NICE inContact

APRIL 24, 2019

A custom-built integration between NICE inContact and the company’s Dynamics 365 CRM system has enabled Basic Research to track every sale and contact, across every customer touchpoint. Agents across the system instantly get screen pops of CRM information so that every customer receives speedy, personalized service.

B2C 139

B2C CRM Contact Center Omni-Channel 139

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. Part of Optimoves Expanding CRM Marketing Capabilities OptiLive is part of Optimoves broader suite of CRM marketing tools for iGaming and sports betting operators.

Sports 75

Sports CRM Marketing Gamification 75

Comm100

FEBRUARY 5, 2018

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. This makes it difficult for customers to shop for the software that would be most appropriate for their business. What Customer Engagement Software Tools Are There?

Social Media 171

Social Media CRM Self Service Software 171

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. It aggregates data from various sources, like social media, blogs, and forums.

Tools 195

Tools Social Media Customer Experience Analysis 195

NICE inContact

OCTOBER 15, 2019

One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Your contact center softwareacts as your single source for customer interaction data across all your channels. Integrating also enables you to triage interactions or provide tiered levels of service.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. 3 customer churn symptoms and cures.

CRM 117

CRM System Self Service Customer Service 117

ECXO

JUNE 23, 2024

This involves not only training your team on customer success principles but also ensuring that every department within your company understands and prioritizes the customer’s success and satisfaction. Furthermore, implementing the right technology and tools is paramount for the success of your customer success team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Totango

JULY 19, 2022

You don’t need your CRM. How Your Customer Success Platform Can Replace Your CRM. Recurring-revenue businesses succeed by nurturing customer relationships over the entire lifecycle. Attempting to retrofit your CRM to accomplish this strategic initiative is likely an exercise in futility. Yeah, we said it.

CRM 96

CRM Customer relationships Customer Success Exercises 96

AWS Machine Learning

APRIL 3, 2025

This enables our sales teams to quickly create initial drafts for sections such as customer overviews, industry analysis, and business priorities, which previously required hours of research across the internet and relied on disparate internal AWS tools. Lets explore how we built this AI assistant and some of our future plans.

Sales 87

Sales Knowledge Base CRM System 87

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy. First, we’ll take a look at what a CRM is and what benefits its functionality delivers.

CRM 96

CRM Customer Success Customer Relationship Management Customer relationships 96

GetFeedback

JANUARY 28, 2019

Combine NPS survey results with your CRM. The best way to get context on your customers is by using the data you already have from your ongoing relationship. Usually, this is stored in a customer relationship management (CRM) tool, like Salesforce. Combining your NPS data with your CRM is just the beginning.

NPS 246

NPS Survey Net Promoter Score CRM 246

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

GetFeedback

DECEMBER 26, 2018

If you’re going to house your customer data somewhere, why isn’t there an easy way to sync customer feedback to that system? CRM integration is especially critical for Net Promoter Score (NPS). The NPS survey measures long-term customer satisfaction and customer loyalty—two fundamentals for modern organizations.

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

ShepHyken

MAY 17, 2019

57% of customers are willing to share their personal data to get personalized offers. Customer Relationship Management (CRM) helps businesses to strengthen relationships with customers. They get to keep track of customers’ activities and use the information to provide services that are tailor-made for them.

CRM 117

CRM Comparison Report Loyalty 117

Optimove

FEBRUARY 19, 2025

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Customer expectations are evolving, and staying ahead means learning from the best. The CRM Marketer Evolution’s Curve Guide Download this guide to learn about the 5 stages of a marketer’s evolution. See you in London!

Case Study 52

Case Study CRM Study Connections 52

Experience Investigators by 360Connext

JUNE 5, 2017

That’s why I’m so excited about my upcoming webinar with SAP , who understands how setting up the relationship from the beginning is one of the keys to success. They’ve asked me to share the 5 ways of sabotage, and how managing your customer relationships in the right ways makes a huge difference.

Sales 231

Sales Customer Experience CRM Consulting 231

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. It is useful to consider customer complaints in framing your service policies. In the race to winning the customers or the aimed targets, things are often overpromised. Shep Hyken.

Poor Customer Service 116

Poor Customer Service Advertising B2B Policies 116

Comm100

OCTOBER 17, 2023

HubSpot Service Hub Part of the HubSpot ecosystem, Service Hub offers tools to manage customer relationships and enhance the customer experience. Key Features : Ticketing, live chat, feedback surveys, knowledge base, reporting, and it integrates seamlessly with the HubSpot CRM.

Software 243

Software Chatbots Customer Service Knowledge Base 243

GetFeedback

NOVEMBER 20, 2018

Why customer satisfaction is still important. Customer satisfaction is not an end-all-be-all approach to customer experience measurement , but it is a crucial piece of brand maintenance and customer relationship management. Individual interactions carry a lot of weight with your customers. See for yourself!

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Optimove

AUGUST 16, 2021

Customer Lifetime Value is perhaps the most shining north star in the sky of CRM Marketing. When talking CLTV in that context – you need to think of both the past and future value your customers bring. The post Smart CRM Basics: How to Calculate Customer Lifetime Value (CLTV) appeared first on Optimove.

