Fri.Jul 08, 2022

article thumbnail

CSAT vs. NPS: Understanding Customer Success Metrics

Solvvy

You may have heard, “You can’t manage what you can’t measure.” It certainly rings true when considering goals like improving efficiency or controlling labor costs. Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. However, not everything is easy to measure.

NPS 106
article thumbnail

How Do You Ensure Your Engagement Platform is Secure?

SaleMove

How do you ensure your communications platform is secure? Explore key questions financial institutions should ask their fintech providers about security. The post How Do You Ensure Your Engagement Platform is Secure? appeared first on Glia Blog | Digital Customer Service Explained.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

It’s Time to Shift Right

Totango

It may sound counterintuitive to say that now, in these times of economic uncertainty, is the time to invest and not to cut back. But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers.

article thumbnail

Guest Post: 6 Customer Service Trends That You’ll Want to Adopt in 2022

ShepHyken

This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. Today we open the main customer service areas in anticipation of 2022.

2022 67
article thumbnail

The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

article thumbnail

Why NRR (net revenue retention) is the one metric to rule them all for SaaS

ChurnZero

This article was originally published on Forbes.com. “Oh, by the way, what’s your customer retention?” asked the managing partner of a venture firm while we were in the final stages of their due diligence. It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur.

Metrics 98

More Trending

article thumbnail

What is the Importance of Content Marketing?

DemandJump

In modern marketing, high-quality content is the fuel for every customer experience and distribution channel. In fact, recent studies show that 90% of marketers plan to continue investing in their content marketing strategies.

article thumbnail

Exercise Executive Empathy To Get Stakeholders Excited About CX

Forrester's Customer Insights

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.

article thumbnail

What Is a PBM Platform?

DemandJump

Successful marketing is all about connecting with your audience in a meaningful way. Over time, companies have adopted all sorts of strategies and approaches to try and engage with customers and clients. Naturally, some techniques are more effective than others. At DemandJump, we developed and coined the latest and most effective content marketing tactic… Pillar-Based Marketing (PBM).

article thumbnail

Assessing The US Youth Smartwatch Market: Is There Room For An Independent Brand?

Forrester's Customer Insights

Children's smartwatch brand Xplora plans to move into the US market - one of many recent additions to a crowded market. This blog explores important lessons that brands should consider when developing a smartwatch and entering a crowded market.

Brands 26
article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

article thumbnail

Jul 08 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Remote, United States Organization: Insurity As a Director of Customer Success, you will be responsible for the management of the customer success function for the US Market for the Geospatial Analytics Product Suite. Take the lead on the US customer portfolio and services operations. Manage a portfolio of existing customer relationships within the US.

article thumbnail

Metaverse-Like Experiences: Is Novelty Enough? A Look At ESPN’s Fifty/50 World

Forrester's Customer Insights

ESPN Edge built the interactive, 3D environment Fifty/50 World to celebrate 50 years of Title IX. Learn what a Gen X consumer -and- a sophisticated 13-year-old user of online 3D immersive gaming and entertainment platforms each thought of the experience.

article thumbnail

Why is Content Important in Digital Marketing?

DemandJump

Digital marketing encompasses all of the online activities undertaken to promote your business. From hiring influencers to creating email campaigns to online ads, this type of marketing has become a mainstay for many businesses. It’s easy to confuse digital marketing with content marketing —after all, they are closely related. So, what is the importance of content in digital marketing ?

Marketing 109
article thumbnail

The Data Framework Needed to Power Real-time Decisioning

Merkle

This is part of a series of blog posts about the Merkle Connected CX Cloud, and how this solution addresses the key use cases and most critical challenges our clients face in achieving a robust ROI from their CX technologies, practices, and strategies. Read part one here.

ROI 98
article thumbnail

11 Tips to Drive Learning Content Consumption

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

article thumbnail

What Are the 5 Most Popular Types of Digital Marketing?

