inQuba

MARCH 12, 2025

In today’s competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention.

ROI 52

ROI Customer Retention Connections Measurement 52

InMoment XI

OCTOBER 18, 2023

Apply The Art of Integrated CX Strongest Signals: Comprehensive Data Collection The first step towards delivering an omnichannel customer experience is to gather customer experience data from every conceivable source. That means capturing insights from every touchpoint and channel.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

Optimove

DECEMBER 24, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Journey pruning is key to creating more effective, personalized marketing campaigns that maximize customer engagement and Return on Investment (ROI.) Imagine taking hundreds of customers down a journey that kills a customer relationship.

Return on Investment 52

Return on Investment ROI Customer Journeys Resources 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

So… Is customer experience worth it? Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment. BUT the question is flawed — customer experience happens whether you’re intentional about it or not.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer relationships Customer Journeys 52

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. It’s been hard to contact customers by phone since offices are closed.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

Consumers 111

Consumers Survey Brands Marketing 111

TechSee

SEPTEMBER 26, 2024

For enterprise leaders looking to optimize their customer service operations, the return on investment (ROI) of Agentic AI is undeniable. By implementing Agentic AI, businesses can reduce costs, increase customer satisfaction, and enhance employee productivity—all while driving long-term growth.

ROI 124

ROI Strategy Average Handle Time Net Promoter Score 124

Alida

NOVEMBER 8, 2017

She was amazing; she listened, was empathic, really wanted to help and was invested . I realized a healthy, ethical, productive relationship could flourish between a vendor and customer. I was determined to change the vendor-customer relationship one company at a time—although it was quite the lofty goal.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ChurnZero

MARCH 4, 2021

“We expect Customer Success to gain even more strength as a department as a result of this increased attention on the customer and revenue retention, and we are steadfast in providing our customers with a strong return on investment.”. ChurnZero is headquartered in Washington, D.C.

Return on Investment 98

Return on Investment Software Customer Success Touchpoint 98

One Millimeter Mindset

DECEMBER 19, 2018

No matter what your current role within the organization, stop trying to fit customers into a fiscal calendar year cycle. It is simply too short-sighted for any worthwhile return on investment to happen. However, expanding the business year into 18, 30-day segments challenges how you think about customer relationships.

Customer Retention 73

Customer Retention Strategy Return on Investment Sales 73

BirdEye

NOVEMBER 7, 2023

Reach out to your customers with Birdeye Messaging In this digital-first era, customers prefer seamless interactions with businesses they love, no matter what platform they use. Birdeye Messaging ensures you’re there for your customers, engaging with them on various channels from a single inbox.

How To 116

How To Social Media Communication ROI 116

BirdEye

APRIL 24, 2023

This enables businesses to optimize their efforts and achieve a better return on investment (ROI) compared to traditional marketing methods. Sales cycle: B2B usually has a longer sales cycle involving multiple touchpoints, as purchasing decisions are more complex and require approval. Why is digital marketing important?

Marketing 93

Marketing Social Media B2C Advertising 93

Optimove

JUNE 19, 2024

It is important as it enables brands to seamlessly tailor personalized experiences across multiple touchpoints and channels. It helps brands nurture trust and loyalty and build long-lasting, healthy customer relationships. It helps brands visualize customers’ paths to meet their wants and needs.

Customer Journeys 52

Customer Journeys Touchpoint Multi-Channel ROI 52

BirdEye

APRIL 7, 2023

Some standard marketing KPI examples are leads, revenue, return on investment, etc. It is also possible that a lead had more than one touchpoint before becoming a customer. If that is the case for your business, make sure to use a tool that can measure multi-touchpoint revenue attribution.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

ChurnZero

AUGUST 13, 2021

How to optimize customer retention with a comprehensive Customer Success tech stack. How to drive revenue by combining customer data across all touchpoints. Speakers: Anika Zubair , VP of Customer Success, inSided. Q: How should you make a business case to purchase Customer Success tools? Q&A Recap.

Customer Success 98

Customer Success Effort Score Self Service Tools 98

SurveySensum

AUGUST 26, 2020

To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. . Zappos is obsessed with its customers.

ROI 98

ROI Effort Score e-support Metrics 98

NobelBiz

FEBRUARY 14, 2023

Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue. Encourage a culture of transparency and open communication to help improve customer relationships.

Contact Center 52

Contact Center CRM Measurement Strategy 52

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. Consistently low onboarding ratings might indicate a need to optimize the onboarding process. 2. Average Time to First Value.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

LiveChat

OCTOBER 31, 2019

Here are some essential automation strategies and technologies for delivering an outstanding customer experience: 1. Marketing automation technologies allow you to deliver a highly personalized experience to customers across all touchpoints affordably. Marketing automation. Automation doesn’t have to mean robotic.

