ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. With competing priorities and constantly evolving technology, it can be easy to get sidetracked without one. That’s okay!

Customer Success 52

Customer Success Roadmap Net Promoter Score Touchpoint 52

Oracle

SEPTEMBER 19, 2018

Oracle OpenWorld 2018 will take place October 22-25 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Here are 5 of the upcoming, must-see sales-focused sessions. You can also view the full sales session catalog here.

2018 49

2018 Sales Roadmap Loyalty 49

Avaya

APRIL 15, 2019

Enables new sales or upsell (12%). As with any technology, don’t deploy it just for technology’s sake. You need solid technology partners. The post Roadmap to Achieve AI Benefits for Customer Experience appeared first on Avaya Connected Blog. The key findings: Improves customer satisfaction (30%).

Roadmap 47

Roadmap Customer Experience Contact Center Customer Satisfaction 47

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap.

Roadmap 52

Roadmap Technology Financial Metrics 52

Gainsight

FEBRUARY 29, 2024

Partner Success has been long talked about in Customer Success programs, but it’s had limitations in practice due to technology constraints like data security requirements and lack of Customer Success capabilities among partners. The value of the partnership no longer stops at the initial transaction.

Customer Success 52

Customer Success Webinar Roadmap Customers 52

Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. Prior to Alteryx, Libby was a leading sales representative for the media, advertising, telecommunications and automotive industries at Strategic Mapping, a provider of spatial analytics and mapping software. About Libby.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

Service Untitled

JULY 16, 2012

I just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ). In a nutshell, Roadmap to Revenue helps us understand the customer-centric instead of the common company-centric mindset. ” Following the correct route, the organization arrives at the ultimate reward of success.

Roadmap 46

Roadmap Books Customer Centricity Social Media 46

COPC

JANUARY 9, 2024

By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry. Lance Gruner: Our customers expect a seamless experience with every interaction, from sales to service.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

CX Accelerator

JULY 1, 2020

Now more than ever, technology is vitally important. Here are five tips to have a successful digital transformation: Understand your digital transformation objectives and create a strategy, marrying business and technology in the final deliverable. This company bumped up their 2022 digital transformation strategy to 2020.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

ViiBE Blog

OCTOBER 28, 2021

The main goal of a company should be to create a satisfied customer, by delivering a great customer service roadmap and quality products, while applying the right strategies. This requires companies to design a positive customer journey at each touchpoint along the customer roadmap. What does CX mean in technology?

Social Media 52

Social Media 2023 Roadmap E-support 52

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Refining post-sale strategies to better understand and meet the needs of customers. For example, unified data bridges the gap between sales and CS teams.

Customer Success 92

Customer Success 2023 B2B Customer Relationship Management 92

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. Many of the aspects of our customer community are tailored to help our customers get the support they need and also gain inspiration and knowledge from a broad network of Customer Success, Sales, Marketing, and Product professionals.

Connections 52

Connections Chief Customer Officer E-support Events 52

Totango

AUGUST 23, 2022

B2B customer journey touchpoints mark the roadmap toward successful outcomes for clients and CS teams. Finally, we’ll offer some guidelines on how to structure your B2B customer journey map around key touchpoints and how to use technology to automate an effective touchpoint management strategy. Sales checkout carts. Video chat.

Touchpoint 116

Touchpoint Customer Journey B2B Customer Journey Mapping 116

CSM Magazine

MARCH 14, 2022

With the launch of this partnership, users of Nicereply and EvaluAgent will be able to close the loop between the voice of the customer and internal quality scores without the need to change survey supplier or invest in additional technology.

Customer Service 52

Customer Service Net Promoter Score Roadmap Effort Score 52

Experience Investigators by 360Connext

JUNE 22, 2021

Traditional business education and even standard business plans don’t include much focus on the customer’s journey beyond the basics of getting the sale and delivering a product or service. Use that information to inform your roadmap for improvements. Staying in touch doesn’t mean just sending promotional or sales offers.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

West Monroe

JANUARY 16, 2024

With the rise of technology-enabled products and services and the criticality of digital transformation to historically non-technical businesses, technology diligences have become table stakes. Technology diligence has become essential, given the significance of digital transformation.

Roadmap 52

Roadmap Technology Communication Presentation 52

Oracle

FEBRUARY 21, 2020

Over 40 of these sessions will focus on the most relevant, cutting-edge customer service trends and technology. Oracle Digital Customer Service Overview and Roadmap. Roadmap session featuring Jeremy Kembel, Product Management, Oracle. Ready to register for Oracle Modern CX 2020?

2020 62

2020 Customer Service Roadmap Hospitality 62

TechSee

AUGUST 31, 2022

While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. Consider your team culture and their technology stack. The barrier between buying great technology and making a real impact is the adoption and deployment of that technology. Internal Adoption. End-User Adoption.

