Warranty Cost Management: Guarantee Satisfaction & Profitability


Product warranty management has become an area of focus for many manufacturers. The High Costs of Warranty Claim Management. These services, as well as other industries that are negatively affected by high numbers of warranty claims, need better warranty management solutions.

2021 174

CX Needs Change Management

Heart of the Customer

The post CX Needs Change Management appeared first on Heart of the Customer. Customer Experience Vision Driving CX Culture Change business problem change management CX Tools cx vision driving changeYou probably moved into customer experience (CX) because of a passion for customers.


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What is Customer Experience Management?


How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides

Customer Experience Management

Zonka Feedback

A growth-oriented business always keeps its customers at the heart of the business. They are always in tune with the customers’ needs by listening to their feedback and suggestions. Listening to the customers’ voices helps businesses to find how customers perceived products and services.

Managing Product Feedback at Scale

This practical 26-page eBook provides product managers with the strategies needed to deal with the common pitfalls that come with opening up the inevitable floodgate of data that comes with asking your customers and internal stakeholders for their input.

What Is Total Experience Management & Why Does Your Business Need It?


Customer Experience Employee Experience Total Experience ManagementCX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product.

2021 205

5 Best Knowledge Management Software Options

CSM Magazine

The options on this list are packed with unique features that help your business store, organize, manage and retrieve knowledge. Knowledge management software offers multiple knowledge-sharing approaches that can be used by your customers and employees.

2021 52

Guest Post: How Can PR Crisis Management Shape Customer Experiences?

Shep Hyken

The post Guest Post: How Can PR Crisis Management Shape Customer Experiences? Customer Experience crisis management strategy customer experience Social media customer service

2021 93

What Does Management Want From You?

Steve DiGioia

But what does management want from you? What Do Managers Want From Their Employees? Most managers want their team members to continue doing their job without incident, especially if the team works well. It creates safety, security, and peace of mind for the manager.

2021 86

Change Management, Not “Bribes,” Improves CX

Heart of the Customer

The post Change Management, Not “Bribes,” Improves CX appeared first on Heart of the Customer. Driving CX Culture Change Surveys & Feedback Best practices change management Customer Experience customer satisfaction CX Tips driving change NPS Surveys

2021 88

Research Report: The State of Community Management

Online communities provide a wealth of benefits for organizations. In collaboration with the Community Roundtable, we have provided you with a comprehensive summary of The State of Community Management 2020. Get a free copy today!

Online Reputation Management (ORM): The complete guide for business owners


Online reputation management can help you leverage it to its fullest potential. In this guide, we’ll go over how you can use online reputation management to rank higher on search, get chosen by more customers, and be the best business in your area. What is online reputation management?

2021 61

PeopleMetrics Experience Management Platform Roadmap Preview


PeopleMetrics Experience Management Platform Roadmap Preview. your dedicated account manager brings 20+ years of CX expertise into your program, with unlimited users to give everyone access to CX insights: [link].

How Does Knowledge Management Improve Customer Engagement?

Sadie Williamson

2020 207

There’s Magic in Managing the Details


I asked a manager about this and he gave me a great explanation. The short version is that when someone comes to work at Brio, they are taught to manage a number of these small details. In other words, the employees are trained to have a “manage the details” mindset.

2020 104

Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

The Science of Predictive Customer Experience Management


Fortunately, there’s a method to Customer Experience Management. Due to its simplicity, NPS is great for providing a broad high-level overview of customer experience to top management, but a multi-dimensional weighted Composite Scorecard Index can be more reliable and less volatile. The post The Science of Predictive Customer Experience Management appeared first on CloudCherry.

How the Customer Feedback Management Process Works


Measuring and managing that customer feedback is quite another! In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program.

2021 68

Webinar: Artificial Intelligence in Customer Experience Management


Improve Your CX Program with Innovative AI Technology Imagine if you could predict a customer’s satisfaction score without them ever taking a survey. Or if you could automatically identify patterns in data and take action immediately.

