InMoment XI

APRIL 17, 2025

For example, if youre getting plenty of responses about your SaaS platform from power users, but youre only hearing crickets from the more casual users, thats a representativeness issue. Ultimately, the goal is to make sure your respondents actually reflect the broader customer base you’re trying to understand.

Survey 195

Survey Customer Engagement Engagement Feedback 195

SurveySensum

APRIL 16, 2025

Your CRM is smart. It knows your customers names, emails, and past purchases. Thats where CRM surveys come in. Smarter marketing, better sales, and a customer experience that keeps people coming back. In this blog post, were cracking the code on CRM surveys. What is a CRM Survey? But is it futuristic?

CRM 52

CRM Survey Feedback Touchpoint 52

Comm100

FEBRUARY 5, 2018

What Customer Engagement Software Tools Are There? CRM Software. Exploring A Broad Term: What Is Customer Engagement Software? These are common types and functions of customer engagement software: CRM Software. Contact history (what type of contact have your customers made? Live Chat Software. PR Software.

Social Media 171

Social Media CRM Self Service Software 171

ECXO

DECEMBER 25, 2024

Why It Works: A detailed understanding of the customer journey allows you to target improvements where they matter most, boosting satisfaction and loyalty. Example Action: Use tools like customer journey mapping software or feedback surveys to visualize and refine key interactions. I usually call them MoTs (Moments of Truth).

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Gainsight

DECEMBER 18, 2024

Your Sales team rings the gong, and CRM lights up with the detailscontact information, deal value, and the goals your new customer hopes to achieve. For many businesses, a CRMs role quickly diminishes once the deal is done. The baton gets passed to Professional Services and Customer Success. Its a moment of celebration.

CRM 52

CRM Customer Journeys Sales Customer relationships 52

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? A large enterprise client requested deeper integration with their proprietary CRM system.

Feedback 516

Feedback ROI Innovation B2B 516

InMoment XI

NOVEMBER 18, 2024

Open-ended questions can be used in surveys, customer interviews, and focus groups. Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data. Quantitative data offers a broad view of customer behavior across large segments.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

ECXO

DECEMBER 4, 2024

SaaS Companies – SaaS customer success teams often interact with their clients virtually through emails, video calls, or in-app messages. This interaction can be scaled using automation tools and AI, making it easier to manage a larger customer base. Real-life Examples SaaS Industry 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Optimove

OCTOBER 19, 2020

Of course, it’s a pretty useful CRM tactic in other verticals. Cross-selling a customer to purchase from a more profitable category is one of marketing’s holy grails and can have a positive long term change in customer LTV. So, encouraging customers to experience multiple products is definitely worth it.

CRM 98

CRM Sports Ecommerce Video 98

eglobalis

JULY 2, 2024

Segmentation and Personalization : Tailor feedback mechanisms to different customer segments to enhance relevance and effectiveness. Continuous Feedback Loop : Establish real-time feedback loops for immediate responses to customer issues and ongoing improvements.

NPS 461

NPS Feedback Net Promoter Score B2C 461

GetFeedback

JUNE 16, 2019

If you can find a piece of information about the customer somewhere else, for example in your CRM, then it’s best not to ask for that. Using a survey tool with a logic feature can help you cut down on redundant or irrelevant questions by adding or skipping questions based on a customer’s previous answers.

Survey 276

Survey CRM Tips Feedback 276

Retently

JANUARY 13, 2025

Whether your customers are reaching out via support tickets or navigating your website, the best tools offer flexible deployment options to meet them where they are. Integration with CRM and Helpdesk Tools Your CES tool needs to cooperate, not isolate. What Makes It Unique?

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Optimove

JULY 27, 2020

By clustering customers based on multiple attributes, retailers can provide more relevant and personalized offers to their very different customer segments. Although most retailers cluster customers using attributes such as preferred category or recently purchased product, other more advanced options exist. The Insight.

CRM 98

CRM Tips Retail Analysis 98

InMoment XI

MARCH 23, 2025

It pulls data from touchpoints like social media, chatbots, emails, customer feedback, customer relationship management (CRM) tools, and interactions with customer support, marketing, and sales teams, providing insights into customer intent, sentiment, pain points, and patterns. Are they in the same industry?

Data 195

Data Touchpoint Effort Score Chatbots 195

InMoment XI

JANUARY 9, 2024

What are Some B2B Customer Experience Examples? 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. How Has the B2B Customer Experience Evolved?

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ChurnZero

JUNE 15, 2023

Most recently, we’ve seen leaders question whether they should revert to using their organization’s longstanding incumbent sales tool—the CRM—as an interim solution to their team integration challenges. Treating a CRM as a Swiss Army Knife is both inefficient and reductive to the work of post-sale teams.

