Intercom, Inc.

JULY 28, 2020

So every touchpoint in your customer journey – from acquisition to onboarding and support – needs to feel personal and connected. Offer high-intent buyers a direct line to your sales team. This combination of personal relationships and efficiency generates real business growth.

Start-ups 290

Start-ups Customer Expectations Business Growth Customer Relationship 290

Retently

MARCH 11, 2025

Their work directly impacts business growth by reducing complaints, improving support efficiency, and enhancing customer retention, they drive higher revenue and lower churn. CX Managers arent just fixers but business growth drivers. But in reality, their job goes far beyond answering tickets or handling complaints.

CX 120

CX Customer Experience Net Promoter Score NPS 120

Intercom, Inc.

MARCH 22, 2022

Building customer touchpoints is not the same as building engagement. Modern engagement is an open channel between the customer and the business – in the product, in the moment, on their terms, and ongoing throughout the entire customer journey. Now, support helps sales teams identify upsell and cross-sell opportunities.

Omnichannel 129

Omnichannel Touchpoint Sales Engineering 129

Lumoa

FEBRUARY 9, 2023

It involves creating customer touchpoints, analyzing customer feedback and data , and leveraging customer insights to build customer-centric products/services. By understanding customer needs and preferences, businesses can create customer experiences that drive customer engagement and customer loyalty.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds. Where Does the Data Come From?

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

SurveySensum

APRIL 28, 2025

But what is VOC, why is it crucial, and how can you leverage it to improve customer satisfaction and business growth? These testimonials can then be strategically showcased on websites, landing pages, app stores, and other key touchpoints where potential customers seek validation and can increase conversions by 270%.

VOC 52

VOC Social Media Voice of the Customer Net Promoter Score 52

Fonolo

SEPTEMBER 29, 2020

Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. Send out surveys to customers and get their feedback on your sales process. You’ll quickly touchpoints where there’s an opportunity to reduce friction for customers.

Customer Experience 141

Customer Experience Contact Center Touchpoint CX 141

SugarCRM

APRIL 14, 2022

Optimizing customer engagement and experience continues to be a key focus for sales and marketing leaders today, so our second Global Research Report hones in on the most significant challenges they face. ” 54% of sales leads generated by marketing are deemed to be either poorly qualified or underqualified. . Closing Thoughts.

Business Growth 48

Business Growth Artificial Intelligence ML CRM 48

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. That’s exactly what email signature surveys can do!

Customer Satisfaction 140

Customer Satisfaction Touchpoint Net Promoter Score Start-ups 140

Sprinklr

AUGUST 12, 2021

The last few years have brought unprecedented digital disruption to the way traditional sales and marketing operates in all companies, large and small. The benefits are clear: new business growth, increased competitive advantage, and an improved customer experience across all touchpoints.

Social Media 111

Social Media Education Sales Compliance 111

Retently

JULY 28, 2023

If we were to consider businesses in other countries, the numbers would probably be even worse. Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth.

CXM 128

CXM CX Start-ups Touchpoint 128

SurveySensum

OCTOBER 17, 2024

In other words, today’s modern connected consumer interacts with a business across multiple touchpoints. For instance, if the goal is to improve sales, then focus on the checkout page. More than 50% of companies are not able to translate customer feedback into actionable insights for business growth.

Customer Feedback 52

Customer Feedback Text Analytics Social Media Artificial Intelligence 52

VOZIQ

FEBRUARY 18, 2021

It requires going through the sales cycle all over again and involves expenses on every stage, such as campaigns, advertising, commissions etc. Besides, attracting new prospects puts additional pressure on sales teams and consumes a major share of marketing budget and resources, eating into the share reserved for retention initiatives.

Touchpoint 98

Touchpoint Business Growth Sales Customer Relationship 98

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. For example, during the sales to customer success handover , it is critical that both teams communicate efficiently to provide a seamless customer experience. .

Actionable Insights 94

Actionable Insights Touchpoint Sales Business Growth 94

Retently

APRIL 6, 2022

Map the critical touchpoints, set clear objectives and hence build relevant CSAT questions that could lead to the desired outcome. At Key Customer Lifecycle Touchpoints. Or you could trigger a CSAT survey after a purchase was completed or after the delivery of the respective items to help you assess your after-sale performance.

Customer Satisfaction 154

Customer Satisfaction Healthcare Retail Touchpoint 154

Retently

MARCH 14, 2023

In this article, we’ll compare post-purchase NPS surveys and product reviews as a measure of customer satisfaction, provide ecommerce businesses with a better understanding of the strengths and limitations of these two methods, and explore whether product reviews can be an alternative or rather complementary to NPS surveys.

NPS 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

CSM Practice

JANUARY 13, 2021

In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention. Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Meaningful relationships, cadences, and touchpoints.

Touchpoint 98

Touchpoint Start-ups Education Sales 98

Intercom

FEBRUARY 27, 2025

Omnichannel brand consistency: Maintain your brand voice and support quality whether players reach out through live chat, email, social media, or in-app messaging, creating a seamless experience across all touchpoints. Join the thousands of companies already using Fin to transform their support and drive business growth.

Gaming 52

Gaming Compliance AI Sports 52

SugarCRM

OCTOBER 20, 2021

The post-pandemic era has created unique challenges for marketing and sales teams unfamiliar with remote work and those who traditionally relied on face-to-face interaction with customers. A new pulse survey from SugarCRM reveals plenty of room for improvement to align sales and marketing teams. Read on to see our findings!

Sales 39

Sales CRM Touchpoint Technology 39

Gainsight

MARCH 7, 2023

To build a durable business in this market, organizations simply can’t increase CSM headcount to keep pace with business growth. In turn, pooled CSM teams can operationalize every touchpoint along the customer journey—so they never miss an opportunity to drive value for customers and revenue from renewals and expansions.

