SurveySensum

MARCH 20, 2024

Did you know that 72% of customers will share a positive experience with 6 or more people? If not, then you are missing out on A LOT of opportunities to boost your customer satisfaction. Now, understand the importance of creating a positive customer experience for your customers. And how to facilitate this?

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

SurveySparrow

DECEMBER 27, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of Customer Framework? Let’s dive in!

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

In the growing B2B SaaS enterprise sector, it is crucial to understand what customers need and prefer to drive growth and deliver outstanding experiences. This is where the Voice of the Customer (VoC) framework comes in. What is Voice of the Customer Framework? Let’s dive in!

B2B 52

B2B Net Promoter Score NPS Feedback 52

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. What enterprise experience does your team have in my industry? If so, how? Every business is different.

Roadmap 109

Roadmap ROI Technology Customer Success 109

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed. This can help answer questions: Where does overwork exist?

Customer Service 59

Customer Service 2024 Sports Banking 59

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

ClientSuccess

DECEMBER 5, 2022

What is a Customer Advisory Board (CAB)? A Customer Advisory Board (CAB) is a powerful tool for SaaS companies to maximize customer success. It helps drive better relationships between customers and the company, ensure customer satisfaction, and increase loyalty. Build Your CAB with the Right Mix of Customers.

Customer Success 87

Customer Success Social Media Customer Journey Feedback 87

CSM Magazine

MARCH 25, 2024

BigChange has developed a handy tool using Artificial Intelligence (AI) to automatically draft emails. The main benefit of the email generator is improved productivity by greatly reducing the time it takes to compose emails, especially when responding to common enquiries.

2013 52

2013 2018 Customer Relationship Management 2020 52

West Monroe

APRIL 28, 2024

There has been a steady decline in net dollar retention rates for subscription software providers over the last couple of years. Data and visibility Despite software providers possessing substantial volumes of data, it’s not actionable. Industrywide, the median net retention rate declined to 111% in Q4 2023.

Customer Retention 52

Customer Retention 2023 Roadmap Sales 52

BirdEye

SEPTEMBER 22, 2022

Whether you’re chatting with employees, customers, or vendors, it’s important to have a clear and concise communication method. In this article, we’ll dive into why businesses need team communication software to run efficiently. Plus, how to select the right team chat software for your business. Google Chat 4.

Healthcare 98

Healthcare Communication Retail Document 98

Kustomer

MARCH 19, 2024

Pricing: $39 a per month per user on top of your Enterprise or Ultimate plan. In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success. Late last year, we introduced KIQ Customer Assist , an AI-powered self-service bot, which has increased efficiency by 45%.

Metrics 69

Metrics Webinar Interaction Loyalty 69

CSM Magazine

MARCH 14, 2024

A specialist in pollution prevention, including drainage services, Green Spark works with some of the UK’s largest brands, on a national scale. 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

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 104

Customer Success Touchpoint Customers Insights 104

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. This joint venture now brings augmented reality guidance for agents and technicians to NeuraFlash’s customer portfolio.

Engagement 109

Engagement Contact Center Retail 2022 109

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Magellan Solutions

JANUARY 22, 2024

Running a small-medium enterprise today means constantly looking for outsourced business solutions to improve the business and keep up with the competition. One of the challenges you may have is how can they do it with limited resources. Business Process Outsourcing (BPO) BPO expands beyond manufacturing to other industries.

Technology 52

Technology 2022 Communication Customer Relationship Management 52

Magellan Solutions

JULY 13, 2023

Utilizing artificial intelligence (AI) in outsourcing has become a game-changer for businesses as technology develops. It enables enterprises to improve efficiency, make data-driven decisions, and allocate resources. We will explain why using AI to improve business operations is crucial.

Competitive Advantage 97

Competitive Advantage Customer Satisfaction Innovation Call Center 97

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies.

Telecommunications 59

Telecommunications Marketing Contact Center Insurance 59

CSM Magazine

JULY 28, 2023

The accelerating shift to a digital world is compelling businesses to rethink their customer experience strategy. Xavier Martin, Vice President, Market Development at Alcatel-Lucent Enterprise , explains. Survival often hinges on resolving this dichotomy to excel in customer relations.

Customer Satisfaction 52

Customer Satisfaction Management Multi-Channel Omnichannel 52

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

CSM Magazine

APRIL 6, 2021

Vivantio launches new service management product suite to serve. growing B2B service firms. Vivantio , a leading provider of customer service optimization software and solutions, is pleased to announce a new product suite specifically developed to meet and scale with the needs of growing B2B service firms.

B2B 81

B2B Management 2003 Customer Service 81

Inbenta

DECEMBER 21, 2023

Many see Generative AI as a revolutionary new way to create novel content, speed up content development timelines, and act as a sorting tool capable of surfacing answers instantly. How Does a Large Language Model Work? Operational Benefits of LLMs Implementing LLMs into customer experience workflows also feature operational benefits.

E-support 52

E-support Customer Service Representative Interaction Banking 52

Magellan Solutions

MARCH 13, 2024

Did you know companies embrace offshoring and outsourcing to improve efficiency and cut costs? Offshoring means moving specific tasks or services to another country to take advantage of cheaper labor and a larger pool of skilled workers. It can increase customer satisfaction, productivity, and responsiveness to international markets.

Culture 105

Culture E-support E Commerce Communication 105

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Customer Retention 100

Customer Retention Customer Success Customer Relationship Management Loyalty 100

TechSee

APRIL 21, 2021

AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. . Unattended RPA generally work autonomously in the background, such as monthly invoice processing or customer reminders. . AI Call Center Solutions that Drive Value.

Call Center 136

Call Center 2021 Innovation Contact Center 136

PeopleMetrics

MARCH 25, 2022

Customer advisory boards (CABs) can be a powerful tool in your organization's arsenal. They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. How do they work?

Roadmap 118

Roadmap Feedback B2B Interaction 118

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Talkdesk

DECEMBER 17, 2020

As revealed in a new report by Talkdesk Research, customer loyalty is on the line at every touchpoint. Customer experience (CX) is the differentiator for businesses in all industries. CX stakes are rising, and customers have the power to vote with their wallets. This is how Talkdesk Research was born.”

Insurance 106

Insurance Financial Contact Center Touchpoint 106

CSM Magazine

OCTOBER 24, 2023

Have you been waiting for the day you can scale up your customer service operations without hassle? AI chatbots for customer service provide seamless customer support that businesses need to succeed. Further, it routes basic tasks to AI, enabling your enterprise to address customer queries efficiently.

Customer Service 52

Customer Service Reference Article Exceptional Customer Service 52

Magellan Solutions

NOVEMBER 20, 2023

According to 60% of business executives, superior customer service enhances customer retention. Customers are crucial to your business’s success in the ever-changing business world. Outsourced outbound call center services can capture and hold your audience’s attention. So, what are you waiting for?

Call Center 52

Call Center E-support E Commerce Sales 52

BirdEye

APRIL 17, 2023

Today more companies across industries are leveraging subscription business models to build successful, scalable, and sustainable enterprises. Another study indicates that 75% of organizations that sell directly to consumers will offer subscription services by 2023. How do subscriptions work?

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Social Media 62

Social Media Feedback NPS Insights 62

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. Here, we’ll show you how to create your path to customer success. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important.

Customer Journey 111

Customer Journey Customer Journey Mapping Touchpoint Events 111

CSM Magazine

APRIL 18, 2024

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal. “However, we also knew this was long winded.

Management 52

Management 2009 2018 Customer Relationship Management 52