CSM Magazine

MARCH 16, 2016

Field Service is your one-stop shop for all things service and support; an event where inspiration meets innovation; socializing meets ROI. Whatever your pain point, we’ve definitely got you covered. Experience tons of sessions, interactive learning, guest speakers and keynotes, all in beautiful Palm Springs.

Events 40

Events Customer Care 2002 2016 40

Gainsight

MARCH 21, 2019

In fact, a great customer experience can mask underlying risk. We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? The y-axis is experience—does the customer like you?

ROI 78

ROI Webinar Return on Investment Customers 78

BlueOcean

MARCH 30, 2018

And will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan?

Insights 184

Insights Contact Center Hospitality Culture 184

Lithium

AUGUST 3, 2022

Since the beginning of the marketing and advertising era, it has been notoriously difficult to prove the ROI of any given campaign. We sat down with Matt Deluca, Khoros Director of Strategic Services, to better understand when cost-cutting makes sense, and how to understand the varying ROI of the marketing world. Parker Hicks.

ROI 52

ROI Marketing Social Media Advertising 52

Magellan Solutions

SEPTEMBER 9, 2020

Now, if you are wondering if implementing live chat on websites is ideal, the answer is definitely YES. 91% of customers globally want real-time assistance. Live chat increases the customer retention rate by 5% as it creates more satisfied customers. in customer care costs. . TALK TO US!

2020 52

2020 Insights B2C E-support 52

Interactions

DECEMBER 4, 2019

Having a partner to support the end-to-end delivery of an IVA not only reduces your stress, but can also reduce the long term costs, resulting in a faster ROI. Our IVAs are designed to fit into your unique customer care requirements, and we share this definition of success together. The benefits. Well, there aren’t any.

Average Handle Time 62

Average Handle Time Innovation ROI NPS 62

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). You can use both ROX and ROI to form a more controlled and better experience for your company’s success.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

CustomerSuccessBox

JANUARY 2, 2022

Customer’s intention behind purchasing the product. What does the customer care about? Some of the business goals that the customer wants to achieve. What is the ROI? Understand your customer’s objectives better than the customer itself. It makes no sense to just go from ROI to product features.

Customer Success 52

Customer Success 2021 Measurement ROI 52

Qualtrics

OCTOBER 23, 2019

million – which is an ROI of 633%. As we move further into an economy driven by experience, companies must actively manage key experiences for their customers and their employees. We definitely benefited from having a centralized database for all our customer insights through Qualtrics. Driving bottom-line results.

Download 30

Download Consulting 2019 ROI 30

Horizon CX

MARCH 19, 2022

Let’s start with a brief definition of AI to get us on the same page. Small wonder then that the ROI of AI is only being reported by 10% of businesses. Yes, they recommend that you Tweet your issue on their Customer Care Twitter page. But I digress, that’s another topic for another blog. I tried that to no avail.

Customer Journey 52

Customer Journey Touchpoint Seminar Average Handle Time 52

C3Centricity

MARCH 15, 2018

If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. It is definitely worth checking out the details here if you are not sure what you need to change by when. Fast, Personal Service Is Directly Linked to Customer Loyalty. Is this your case?

Retail 82

Retail Information Consumers Connections 82

C3Centricity

MAY 25, 2020

Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not getting 10x the ROI from your data. Is this your case?

Technology 77

Technology Information Consumers Retail 77

Ecrion

JUNE 18, 2018

It’s being adopted by insurance companies able to understand the cyclical nature of their customer relationships, and how important this is in the long-run for both revenue and customer satisfaction. And, let’s be honest, as mentioned earlier, can you really afford to lose customer right now?

Insurance 40

Insurance Technology Omnichannel Document 40

Ecrion

JUNE 18, 2018

It’s being adopted by insurance companies able to understand the cyclical nature of their customer relationships, and how important this is in the long-run for both revenue and customer satisfaction. And, let’s be honest, as mentioned earlier, can you really afford to lose customer right now?

Insurance 40

Insurance Technology Omnichannel Document 40

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.

Social Media 199

Social Media Customer Service Contact Center ROI 199

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. I think it’s happening across all segments.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. It’s definitely happening in SMB, it’s happening in mid-market, it’s happening all around the world. I think it’s happening across all segments.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

Natalie Petouhof

AUGUST 31, 2016

Tweet Genesys (www.genesys.com), a customer experience, omnichannel and contact center solution and Interactive Intelligence Group Inc. www.inin.com), a customer engagement and global leader of cloud and on-premise solutions for communications and collaboration, are entering into a definitive agreement.

Interaction 40

Interaction Contact Center Innovation Omnichannel 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

JUNE 17, 2019

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

Lithium

NOVEMBER 16, 2018

Social media and the customer journey can no longer exist in separate silos. Through paid social, organic marketing, analytics, and customer care, social media marketing must instead touch consumers at every step of the customer journey.

ROI 40

ROI Social Media 2019 Advertising 40

NetBase

OCTOBER 8, 2019

Basic social media metrics are on their radar, but connecting the dots between strategy, implementation and ROI is not happening. Socially awake organizations are in tune with protecting brand health , managing customer care and capturing all the data on all the things. And we’re all about contextual understanding at NetBase!

Social Media 57

Social Media Marketing Brands Metrics 57

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 10) Close the Loop with Your Customer Base.

2020 120

2020 Customer Experience Definition Metrics 120

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 10) Close the Loop with Your Customer Base.

Definition 90

Definition Metrics Customers Customer Experience Management 90

SurveySparrow

FEBRUARY 22, 2023

A tool definitely worth trying. Canny Canny is a customer feedback and feature request platform to help businesses capture, analyze, prioritize, and track feedback to plan product and feature releases. Given how difficult onboarding and retaining customers has become, this improvement just on the back of feedback is huge.

2023 52

2023 Feedback ROI Customer Satisfaction 52

Natalie Petouhof

SEPTEMBER 26, 2016

In working with Dialed, I just completed some ROI research to understand how quickly, easy and affordable it is today to plug every employee into your business with a very innovative phone system. CUSTOMER ROI CASE STUDY: VIVINT SOLAR . The ROI: Costs were reduced by several hundred thousand dollars, year over year.

Communication 40

Communication ROI Technology Innovation 40

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. CUSTOMER CENTRICITY.

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Ecrion

OCTOBER 29, 2019

With a CCM solution, you make yourself widely available to your customers on terms that are convenient to them. This level of transparency sets you apart and makes it so that you stand out in terms of customer care. You add longevity to your services whenever you allow for open communication between you and your customers.

Return on Investment 52

Return on Investment E-support Communication Social Media 52

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

Answer Dash

APRIL 17, 2020

Businesses everywhere are waking up to the value of customer experience and recognizing outstanding customer experience (CX) as a key ingredient to rising above the competition. Your CRM system is a valuable tool here as it already contains a record of your interactions with each customer to date.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. Customer centricity.

Customer Centricity 48

Customer Centricity Customer Satisfaction Definition Customer Care 48

Grade.us

MARCH 12, 2019

Miriam: I’m definitely seeing more educated owners and marketers, but at the same time, we need clearer models for setting goals, analyzing data and proving ROI. Showing solidarity with what your customers care about is the best social strategy I know. On local search and marketing challenges for large enterprises.

Marketing 36

Marketing 2019 Social Media Consumers 36

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132