InMoment XI

JANUARY 9, 2024

The B2B customer experience is a crucial aspect of building and maintaining successful and long-lasting relationships in the business world. Organizations that strategically allocate their resources to strengthen their customer experience focus stand to gain an edge over the competition. Customer relationships.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

ECXO

SEPTEMBER 30, 2024

Harmonizing Success: How Sales Teams Can Collaborate with Internal Teams to Enhance Customer Experience The ongoing conflict between sales teams and internal departments can really mess up the customer experience, leading to mixed-up interactions and disappointed expectations.

Sales 156

Sales Customer Experience Innovation Culture 156

InMoment XI

FEBRUARY 3, 2025

Businesses can use this rich data to inform their decision-making, refine their marketing strategies, and balance resource allocation in response to hard numbersnot just vibes. Along the same lines, businesses can make more informed decisions about resource allocation.

Social Media 195

Social Media Call Center Multi-Channel Advertising 195

Gainsight

JANUARY 4, 2021

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Launching Customer Success. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

Kayako

AUGUST 12, 2022

The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

InMoment XI

NOVEMBER 18, 2024

Informed Marketing Decisions Analyzing customer behavior allows you to craft more effective marketing strategies. Customer behavior data reveals which campaigns, channels, and messaging resonate most with different customer segments. This enables marketers to focus their resources where they’ll have the highest impact.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

GetFeedback

DECEMBER 21, 2018

Great customer experience is a major competitive advantage that drives new sales—and it’s predicted to overtake price and product as the primary brand differentiator for B2B sales by 2020. Customer retention statistics: More than 6 in 10 U.S. Set and measure customer expectations. American Express ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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.

Data 195

Data Touchpoint Effort Score Chatbots 195

Comm100

NOVEMBER 15, 2022

Grow customer base. The number one benefit of integrating digital channels into a contact centre platform is the ability to grow its customer base. This significantly increases their addressable market through an expanded product offering that meets customer service needs. Increase deal size. Next steps.

Omni-Channel 246

Omni-Channel Chatbots Social Media Software 246

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams.

Sales 100

Sales Metrics Customer Success Call Recording 100

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 128

Sales Multi-Channel Metrics Feedback 128

InMoment XI

FEBRUARY 23, 2024

It’s crucial that brands understand the experiences they provide and whether or not they satisfy the needs of customers, employees, and beyond. Every business should know the ins and outs of how their marketing, advertising, and sales team measure up. Effective market segmentation is critical to that goal. What Is Market Segmentation?

Marketing 195

Marketing Customer Experience Return on Investment Analysis 195

InMoment XI

FEBRUARY 13, 2024

Consider a cosmetics company that aims to develop new skincare products tailored to the specific needs and preferences of different age groups within its customer base. By using stratified sampling, this company ensures that its market research is comprehensive and representative of its diverse customer base.

Customer Experience 195

Customer Experience Groups Resources Customers 195

BirdEye

JULY 3, 2023

Affiliate marketing is when a business engages with an influencer or publisher to generate more sales using its already established network. The affiliate links track the conversion and sales from one website to the next. This makes it difficult to forecast revenue if your business is relying on the affiliate marketer to make sales.

Sales 98

Sales Marketing Social Media Video 98

Customer Bliss

JUNE 8, 2020

. “The great news is that HubSpot was already aligned in unifying all customer facing functions—creating a Flywheel team and hiring a CCO was part of the transition we’re undergoing, so our leadership is already aligned there. We’ll continue to assess what measures are appropriate to support our customer base over the next few months.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

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. The baton gets passed to Professional Services and Customer Success. Its a moment of celebration. But now what?

CRM 52

CRM Customer Journeys Sales Customer relationships 52

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 195

e-support Healthcare Multi-Channel Call Center 195

Beyond Philosophy

FEBRUARY 10, 2020

Treating your customers well and giving them what they want is at the heart of every sales manager’s action and marketing department’s message. . Therefore, if you dedicated a resource to fostering growth, you expect that you will get the results you invested in it to get it. . Customer Driven-Growth.

