InMoment XI

APRIL 9, 2025

For instance, InMoments conversation intelligence software lets you drill down into each actors input in a customer-agent interaction. The agent-specific insights help call center managers to motivate top performers and identify agents who require additional training.

195

195

GetFeedback

FEBRUARY 15, 2019

If you analyze the results, close the feedback loop, and use data from NPS to dictate your roadmap, you’ll increase revenue, reduce churn , and improve customer experience. If your organization is serious about NPS, you need to consider taking one extra step: integrate NPS with your CRM. The key to long-term NPS success.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ChurnZero

JULY 30, 2021

In this article, I outline our data-sharing functionality that’s designed to elevate customer insights across the organization – allowing Customer Success to become a shared practice and mindset. Sync Data in Your Customer Success Software and CRM. Author: Rachel Gurman, Customer Success Manager, ChurnZero.

Customer Success 98

Customer Success Data How To Chatbots 98

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Thematic

MARCH 30, 2025

In doing so, Atlassian was able to derive actionable customer insights faster and more accurately. Besides, when all your feedback is in one place, your product teams, customer experience analysts, and support staff can all work from the same source of truth. CSAT surveys), and more.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Retently

SEPTEMBER 3, 2024

Helpdesk CSAT surveys provide insights into support performance and allow us to make adjustments that enhance customer satisfaction after every interaction. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features.

B2B 152

B2B NPS Effort Score Survey 152

SuiteCX

JANUARY 19, 2015

Combined different technologies and approaches into a single source of truth Developed more comprehensive data collec2on & usage; developed CRM insights across all companies 10. Small movement forward will have an important impact, and you can chip away at your pain points piece by piece.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Survicate

JANUARY 11, 2019

Online CRM. Survicate customer since: February 2018. Agendor is an Online CRM with web and mobile solutions for sales professionals. “I A product roadmap on the right track. One of Tulio’s main jobs is to prioritize the product roadmap. 50+ employees. Survicate features used: Email surveys. Survicate NPS ®.

NPS 40

NPS Survey Customer Insights Roadmap 40

Thematic

MARCH 26, 2025

In particular, customer review analysis helps surface recurring themes and pain points shared in public feedback, giving teams a clearer picture of user sentiment. Without a structured feedback loop, businesses operate in the dark, relying on assumptions rather than real customer insights.

Feedback 62

Feedback Social Media Analysis Survey 62

NobelBiz

NOVEMBER 6, 2023

Speech Analytics: This tool uses natural language processing to analyze customer-agent interactions, providing insights into customer sentiment and agent performance. This wealth of information provides call center agents with valuable insights that can significantly enhance their interactions with customers.

Call Center 105

Call Center Self Service Contact Center Customer Service 105

SurveySensum

MARCH 14, 2025

Think of it as your business roadmap guiding you to understand what customers want, how they behave, and where opportunities exist. Buying habits, and psychographics through surveys, customer interviews, and existing sales data. Use tools like Google Analytics, social media insights, and CRM data.

Marketing 52

Marketing Social Media How To Trends 52

Alida

SEPTEMBER 22, 2016

DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video]. Enhance marketing with customer insight.

Innovation 100

Innovation Marketing Social Media Healthcare 100

SurveySparrow

JUNE 20, 2023

Collect and Integrate Data To build an effective Customer Experience Dashboard, you need to gather data from various sources such as customer surveys, social media platforms, CRM systems, and customer support channels. Personalization can boost customer satisfaction, drive loyalty, and ultimately increase revenue.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

Thematic

MARCH 27, 2023

You’re moving from surveys as the sole feedback source to incorporating contact centre data, social media data, CRM data etc. Enablement and customer centricity (culture): You start acting on the feedback you collect, beyond producing performance reports. and start to analyze those centrally (rather than in siloes).

Tips 71

Tips Customer Centricity Feedback Social Media 71

NobelBiz

AUGUST 28, 2023

Here’s a quick list of tech solutions that can get you on the right track: Omnichannel Customer Relationship Management (CRM) Systems centralize customer data and interaction history, enabling agents to deliver personalized and context-rich experiences regardless of the channel.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

ChurnZero

JUNE 14, 2023

Don’t let your customer success team go into 2023 with substandard tools. You wouldn’t expect your sales team to sell without their CRM or your marketers to drive leads at scale without marketing automation. When choosing your platform, think beyond your customer success team. Operationalize your customer success team.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Solvvy

AUGUST 21, 2020

Next-gen chatbots improve your customer experience. Next-gen chatbots provide support analytics and customer insights. Next-gen chatbots provide 24/7 customer support. Your website is available all the time, so customers must always be able to find answers. Automated customer service is back and better than ever.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

Optimove

MAY 20, 2021

” Overall, the results mean that Optimove’s offering is ideal for brands in retail, gaming, travel, financial services, and media seeking to scale their CRM marketing and maximize customer lifetime value. At the same time, Optibot, Optimove’s AI marketing bot, proactively surfaces actionable customer insights.

Marketing 52

Marketing Customer Journeys Measurement Analytics 52

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. Analyzing Customer Insights. Customer-Aligned Branding.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

SurveySensum

OCTOBER 4, 2023

An automotive customer feedback tool is software designed to collect, manage, and analyze customer feedback and opinions within the automotive industry. Real-time Analysis Ensure the tool gathers and analyzes customer feedback in real-time and gives you timely alerts. You can easily integrate this tool with your existing CRM.

