InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? Over 80% of CRM leaders say that AI and automation make customer communication more personalized.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

eglobalis

FEBRUARY 3, 2025

We will delve into ten key areas where AI is transforming CX , provide examples of enterprise technology companies that have been using AI for over eight years, and offer practical insights on how your company can leverage these advancements. CRM, ERP, and marketing platforms) to create a 360-degree view of the customer.

B2B 385

B2B Customer Journeys Customer Experience Chatbots 385

eglobalis

JANUARY 20, 2025

This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. Boschs use of IoT solutions to monitor product performance and anticipate maintenance needs is a prime example. To achieve this, businesses must integrate AI-powered tools within their operations.

B2B 421

B2B Loyalty Loyalty Programs Innovation 421

ECXO

NOVEMBER 26, 2024

Chatbots, CRM systems, and AI-powered analytics can handle routine tasks, freeing up your team to focus on more complex issues. For example, marketing, product, and support teams can collaborate to address customer pain points holistically. This reduces the need for unicorn-level problem-solving.

Self Service 334

Self Service Culture Training Analytics 334

ECXO

NOVEMBER 19, 2024

For example, Johan, the dairy farmer managing 500 cows, needs efficient solutions for his milking parlor. For example, if Johan frequently purchases liners for his milking machines, send him tailored recommendations and exclusive discounts on related products. Understand their pain points, motivations, and challenges.

Customer Experience 296

Customer Experience Social Media Customer Journeys Touchpoint 296

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What data will I get from integrating both my CEM and CRM?

CEM 249

CEM CRM NPS Analysis 249

CloudCherry

OCTOBER 4, 2018

Combining the data from a CRM and a CEM is a perfect pairing – like wine and cheese or peanut butter and jelly. Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. What is a CRM? What data will I get from integrating both my CEM and CRM?

CEM 244

CEM CRM NPS Analysis 244

Optimove

APRIL 10, 2025

Managing Customer Data: CDP vs CRM Understanding the tools that manage and activate customer data is crucial for marketers. Two of the most talked-about platforms in this space are the Customer Data Platform (CDP) and Customer Relationship Management (CRM) system. What is a CRM (Customer Relationship Management system)?

CRM 52

CRM eBook Customer Journeys Customer Relationship Management 52

eglobalis

MARCH 13, 2025

Some of the key challenges include: Complex Stakeholder Relationships: B2B purchases typically involve multiple decision-makers and longer sales cycles. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Demonstrating the value of CX (e.g.,

Leadership 234

Leadership B2B B2C Effort Score 234

InMoment XI

OCTOBER 24, 2024

What is the Difference Between a Customer Engagement Platform and Customer Relationship Management (CRM)? Debating the differences between customer engagement platforms and CRM systems is natural. Customer Relationship Management (CRM) Customer relationship management systems utilize the data of existing customers and focus internally.

Customer Engagement 195

Customer Engagement Engagement Omni-Channel e-support 195

AWS Machine Learning

DECEMBER 11, 2024

In the same spirit of using generative AI to equip our sales teams to most effectively meet customer needs, this post reviews how weve delivered an internally-facing conversational sales assistant using Amazon Q Business. The following screenshot shows an example of an interaction with Field Advisor.

Sales 86

Sales Customer Engagement Engagement Knowledge Base 86

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations.

Customer Journeys 443

Customer Journeys Culture Leadership Effort Score 443

InMoment XI

APRIL 9, 2025

Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. However, according to Gartner research, forecasting is one of the top areas where sales operations functions are least effective. It strengthens sales strategies. What Factors Impact Sales Forecasting Accuracy?

Trends 195

Trends Sales Analysis First Call Resolution 195

InMoment XI

APRIL 8, 2025

Businesses deliver seamless customer experiences when their sales and marketing teams are on the same page. Research from Gartner suggests that sales teams prioritizing alignment with marketing are nearly three times more likely to exceed new customer acquisition targets. Its unclear whether youre competing on value or price.

Sales 195

Sales Marketing Effort Score Net Promoter Score 195

InMoment XI

DECEMBER 18, 2024

For example, a call transcription tool prevents the need to listen to lengthy recordings and provides quick insight into customer experiences. It increases sales and conversions. It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

TechSee

JANUARY 29, 2019

Enterprise adoption of AI in CRM. In recent years, a wide range of AI technologies have been successfully integrated into the CRM domain, from sales and marketing to customer support and retention. while the agent can only see the CRM screen before him. Some examples: Computer Vision in Sales & Commerce.

CRM 164

CRM Self Service Effort Score e-support 164

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. What to Look For in A Social Listening Tool?