Optimize Your Customer Experience Management Strategy


Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time. Articles

Forrester Research Report: How Sales and Marketing Intelligence Drive Improved Business Outcomes

In 2019, DiscoverOrg commissioned Forrester Consulting to evaluate sales and marketing intelligence practices in the B2B space. The primary takeaway? Forrester found only 1.2% of companies achieved a score indicating maturity in data management practices. However, organizations are fighting back - and winning.

Community Managers and Mental Health: Managing Crisis Moments


We are Community Managers (CMs) on the Khoros Strategic Services team. As part of the role of a community manager, you may find yourself monitoring and hiding extremely sensitive information, imagery, and interactions to protect the community.

2021 77

Guest Post: 7 Benefits of Ticket Management System

Shep Hyken

Maulik Shah is the founder of DeskXpand , A full-fledged ticket management system that comes with the right tools to provide a seamless and cost-efficient customer experience. One of the best benefits of using ticket management software is its ability to track why times.

2021 63

How to manage customer service during COVID-19 holiday season


Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season. Videos

2020 212

The Three Pillars of Customer Experience Management


But the methods we’re using to manage the customer experience are stuck in the past. Moving customer experience into the future requires a whole new outlook on how we manage CX. While there are many approaches to managing CX, we believe that modern organizations must use the three pillars of customer experience to provide best in class experiences: Pillar #1: Customer experience must be measured by the customer journey. Customer expectations are higher than ever.

Pressure Points: How to Ensure Your B2B Pipeline Passes Inspection

This eBook highlights best practices for developing a pipeline management process that helps sales leaders and their team C.L.O.S.E (you’ll see what we mean in this eBook) more revenue through data-driven prospecting, stage analysis, and subsequent sales enablement.

Guest Post: Maximize Productivity with a Customer Experience Management Platform

Shep Hyken

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. What is a CX management platform? How can a customer experience management platform improve productivity?

2021 63

Taking Field Service Management to the next level with AR


Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. The post Taking Field Service Management to the next level with AR appeared first on TechSee.

2020 109

Optimize Your Customer Experience Management Strategy


In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management? Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations. This is a fairly high-level overview of customer experience management, but there are multiple facets of a solid CXM strategy. .

Guest Post: 6 Best Business Management Tips While Investing in Customer Experience

Shep Hyken

The post Guest Post: 6 Best Business Management Tips While Investing in Customer Experience appeared first on Shep Hyken. Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing.

2021 85

How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

Managing Health Insurance CX During "Crunch Times" and Year Round


When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.

Increase Customer Satisfaction Scores with Knowledge Management

CSM Magazine

Learn how a Knowledge Management system can help keep your customers satisfied. At times like these, a Knowledge Management system could prove to be a boon for organisations looking to revamp and revitalise their customer experience and boost customer satisfaction.

2021 56

Data Management Services Are A Vital Aspect In Business Processes

Magellan Solutions

What are data management services vital for businesses? Therefore, data management initiatives should be taken in order to increase the quality of the data and information. . Organizations have to manage the data cycle well. Reasons Why Data Management Is Important To SMEs.

2021 52

Customer Experience Management in 2019

Upstream Works

However, with a firm grasp of some of the advancements that 2018 has brought us, it’s logical to predict that these will continue to make an impact on Customer Experience Management in 2019. Dedicated Desktop and Customer Journey Management. But adding on channels in an ad hoc manner created a big challenge – namely how to manage multiple bolted-on systems and still provide a consistent and measurable experience? Analytics and Data Management.

2019 84

How ZoomInfo Enhances Your Database Management Strategy

Forward-thinking marketing organizations have continuously invested in a database strategy for enabling marketing processes. Download this ebook to learn how to maintain a strategy that includes refreshed information, database cleanses, and an accurate analysis at the same time.