Automotive 52

Automotive Tools Feedback CRM 52

Currency Alliance

MARCH 21, 2019

The typical incumbent loyalty technology platform comprises five core modules: CRM/Analytics Platform. CRM/Analytics. Definition: a database for collecting data about customers with analytics functionality, and the ability to predict future behaviors. Some of the CRM platforms optimized for loyalty marketing include….

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

Currency Alliance

JANUARY 18, 2021

Companies will also need to improve the methods they use for capturing it, and – most important – the infrastructures/methods to reliably extract accurate customer insights that improve engagement. Customer Relationship Management (CRM) is essential for a company dedicated to putting the customer at the center of its focus.

Hospitality 52

Hospitality Loyalty Industry Hotels 52

InteractionMetrics

MARCH 20, 2025

Think of great CX software as a truth-teller: it lets you spot friction in real time, personalize interactions, and turn existing customers into die-hard fans. But waitisnt that basically what a CRM lets you do? Pricing Pricing starts at $119 per month for the most basic plan, with custom pricing available for enterprise packages.

Software 52

Software Multi-Channel Contact Center Social Media 52

CSM Magazine

DECEMBER 19, 2023

You can either buy big data from other companies or use data analytic tools to gain customer insights. Strategic planning All the data and insights you collect will be utterly useless if you don’t use them to make a strategic plan. If you want to expand your business, you need a plan of action and a roadmap to follow.

Strategy 52

Strategy Social Media Advertising Analytics 52

Gainsight

OCTOBER 23, 2019

You’ll invariably experience churn if the customer has support issues which aren’t being resolved. No one can argue with the role CS plays with renewal and upsell alongside the sales team —managed in your CRM, of course. But, analytics, onboarding, customer support, and CRMs are not traditionally customer success software!

Software 60

Software Customer Success Tools Customer Centricity 60

Thematic

SEPTEMBER 19, 2024

You can then tailor products and services to better address customer needs and solve their problems. Data integration and VoC tools Another essential feature of VoC tools is integrating feedback data with other business systems , such as CRM, marketing automation , and customer service platforms.

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Thematic

APRIL 3, 2024

Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty. Reduced Churn: Identifying the root causes of customer dissatisfaction enables you to proactively address issues, prevent customer loss, and preserve revenue.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

ChurnZero

JANUARY 17, 2020

By collecting and organizing data from your existing systems (like your help desk, CRM or similar sources), your team will never be more than a few clicks away from their most important account information. On Uncovering Deep Customer Insights . Joy Bennett, Manager of Client Services, ConsumerAffairs. .

Tips 72

Tips Metrics Customer Success Effort Score 72

SurveySensum

AUGUST 3, 2023

and share them across multiple channels such as email, WhatsApp, In-App, CRM, and more. Usabilla Usabilla specializes in gathering feedback through various forms and buttons embedded in websites and apps, helping businesses collect user insights effectively. It lets you create various surveys like NPS, CES, CSAT, etc.,

B2B 52

B2B Software Feedback NPS 52

Thematic

MARCH 29, 2020

These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. So, simply looking at common themes by volume won’t provide the most accurate insights. Customer in the room. For any product roadmap meetings, make sure customers are in the room.

Feedback 111

Feedback How To Analysis e-support 111

SurveySensum

DECEMBER 4, 2023

Using the Right Tools: Invest in tools that make feedback collection and management seamless, like SurveySensum, HubSpot CRM, or Google Analytics. Provide comprehensive training to empower your team to effectively leverage these customer feedback tools , ensuring they are utilized to their full potential.

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Lead CX Analytics and Insights Manager at CenturyLink. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Survicate

MAY 24, 2021

If you don’t act on the feedback instantly, you miss out on the most valuable advantage of live feedback collection – real-time customer feedback response and real-time action. Fortunately, with Survicate , you can receive instant notifications on several channels or pass survey responses to your desired CRM and help desk.

Feedback 52

Feedback Effort Score Net Promoter Score Survey 52

SurveySensum

JANUARY 5, 2023

A feedback platform that helps you analyze your product from the customers’ eyes and lands in the successful 5% category, saving you months of effort and brainstorming. And those insights determine whether your product is qualified enough to their expectations or not. . Measures customer satisfaction with the product.

Tools 52

Tools Feedback Effort Score NPS 52

SurveySparrow

JUNE 25, 2024

With the platform, you can automate your workflow, including call scoring and administrative operations, and Log your data into the CRM without moving a finger! You can get in-depth insights into the interactions and work on constructive feedback. Forecast: Track the shifts in customer insights over weeks on the intuitive dashboard.

Software 52

Software Tools Analysis Analytics 52

Currency Alliance

FEBRUARY 26, 2019

Most customers wouldn’t have won the bonus – good news for the finance department. the customer kept the App on their phone, keeping the software engineering team in business…. and supporting marketers such as CRM specialists, who can use the App to keep issuing personalized, location-based offers via the customer’s device.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

SmartKarrot

JUNE 15, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Parsable As a Vice President of Customer Success, you will drive Customer Success strategy and roadmap to ensure measurable success, retention, and expansion across various industry segments.

Customer Success 10

Customer Success Case Study Financial Roadmap 10