Tools 195

Tools Social Media Customer Experience Analysis 195

InMoment XI

NOVEMBER 22, 2024

For example, if a specific integration is in popular demand, implementing it can improve retention and satisfaction. Collecting and analyzing feedback allows you to provide more value, which increases sales, subscriptions, and revenue. For example, a recent change in your pricing model could explain the uptick in churn this quarter.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

ECXO

DECEMBER 25, 2024

Happy customers are more likely to return and spend more, contributing to the bottom line in a way that chasing sales numbers alone can’t always achieve. 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

InMoment XI

OCTOBER 28, 2021

Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive. In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty.

Airlines 370

Airlines CRM Government ROI 370

InMoment XI

DECEMBER 17, 2024

It is common to see a wide range of candidates succeed in the role of CX managerfrom Salesforce Administrators to Senior Sales Operations professionals to Customer Success or Customer Experience/Voice of the Customer leaders. Some customer experience managers will have marketing experience, others will have sales experience, etc.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ijgolding

APRIL 9, 2020

To start with, the answer partly lies in Customer Relationship Management (CRM). A well applied CRM centralises all the data related to prospects and customers onto a single platform, enabling companies to record, track and act on customer interactions. The better the CRM is applied, the greater its effect on revenue is likely to be.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

eglobalis

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Oracle, SAP, Amazon, Samsung, and NTT use VOC to refine their products and services.

Strategy 453

Strategy Customer Experience Net Promoter Score Customer Centricity 453

ECXO

JULY 29, 2024

Sales and Delivery Teams : Providing invaluable data through regular customer interactions. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

InMoment XI

MARCH 26, 2025

For instance, if the information that stakeholder needs is already available elsewhere (such as via customer relationship management (CRM) software like Salesforce), let them know. Asking, Did the sales and customer support teams meet your expectations? Asking meaningful questions shows the customer that your business truly cares.

Survey 195

Survey Abandon Rate How To Customers 195

Gainsight

DECEMBER 18, 2024

Your Sales team has just closed a major deal. 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. Its a moment of celebration. But now what?

CRM 52

CRM Customer Journeys Sales Customer relationships 52

SuiteCX

FEBRUARY 18, 2020

Examples of providers are Qualtrics, Medallia, Survey Monkey and Confirmit. Examples of providers in this segment include Touchpoint Dashboard, UX 360 and SuiteCX. Examples of providers in this segment include ClickFox, NICE and Pointillist. Examples of providers in this segment include KitewheelKitewheel and Pointillist.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

eglobalis

JULY 31, 2024

Here are seven examples from companies across different continents that showcase the impact of MarTech: Short Cases: Vodafone (Europe) Oracle’s CX Cloud Suite helps Vodafone enhance customer interactions through integrated sales, marketing, and service solutions. Written by Ricardo Saltz Gulko , get in touch.

Customer Experience 428

Customer Experience Social Media Analytics Chatbots 428

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

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. Customer relationships.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

TechSee

MARCH 11, 2025

Business Value: Revenue & Subscriber Growth – AI enables service-drive smarter sales by recommending upgrades and cross-sell opportunities at the right moment. Seamless CRM, knowledge base, and ticketing integrations are three common examples. How does AI integrate with existing systems? How will we measure success?

Customer Service 109

Customer Service Self Service Knowledge Base CRM 109

Calabrio

MARCH 25, 2025

Examples include contact center performance data (call volume, wait times, etc.), HubSpot HubSpot is a leading customer relationship management (CRM) provider. CRM integration for customer data management. Integration: Verify that the software integrates seamlessly with your existing CRM, helpdesk, and other business systems.

Software 130

Software Customer Journeys Tools Contact Center 130

ECXO

DECEMBER 4, 2024

In contrast, customer success in manufacturing leans heavily on relationship-building, product reliability, and post-sales support. In contrast, manufacturing companies are more transactional, focusing on individual sales. Real-life Examples SaaS Industry 1. How These Examples Reflect Manufacturing Customer Success: 1.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

Comm100

DECEMBER 16, 2024

For example, chatbots are a common tool in customer service automation. For example, if a customer submits a query about a billing issue, the system can route the ticket directly to the billing department for resolution, eliminating unnecessary steps and ensuring that the query is handled by the right team.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

InMoment XI

DECEMBER 30, 2021

For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? One of the strategies Pfeifer explained is to have a single-account view of feedback in a customer relationship management (CRM) dashboard. This way you can drive business alignment and action for your sales, success, and marketing teams.

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

NOVEMBER 18, 2024

Quantitative Data Analysis Quantitative analysis uses website and/or app analytics combined with CRM data to analyze numerical data. The trends identified can inform marketing decisions, product development, and sales strategies. Quantitative data offers a broad view of customer behavior across large segments.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195