Healthcare 102

Healthcare Start-ups Touchpoint NPS 102

Experience Investigators

APRIL 23, 2024

Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales. This loyalty translates into substantial financial benefits, as loyal customers are not only more likely to make repeat purchases but also to advocate for the brand, thereby increasing referrals and sales.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

CommBox

JUNE 4, 2024

An Omnichannel communication strategy holds the key, offering a seamless, integrated customer experience across all touchpoints. Omnichannel communication integrates all customer touchpoints to provide a unified and consistent experience. Is enhancing customer experience and satisfaction central to your company’s mission?

Omnichannel 52

Omnichannel Social Media Touchpoint AI 52

Retently

AUGUST 12, 2024

Relationship NPS tracks long-term loyalty and satisfaction trends, while transactional NPS provides immediate feedback on specific touchpoints. Effective NPS tools should capture feedback from all these touchpoints to provide a comprehensive view of the customer experience. However, the metric can be used in different contexts.

NPS 80

NPS Retail Net Promoter Score Touchpoint 80

SugarCRM

SEPTEMBER 10, 2024

For business continuity and customer service, a customer relationship management (CRM) system is essential. These systems help us to better understand our customers, managing key touchpoints and serving them better to drive business growth. This may include touchpoints or milestones in their journey, for instance.

CRM 49

CRM Invoicing Predictive Analytics Manufacturing 49

CommBox

JUNE 30, 2024

Continually exceeding customer expectations can nurture loyalty, drive growth, and enhance their reputation. To really connect with your customers, prioritise empathy and strive to understand and share their feelings at the touchpoint of their journey with your business. This allows customers to stay informed and engaged.

E-commerce 52

E-commerce AI Social Media Touchpoint 52

CSM Practice

NOVEMBER 4, 2020

Every business needs to grow. However, business growth cannot be achieved by simply implementing upsell and cross-sell strategies. There was also a need to increase behind-budget product sales to withstand any calamities that can be encountered. The upsell campaign was a response to our lagging mining product sales.

Sales 75

Sales Touchpoint Business Growth 75

InteractionMetrics

MARCH 13, 2025

Optimize the Customer Journey Customers expect seamless experiences across every touchpoint with your business. Categorize Insights Clearly Organize sentiment data clearly by department, such as marketing, customer support, product development, and sales. Here is the framework.

Sentiment Analysis 52

Sentiment Analysis Customer Experience Machine Learning Social Media 52

Zendesk

MARCH 17, 2022

This may differ depending on the size of your business and the style of your customer service. Customer relations is one of the most undervalued aspects of potential business growth (partially because it can require a large investment). Ensuring the customer service experience is consistent across customer touchpoints.

Customer Relationship 98

Customer Relationship Sales Customer Service CRM 98

Totango

FEBRUARY 6, 2020

Every touchpoint along the customer journey—from the initial sales event to support tickets, product usage metrics, and customer feedback —generates unique data. For example, during the sales to customer success handover , it is critical that both teams communicate efficiently to provide a seamless customer experience. .

Actionable Insights 62

Actionable Insights Touchpoint Sales Business Growth 62

VOZIQ

JULY 30, 2021

It’s a direct indicator of how much value a customer is expected to create over the lifetime of their association with your business. CLV helps you monitor key indicators of business performance such as margin, retention and loyalty. The results from Formation’s survey of 2000 U.S. Drive profitable retention at scale.

Customer Acquisition 59

Customer Acquisition Touchpoint Machine Learning Customer Retention 59

SurveySensum

FEBRUARY 24, 2023

touchpoints during the purchase process, with 5.5 By keeping your website updated, you can experience a range of benefits, such as increased sales, improved online reputation, and acquisition of new customers. It’s also crucial to ensure that the survey is relevant to the specific touchpoint to which it is being sent.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Customer Feedback CRM 52

VOZIQ

AUGUST 13, 2023

Customer Care Alchemy (Business Growth Chronicles Book 5) by Thomas Gresham “Customer Care Alchemy” by Thomas Gresham is a transformative masterpiece that unveils the secrets to creating extraordinary customer experiences that leave a lasting impact. Get the book by clicking here.

Customer Acquisition 52

Customer Acquisition Customer Retention Finance Actionable Insights 52

Retently

OCTOBER 19, 2018

If we were to consider business in other countries, the numbers would probably be even worse. Whichever way you look at it, it’s clear that unhappy customers ( who are much more likely to leave your brand , naturally) are a huge threat to business growth. How Did the CCO Position Come to Be?

CX 81

CX Start-ups Business Growth Sales 81

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX. Thanks to its expansive nature, CX strategies are constantly in flux.

Customer Experience 78

Customer Experience ML Social Media CX 78

SurveySensum

JULY 29, 2024

Did you know 91% of sales professionals upsell, and team upselling tactics drive 21% of company revenue on average? By leveraging upselling techniques you can boost your business revenue and enhance customer satisfaction. Upselling is one of the sales techniques that businesses use to offer customers premium products or services.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Touchpoint 52

Retently

APRIL 5, 2024

It’s an environment where shoppers feel understood and valued at every touchpoint. Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

SurveySensum

DECEMBER 24, 2024

SurveySparrow SurveySparrow is an all-in-one platform that optimizes all the touchpoints in a customers journey with intelligent features and an omnichannel experience. UserReport provides an easy-to-set-up kit to identify your customers and increase your sales pitch. 10 Best Qualtrics Competitors and Alternatives in 2025 3.

Sentiment Analysis 52

Sentiment Analysis NPS AI Start-ups 52