Engagement 109

Engagement Culture Technology Omnichannel 109

Magellan Solutions

OCTOBER 23, 2023

68% of marketers say outbound marketing generates the highest-quality leads for their sales force. We’ll explore the secrets of inbound and outbound telemarketing, the engines of customer engagement and sales conversion. This section provides a roadmap to successful inbound telemarketing.

Customer Centricity 52

Customer Centricity Customer Satisfaction Loyalty Sales 52

Integrity Solutions

MARCH 19, 2024

As a sales leader have you looked at your forecast and asked questions like these: “Do we have enough opportunities in our forecast to confidently make our goal this quarter/year?” ” Sales forecasting accuracy is one of the most important processes for running a successful sales organization.

Sales 107

Sales Roadmap Culture Management 107

Lumoa

JANUARY 27, 2023

A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales. Any interaction with a customer- whether before, during, or after a sale- should be counted as a potential touchpoint for audit purposes. A roadmap can help prioritize which steps should be taken first.

Customer Journey Mapping 83

Customer Journey Mapping Customer Experience Customer Service Touchpoint 83

Totango

FEBRUARY 11, 2022

Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. Technology research firm Gartner projects that by 2025, 80% of B2B interactions between suppliers and buyers will be digital.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

SurveyGizmo

JUNE 9, 2020

Announcing the Sales Motion Optimizer Solution: Close More and Bigger Deals. 80% of buyers say the sales experience is as important as the actual product. Our new Sales Motion Optimizer Solution delivers a hyper-personalized sales experience that fully engages prospects. We’ll share our progress in future newsletters.

2020 80

2020 Roadmap Sales Consumers 80

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. One without the other can lead to even the most cutting-edge tools failing to work together, or worse, the deployment of the wrong CX tools and technologies all together.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

CustomerSuccessBox

APRIL 12, 2022

With plenty of priorities already lined up for business growth, most businesses miss out on defining a growth roadmap for individual clients. Throughout the customer journey, there are various touchpoints and with the smart technology and data-driven comprehensive, these insights are easily available. Planning customer growth pathway.

2022 52

2022 Customer Success Customer Journey Mapping Net Promoter Score 52

Totango

SEPTEMBER 17, 2021

We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses. What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. Informs Your Product Roadmap. Why is it so common?

Sales 75

Sales Customer Journey Mapping Loyalty User Experience 75

SurveySparrow

SEPTEMBER 5, 2023

It’s the ease of finding information online, the helpfulness of the sales team, the convenience of the purchasing process, and the quality of after-sales service. Similarly, in the automotive world, a remarkable customer experience translates to more than just a car sale. Consider your favorite coffee shop.

Automotive 52

Automotive Customer Experience Touchpoint Multi-Channel 52

Oracle

JANUARY 22, 2021

A new generation of CX technology is reshaping the way consumers deal with money. Digiday reports that point-of-sale loans are on the rise. Retailers across sectors are introducing point-of-sale loan programs like Afterpay , Klarna , and Affirm. Afterpay , for example, reports that their partners see a 22% sales increase.

Financial 110

Financial Consumers Banking Innovation 110

Ecrion

FEBRUARY 20, 2020

Creating a customer journey map helps you visualize the customer experience and make changes that increase sales and positive interactions. This journey encompasses the entire experience – from the first time they hear your brand name to visiting your website and hopefully, making a sale. But not all inquiries convert to sales.

Customer Journey Mapping 103

Customer Journey Mapping Customer Journey Touchpoint Roadmap 103

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In All of the above (and more).

Customer Success 59

Customer Success Management Roadmap Feedback 59

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. During this time, autonomous vehicle technology has advanced incrementally.

Contact Center 111

Contact Center Banking Roadmap Insurance 111

2020 Research

SEPTEMBER 19, 2023

Uncover the practical ways in which AI can be harnessed to uncover deep, meaningful insights in our webinar, Harnessing AI in Market Research: A Roadmap to the Future Register Now The impact of Artificial Intelligence (AI) across industries is undeniable. But how does this translate to the world of market research? Raj: Definitely.

Insights 64

Insights Marketing Innovation Roadmap 64

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Q: What are your recommendations on keeping CSMs from being shoved down to a lower level customer contact after the initial sale.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

ShepHyken

SEPTEMBER 20, 2019

With more B2B companies choosing support software technology as their “hub” for all customer communication, it’s important to determine what departments need access and why. By monitoring the frequency of feature requests and bug report tickets, it lets them create a realistic product roadmap for meeting customer demands.

B2B 109

B2B Blog B2C Sales 109

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from? Hello Atlas members! You heard right!

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

CSM Magazine

FEBRUARY 1, 2022

By launching Smart Quality we have created a unique platform that has become mission critical for customer service and sales teams looking to empower their agents and increase customer satisfaction.

2022 52

2022 2021 Roadmap 2020 52

Customer Bliss

NOVEMBER 15, 2018

When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128