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

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

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

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

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 116

CRM Comparison Report Loyalty 116

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 115

Poor Customer Service Advertising B2B Policies 115

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 239

Software Chatbots Customer Service Knowledge Base 239

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

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.

B2B 335

B2B Loyalty Loyalty Programs Innovation 335

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 110

Retail Customer Experience How To Ecommerce 110

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

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

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

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

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

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

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 161

Customer Service Training Training Brands Customer Service 161

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

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

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

NICE inContact

OCTOBER 18, 2019

In addition, companies frequently need to intelligently route other interaction points such as web form submissions, CRM case objects, tech support tickets, etc. For optimal customer experiences and operational efficiency, businesses need all these contact methods available in a single engagement. Why do businesses ask us to do this?

Contact Center 120

Contact Center CRM Omni-Channel Fashion 120

NobelBiz

JANUARY 24, 2023

NobelBiz | Blog How to measure the Efficiency of a CRM Strategy in Contact Centers Published on 24. January 2023 Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty [.]

Contact Center 59

Contact Center CRM Measurement Strategy 59

ClientSuccess

JUNE 22, 2020

One of the biggest breakthroughs of the last decade or so is CRM, or Customer Relationship Management platforms. These systems help account managers, salespeople, and executives report on, keep track of, and control client interactions throughout a customer lifecycle.

CRM 64

CRM Sales Tips Management 64

NICE inContact

APRIL 2, 2018

Here are a few examples: Facilitate seamless integration been customer service and Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) applications to give agents the context they need to solve problems. Just what can you do with a CCaaS-based CX development platform?

Innovation 137

Innovation Competitive Advantage Contact Center Omni-Channel 137

ViiBE Blog

JULY 22, 2022

ViiBE Blog Best ways to use CRM Anna Gorina July 22, 2022 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now! Download now Read now What are the ways to use CRM? What is a CRM? What is a CRM? Why do you need it?

CRM 52

CRM Social Media Omni-Channel e-support 52

GetFeedback

FEBRUARY 15, 2019

You’ll want to send out an initial NPS survey early on in the customer relationship. That way, all follow-up NPS surveys can track how customer sentiment changes over time and through each phase of the customer journey. A basic NPS program can provide a great deal of customer insights on its own.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ViiBE Blog

JULY 22, 2022

What are the ways to use CRM? If you’re like most marketers and salespeople, you rely on your CRM (Customer Relationship Management) to help manage your sales pipeline and keep track of your contacts. Your CRM system is a powerful tool that can help your business to manage its customer data more effectively.

CRM 52

CRM Social Media Omni-Channel Customer Relationship Management 52

Comm100

JANUARY 21, 2021

Live chat is typically used by sales, marketing, and customer support. The best live chat software will be able to integrate with the company’s customer relationship management (CRM) system so the live chat agent can easily access the visitor’s details, helping them to provide more personalized service.

Video 246

Video Social Media Software Knowledge Base 246

Totango

NOVEMBER 15, 2021

CRMs: Salesforce and HubSpot. Customer relationship management apps let you store, manage and deploy data associated with customer relationships for purposes such as lead generation and sales pipeline management. Two of today’s most popular CRM apps are Salesforce and HubSpot.

Tools 117

Tools Customer Success Software Self Service 117

NICE inContact

JANUARY 24, 2019

Give agents access to customer data before they answer a call. While a customer is waiting in queue, you can collect all your customer data—from your CRM, support, and other systems, and even from the customer. appeared first on NICE inContact Blog. The post What is Call Queuing and Why Does It Matter?

Self Service 152

Self Service Contact Center e-support Call Center 152