CRM 96

CRM Sales Report System 96

Kustomer

SEPTEMBER 1, 2023

For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services. What Are the Benefits of Switching to a Modern CRM for Financial Services?

CRM 91

CRM Financial Chatbots Omni-Channel 91

Optimove

JUNE 30, 2021

Creating customer-led journeys eliminates the guesswork out of anticipating every engagement a customer will have with your brand It helps you avoid message-crossfire. For example, a new customer may be eligible for a welcome email and a negative experience campaign. Determining the content of each message.

CRM 96

CRM Marketing B2C Ecommerce 96

Kayako

AUGUST 12, 2022

As technology helps eCommerce scale sales, it also provides solutions for personalized customer service as the customer base grows into thousands or even millions. As the example above shows, in-person interactions don’t guarantee positive customer engagement via a personalized experience.

Customer Service 296

Customer Service Ecommerce Effort Score e-support 296

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential.

CRM 93

CRM Customer Experience Self Service How To 93

Kustomer

APRIL 14, 2022

Because nearly half of customers spend more when their experiences are tailored to their particular wants and needs, according to a study by Kustomer. From feedback to virtual reality, let’s explore six different opportunities for companies to personalize their customer service experience. Review Customer History.

Examples 94

Examples Customer Service Self Service Chatbots 94

CloudCherry

DECEMBER 1, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. For example, the development team is storing user logs that show errors, time spent in the app and a ton of other useful information. And here’s why. That just wastes everyone’s time.

CEM 186

CEM CRM ROI Survey 186

Optimove

NOVEMBER 30, 2020

However, chances are you may still be left with large groups that clump many different types of customers together. Segmenting customers based on two or three attributes at once rather than separately, can provide your CRM marketing team with much more information. Customer B’s Goal. To increase annual purchases.

CRM 72

CRM Groups Video Tips 72

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

Lumoa

MAY 21, 2018

If top management see customer experience as a priority, engage and show an example, in most cases, the whole company takes customer experience as a priority as well. Sales The role of Sales, just as the role of Marketing, is enormous in building customer experience, especially the initial impression of the brand.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Customers 305

InMoment XI

OCTOBER 4, 2024

CXM vs CRM: How They Differ? It’s easy to think of CXM and customer relationship management (CRM) as the same processes because they both offer a better understanding of customers through data. But, they have a few key differences as they address different aspects of the customer’s interactions with the brand.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

CloudCherry

NOVEMBER 13, 2018

Businesses collect and store a lot of customer data during normal operations, but it’s stored across multiple teams, systems, and servers. For example, the development team is storing user logs that show errors, time spent in the app and a ton of other useful information. And here’s why. That just wastes everyone’s time.

CEM 170

CEM CRM ROI Survey 170

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

JULY 16, 2024

Utilizing an Integrated CX (Customer Experience) platform allows businesses to unify all types of customer data—structured, unstructured, and semi-structured—into a single dashboard. This consolidated view is crucial for monitoring social data, star ratings, customer sentiment , and reviews efficiently.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Utilizing an Integrated CX (Customer Experience) platform allows businesses to unify all types of customer data—structured, unstructured, and semi-structured—into a single dashboard. This consolidated view is crucial for monitoring social data, star ratings, customer sentiment , and reviews efficiently.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 23, 2024

Positive Word-of-Mouth: Happy customers are more likely to recommend your brand to others, expanding your customer base. Competitive Advantage: Offering a superior customer experience can differentiate your brand from competitors. Discover some customer journey mapping examples to help you get started.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

Kustomer

JUNE 8, 2023

For financial services organizations in particular, building trust with customers and providing them with human-first customer service makes a significant impact in garnering loyalty and repeated use of products and services. What Are the Benefits of Switching to a Modern CRM for Financial Services?

CRM 63

CRM Financial Chatbots Omni-Channel 63

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. Who needs access to insights—product teams, marketing, customer service, leadership? Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Tie customer insights to financial outcomes.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

InMoment XI

SEPTEMBER 9, 2024

Customer experience consultants, like the experts at InMoment, can help you craft experiences that turn customers into brand advocates, increasing their lifetime value and positively impacting your bottom line. What to Look for in a Customer Experience Consultant? What is their specific expertise within customer experience (e.g.,

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Optimove

MARCH 6, 2025

Customers should transition effortlessly between channelsmobile apps, websites, and physical stores. For example, they should be able to access their carts from an email and continue shopping seamlessly on the web or through a social media ad. #3.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59