Optimove

OCTOBER 12, 2020

A challenge many companies face is understanding the CRM contribution in their marketing efforts. In other words, figuring out just how much their CRM is really worth. As a CRM marketer, you want to make sure that you have effective communications with your customers that are both smart and thoughtful.

CRM 105

CRM Strategy ROI Video 105

ECXO

DECEMBER 25, 2024

Build a Community Around Your Brand What to Do: Foster customer communities through forums, social media groups, or exclusive events. Why It Works: Community-building enhances customer connection and generates organic advocacy. Airbnb: Redefining Hospitality Airbnbs growth is a testament to the power of listening to customers.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

eglobalis

SEPTEMBER 16, 2024

Therefore, understanding the needs of each group is essential. C-suite executives should lead this effort, ensuring the organization understands the complexity of the customer journey and invests in advanced analytics tools to segment and map these touch-points.

B2B 361

B2B Strategy Customer Experience Customer Journeys 361

Optimove

MAY 8, 2019

This blog is the first in a series of pieces, presenting the different actions and activities a company must take to see real value from its CRM platform. Every time our customers are executing campaigns through a target group, we encourage them to choose the test and control option. For better measurement – experiment.

CRM 81

CRM Metrics Multi-Channel Groups 81

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. To calculate the future value of customers, Optimove uses a micro-segments-based predictive customer modeling system.

CRM 98

CRM How To B2C Ecommerce 98

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

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

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

Optimove

JUNE 30, 2021

Optimove identifies the performance of different messages/offers on different micro-segments within your customer base to determine which one resonates best. This allows you to test two different offers to encourage customers to make their next purchase – like whether they wish to receive free shipping or 15% off.

CRM 96

CRM Marketing B2C Ecommerce 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

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

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

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

Optimove

NOVEMBER 30, 2020

There are many different ways to segment your customers into meaningful groups. However, chances are you may still be left with large groups that clump many different types of customers together. The post CRM Hack: Customer Tier and RFM Segmentation appeared first on Optimove.

CRM 72

CRM Groups Video Tips 72

Optimove

JULY 11, 2019

In the first blog post in our “CRM Contribution Metric” series, we discussed the need to understand and measure the value your CRM brings your organization and shared research that makes sense of these numbers and the variables they are based on. Number of Target Groups. Customer Base Coverage.

CRM 70

CRM Metrics Multi-Channel Groups 70

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? CEM is no different, but tracking metrics alone is not a strategy.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CloudCherry

DECEMBER 1, 2018

For example, businesses might group together all upper-class Caucasian males, aged 65 and over into the same marketing cohort. Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. That just wastes everyone’s time. Absolutely not.

CEM 186

CEM CRM ROI Survey 186

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! AI and machine learning make customer listening and Voice of Customer analysis—at scale—suddenly possible in a way it wasn’t before.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Lumoa

MAY 21, 2018

Sales The role of Sales, just as the role of Marketing, is enormous in building customer experience, especially the initial impression of the brand. Sales need to understand the feedback per customer or customer group and ensure that the action plans are shared with customers.

Customer Experience 305

Customer Experience Customer Centricity Net Promoter Score Feedback 305

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. Starbucks Rewards : Members earn stars for purchases, which can be redeemed for free items.

Retail 59

Retail Loyalty Gamification Loyalty Programs 59

CloudCherry

NOVEMBER 13, 2018

For example, businesses might group together all upper-class Caucasian males, aged 65 and over into the same marketing cohort. Delivering the best customer experience means businesses need to be interacting customers based on their behavior – not just their persona. That just wastes everyone’s time. Absolutely not.

CEM 170

CEM CRM ROI Survey 170

InMoment XI

JUNE 22, 2022

What you use to customize the subject line will obviously depend on the data you have on the customer. However, you can also reference their most recent purchase if your CRM has logged it. A simple way to do this is: Split your email recipients into two groups (Group A and Group B).

Survey 195

Survey Net Promoter Score How To Effort Score 195

AskNicely

MARCH 16, 2017

Add to that, the fact that the data often ends up siloed in reports that then need to be imported into your CRM or automation platform to be of any significant use. You could even use HubSpot CRM to create a stage like ‘at risk customers’ within the sales pipeline. Beyond referrals.

