesforce, HubSpot, or Zoho to centralize customer data.

Sales 266

Sales Customer Experience e-support Examples 266

C3Centricity

MAY 11, 2020

CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet. For more details on this announcement I suggest you read the Forbes article. CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet. CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet. Reach Outside The Organization.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

CSM Magazine

JULY 28, 2022

And it’s why UMC’s leadership decided it was time to move away from the clumsy, outdated, and ill-fitting generic customer relationship management (CRM) product the firm had been using. “It The CRM Solution. Following the selection of Unanet CRM, it took a mere four months to get the system integrated and fully operational.

CRM 105

CRM ROI e-support System 105

Steve DiGioia

MARCH 19, 2018

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia. According to Forrester research, only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded.

Loyalty Programs 203

Loyalty Programs CRM Customer Relationship Management Loyalty 203

eglobalis

OCTOBER 9, 2024

A large enterprise client requested deeper integration with their proprietary CRM system. If you found this article helpful, feel free to share it and connect with me on LinkedIn My previous articles include: Why Silos in 2020’s CX Aren’t Your Real Problem—And What You Should Focus on Instead – [link] Can you really make a choice?

Feedback 516

Feedback ROI Innovation B2B 516

C3Centricity

OCTOBER 1, 2019

CRM #CEX #CustomerSatisfaction Click To Tweet. This might be by surprising their customers by sending the ordered goods by priority mail when only standard was paid for, or refunding the total cost of an article that failed to totally meet if not exceed expectations. CEX #CRM #CustomerSatisfaction #CustomerCentricity Click To Tweet.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

InMoment XI

DECEMBER 3, 2019

It was called Customer Relationship Management (CRM) and it was freakin rad. View Article. Hair was big, rock was loud, and something funky and new was being born. Rather than waiting for customers to come you, you could get them to come to you. Moreover, with these.

Customer Relationship Management 195

Customer Relationship Management CRM Customer relationships Management 195

GetFeedback

JANUARY 28, 2019

While the exact steps to analyze your NPS survey results will differ depending on the tools you use, I hope this article will get your brain churning in the right direction so that you can start digging deeper into your NPS data. Combine NPS survey results with your CRM. Combining your NPS data with your CRM is just the beginning.

NPS 246

NPS Survey Net Promoter Score CRM 246