DemandJump

Content marketing , social media ads, retargeting… When it comes to digital marketing, it can feel like you have endless options and no direction. Yet, understanding how to harness the internet to connect with people has never been more important to the success of your business. 62.5% of the global population is online, and 85% of Americans use the web every day (with 31% considering themselves constant users).

article thumbnail

Which Stock Is Best to Buy In 2022?

CSM Magazine

With the pandemic not showing signs of slowing down its severity soon, the stock market is struggling to reach its pre-pandemic levels. Fears of a looming recession are keeping investors mulling over the right stocks to buy in 2022. However, stock investing works in your favor when you maintain a close watch on the market movements and decide based on your perspective.

2022 59
article thumbnail

The Data Framework Needed to Power Real-time Decisioning

Merkle

This is part of a series of blog posts about the Merkle Connected CX Cloud, and how this solution addresses the key use cases and most critical challenges our clients face in achieving a robust ROI from their CX technologies, practices, and strategies. Read part one here.

ROI 52
article thumbnail

Working While Studying: Pros and Cons to Consider

CSM Magazine

Working and studying at the same time is not easy. Yet, many students work part-time to support themselves. Others choose to work in order to gain experience in the workplace and familiarize themselves with their industry. Getting a job can also allow students to network and form connections that may later bring valuable opportunities in their path.

article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

Why is Digital Content So Important?

DemandJump

Digital content is important because it’s the reason people get on the Internet. If it wasn’t for digital content like websites, blogs, emails, video, et cetera–what would the Internet even be? Just a blank screen and a spinning circle of death? It confuses me just to think about it.

Blog 52
article thumbnail

Here’s What’s New from June 2022 | Kommunicate Product updates

kommunicate

Last Updated on July 8, 2022 The month of June saw the tech team work harder than ever on an integration that we have all been keenly waiting for – the WhatsApp Cloud API. WhatsApp Cloud API integration: You can now integrate your favorite chatbot builder, Kommunicate with WhatsApp using the WhatsApp Cloud API. As [.]. The post Here’s What’s New from June 2022 | Kommunicate Product updates appeared first on Kommunicate Blog.

2022 52
article thumbnail

What Is PBM Content?

DemandJump

So you want to learn about Pillar-Based Marketing (PBM, for short). Well, you’ve come to the right place. After all, DemandJump is the first platform to help you create and implement an effective PBM strategy. With the plethora of PBM tools we offer, you can start building your own strategy in a snap. But first you’ll need to know what PBM is and how to create it.

article thumbnail

How to Handle Customer Price Objections: 5 Expert Tips

SmartKarrot

Customers always ask for a better price. In fact, every seller might have dealt with the pricing objection. Price is a deal-breaker or maker in your buyer journey. Sometimes a good prospect may leave the dialogue due to pricing objections. This is a major problem since it impacts business in the long run. A customer majorly can have reservations about –.

Sales 10
article thumbnail

10 Questions to Ask Before Buying an LMS

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

article thumbnail

What Are the 7 Types of Marketing?

DemandJump

Marketing is what allows your business to communicate with your prospective and existing customers. Like with any relationship, you will have to use different forms of communication to keep the relationship with your audience strong. Making an effective content marketing strategy can be a bit of a balancing act. Luckily, understanding the 7 types of marketing can give you a strong foundation to build your relationship on.

article thumbnail

What to Look for in a Listing Management Tool

ReviewTrackers

article thumbnail

What Is a PBM Team?

DemandJump

Pillar-Based Marketing (PBM) is essential for getting your business to show up on search engine results pages (SERPs). How important is that? Extremely. Your business won’t get noticed if you aren’t on page one. According to Forbes , 92% of all click-through traffic comes from the first page of Google.

article thumbnail

The Pros And Cons Of Connected Devices

Forrester's Customer Insights

In May 2022, Business Insider reported that Russian troops stole nearly $5 million worth of farm equipment from a John Deere dealership in Melitopol, Ukraine. The stolen equipment was located by remote GPS and locked, preventing it from being used. This story opens many questions around IoT security and is a path of research that […].

article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX