Confirmit

JULY 7, 2017

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers.

White Paper 40

White Paper Contact Center Metrics Customer Relationships 40

Beyond Philosophy

MAY 14, 2015

More and more of your Customers believe access to self-service options is essential to their relationship with your business. Parature is a research and advisory firm specializing in communicating service-centric best practices. Do you know what your self-service options are like from a Customer’s perspective?

White Paper 160

White Paper 2014 2015 2012 160

GetFeedback

FEBRUARY 15, 2019

The customer lifecycle has been written about plenty, but when it comes to NPS segments, we suggest focusing on these 5 key groups. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Their feedback can inform strategy and customer communications.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Beyond Philosophy

AUGUST 17, 2015

Because experience and value delivery are so often multi-channel, even omni-channel, the consistency and reliability we’re discussing must, today, extend across all modes of communication and conveyance. Customers expect experience reliability and consistency, irrespective of channel. Michael Lowenstein, Ph.D.,

White Paper 100

White Paper Multi-Channel Hotels Banking 100

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. Dismissing the Human Factor.

2019 53

2019 Customer Experience White Paper Definition 53

Beyond Philosophy

SEPTEMBER 6, 2016

While much attention is given to learning what leverages customer retention, customer loyalty, positive customer relationships, and even customer risk and loss, there is little research around what causes a prospect to become, or not become, a first-time customer.

White Paper 74

White Paper Multi-Channel Consulting Customers 74

Beyond Philosophy

MARCH 3, 2016

Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S. Proactive, personalized – even anticipatory – service that exceeds expectations, two-way communication, and engagement help bond the customer to the supplier.

White Paper 60

White Paper 2007 Consulting Loyalty 60

8x8

JANUARY 3, 2018

Because without business transparency it is almost impossible to move the dial on customer experience! These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Communicate back office data to front office customer-facing personnel?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Because without business transparency it is almost impossible to move the dial on customer experience! These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Communicate back office data to front office customer-facing personnel?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Because without business transparency it is almost impossible to move the dial on customer experience! These metrics include data from contact center and customer relationship management (“CRM”) systems as these are primary customer touch-points. Communicate back office data to front office customer-facing personnel?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

Comm100

OCTOBER 8, 2016

For this reason, we’ve compiled a list of 15 customer retention strategies that can ease your pain and help you develop reliable, long-term customer loyalty. Relationship Marketing Strategies. Using good Relationship Marketing strategies will also help solidify their trust in you as an industry leader. White Papers.

Customer Retention 60

Customer Retention Loyalty Loyalty Programs Social Media 60

Comm100

APRIL 8, 2016

Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? White Paper] The Guide to Becoming a Top Performing Live Chat Operator.

Customer Service 43

Customer Service Social Media White Paper Call Center 43

LiveChat

JUNE 8, 2018

Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. Do not use jargon.

Communication 66

Communication Social Media B2C White Paper 66

Totango

SEPTEMBER 22, 2022

Customer success. Managing internal and external communications. Customizing customer service. Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. This can be anything from downloading a white paper to signing up for a trial. Data analysis. Salesforce.

White Paper 71

White Paper Advertising Sales Social Media 71

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

Amity

JANUARY 11, 2017

Can customers tell that their Customer Success Manager is there to advocate for them? Christoph: Most customers are excited that there is someone looking ahead for them. Customer Success has hugely improved our customer relationships. Finally, we look at the life cycle stages of the customer very closely.

Customer Success 99

Customer Success Customers White Paper Management 99

ENGAGE.cx

NOVEMBER 12, 2015

Companies that want to truly learn who their customers are in this new omnichannel world need to be collecting data on each and every customer touch point. The data needs to include who the customers are, their shopping behaviors, their likes and dislikes, and even their communications preferences. It’s How You Use It.

White Paper 59

White Paper Omnichannel Download Customers 59

CSM Magazine

FEBRUARY 14, 2017

By combining great CRM and contact centre infrastructure together, smart things can be done to enhance the customer experience. Customer relationship management (CRM) is a moving target of definitions and associations. Colin Hay explains. billion in 2017. About the Author.

Engagement 40

Engagement White Paper Net Promoter Score Definition 40

Comm100

NOVEMBER 15, 2017

First contact resolution is a necessary part of reducing customer effort and increasing customer satisfaction. According to TELUS International , a study conducted by Customer Relationship Metrics found that “CSAT (customer satisfaction) ratings will be 35%-45% lower when a second call is made for the same issue.”.

White Paper 45

White Paper Reference Social Media Download 45

Bold360

NOVEMBER 30, 2016

In other words, a customer or prospect may ask a question about a product via the company’s built-in chat function on its website or through third-party platforms like Facebook and Slack, where consumers are increasingly engaging brands. What’s more, failing to get it right has detrimental effects on the customer experience.

Definition 104

Definition ROI White Paper 2016 104

Amity

FEBRUARY 10, 2017

To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. How is the Customer Success team structured at Oracle Marketing Cloud and has that evolved over the past years? You don’t get there simply by producing good software.

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

SmartKarrot

JULY 19, 2023

Intelligent systems can help in scenarios where all customers seem alike, the system can flag customers that have open escalations, had least communication in past week or so, have drop in product usage or utilizations, and others. Revenue Intelligence Revenue intelligence is the backbone of any business.

White Paper 10

White Paper Customer Success Financial Technology 10