CSM Magazine

MARCH 25, 2024

.” Draft My Email is just the beginning of what we envision for BigChange AI, and we’re thrilled to be leading the charge towards a more efficient, connected future.” BigChange employs over 220 people and is recognised as an outstanding employer with a 2 Star Accreditation from Best Companies.

2013 52

2013 2018 Customer Relationship Management 2020 52

Beyond Philosophy

JANUARY 4, 2022

She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” Some types of industries buy into the customer relationship concept more than others. My global Customer Experience consultancy did some work with a water utility in the U.K.,

Customer Relationships 88

Customer Relationships Net Promoter Score Consulting Culture 88

CSM Magazine

MARCH 14, 2024

Using the BigChange job management system, which incorporates a tools mobile workforce app , customer relationship management (CRM), job scheduling , live tracking , financial management , and business intelligence in one system, Green Spark has embraced technology to support sustainable business growth.

Management 52

Management E-support 2018 2013 52

CSM Magazine

JULY 17, 2023

The new Analytics Dashboards are part of the BigChange job management system which incorporates a mobile workforce app , customer relationship management (CRM, job scheduling , live tracking , financial management and business intelligence.

2013 52

2013 2018 Customer Relationship Management 2020 52

InMoment XI

JULY 12, 2023

Mapping the customer journey enables companies to proactively address customer needs and provide solutions at every step, meaning that you are being intentional with all of your resources and data. Implementing Effective Communication Channels When people connect with your brand, how do they contact you?

Customer Experience 260

Customer Experience Social Media Touchpoint Net Promoter Score 260

CSM Magazine

SEPTEMBER 6, 2023

Used by facilities management companies, electrical contractors, heating engineers and plant hire firms, BigChange is increasingly being used by companies to make the switch from paper to digital working. ” The new Customer Dashboard is part of the BigChange job management system which incorporates a mobile workforce app.,

2013 52

2013 2018 Customer Relationship Management Books 52

CSM Magazine

SEPTEMBER 21, 2023

. “We have all but eliminated paper from our mobile operation and this has improved the speed with which we can react to changing schedules, the quality of the service we provide to our customers and the efficiency of engineers working on the ground.” Now everything is digital.

Management 59

Management 2018 2013 Customer Relationship Management 59

CSM Magazine

NOVEMBER 30, 2023

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange. It has launched new regional management operations in the East Midlands and Oxfordshire area and has seen a vast improvement in efficiency.

2011 52

2011 2018 2013 Customer Relationship Management 52

CSM Magazine

AUGUST 7, 2023

The Network allows Crucial to connect with sub-contractors nationwide who also use BigChange, ensuring consistent procedures, reporting, performance and service KPIs. “I was literally loading jobs onto the system in the morning, doing the work during the day, and completing reports and invoicing while I ate my dinner.

Management 52

Management 2018 2013 Customer Relationship Management 52

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. Is your business ready to take its customer relationship management to the next level?

Customer Success 146

Customer Success Management Net Promoter Score Feedback 146

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. At Totango, we’ve seen this integrated approach to customer data strengthen collaboration across the enterprise.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

Steve DiGioia

MAY 1, 2023

This includes hiring and training staff to deliver the desired level of service, developing and implementing customer service protocols and procedures, and investing in customer relationship management systems to track and manage customer interactions.

Loyalty Programs 64

Loyalty Programs Social Media Loyalty Innovation 64

Oracle

JANUARY 24, 2018

Customer Relationship Management, or CRM software, has come a long way since its beginnings in the 70s and 80s. It continues to evolve to incorporate new technology, features, and innovations to help organizations build and nurture personalized customer relationships. Artificial intelligence.

2018 111

2018 Customer Relationship Management Innovation Customer Relationships 111

CSM Magazine

JULY 6, 2022

Using the cloud-based BigChange solution, Envirocare has boosted customer service with improved access to and sharing of time critical or site sensitive information. Envirocare has received 11 consecutive RoSPA Gold Awards for health and safety and prides itself on the quality of care it delivers.

2013 59

2013 2018 Customer Relationship Management 2020 59

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Magellan Solutions

FEBRUARY 20, 2024

Seasoned chat agents resolve complaints, convert prospects, and build customer relationships during critical buying moments. Shopify By introducing Shopify Chat, Shopify revolutionized how online retailers connect with customers. Outcome: Improved customer satisfaction and increased sales conversions.

Customer Satisfaction 52

Customer Satisfaction Loyalty ROI Technology 52

CSM Magazine

APRIL 14, 2023

CDC Draincare has expanded significantly since introducing new technology from BigChange that wirelessly connects field service engineers to a centralised management system. ” CDC Draincare multi-skilled engineers are equipped with mobile devices running a BigChange app that synchronises in real-time with the office.

Wireless 52

Wireless 2018 Customer Relationship Management 2013 52

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them. Track purchase history, support requests, and even website browsing patterns.

Customer Service 52

Customer Service Customer Relationship Management Customers User Experience 52

ShepHyken

OCTOBER 27, 2023

If you want to go all out, also consider offering relaxation areas or other dedicated spaces for stretching or meditation to enhance the overall comfort of your customers. Offer Reliable and Fast Internet Connectivity In today’s digital age, a fast and reliable internet connection is critical for any quality workspace.

