eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? As a pioneer in knowledge-powered customer engagement, eGain has always kept track of developments in knowledge management and information management.

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2021 Connections Workshop Innovation 93

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. Green Spark introduced the BigChange job management system to improve the flow of information between field staff, using the mobile app, and the back-office.

Management 52

Management E-support 2018 2013 52

CSM Magazine

FEBRUARY 29, 2024

Use customer segmentation: Segment your customers based on their demographics, behavior, and preferences. Implement a CRM system: Implement a customer relationship management (CRM) system to track customer interactions across different channels.

Omnichannel 52

Omnichannel Connections Loyalty Programs Social Media 52

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. It’s time to make your case.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CSM Magazine

SEPTEMBER 21, 2023

Angloco, the manufacturer of fire fighting and rescue vehicles and equipment, is using a cloud-based job management system and mobile app to support growth. By replacing paper worksheets and job cards with end-to-end digital workflows, Angloco has greatly reduced the time and resource taken to manage its rapidly expanding service team.

Management 59

Management 2018 2013 Customer Relationship Management 59

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “Using BigChange we have had the working practices and management structure of a much bigger company from the start.

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Management 2018 2013 Customer Relationship Management 52

SmartKarrot

NOVEMBER 20, 2020

Evolving times have led the CRM (customer relationship management) system to boost up from a mere tool to an all-in-all contact management software. Here are enlisted top 10 customer relationship management trends to watch out for 2021. Hail the Customer Self-Service .

Customer Relationship Management 10

Customer Relationship Management Customer Relationships 2021 Management 10

CSM Magazine

MARCH 25, 2024

“Draft My Email is an AI-powered assistant that generates messages and is expected to transform how people manage their emails,” says Jonathan Isaacs, Product Marketing Manager at BigChange. “We see it a big time-saver especially for users who have to respond to frequent incoming emails.

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2013 2018 Customer Relationship Management 2020 52

Kustomer

JULY 18, 2022

The benefits of upgraded customer relationship management (CRM) software are immeasurable. The time, money and effort saved for both agents and customers is notable. Eighty-one percent of consumers under the age of 35 have used chatbots and we anticipate that number to continue rising.

Connections 98

Connections Multi-Channel Social Media Measurement 98

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

InMoment XI

MARCH 26, 2024

Reviews support your brand reputation management strategy. A stream of 5-star reviews from customers helps showcase the best that your brand has to offer. Feel free to customize the templates so that they align with your branding and communication style. This makes it easy to target the right customers with review requests.

Brands 260

Brands Feedback Sales Consumers 260

ProProfs Chat

OCTOBER 25, 2019

With so many options in the market, brands find it challenging to cultivate long term business relationships with their customers. With strong customer relationships in place, a business gets to: Increase customer base. 7 Ways To Cultivate Long Term Relationships. #1: Boost sales. Improve business potential.

Customer Relationships 56

Customer Relationships Loyalty Programs Loyalty 2010 56

Experience Investigators by 360Connext

NOVEMBER 19, 2014

Those who work inside the company rarely take the time to truly understand what customers go through to fix a real problem. They think they know, because the codes used by customer service reps and customer relationship management software seem to be working just fine. But there’s a way to solve this.

Customer Service 257

Customer Service Customer Relationship Management Hospitality Customer Relationships 257

CSM Magazine

DECEMBER 18, 2019

Customer service management is essential for growing a profitable, successful business. As much as 90% of Americans use customer service as a deciding factor in whether or not to do business with a company. Here are some of the top solutions available to customer service managers: Cloud computing.

Customer Service 52

Customer Service Management Social Media Customer Relationship Management 52

CSM Magazine

JULY 17, 2023

The dashboards receive live data from across the business, including job updates from field operatives equipped with mobile devices, giving managers and staff complete visibility of all aspects of the business. As a cloud-based system, BigChange can be accessed anywhere through any internet-connected device.

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2013 2018 Customer Relationship Management 2020 52

Kustomer

SEPTEMBER 6, 2022

In this post, we’ll be taking a look at an approach to customer relationship management (CRM) that places social media and the data it can create front and center of efforts to build and develop strong relationships with your customers. Social Media Management. What Is Social Data? What Is Social CRM?

Customer Relationship Management 98

Customer Relationship Management Customer Relationships Social Media Management 98

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. Refining post-sale strategies to better understand and meet the needs of customers.

Customer Success 93

Customer Success 2023 B2B Customer Relationship Management 93

Russel Lolacher

DECEMBER 30, 2019

No, it’s about being the kind of organization that continually improves leadership, employee engagement and customer service as part of their DNA. Below I’ve included 20 suggestions in those three areas to help you build stronger connections for you, your organization and those you serve. Be curious and ask deep questions.