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Gainsight

MARCH 19, 2025

Chief Revenue Officers (CROs) who fail to leverage Customer Success (CS) as a revenue engine are potentially leaving millions on the table. Resources are reserved for tools and tactics proven to move the needle. Both teams working together can create a roadmap for how a small customer can grow over 6, 12, and 18 months.

Self Service 52

Self Service Strategy Roadmap Sales 52

InMoment XI

JULY 1, 2024

This foresight enables businesses to proactively address issues before they become problems, optimize resource allocation, and improve overall performance. Predict Behavior and CLV More and more retail brands are deploying predictive analytics software to forecast customer behavior and monitor market trends. Prioritize sales efforts.

Analytics 195

Analytics Data Effort Score Social Media 195

Comm100

JUNE 8, 2021

As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. Route chats to the right agent or resource.

Chatbots 159

Chatbots Resources Consumers Wait Times 159

Retently

MARCH 17, 2025

hours due to high ticket volume after Black Friday sales. Final Thoughts: Turning Data into Action A Performance Matrix isnt just about tracking numbers but making data-driven decisions that improve customer experience and help support teams succeed. more shipping issues during holiday sales). Spot seasonal patterns (e.g.,

Report 90

Report How To Effort Score NPS 90

Thematic

MARCH 30, 2025

REALITY: Different customers have different goals, behaviors, and frustrations. Treating them the same leads to missed opportunities and inefficient resource use. A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group.

Customer Insights 62

Customer Insights Data Analytics How To 62

InMoment XI

OCTOBER 4, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Customer Experience Management (CXM) is the set of processes that aims to deliver that positive experience to your customers at each step of their journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ChurnZero

OCTOBER 10, 2024

What can CS leaders do to influence their own leadership towards shorter purchasing timelines, more customer success budget, and better staff support? We need a framework that promotes operational excellence in CS, so we have the resources in place to prove value quickly, while still delivering on that value-driven journey for our customers.

Customer Success 52

Customer Success Leadership Study Metrics 52

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Do employees have the tools and resources to do their job well? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit. Do employees have the tools and resources to do their job well? Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156

Comm100

JUNE 8, 2021

As a small business, it can seem difficult or even impossible to reach the same level of customer service & support as bigger brands. Organizations with greater resources are recognizing the impact of customer service on the bottom line, and so are investing heavily into it. Route chats to the right agent or resource .

Chatbots 146

Chatbots Resources Consumers Wait Times 146

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times.

NPS 194

NPS Measurement Effort Score Customer Experience 194

Vonage

MARCH 26, 2018

It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least. And despite the critical work they do, they’re often strapped for resources. But no company will see success without a frontline team that keeps its customers on track.

Roadmap 163

Roadmap eBook Course Policies 163

CSM Magazine

OCTOBER 30, 2024

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. Pressure for rapid growth and returns.

Customer Service 52

Customer Service Government Competitive Advantage Financial 52

Comm100

JUNE 15, 2022

With the common questions handled by a chatbot, agents can make better use of their time by giving more attention to complex issues, creating new support resources, or even improving the chatbot’s response capability. In 2019 however, they launched a new customer-facing product, which meant a huge increase in their customer base.

Chatbots 246

Chatbots Industry Customer Service Wait Times 246

TechSee

APRIL 3, 2018

Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. With Accenture reporting that 77% of consumers are no longer loyal to any particular brand, companies must work harder than ever to retain their customer base.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

Comm100

AUGUST 8, 2023

By asking pertinent questions, chatbots can qualify leads, saving time and resources. Also, by delivering personalized content, they can more effectively nurture leads through the sales funnel. Insightful Customer Analytics Chatbots can gather vast amounts of data from customer interactions.

Chatbots 166

Chatbots Omni-Channel Social Media Interaction 166

Comm100

JUNE 8, 2021

24/7 support is becoming commonplace among well-resourced teams. Automation is too, passing off routine and repetitive tasks to technology like chatbots so agents have more time to spend on complex or high-value tasks, improving customer experience. . Route chats to the right agent or resource. It’s just too expensive.

Chatbots 130

Chatbots Resources Consumers Connections 130