InMoment XI

NOVEMBER 12, 2024

This can be a great advantage for your organization as you can identify your competitors strengths and weaknesses as they are reported on by customers or third-party organizations. Strong reporting features make it easier to turn social media data into actionable insights that support strategic decision-making.

Social Media 360

Social Media Analysis Metrics Analytics 360

CSM Magazine

JULY 28, 2022

And it’s why UMC’s leadership decided it was time to move away from the clumsy, outdated, and ill-fitting generic customer relationship management (CRM) product the firm had been using. “It The CRM Solution. Following the selection of Unanet CRM, it took a mere four months to get the system integrated and fully operational.

CRM 105

CRM ROI e-support System 105

NICE inContact

AUGUST 2, 2019

3) Advanced Reporting. Any reputable digital customer service software includes advanced reporting features that make it easy to track and measure business goals. 4) Powerful CRM. CRM is one of the most important tools that customer service agents can have at their fingertips. 5) Intelligent Routing.

Technology 229

Technology Customer Service Omni-Channel Self Service 229

GetFeedback

DECEMBER 26, 2018

CRM integration is especially critical for Net Promoter Score (NPS). Below we’ll explain why NPS data belongs in your CRM, and how you can put it there using GetFeedback for Salesforce. Below we’ll explain why NPS data belongs in your CRM, and how you can put it there using GetFeedback for Salesforce.

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

Magellan Solutions

FEBRUARY 15, 2023

The adoption of customer relationship management (CRM) systems in the business world has been a game changer for employees. A CRM virtual assistant (VA) is an extension of the customer service team, which handles routine tasks for clients. The duties of a CRM virtual assistant is not limited to handling customer support.

CRM 95

CRM Customer relationships Social Media Sales 95

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? Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

GetFeedback

MAY 8, 2019

Every industry out there has had a hand in the making of this report. According to our participants, Case Close CSAT carries the most weight in many organizations—it provides valuable customer feedback in real-time, it’s expected in most companies’ reports, and it’s used to measure agents’ performance. See below.

Trends 268

Trends Customer Service Comparison Metrics 268

Optimove

APRIL 6, 2023

Believe it or not, many CRM marketers today still use manual tools like Excel to manage their campaigns. To master CRM, that is, to get personalization, orchestration, retention, and optimization right at scale – marketers must adopt innovative technologies and new, more modern ways of working. Worst of all? It’s prone to human error.

CRM 98

CRM Marketing Telecommunications Analytics 98

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

Totango

NOVEMBER 27, 2023

Totango recently shared how we envision the next generation of customer success evolving, and we see three prominent benefits of leveraging one of the most significant CS platforms reflected in the report. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: Task status.

Report 95

Report Trends Customer Success Self Service 95

eglobalis

OCTOBER 1, 2024

Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions. Establish Transparent Reporting Structures Complex reporting structures often contribute to silos.

Customer Journeys 337

Customer Journeys Culture Leadership Innovation 337

SuiteCX

FEBRUARY 18, 2020

CX and customer engagement are now standard to the thinking of “CRM” companies. Eighty percent of all submissions for a recent ZD net report focused their efforts on proving customer experience and customer engagement, not CRM. It permeated everything they wrote and all that they offered. Toolset Synergies.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

Kerry Bodine

OCTOBER 1, 2021

Earlier this week I posted about a study commissioned by the CRM platform Insightly , which showed the lengths that consumers and business decision makers would go to in order to avoid stressful customer service interactions.

Study 227

Study Company CRM Consumers 227

InMoment XI

JUNE 7, 2024

REPORT Hospitality Reputation Benchmarks Report 2024 InMoment’s 2024 Hospitality Online Reputation Benchmarks Report provides a top-level view of the state of reviews today for the hospitality and restaurant industries — and how these reviews reflect the experiences patients want to have.

Hotels 195

Hotels Management Social Media Hospitality 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency. Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. And that leads to more retained revenue.)

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

GetFeedback

APRIL 17, 2019

The tools capable of handling the reasons why customers don’t contact customer service are usually found in the CRM market. Now, we show how CRM-based platforms eliminate the above reasons and go deeper into delivering customer service.

Self Service 255

Self Service Customer Service Multi-Channel CRM 255

ECXO

AUGUST 19, 2024

Forrester reports that businesses prioritizing CX experimentation see notable gains in customer loyalty and satisfaction. Salesforce (USA) : Multivariate testing optimizes the CRM platform, refining user experience and driving higher adoption rates.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

Comm100

OCTOBER 17, 2023

Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights. Key Features : Shared email inbox, knowledge base, live chat, reporting, customer profiles. Key Features : Live chat, email, social, and phone support integration, knowledge base, automation, reporting.

Software 215

Software Chatbots Customer Service Knowledge Base 215

Comm100

APRIL 2, 2024

This proactive approach can uncover areas of dissatisfaction that might not be voluntarily reported, allowing for targeted improvements. Leverage technology for better customer insights – Customer Relationship Management (CRM) Systems: Investing in a robust CRM system can transform your approach to customer service.