Customer Experience 58

Customer Experience Workshop Sports Innovation 58

InMoment XI

JANUARY 17, 2024

Operational metrics: Monitoring and managing metrics such as check-in/check-out times, room cleanliness, and service response times should help you identify areas where operational efficiency can enhance the overall guest experience. This includes pre-booking research, booking processes, on-site experiences, and post-stay interactions.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

CSM Magazine

DECEMBER 2, 2021

BigChange brings together customer relationship management (CRM) , job scheduling , live tracking , field resource management , financial management , and business intelligence into one simple to use and easy to integrate platform.

Technology 52

Technology 2018 2013 Customer Relationship Management 52

CSM Magazine

MAY 3, 2023

The role will see him expand the organisation’s footprint and customer base across Denmark, Sweden, Norway, Finland and Iceland. The Group, which includes ‘makepositive’, delivers solutions and services that seamlessly combine digital and human interactions to support outstanding customer experiences.

Consulting 52

Consulting Customer Relationship Management Technology Presentation 52

CSM Magazine

NOVEMBER 2, 2021

BigChange is a complete job management platform bringing together customer relationship management (CRM) , job scheduling , live tracking , field resource management , financial management , and online portal into one simple to use and easy to integrate platform. “It’s also made business expansion very easy.

Competitive Advantage 52

Competitive Advantage 2018 2013 Customer Relationship Management 52

Beyond Philosophy

NOVEMBER 30, 2023

Starting with… Help People Realize How Their Role Affects The Customer Many people in the organization who do not work with customers might need help with this connection. Recognize How Finance Affects the Customer Experience This connection becomes evident once you remember who controls the budgets.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

ijgolding

APRIL 9, 2020

To start with, the answer partly lies in Customer Relationship Management (CRM). A well applied CRM centralises all the data related to prospects and customers onto a single platform, enabling companies to record, track and act on customer interactions. Technology to the rescue…. All-in-one CX solution.

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

Kustomer

NOVEMBER 15, 2021

As life has become anchored in and around the immediate environment of the home, the desire for human and personalized connection has increased. So how can a brand up the ante and provide personalized, connected experiences in a virtual space? Evolving Customer Solutions. CRM and Customer Retention. Let’s take a look.

E Commerce 59

E Commerce Brands E-support Customer Experience 59

CSM Magazine

AUGUST 23, 2023

Mortgage customer relationship management (CRM) software is essential for any mortgage company looking to manage its leads and clients effectively. This blog post will explore some of the latest and most innovative features of modern mortgage CRM software.

Document 52

Document Return on Investment Social Media Customer Relationship Management 52

Bill Quiseng

MAY 8, 2017

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Remember, customer information is constantly changing. About the Author.

2006 98

2006 2009 2017 2011 98

Oracle

JANUARY 28, 2021

Customer Relationship Management Conference (CRMC): Reconnecting the World of Retail. Oracle Live: Quarterly Update on Innovations for Advertising and CX. Design and Innovation: CXO Virtual Exchange. Field Service Connect: The Invite-Only Virtual Event for Leaders in Customer Success, Service & Support.

Events 76

Events 2021 Customer Experience B2B 76

CSM Practice

MARCH 1, 2021

Peled shared how Salesforce transformed its traditional way of navigating customer relationship management into an unconventional yet innovative one. He tackled how Salesforce delivered a robust framework, which they converted as a tool to become more a customer-centric organization.

Customer Success 52

Customer Success Chief Customer Officer Customer Relationship Management Customer Relationships 52

Magellan Solutions

APRIL 4, 2024

Instead of navigating through maze-like phone menus or waiting for an email response, you can simply click on the chat button and boom—instantly connected with a friendly live chat agent, ready to lend a helping hand. But these agents aren’t just ordinary customer service representatives. But that’s not all!

2024 52

2024 Exceptional Customer Service Competitive Advantage Customer Satisfaction 52

Upstream Works

JANUARY 12, 2022

Customer interactions aren’t what they used to be, and if you’re wondering whether your contact center operations are meeting expectations or if it’s time to innovate, keep reading. If this scenario is familiar, it’s time to innovate and modernize. Failure to Meet Customer Expectations.

Contact Center 78

Contact Center Omnichannel Touchpoint Innovation 78

Magellan Solutions

JULY 11, 2023

Today, we will unveil techniques to improve customer experiences through BPO. It comprises essential elements like service quality, convenience, personalization, and emotional connections. SMEs can establish solid customer relationships and promote success by creating unforgettable customer experiences.

Customer Experience 75

Customer Experience Net Promoter Score E-support Customer Satisfaction 75

Call Experts

APRIL 8, 2024

Practical Tips for Exceptional Call Handling Putting the following practical tips in place can enhance your call-handling skills and create a lasting impression on your customers. Feedback Loops: Encourage agents to provide feedback on common customer issues and suggestions for process improvements.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

SurveySparrow

AUGUST 14, 2023

Here are some compelling reasons why CX improvement should be a top priority: Customer Loyalty and Retention: Imagine customers coming back for more, sticking with your brand through thick and thin. Exceptional experiences build loyal connections that stand the test of time.

Customer Experience 52

Customer Experience Social Media Net Promoter Score Loyalty 52

Kustomer

JUNE 27, 2022

Spanning multiple channels, across both brick-and-click locations, customers want immediate answers to product questions, swift resolution to their problems, and personalized brand interactions. Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain.

2022 98

2022 Customer Service E Commerce E-support 98