Loyalty 57

Loyalty Omni-Channel Strategy Call Center 57

ProProfs Chat

JULY 21, 2020

The lifecycle of a customer encompasses every interaction, right from the point they are introduced to your brand to the point when they turn into brand advocates. As a brand that has embarked on a long journey, you can’t afford to take any touchpoint lightly. Now, there is no single reason for customer attrition.

Management 52

Management Loyalty Programs Competitive Advantage Loyalty 52

NobelBiz

MAY 21, 2024

Data Entry and CRM Integration : Agents enter call outcomes and relevant customer information into a CRM (Customer Relationship Management) system. This helps in tracking progress, managing follow-ups, and updating customer records.

Call Center 52

Call Center Contact Center Effort Score Average Handle Time 52

Thunderhead

FEBRUARY 8, 2019

Conversely, trusted brands are rewarded: Edelman’s research shows that high-trust companies outperform rivals in their sector: over the course of 2018, 31 highly trusted US companies provided a 5% higher return on investment than the sector average.

Return on Investment 40

Return on Investment Exercises Brands Government 40

Think Customers

JULY 25, 2024

Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction.

Metrics 40

Metrics Analysis Feedback NPS 40

Happy or Not

DECEMBER 7, 2023

Analytics provide the tools to analyze patterns and potential pain points at each touchpoint, all day, everyday, helping you to pinpoint where improvements are needed and adapt accordingly. Conclusion Whether from buyers or non-buyers, customer feedback is a pivotal asset for businesses in today’s competitive landscape.

Feedback 36

Feedback How To Social Media Multi-Channel 36

Gainsight

NOVEMBER 18, 2019

So, with 2020 around the corner, many business leaders and customer success practitioners are considering how to raise their game in the New Year. And, just like your customer relationships never stay static, nor should your approach and commitment to customer success. . Now that’s buy-in! .

B2B 8

B2B Return on Investment Customer Success Feedback 8

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback.

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

ChurnZero

AUGUST 13, 2021

How to optimize customer retention with a comprehensive Customer Success tech stack. How to drive revenue by combining customer data across all touchpoints. Speakers: Anika Zubair , VP of Customer Success, inSided. Q: How should you make a business case to purchase Customer Success tools? Q&A Recap.

Customer Success 52

Customer Success Effort Score Self Service Tools 52

SmartKarrot

JULY 8, 2022

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite. Take the lead on the US customer portfolio and services operations.

Customer Success 19

Customer Success Return on Investment Insurance Government 19

Currency Alliance

NOVEMBER 17, 2020

We also tend to trust companies less and are overwhelmed with information coming at us via multiple channels – 24/7 – so deploying solutions that help customers save time is key across every touchpoint. Continued evolution to being truly customer-centric. The underlying needs of most customers have not changed.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

SmartKarrot

APRIL 18, 2022

Deliver a proactive customer strategy to drive merchant adoption, satisfaction, and revenue growth. Understand merchant value drivers, and report out on return on investment based on those drivers. Monitor customer health to track usage and overall customer satisfaction.

Customer Success 19

Customer Success Multi-Channel e-support Advertising 19

Qualtrics

OCTOBER 28, 2020

Know your customers on a deeper level and improve your business sales growth and bottom-line with customer intelligence. What is customer intelligence? Customer data is information about a customer’s activity that happened at a specific time and customer journey touchpoint. Act on insights.

Multi-Channel 34

Multi-Channel Social Media Analysis e-support 34

Fox Metrics

JANUARY 27, 2021

The CDP will collate these data, organize and unify it all to a more understandable customer profile accessible to other systems. The data from CDP can allow the company better segment their customers and create more personalized marketing campaigns. Uses Of Customer Data Platforms. What a CDP isn’t.

Data 52

Data Advertising Multi-Channel Analytics 52

SmartKarrot

APRIL 23, 2020

Customer Success vs Customer Experience: The Difference Between the Journey and the Destination : Customer experience concentrates on touchpoints, while customer success focuses on the end game.

Customer Success 10

Customer Success Customer Experience Effort Score Net Promoter Score 10

SmartKarrot

APRIL 21, 2022

Chuck Robbins, the Chair and CEO (Chief Executive Officer) of CISCO has a prominent role in promoting customer-centricity. The focus of Cisco is now on improving customer experience at every touchpoint. The need for a customer-centric executive team in a B2B SaaS organization has grown with the COVID-19 pandemic.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Chuck Robbins, the Chair and CEO (Chief Executive Officer) of CISCO has a prominent role in promoting customer-centricity. The focus of Cisco is now on improving customer experience at every touchpoint. The need for a customer-centric executive team in a B2B SaaS organization has grown with the COVID-19 pandemic.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10