Strategy 253

Strategy How To Wait Times Customer Satisfaction 253

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

InMoment XI

JULY 4, 2022

and compiled them into a report. Internal Data: Most businesses will have a strong customer relationship management system (CRM) that will store all customer and behavioral data. Unsurprisingly, the answers were return on investment, finding budget space, and enabling stakeholder buy-in.

ROI 370

ROI Return on Investment Social Media Survey 370

InMoment XI

DECEMBER 18, 2024

It ingests feedback from email, social media, and chat and integrates it with customer relationship management (CRM) data. What to Look for in Contact Center Automation Software Text and Speech Analytics Integrations Reporting Customizable Alerts The right contact center automation software boosts agent productivity and customer satisfaction.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

ECXO

JUNE 23, 2024

This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences. This could include CRM systems, customer success platforms, and even AI-driven tools that can predict customer behavior.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Experience Investigators by 360Connext

JANUARY 18, 2022

And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only.

How To 378

How To Customer Journeys Culture Training 378

Comm100

DECEMBER 2, 2021

This trend doesn’t appear to be slowing at all, with Forrester predicting in a new report , that banks will spend big on technology in 2022. With CRM integration, live chat also enables financial services organizations to pull additional CRM data to the agent console – from loan history to mortgage status.

Financial 244

Financial Trends Customer Experience Omni-Channel 244

Calabrio

JULY 28, 2020

The centers use Avaya Chat, LiveAgent CRM, Salesforce ticketing systems, a custom-built ticketing system, and ServiceNow. The technology used by the company includes Calabrio Teleopti WFM, computer telephony integration (CTI), Twilio Reporting, Ytica CRM, and Salesforce.

Net Promoter Score 200

Net Promoter Score Contact Center CRM Resources 200

InMoment XI

AUGUST 6, 2024

Reporting Effective reporting is critical for customer experience dashboards. Reports can be customized to focus on particular metrics, timeframes, or customer segments, and are often shared with stakeholders across the organization.

Customer Experience 221

Customer Experience Net Promoter Score How To Effort Score 221

eglobalis

JULY 31, 2024

Analytics and Reporting Tools Solutions like Google Analytics, HubSpot, and (Salesforce)Tableau among others provide in-depth insights into marketing performance across various channels. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 328

Customer Experience Social Media Analytics Chatbots 328

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. Reporting tools allow you to present these insights to stakeholders in a clear manner.

Tools 195

Tools Social Media Customer Experience Analysis 195

TechSee

JUNE 16, 2021

According to Gartner, two out of three employees reported having to exert too much effort when using company-provided technology. Report Regularly for Monitoring & Reinforcement. Maintaining complete transparency in reporting is key to making sure your employees are onboard and see the benefits of adoption.

ROI 251

ROI Case Study Strategy Wireless 251

GetFeedback

NOVEMBER 20, 2018

In fact, according to NewVoiceMedia’s 2018 report , poor customer service is costing businesses more than $9 billion a year. Integrating with your CRM and/or email provider makes it easy to automate survey distribution. And if you integrate surveys with your CRM , then you can avoid asking for information you already have.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Experience Investigators by 360Connext

AUGUST 17, 2021

We added the reminder into the CRM, and I also asked our team members to recommit to proactively alerting customers to any potential issues. Speaking of root cause analysis, these meetings are a good place to launch those evaluations and report back on results. Forecast: Time to look ahead.

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

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. Customer Relationship Management (CRM) Definition CRM helps businesses understand customer profiles to increase sales and revenue.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Experience Investigators by 360Connext

JANUARY 28, 2020

Several reports on the biggest CX Challenges (as ranked by CX professionals) include proving ROI and developing and maintaining executive-level CX understanding and commitment among their top three concerns. Leaders are busy , and they might not spend the time you’d like poring over your latest CRM report or NPS dashboard. .

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Lumoa

APRIL 28, 2024

They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting. Medallia is known for its robust analytics and reporting capabilities, providing in-depth insights into customer feedback and trends. That’s where customer experience platforms come in.

Self Service 195

Self Service Customer Journeys Feedback Multi-Channel 195

InMoment XI

FEBRUARY 2, 2024

With Hootsuite, you can track essential metrics like follower growth, post effectiveness, and engagement metrics; you can also generate customizable reports to assess the impact of your social media strategy. What Does the Reports Feature Do in Hootsuite Analytics? Getting insightful reports is quick and easy with Hootsuite Analytics.

Social Media 221

Social Media Brands Management Analytics 221

GetFeedback

OCTOBER 30, 2018

In fact, a recent Salesforce Research report notes that 80% of business buyers expect companies to respond and interact with them in real time. Responses are also disconnected from their CRM platform, making it impossible to take proper action. Response data is then readily available for action in Salesforce reports and dashboards.

Survey 103

Survey Feedback Omni-Channel Knowledge Base 103