Fri.Jun 17, 2022

Manage Your Martech, Or It Will Manage You

Forrester Digital Transformation

I know that CMOs are busy — I mean, really busy. The scope of the CMO role continues to grow, customers are more demanding than ever, and marketing operates under constant disruption driven by factors beyond your control.

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How to set baseline SaaS onboarding metrics


Onboarding sets the tone for a customer’s entire lifecycle. It is here, that the seeds of renewal are sown. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value.

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What is Customer Experience Management (CXM)?


What is Customer Experience Management (CXM)? Haymans Tsang. Fri, 06/17/2022 - 20:02. Introduction. In recent years, you’ve likely heard a lot about customer experience management (CXM). But what exactly is CX management, and why is it important for your business?

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Guest Post: 5 Consumer Trends Small Business Owners Should Be Aware Of

Shep Hyken

This week we feature an article by Devin Pickell, Growth Marketing Manager at Privy. He shares the five consumer trends organizations can use in their next campaigns and strategy. It’s difficult to stay on top of everything as a small business owner, especially in today’s fast-paced environment.

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How eCommerce Fits Into Retail's Post-Pandemic Future

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.

What is Omnichannel Customer Experience? Our Full Guide for 2022


What is Omnichannel Customer Experience? Our Full Guide for 2022. Haymans Tsang. Fri, 06/17/2022 - 20:26. Introduction. The days when customer interactions were conducted through a single channel are long gone. Yet, many companies struggle to find the right customer communications strategy.

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More Trending

Customer Experience Management Software: How to choose the right CXM Solution for your Company in 2022


Customer Experience Management Software: How to choose the right CXM Solution for your Company in 2022. Sara Kassim-Lakha. Fri, 06/17/2022 - 20:04. Introduction. Every enterprise in the world is—or should be— amidst transformation.

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Voice of the Customer vs market research: the same, but different

Hello Customer

Voice of the Customer and market research are two ways to collect input from your customers about your business, products, services and processes. Both methods can give you useful insights, but the purpose, design, analysis and results for both disciplines are not the same.

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Customer Experience Management Maturity Model: Assess Where you Fit!


Customer Experience Management Maturity Model: Assess Where you Fit! Sara Kassim-Lakha. Fri, 06/17/2022 - 20:12. Introduction.

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Freshworks and PCI Pal Partner to Futureproof Omnichannel Payment Security for Bensons for Beds

CSM Magazine

Following a review and upgrade of its UK contact centre infrastructure, British bed manufacturer and retailer Bensons For Beds has moved to Freshdesk from Freshworks , and added to its existing PCI Pal® deployment by integrating PCI Pal Digital to enable a true omnichannel secure payment solution.

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Jun 17 – Customer Success Jobs


Role: Director, Customer Success Location: Remote, United States Organization: Castlight Health As a Director of Customer Success, you will support the professional development of a team of Customer Success Managers. Leverage Gainsight to drive account management.

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The Contact Centre (CX) Workforce Wants to Stay Home

CSM Magazine

Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity. A new report out from artificial intelligence cloud provider ASAPP reveals that 85% of customer service agents don’t want to return to the office.

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Put customers in control. It’s what they want.


For years, the customer experience industry has strived toward fast, easy, painless experiences for customers. However, time and time again, we feel failed by brands for bad customer service and wasted time. .

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CX education for staff: Why it's important and how to develop an education programme


Engagement How to create a CX education programme for staff

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A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

What to Measure for Product-Led Growth


If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. .

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Self-Serve Customer Onboarding: A Step-by-Step Guide for SaaS Companies


You have landed a customer; this means that the customer has selected you over the rest of the options available! It indicates one thing – they believe that they see your value and consider you the best of the rest. This is the very reason you must give them the value ASAP. But how do you do that?

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How does Product Analytics help in Reducing Churn?


How unfortunate is it to see a subscriber canceling their recurring payment! That’s pretty much a reaction to what slipped through your hands. You could have easily avoided such a situation if you knew that was the subscriber’s next move in the gameplay. And you’d do some quick play to stop it!

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How to ensure that inclusive customer experience is more than just a moment in the sun


Voice of the Customer Inclusive CX must be more than a moment in the sun

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The CX Leader Handbook

Whether you’re just starting your CX career or looking to change roles, our CX Leader Handbook is for you. Grab your free copy to learn how to find the right job, thrive as a leader, and strategically plan for the future.

How to Maximize Value from Employee Net Promoter Score?

Zonka Feedback

Happy employees spend longer time in their organizations and work more efficiently. And the onus of ensuring employee satisfaction and happiness is on the employers.

Myths And Realities Of Channel Conflict: Evolving Partnership Dynamics Will Dissolve Channel Conflict Concerns

Forrester Digital Transformation

I am often asked how brands are handling issues of channel conflict with retail partners, when discussing brands’ direct to consumer (DTC) digital strategies. However, there are a few forerunners to my response: A brands DTC digital strategy is not just about direct transactional sales to consumers.

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