CXApp

NOVEMBER 28, 2017

Social media marketing is here to stay because it happens to be one of the best and most lucrative ways to attract customers loyal or new. Plus, 84% of B2B marketers use social networks to do their bidding. It’s easy to get wrapped up in the surface cracks of delivering a social campaign and modern customer experience.

Customer Engagement 40

Customer Engagement Engagement Strategy Touchpoint 40

Retently

MAY 9, 2024

Boosting your B2B customer retention rates is incredibly important for nurturing a sustainable business. It’s a thrill to land a new customer, no doubt. Many companies get caught in this cycle because they prioritize new customer acquisition so heavily that they overlook how many customers they’re losing along the way.

Customer Retention 141

Customer Retention B2B Customer Journeys Loyalty Programs 141

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

Retently

SEPTEMBER 3, 2024

By personalizing questions and automating survey delivery, we gather detailed insights that keep us in sync with our customers’ needs. Some of these surveys are core to our approach, actively triggered at specific touchpoints or on a recurring schedule to monitor the customer experience.

B2B 158

B2B NPS Effort Score Survey 158

Lumoa

FEBRUARY 9, 2023

B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. This strategy should include a thorough understanding of customer behaviors and preferences, aligning internal processes and culture with these insights.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

eglobalis

SEPTEMBER 5, 2024

The Power of Combining CS and CX Metrics: A Personal Perspective From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense. Time to Value (TTV) The time it takes for customers to realize value from a product.

Metrics 346

Metrics Customer Success Customer Experience Effort Score 346

Thunderhead

OCTOBER 11, 2018

Symbolically, the Marketo acquisition can be seen as closing the book on the old era of MarTech, filling a large B2B marketing gap in the Adobe suite but simultaneously paying a farewell homage to the era of email marketing. There is now a focus on what we’re calling ‘engagement-led’ marketing. Reimagining Customer Experience.

Ecommerce 40

Ecommerce Touchpoint B2B Customer Centricity 40

ENGAGE.cx

JULY 23, 2015

Today’s customer is “always on”, they are both empowered and fluid with their touchpoints creating a tremendous new pressure for your business. These growing challenges in customer engagement continue to illuminate the need for a better way to manage customer relationships.

B2C 40

B2C CRM Technology How To 40

SmartKarrot

AUGUST 17, 2022

If hiring trends at SaaS companies are anything to go by, vacancies for Customer Success Manager (CSM) and Customer Engagement Manager (CEM) are in demand. This write-up clears all doubts around the Customer Success Manager (CSM) and Customer Engagement Manager (CEM). Defining Customer Success Manager.

CEM 10

CEM Customer Engagement Customer Success Management 10

SurveySparrow

FEBRUARY 22, 2024

Customer Relationship Management (CRM) CRM is yet another crucial customer retention management software to consider. It not only manages customer information but also supports and enhances the customer journey at each touchpoint. Introducing gamification here can make the learning process more engaging.

Customer Retention 52

Customer Retention Software Gamification e-support 52

Beyond Philosophy

FEBRUARY 5, 2015

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation.

CEM 60

CEM Omni-Channel Training Customer Experience 60

Retently

MARCH 14, 2023

NPS surveys focus on existing customers who have already purchased and used the product to measure their loyalty and satisfaction with the brand, including customer service, UI/UX, operations, etc. Timing Product reviews are gathered after a customer purchases and engages with the product.

NPS 146

NPS Comparison Survey Net Promoter Score 146

SurveySensum

JULY 21, 2023

Allocating resources to attract new customers is indeed expensive compared to nurturing and retaining your current customer base. That’s why here in this blog we will talk about the top 11 B2B customer retention strategies. These are critical touchpoints where you can launch surveys. Let’s get started!

Customer Retention 52

Customer Retention B2B Strategy Net Promoter Score 52

Totango

JUNE 9, 2020

The biggest variable the current environment creates is a sense of helplessness — that the causes of churn are beyond the control of your customer or your business. With a strong customer relationship, you and your customers should be able to work together to plot a path to success during this time and beyond.

Strategy 62

Strategy Financial Effort Score Software 62

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. He is also CEO and founder of Beyond Morale, a customer experience consultancy firm.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

delighted

SEPTEMBER 21, 2021

Whether your business is a startup or in growth or scale mode, attracting, engaging, and delighting your ideal audience is key to not only surviving, but thriving. 80% of future profits come from 20% of current customers. The inbound methodology and customer engagement. Relationships are not developed overnight.

Customer Engagement 83

Customer Engagement Engagement Net Promoter Score NPS 83

ProProfs Chat

AUGUST 14, 2020

These will help your business plan better strategies on keeping your customers engaged with the brand online. That means you can work on converting most customer journeys into successful conversions with the use of live chat software. Check previous customer conversations to improve the upcoming interactions.

