ViiBE Blog

AUGUST 17, 2021

Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers? What's the meaning of customer experience management (CEM)? CEM can sustainably turn your customers into brand ambassadors.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

CloudCherry

MARCH 19, 2019

In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. A stronger CEM program can reduce unnecessary costs for the business. In other words – through delivering a well-executed customer experience.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

SuiteCX

MARCH 15, 2019

SuiteCX was also identified as a Leader in the Aragon Research Tech Spectrum for Customer Journey Mapping, 2019. The Aragon Research Tech Spectrum for Customer Journey Mapping, 2019 evaluated twenty-seven major providers in this emerging market. SuiteCX was identified in Forrester’s Wave. View the Research.

CEM 40

CEM Customer Journey Mapping Automotive 2019 40

Beyond Philosophy

MARCH 12, 2015

So fixing the Customer journey from a process level is a no-brainer and easy to sell to the C-Suite. Controlling how Customers feel in your process seems like an effort in futility and hard to assign value to at a corporate level. Most companies know how to fix a process, optimizing it for maximum efficiency and profitability.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Toolset Synergies.

CEM 109

CEM Customer Journey Insights Sales 109

CloudCherry

AUGUST 9, 2018

This is the importance of delivering an end to end customer experience: a fine line between what a customer expects from your company and the actual experience they received throughout the customer journey, with all its ups and downs. Pillar #2: Companies must gain a 360 degree view of the customer.

Customer Experience Management 150

Customer Experience Management Customer Journey Mapping Customer Experience Management 150

Call Experts

JULY 28, 2022

Ultimately, analytics tell a story of your customer journey while helping reduce agent frustration and the costs of running a contact center. Superior Customer Engagement. A contact center can offer superior customer engagement benefits especially when designed with the latest technology. . Contact us.

Contact Center 52

Contact Center Call Center Customer Satisfaction Exceptional Customer Service 52

Lumoa

FEBRUARY 9, 2023

Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. We’re moving towards a personalized omnichannel experience in B2B customer journeys. B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Gainsight

JANUARY 11, 2024

.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. How are CSMs and CEMs the same? How are CSMs and CEMs the same?

CEM 52

CEM Management Customer Success Customers 52

CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

SurveySparrow

JULY 23, 2023

Let’s open the stage with a quote from Bill Gates, “Your most unhappy customers are your greatest source of learning.” ” This quote beautifully captures the essence of Customer Experience Management (CEM). Explore the Fabulous 10 CEM Tools 1. Pricing : Custom pricing.

Customer Experience Management 52

Customer Experience Management 2023 CEM Customer Experience 52

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

SmartKarrot

JUNE 29, 2022

Enterprise customer experience is not just another buzzword. It represents a crucial customer journey for enterprises, now more than ever. If you are not using a customer experience management (CEM) platform, you are missing out on a wealth of information and opportunities to improve your customer experience.

Customer Experience 11

Customer Experience Social Media CEM B2B 11

ENGAGE.cx

JULY 23, 2015

Today’s customer is “always on”, they are both empowered and fluid with their touchpoints creating a tremendous new pressure for your business. These growing challenges in customer engagement continue to illuminate the need for a better way to manage customer relationships.

B2C 67

B2C Technology B2B Touchpoint 67

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . You probably have heard the term “Customer Journey,” or “Journey Maps.”

Communication 40

Communication Net Promoter Score Document CEM 40

Ecrion

APRIL 19, 2018

The topics discussed are meant to shed light on how Ecrion can help your business overcome any problems it might have with Customer Communications Management (CCM), Customer Engagement Management (CEM), or Customer Experience (CX). . You probably have heard the term “Customer Journey,” or “Journey Maps.”

Communication 40

Communication Net Promoter Score Document CEM 40

GetFeedback

MAY 23, 2019

If you use a Customer Engagement Tool (CEM), you can often directly link a response to an assignable action. For example, if a particular account has two or more Detractors or has an unsatisfactory experience, send an action to the CEM which will assign it to their account manager or success manager to follow up.

NPS 308

NPS Net Promoter Score CEM Metrics 308

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. We brought the industry’s first customer engagement hub to market. These are: Customer Journey Optimization. Real Time Web Engage.

2015 97

2015 Multi-Channel 2014 CEM 97

Retently

JULY 11, 2018

Customer experience management ( CEM ) is also another way to refer to this methodology. The topic is, thus, entering a new chapter with NPS2, becoming a driver of innovations for customer experience and getting more adjusted to the current market scene. In fact, most uses of NPS® nowadays directly refer to NPS2. What Is NPS2?

NPS 72

NPS Net Promoter Score CEM Social Media 72

SurveySensum

JANUARY 27, 2022

Choose the right customer experience software to create long-lasting connections with your customers! Gather valuable feedback, analyze them, and act on time to improve customer engagement and experience with SurveySensum’s powerful customer experience software. What is Customer Experience software?

Customer Experience 59

Customer Experience CEM Touchpoint NPS 59

delighted

JULY 19, 2019

Further reading and resources: What is Digital Customer Experience? E-Book: Rising to the top with digital customer experience. Customer Experience Management (CEM or CXM). A company’s ability to continually deliver improved customer experiences has a dramatic effect on the entire sales cycle.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. B2B Customer Experience Management Examples.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

SurveySparrow

OCTOBER 25, 2019

Every entrepreneur is fostering customer-centric tech in their organization. CEM tools are part of every business that desires growth. Here’s how you benefit: Improve the omnichannel experience for your customers. Better customer engagement. Want to know more about customer-centric technology?

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized.

Customer Experience Management 45

Customer Experience Management Management Customer Experience Multi-Channel 45

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized.

Customer Experience Management 40

Customer Experience Management Management Customer Experience Multi-Channel 40

Beyond Philosophy

DECEMBER 23, 2015

So, another skillset component of the CCO should be to both engage employees in customer-related programs, and effectively form and lead cross-functional project teams. Customer Journey Management and Lifecycle Strategic Consultation.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Ecrion

OCTOBER 14, 2019

We enable providers to harness that power, and grow with an engaged, loyal customer base at their side. So, What is Customer Experience Automation? Many software companies offer solutions for Customer Experience (CX) and/or Customer Experience Management (CEM, CXM). These terms are confusing and very broad.

Customer Experience 49

Customer Experience CEM Customer Journey Mapping Customer Journey 49