CSM Magazine

MAY 22, 2024

In today’s fast-paced business world, being efficient and productive is crucial for achieving success. Salesforce CPQ (Configure Price Quote) is a tool that can significantly boost sales productivity and profitability by automating pricing, configuration, and quoting processes.

Sales 52

Sales Customer Relationship Management Interaction Article 52

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers.

2024 109

2024 Customer Centricity User Experience 2023 109

Team Support

JULY 31, 2023

The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more.

Social Media 97

Social Media Metrics Customer Satisfaction Culture 97

Lumoa

JANUARY 8, 2024

There’s an avalanche of text data out there. To remind you a bit of what it is and what it does, text analytics uses transforms unstructured text into structured data that’s actually useful for business decisions. This isn’t just data; it’s an immediate, clear-cut view of customer reception.

Social Media 157

Social Media Feedback User Experience Insights 157

Totango

NOVEMBER 27, 2023

Totango recently shared how we envision the next generation of customer success evolving, and we see three prominent benefits of leveraging one of the most significant CS platforms reflected in the report. According to the Forrester report, out-of-the-box reporting gives CS professionals insight into: Task status.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

Kustomer

JANUARY 8, 2024

Some Zendesk customers have reported they make it very hard for you to cancel once something goes wrong, plus you’ll be dealing with unresponsive customer support. Having to create queries for reports as opposed to just selecting the fields you want on the report is confusing.”

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97

Totango

JANUARY 3, 2024

Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion.

2024 112

2024 2023 Customer Success Innovation 112

Retently

JULY 28, 2023

The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. of the Fortune 1000 companies reported the same thing. The goal is to address any issues causing employee dissatisfaction in order to increase productivity rates.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Optimove

SEPTEMBER 29, 2023

Optimove scored the highest in the Journey Orchestration use case in Gartner’s Magic Quadrant companion report, “The Critical Capabilities for Multichannel Marketing Hubs.” Get your complimentary copy of the report here. Optimove also ranked second for Customer Intelligence, and third for Measurement and Optimization.

2023 78

2023 Marketing ROI Download 78

Thematic

APRIL 3, 2024

Smoother customer experiences, better products, bigger cart sizes—it all starts with understanding your customers by using their feedback. By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey.

Social Media 62

Social Media Feedback NPS Insights 62

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. To read the full report, download our free guide today. Do negative reviews influence consumer choices?

2023 113

2023 Consumers Multi-Channel Healthcare 113

BirdEye

SEPTEMBER 15, 2023

Sales professionals need insight, reports, and innovative ways to reach potential customers. 12 ways to use AI in sales Leverage AI in sales with Birdeye FAQs about AI in sales Boost sales productivity with Birdeye What is AI in sales? Using AI in sales operations means you can supercharge your team’s productivity.

Sales 109

Sales 2023 Demo Social Media 109

SurveySensum

MAY 7, 2024

Improved Product Selection Private marketplaces (PMPs) offer a controlled environment for advertisers and publishers to transact inventory programmatically while maintaining a level of exclusivity and control over who can buy and sell.

Advertising 52

Advertising ROI Innovation Demo 52

Retently

NOVEMBER 27, 2023

Outsourcing saves the capital, which can be reinvested in your product or business. It can be used for more critical issues within the company and on aspects that will demonstrate the product’s real value to your customers. This is the distinct skill set that specialized companies have been successfully performing.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Gainsight

MARCH 4, 2024

Data is the objective pillar that drives every successful business. For online training programs, data plays a critical role from beginning to end. Lead volume for new job applicants Time taken to onboard a new worker Turnover rates/retention rates Changes in workforce size Time to productivity Below are training success metrics.

ROI 52

ROI Metrics Measurement Customer Satisfaction 52

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. Our aim has been to provide our team with far more visibility and actionability with respect to data, both internally (i.e., customer health).

2023 102

2023 Customer Journey Mapping Customer Journey Customer Success 102

ShepHyken

MAY 13, 2024

Life on the Digital Edge: Evolving Your Customer Experience by Ragy Thomas (Fast Company) When communication was mostly one-way and brand experiences were driven by mass advertising, data was structured and mostly owned. Engaging offers and new products. Data analytics. Ease of use. Personalization. Seamless integration.

Article 73

Article 2024 Customer Service Loyalty Programs 73

Retently

OCTOBER 16, 2023

If you’re a customer satisfaction and retention expert using Net Promoter Score data daily, it’s easy to get the impression that NPS is everywhere online. Since you’re familiar with systems like Net Promoter Score, you’re more likely to notice them when you engage with new products. Not really, the data suggests.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

CSM Magazine

APRIL 29, 2024

With the vast amount of data generated on social media platforms every second, harnessing this information effectively can be challenging. Through the use of advanced data collection techniques and APIs, BI platforms continuously gather data from various social media channels such as Twitter, Facebook, Instagram, LinkedIn, and more.