CRM 98

CRM How To B2C Ecommerce 98

ShepHyken

MARCH 29, 2019

Read Shep’s latest Forbes article: The Thinking Behind Customer Relationship Management (CRM). The post Guest Blog: How to Boost Retail Customer Experience Through AI-powered Price Optimization appeared first on Shep Hyken.

Retail 111

Retail Customer Experience How To Ecommerce 111

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Relationship-building and addressing the needs of multiple stakeholders are crucial in B2B interactions.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

GetFeedback

AUGUST 5, 2019

Since then we’ve continuously worked on making it easier and simpler for organizations to build better customer relationships. Our goal is to provide companies with a seamless way to marry feedback data and customer data, enabling them to take intelligent action at the right time and provide an exceptional customer experience.

Innovation 170

Innovation CRM Feedback Analytics 170

NICE inContact

AUGUST 11, 2016

Mitchell has utilized inContact’s cloud solutions for over six years helping them achieve their goal to create seamless customer experiences. By having an integration between inContact and Salesforce , their Customer Relationship Management (CRM) solution, Mitchell’s service teams know the customer immediately.

Customer Satisfaction 128

Customer Satisfaction Contact Center Software CRM Contact Center 128

Kustomer

JULY 18, 2022

The benefits of upgraded customer relationship management (CRM) software are immeasurable. The time, money and effort saved for both agents and customers is notable. Investing in upgraded CRM tools is a worthy cause that can streamline your support team’s efficiency and provide rich insights for the rest of your business.

Chatbots 88

Chatbots CRM Connections Multi-Channel 88

Optimove

AUGUST 19, 2021

The most in-with-the-times B2C brands out there are customer-centric. The smartest among them make a strategic effort and investment in increasing their Customer Lifetime Value by making CRM Marketing a priority. Oh, I don’t know, maybe a much higher revenue contribution from the CRM? (45% What’s in it for You?

CRM 98

CRM Effort Score B2C Customer Centricity 98

AWS Machine Learning

DECEMBER 11, 2024

Since that time, thousands of active users have asked hundreds of thousands of questions through Field Advisor, which we have embedded in our customer relationship management (CRM) system, as well as through a Slack application. The following screenshot shows an example of an interaction with Field Advisor.

Sales 87

Sales Customer Engagement Engagement Knowledge Base 87

GetFeedback

MARCH 1, 2019

We’re proud to be the #1-rated survey solution for Salesforce —you can’t provide great customer experience unless your customer data is integrated with your CRM for real-time feedback and response. We’ve made it our business to demystify customer experience and simplify its process. That’s where GetFeedback comes in.

Customer Experience 186

Customer Experience Competitive Advantage CRM Omni-Channel 186

GetFeedback

OCTOBER 30, 2018

The problem is most companies with a customer feedback program are using traditional survey tools that offer an outdated user experience and solicit feedback at the wrong time, in the wrong place. Responses are also disconnected from their CRM platform, making it impossible to take proper action. Scary, huh?

Survey 103

Survey Feedback Omni-Channel Knowledge Base 103

Calabrio

MARCH 11, 2025

Struggling to understand your customers most common concerns? Missing key parts of the customer journey? Whatever aspect of QA your contact center is struggling with, this blog is for you. It’s about leveraging technology and data to empower agents, optimize processes, and build lasting customer relationships.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

Optimove

DECEMBER 24, 2020

While automation from hell can be bad enough, matters can worsen when you choose to lock customers into journeys by manually prioritizing them. And could potentially lead to broken CRM journeys. Therefore, you must seamlessly combine both approaches to optimize customer relationships (and customer retention as a by-product).

CRM 98

CRM Customer Retention Customer Journeys Interaction 98

ShepHyken

FEBRUARY 9, 2018

Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. The post Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy appeared first on Shep Hyken.

Customer Service Training 162

Customer Service Training Training Brands Customer Service 162

GetFeedback

APRIL 25, 2019

Integration is key to omnichannel customer service which leads us to our next step. Invest in customer-relationship management (CRM) software . Another way to improve customer service at your organization is to offer more personalized interactions with your customers. Get started with a free trial today. .

Customer Service 186

Customer Service Multi-Channel Net Promoter Score Omni-Channel 186

Optimove

NOVEMBER 18, 2024

Take the next step with our CRM marketer evolution curve Download Now Why it Matters: Optimove’s recognition in The Forrester Wave : Cross-Channel Marketing Hubs, Q4 2024 highlights its strength as a solution for digital-first marketers who need a customer-led, orchestration-oriented marketing tool.

Marketing 59

Marketing e-support CRM Loyalty 59

Totango

FEBRUARY 18, 2021

This is the first in the blog series “Supercharging your Tech Stack with Totango”. There’s no denying the power of good customer relationship management (CRM) software. There’s no denying the power of good customer relationship management (CRM) software. HubSpot CRM. Salesforce.

CRM 72

CRM Customer Success System Sales 72

NICE inContact

SEPTEMBER 25, 2019

Based on agent skill-set, availability, existing customer relationships, and priority level of the request and/or the customer, tickets are routed to the best possible agent in real-time. Agents use integrated CRM profiles to get a quick, but detailed snapshot of customers. Make human connections. Analyze results.

Customer Service 138

Customer Service Social Media Contact Center CRM 138

ClientSuccess

MARCH 21, 2023

In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients?

CRM 75

CRM Sales Tips Customer Relationship Management 75