Experience Investigators

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM?

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Intercom, Inc.

APRIL 28, 2022

Passionate about customer-centricity, Yamini believes the key to sustainable growth is customer retention and aligning all teams around the customer – and for her, the Flywheel model is just a better metaphor for how today’s organizations interact with customers and how they can drive business growth.

CRM 118

CRM Start-ups Voice of the Customer Customer Journey Map 118

Experience Investigators

OCTOBER 17, 2023

Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience. These outcomes can include increased customer retention, higher customer lifetime value, and improved brand reputation.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Retently

NOVEMBER 27, 2024

By understanding who your customers are, what they need, and how they shop, you can create experiences that truly resonate with them. When customers feel understood, they’re more likely to return – and that’s a win for both customer satisfaction and business growth. That’s where the real growth happens.

Sales 148

Sales Social Media Predictive Analytics Start-ups 148

Gainsight

JULY 30, 2024

By optimizing processes to reduce the customer effort required, organizations can enhance customer satisfaction and increase the likelihood of repeat business. A lower effort score is often directly correlated with higher customer satisfaction and enhanced customer retention.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Social Listening 52

SugarCRM

DECEMBER 29, 2022

In the early 2000s, customer relationship management (CRM) platforms were something only the early adopter companies had. More than that, they demonstrate true value by driving business growth into the future. More than that, they demonstrate true value by driving business growth into the future.

CRM 26

CRM Customer Relationship Management Sales Business Growth 26

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Hodusoft

JUNE 7, 2024

Customer Relationship Management (CRM) Integration Call and Contact center agents often use CRM software to access: Customer information Previous interactions Purchase history Other relevant data This helps agents provide personalized assistance and streamline communication.

Contact Center 52

Contact Center Net Promoter Score Social Media Omnichannel 52

SugarCRM

AUGUST 11, 2022

This has been identified as one of many challenges currently affecting businesses, alongside pandemic recovery, inflation, and other economic woes. This churn will be detrimental to business growth, revenue, and reputation without appropriate intervention. Breaking the Silos: Fusing AI and CRM.

Customer Retention 26

Customer Retention AI Artificial Intelligence CRM 26

SugarCRM

JANUARY 19, 2023

This has been identified as one of many challenges currently affecting businesses, alongside pandemic recovery, inflation, and other economic woes. Without appropriate intervention, this churn will be detrimental to business growth, revenue, and ultimately reputation.

Customer Retention 26

Customer Retention AI Artificial Intelligence CRM 26

Gainsight

MAY 18, 2023

They don’t just think about success for a few customers, they set out to accomplish success for all customers. As a result, their companies reap the rewards of stronger adoption and customer retention. Certinia provides customer-centric solutions to accelerate business growth. Well done, HMH!

Invoicing 52

Invoicing Scorecard Innovation Machine Learning 52

Adrian Swinscoe

NOVEMBER 29, 2024

Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall […] The post Broken funnels, flywheels and human messaging – Key insights from HubSpot executives at GROW Europe 2024 first appeared on Adrian Swinscoe.

Customer Relationship Management 147

Customer Relationship Management Artificial Intelligence Business Growth Customer Relationship 147