Social Media 52

Social Media Metrics Events Insights 52

PeopleMetrics

FEBRUARY 21, 2023

Customer experience research differs by honing in on specific parts of the customer journey with research questions and taking a hard look at the data collected over time to note changes in customer expectations. Happy customers are happy to recommend the services and products they enjoy to friends and family.

Customer Experience 117

Customer Experience Customer Journey Mapping Net Promoter Score Customer Journey 117

Team Support

DECEMBER 8, 2023

Reporting and Analytics Data-driven insights are crucial for optimizing your customer support processes. Look for software that provides robust reporting and analytics features, allowing you to track key metrics, identify trends, and measure the effectiveness of your support efforts.

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. CSAT measures customer satisfaction with a product, service, or a specific interaction.

Customer Satisfaction 100

Customer Satisfaction Feedback Interaction Insights 100

ShepHyken

SEPTEMBER 29, 2023

Achieving success in business goes beyond offering quality products and services. Engaged employees are not only productive, but they also exhibit enthusiasm and a genuine desire to create positive interactions with customers. Engaged employees are more motivated, productive, and committed to providing excellent service.

Engagement 137

Engagement Employee Experience 2009 Loyalty 137

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers.

2024 52

2024 Marketing Demo NPS 52

Playvox

NOVEMBER 15, 2022

On top of that, most customer support centers now offer service channels beyond voice — such as e-mail, chat, and messaging — that require different ways of forecasting, scheduling, and reporting on interactions with customers. Automate Reports. workforce feeling engaged and just 9% of the UK employees engaged at work.

ROI 86

ROI Management Contact Center E-support 86

BirdEye

JULY 10, 2023

It’s the practice of collecting and examining data about your industry, rivals, and products or services. Informed decision-making Armed with competitor data, businesses can use these insights to inform their decisions. With competitive analysis, you can gain insights into your competitor’s pricing data.

Social Media 94

Social Media Competitive Advantage Financial Multi-Channel 94

BirdEye

SEPTEMBER 21, 2023

We are thrilled to announce that Birdeye has been recognized as the #1 solution in G2’s Fall 2023 Online Reputation Management Grid® Report. G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. Provide avenues to solicit new online reviews.

2023 109

2023 Management Feedback Customer Experience Management 109

ShepHyken

AUGUST 31, 2023

Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information. When integrated with a CRM, you can unify all of your inventory and customer data to eliminate silos and increase data accessibility and management.

Customer Journey 129

Customer Journey Customer Journey Mapping Net Promoter Score E Commerce 129

BirdEye

NOVEMBER 15, 2023

Retailers often use Facebook to share content such as promotional videos, product links, and eye-catching images to attract and retain customers. Consumer Reports Consumer Reports publishes reviews and comparisons of products and services based on in-house research. Facebook Facebook has a user base of over 2.9

Retail 109

Retail Brands E Commerce Demo 109

ClearAction

APRIL 16, 2024

This is the same trend for the past 10+ years in Qualtrics State of CX reports and Temkin Group’s State of CX reports.) Better measurement is urgently needed for higher quality data. Mainstream Voice of Customer practices are hurting data quality, which reduces buy-in, engagement, credibility, and CX job tenure.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

SurveySparrow

MAY 9, 2024

It includes opinions, thoughts, suggestions, and any reviews they have about your product, service, or brand. Importance of User Feedback Imagine you launch a product in the market. You must actively reach out and understand how well (or not) the product is perceived. Let’s start with… What is User Feedback?

Definition 52

Definition Feedback Social Media Net Promoter Score 52

SurveySparrow

MARCH 12, 2024

Analytics and Reporting Tools: Analytical features help you understand trends, user satisfaction levels, and areas of your site that may need improvement. Integration Capabilities: The tool should easily integrate with your existing website platform, CRM, and other tools to streamline workflows and data management.

2024 52

2024 Feedback User Experience Customer Satisfaction 52

C3Centricity

MAY 12, 2024

With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience. According to a report by Epsilon , 80% of consumers are more likely to purchase from a brand that provides personalized experiences.

Loyalty 62

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 62

CSM Magazine

DECEMBER 13, 2023

Communicate what people can expect from your products or services. Lack of Real-Time Data Insight Addressing the need for real-time data insight is essential for timely and effective customer support. To access real-time data, integrate customer service platforms, such as CRM, order management, or inventory.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Call Experts

OCTOBER 5, 2023

Driving Revenue As explained by Contact Center Pipeline , effective call center agents can do more than just resolve issues; they can also upsell or cross-sell products and services, contributing to increased revenue. Gathering Valuable Insights Call centers generate a wealth of data and customer feedback.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

SurveySensum

OCTOBER 12, 2023

Some of the drawbacks include limitations to running two different surveys at the same time, the dashboard being too complex, issues with building reports, no options to automate reports, text analytics being difficult to understand, and many more. When you are thinking of buying a new product, what do you do?

2023 52

2023 NPS Feedback Metrics 52