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2020 Connections Leadership Customer Relationship Management 58

Experience Investigators by 360Connext

JANUARY 18, 2022

And customer experience management requires a thorough approach to training and education for all employees. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. One approach to take is tackling a small part of customer experience each month.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CSM Magazine

SEPTEMBER 6, 2023

Customers can even track the engineer on route and their likely arrival time. 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.

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2013 2018 Customer Relationship Management Books 52

CloudCherry

DECEMBER 23, 2019

In any industry, it’s about connecting with people and providing an amazing experience- something Mike aims to do daily. SAAS Technology Expert 5+ years, Manager, Team Leader ROI focused. The post How to tie Customer Success into your CEM program appeared first on CloudCherry. It goes to show that CX is EVERYWHERE.

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CEM Customer Success Return on Investment Customer Relationship Management 195

CSM Magazine

MAY 18, 2023

Through SevenRooms’ Customer Relationship Management (CRM) and Marketing Automation capabilities, Marriott’s hotels are not only able to cultivate meaningful, direct relationships with guests, but access a 360-degree view into the guest journey to foster deeper guest loyalty.

Technology 52

Technology Hotels Guest Experience Hospitality 52

ShepHyken

NOVEMBER 25, 2022

Relational customer service aims to contribute positively to a customer’s relationship with the brand by providing a personalized experience. It satisfies the customer’s need for approaching customer service and their need for connection and appreciation.? . What Is a Transactional Customer Relationship?

Customer Service 79

Customer Service E Commerce Rewards Programs Customer Relationships 79

LoyaltyPlus

FEBRUARY 18, 2019

Connect, communicate and reward – loyalty should earn more than points. An effective loyalty programme will positively influence the relationship between a service provider and the customer through rewards and incentives – but the days of offering points as the frontline reward are long gone, says LoyaltyPlus.

Loyalty 40

Loyalty Communication Connections Multi-Channel 40

LoyaltyPlus

FEBRUARY 18, 2019

Connect, communicate and reward – loyalty should earn more than points. An effective loyalty programme will positively influence the relationship between a service provider and the customer through rewards and incentives – but the days of offering points as the frontline reward are long gone, says LoyaltyPlus.

Loyalty 40

Loyalty Communication Connections Multi-Channel 40

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. At its most basic, customer success seems simple; however, in practice, it is complex and challenging as it should help to satiate every customer’s needs. . A CSM is also a communicator.

Customer Success 52

Customer Success Management Customer Retention Customers 52

Comm100

APRIL 2, 2024

It involves teaching team members to genuinely understand and share the feelings of the customer. When service representatives approach customer interactions with empathy, they’re able to connect on a more personal level, transforming potential negative experiences into positive outcomes.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

ShepHyken

JANUARY 28, 2022

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customers play a crucial role in establishing the position of a business in the market.

Customer Relationships 71

Customer Relationships Customer Relationship Management Sales Communication 71

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.

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Contact Center Connections Insurance Telecommunications 52

Magellan Solutions

DECEMBER 12, 2023

Cloud-based technologies provide flexibility and scalability, while mobile applications offer ease and immediate connectivity. These technology applications provide an efficient, responsive omnichannel support system and streamline processes, increasing customer satisfaction and engagement. Here are some of them: 1.

Customer Experience 52

Customer Experience Social Media Omnichannel Customer Relationship Management 52

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. And AI will fuel this trend.

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2021 Customer Relationship Management Customer Service Training 2020 171

LoyaltyPlus

APRIL 8, 2022

LoyaltyPlus is an independent Customer Relationship Management (CRM) company committed to offering complete client retention through its cutting-edge loyalty programmes and partnerships. We strive to be the global leader in keeping your customers loyal to your brand.

Loyalty 52

Loyalty Airlines Customer Relationship Management Loyalty Programs 52

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. Published on: October 30, 2020.

Customer Service 117

Customer Service 2020 Customer Relationship Management Blog 117

Experience Investigators by 360Connext

OCTOBER 17, 2023

Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why. And that’s where it gets tricky. But only state that as a goal if you define why it’s important.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

CSM Magazine

JULY 5, 2022

The Group’s annuity services revenue – linked to its managed services, support, technology services and its own IP – also saw a healthy increase of 41% to £96.3m (2020: £68.5m). In the year to Sept 30 th 2021, the Group’s turnover increased by 52.8% to £152.5m (2020: £99.8m) while gross profit jumped 43% to £54.5m.

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2020 Financial Customer Relationship Management 2021 59

Talkdesk

MARCH 12, 2020

Humach delivers a differentiated combination of AI-powered digital agents with humans-in-the-loop to remove friction in the customer journey. Managing this intersection is Jennifer Lundberg’s primary role, and she’s done it for organizations of all types: “I think if you can come up with a function for contact centers, we cover it.”.

Omnichannel 60

Omnichannel Customer Journey Contact Center Management 60

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