Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 45

Customer Experience Management Customer Experience VOC CEM 45

Confirmit

SEPTEMBER 24, 2018

Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. What Are the Benefits of Customer Experience Management? How Can Confirmit Help You?

Customer Experience Management 40

Customer Experience Management Customer Experience VOC CEM 40

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. How to take actions on customer experience? Listen to your customers. B2B customer experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

PeopleMetrics

JUNE 4, 2019

Who are your customers? Are they businesses ( B2B ) or consumers ( B2C )? B2B companies usually have a smaller number of customers (typically called “clients”) who often pay a significant amount for products or services, while B2C companies usually have many customers with a lower comparative price point.

VOC 122

VOC B2C B2B CEM 122

PeopleMetrics

MARCH 26, 2018

If you're a B2B company, you may think about the first interaction prospects have with your sales team. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Touchpoints vary. As CEO, he guides the company’s vision and strategy.

Touchpoint 85

Touchpoint CEM Business Administration Machine Learning 85

PeopleMetrics

MAY 4, 2020

For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV). Start with the customers who have the highest CLV, then proceed from there. For B2B companies, every recover alert should include a follow-up — no exceptions!

Close the Loop 77

Close the Loop VOC CEM Business Administration 77

PeopleMetrics

AUGUST 7, 2019

Let’s take a hypothetical example where you are the head of CX for a B2B telecommunications company. Here’s one way you can go about building an ROI case with internal data: Determine the customer lifetime value (CLV) for each of your average clients, or the average revenue you can expect from the client—say, on average, $100,000 per client.

VOC 70

VOC CEM Close the Loop Business Administration 70

PeopleMetrics

OCTOBER 29, 2019

For B2B , we see response rates as high as 50%. If providing feedback takes longer than the actual customer experience, you have a major problem! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Watch the clock. As CEO, he guides the company’s vision and strategy.

VOC 61

VOC Double-Barreled Question CEM B2C 61