Customer Journeys 116

Customer Journeys Knowledge Base Self Service Customers 116

ChurnZero

AUGUST 21, 2020

Abby Hammer , Chief Customer Officer, ChurnZero. “I I predict that in the next year Customer Success and Product will escalate their battle over customer engagement within their application. Customer Success believes their ownership is the key to impacting adoption by reaching customers in the ideal medium.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

SmartKarrot

JULY 4, 2022

Churn reduces revenue and increases CAC: CAC or customer acquisition cost is the total spend needed to acquire a customer. Arresting churn leads to maintaining customer relationships and upgrading them. It is simple – if a business has more customers for longer periods, it will make more money. Is there good churn?

Analysis 10

Analysis How To Touchpoint B2B 10

SmartKarrot

JULY 17, 2023

Businesses require being proactive in ensuring that their customer achieves their desired result and fully realize the value of products and services for which they have made a payment. This is crucial for attaining long-term customer loyalty. This enables the business to know and understand its customers at a deeper level.

CRM 10

CRM Customer Success Customer Relationship Management Social Media 10

SmartKarrot

APRIL 18, 2023

How will having a customer success team improve your company’s short or long-term goals? It should also describe the customer journey and the touchpoints where the customer success team will engage with the customers. How can a success team tell if they have implemented these touchpoints effectively?

Customer Success 10

Customer Success Net Promoter Score Touchpoint Effort Score 10

delighted

MARCH 24, 2020

At many companies, customer support is often the only team that consistently interacts with your audience. They understand intrinsically what customers hope to accomplish, help them solve problems, and preserve customer relationships as needs evolve.

Customer Retention 42

Customer Retention Customer Experience How To NPS 42

SmartKarrot

APRIL 25, 2022

For a B2B SaaS company, a customer may churn anytime, but the premonition and signs would have been there from some time before. This prediction and positioning can happen correctly with the customer health score metric in place. A customer health score predicts whether the customer will stay with the company or churn.

Customer Success 10

Customer Success Management Touchpoint Metrics 10

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Would this change the way you engage with them? (We Incorporate an omnichannel customer engagement platform .

Social Media 162

Social Media Omni-Channel CRM B2B 162

SmartKarrot

SEPTEMBER 6, 2021

Customer Intelligence. However, when it comes to analysing the information for better customer experience and customer relationships, they fall short. A customer success tool will help you make the right decisions with nudges that push for customer success. Personalized Engagement.

Tools 10

Tools Customer Success Software Touchpoint 10

SurveySparrow

JANUARY 28, 2020

Your lifelong passion for customer experience (CX) has led you to create Heart of the Customer – a firm that assists companies in increasing customer engagement. Your experience and hard work in this space have led you to become one of the most respected voices on the topic of customer experience.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Comm100

FEBRUARY 25, 2020

Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? Would this change the way you engage with them? (We Incorporate an omnichannel customer engagement platform.

Social Media 130

Social Media Omni-Channel CRM B2B 130

Pointillist

FEBRUARY 19, 2018

Salespeople, call center agents and employees in other customer-facing roles cannot be expected to understand a customer’s entire history and derive their own insights from it in real time. Automated systems cannot be hand-programmed with rules to handle every conceivable customer history. Data Unification.

Customer Experience 111

Customer Experience Touchpoint Analytics Customer Journeys 111

Currency Alliance

JUNE 16, 2020

As more holistic marketing initiatives, loyalty mechanics were harnessed to drive and measure engagement across channels, and across many more customer touchpoints. The incredible degrees of customer engagement that have been achieved, should inspire and guide the efforts of loyalty marketers in the coming year.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. Your payment card may register at dozens of online and offline touchpoints every day. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

DECEMBER 4, 2023

Many of the trends from last year … the rise of chief digital officer and other professional technology buyers loyalty personalization digital CX innovation the rise of loyalty fraud B2B and SME loyalty programs less excitement about crypto … are all still highly relevant; it’s simply that the emphasis has shifted.

Loyalty 59

Loyalty Trends Data Marketing 59

Kayako

JUNE 16, 2022

It is a fact of human nature (and customer relationship management) that people are more likely to complain than they are to give praise. When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

BirdEye

APRIL 24, 2023

In this blog post, we’ll share everything you need to know about digital marketing, so buckle up and get ready for an exciting journey through the cutting-edge world of customer engagement. Target audience: B2B targets other businesses, focusing on decision-makers and influencers. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

SmartKarrot

JULY 6, 2022

Additionally, you must be able to examine customers’ interactions with the business at each touchpoint, provide teams with the resources they need to provide great CX and possess the knowledge necessary to create a roadmap for enhancing interactions across the customer journey.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

PeopleMetrics

MAY 12, 2022

Let's start by reviewing the basics of customer journey mapping and why it's such a valuable practice for your business. What's a customer journey map? A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship.

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

ChurnZero

MAY 18, 2021

It makes it easy for businesses to guide their customers towards the final leg of the purchase and beyond. It lays down the probable path that they will take, the multiple touchpoints they will interact with or become exposed to before making a purchase as well as all important post-sale customer engagements.

Customer Journeys 84

Customer Journeys Loyalty Programs B2C Touchpoint 84