NPS 150

NPS Survey Net Promoter Score Course 150

NICE inContact

AUGUST 27, 2019

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.) 8) Be willing to go the extra mile. “To

Connections 149

Connections Tips Social Media Multi-Channel 149

Optimove

FEBRUARY 1, 2024

Guide to Advanced Customer Segmentation Download Now >> CRM Lightning Talk # 2 – Euro 2024 Playbook: Win It All Without a Ball This pivotal talk, led by Jonathan Collins , Strategic Services Team Leader, is crucial for anyone interested in understanding the power of the 2024 UEFA European Football Championship in your CRM marketing plan.

CRM 69

CRM Sports Consulting Data 69

Optimove

SEPTEMBER 7, 2020

Leverage advanced target group criteria under Campaign History – at Optimove, you can easily access the following data: Customers who received, were targeted, and responded to X campaigns. This gives you the exact criteria you’ll need to create a loyal customer base with verified data to back it up. That’s it!

CRM 52

CRM Gamification Loyalty Programs Video 52

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. With Thematic’s platform , they unified seven data channels (support calls, app store reviews, CRM data) to streamline customer experience insights and boost customer satisfaction. To understand customers better, businesses should segment them.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

GetFeedback

MAY 4, 2018

Luckily, your customers won’t hesitate to point them out! When you give a select group of customers early access to new products, you get direct feedback from your target audience. Customers use your products differently than you do, so they can catch bugs and user experience gaps that your QA team might miss.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Optimove

MARCH 29, 2021

Different customer lifecycle stages should have different objectives, right? You need to treat customers in each group to separate promotions, offers, and communication frequencies to continue exciting them and adequately engage with them over time.

CRM 52

CRM Strategy Measurement Analysis 52

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

GetFeedback

JULY 29, 2019

The first is tracking which customer each piece of feedback comes from. Tracking your survey feedback in a CRM tool not only provides a logical customer-related place for you to view and action the data, but it also combines the feedback with other valuable metadata. Group and categorize the data .

Survey 150

Survey Feedback How To Net Promoter Score 150

Optimove

MARCH 11, 2025

AI enables brands to deliver the same tailored experiences to millions of customers simultaneously. Here’s how: Customer Segmentation : AI-driven models categorize customers based on behaviors, purchase history, and preferences, allowing brands to tailor their messaging and offers.

Trends 52

Trends Social Media How To Analytics 52

Optimove

JULY 16, 2020

An undergarments retailer used two powerful Optimove features – control groups and segmentation according to lifecycle stage – to perfect their Seasonal catalogs campaign. The result: a measurable increase of $1 Million in customer spends over a 1-month test period. Wannamaker was not using control groups.

Measurement 95

Measurement CRM Groups Retail 95

Optimove

FEBRUARY 22, 2021

Most customer behavior models ignore many pertinent factors so that the predictions they generate are not very reliable, too. As a CRM marketer, that means it’s hard to determine exactly what marketing actions to take for each customer or group of customers. Lifecycle stage-based segmentation. Reach Out ?or

CRM 52

CRM B2C Ecommerce Analysis 52

Optimove

FEBRUARY 15, 2021

But going from having segments/target groups, to actually personalize your marketing strategy, requires a few additional steps. Today, you may segment customers based on customer id, date of birth, gender, region, and more. For example, the number of automated journeys, the average target group size, etc.

CRM 52

CRM Groups Measurement Video 52

CSM Magazine

JULY 5, 2022

Sabio Group , the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today. In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8%

Groups 59

Groups Financial Customer Relationship Management Customer relationships 59

CSM Magazine

APRIL 16, 2021

CRM stands for Customer Relationship Management. CRM software provides users with access to a range of technologies that track and report metrics related to customer interactions, sales, productivity, and much more. Understand Your Consumer Base. Customer Retention. Instantly Connect with Groups.

CRM 52

CRM Software Social Media Customer Relationship Management 52