eglobalis

FEBRUARY 3, 2025

CRM, ERP, and marketing platforms) to create a 360-degree view of the customer. For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis.

B2B 399

B2B AI Predictive Analytics Sentiment Analysis 399

ECXO

MARCH 6, 2025

Most B2B companies have vast amounts of customer data spread across CRM systems, support ticket databases, ERP platforms, websites, and more. For example, implementing a customer data platform or upgrading the CRM can help consolidate information about customer interactions, transactions, and preferences into one unified profile.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

MARCH 13, 2025

Implement key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates as part of leadership evaluations and compensation structures. Break transformation into manageable phases (e.g.,

CX 242

CX CX Transformation B2B B2C 242

eglobalis

JUNE 27, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights.

Customer Experience 467

Customer Experience VOC Net Promoter Score Government 467

ECXO

JULY 29, 2024

This process involves leveraging a range of solutions, including Customer Relationship Management (CRM) systems, Voice of Customer (VOC) programs, Customer Data Platforms (CDPs), real-time analytics systems, and other tools to track customer interactions and glean insights.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

AUGUST 19, 2024

Metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) are commonly used. Salesforce (USA) : Multivariate testing optimizes the CRM platform, refining user experience and driving higher adoption rates.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Retently

NOVEMBER 6, 2018

One of the biggest strengths of Net Promoter Score ® is its simplicity. Calculate your Net Promoter Score using the collected data. In total, even the bare minimum for in-house Net Promoter Score is an eight-step process. Calculating Your Net Promoter Score Using Collected Data.

Net Promoter Score 72

Net Promoter Score NPS Close the Loop Text Analytics 72

SurveySensum

APRIL 16, 2025

Your CRM is smart. Thats where CRM surveys come in. In this blog post, were cracking the code on CRM surveys. Everything you need to convert your CRM into a data powerhouse – types, questions, use-cases, best practices, and more. What is a CRM Survey? This is how CRM surveys can help save the day.

CRM 52

CRM Customer Feedback NPS Touchpoint 52

ECXO

DECEMBER 4, 2024

c. Net Promoter Score (NPS): NPS measures customer loyalty and satisfaction by asking customers to rate on a scale of 0-10 how likely they are to recommend the software to others. This score helps assess overall customer sentiment and identify promoters, passives, and detractors.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Retently

OCTOBER 26, 2023

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. Also, should you let it affect your Net Promoter Score? This brings up an essential aspect of using Net Promoter Score effectively.

Net Promoter Score 146

Net Promoter Score NPS Close the Loop Customer Feedback 146

eglobalis

OCTOBER 1, 2024

Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. Additionally, integrating CRM systems with collaborative platforms can provide Sales and CX teams with real-time customer data, enabling more personalized and effective customer interactions. The result?

CX 458

CX Finance Customer Journey Map Innovation 458

SugarCRM

AUGUST 28, 2020

Since its conception in the early 2000s, Net Promoter Score (NPS) has been a widely used metric to help businesses identify their most loyal customers. This powerful data can help businesses identify their most passionate customers (aka promoters) and has been widely regarded as a vital indicator of growth potential.

Net Promoter Score 57

Net Promoter Score NPS CRM Customer Relationship Management 57

Execs In The Know

MARCH 31, 2025

Spirit implemented a CRM that connected all customer touch points, empowering agents with a full customer interaction history and loyalty data. The results speak for themselves: A 20+ point increase in Net Promoter Score (NPS) , reflecting improved customer satisfaction.

AI 78

AI Customer Experience Net Promoter Score Legal 78

SurveySensum

APRIL 14, 2025

Thats where NPS ( Net Promoter Score ) can be your closest ally. By categorizing customers into promoters, passives, and detractors, you will get a clear picture of your customer sentiments. Are your customers truly happy and satisfied with your brand? But once you have the survey responses, how do you calculate your NPS?

NPS 52

NPS Net Promoter Score AI Customer Loyalty 52

Customer Experience Matrix

OCTOBER 22, 2013

CRM in particular has a vastly worse rating, but even email, Web analytics, and Web content management show more detractors and fewer promoters. The product segmentation data is aggregated to determine Net Promoter Score at a category level.” The folks at G2 were kind enough to reformat some of their data for me.**

Net Promoter Score 124

Net Promoter Score CRM 124

InteractionMetrics

NOVEMBER 21, 2024

Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS). CRM Systems : Salesforce Einstein and HubSpot CRM track customer preferences and offer tailored recommendations. Access to CRM systems for consistency in responses.

Customer Service 52

Customer Service Mystery Shopping Net Promoter Score Customer Journey Map 52

Intercom, Inc.

MAY 22, 2019

To understand the voice of the customer , companies need to measure three critical points in the user experience: onboarding effort, support satisfaction and an overall net promotion score that measures relationship health. It’s time for product teams to go from being revenue-led or product-led to being customer-led.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Totango

APRIL 5, 2022

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. NPS software is the technology that facilitates the collection and practical application of Net Promoter Score data. What Is NPS Software?

NPS 108

NPS Net Promoter Score Customer Satisfaction Customer Retention 108

Retently

JUNE 24, 2018

While you can send a survey and get a score using these platforms, there are certain benefits to using a specialized NPS survey tool. The main reason for adopting a specialized Net Promoter Score® software is because they are developed with NPS in mind. Customer feedback loop. NPS workflows. Export customer feedback.

NPS 91

NPS Net Promoter Score CRM Customer Feedback 91

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” NPS: Net promoter score is powerful stuff. Net promoter score measures how likely potential customers would be to recommend your call center’s services or company’s products to their loved ones. He’s right!

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sports 142

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. With decades of expertise in Net Promoter surveys , we know what works. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way.

NPS 52

NPS Net Promoter Score Customer Satisfaction Social Media 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Lynn Hunsaker. Customer Knowledge (ways of understanding customers).

CRM 66

CRM CEM Non-Profits Customer Experience 66

Taylor Reach Group

OCTOBER 14, 2020

CRM Magazine. For 4 years we have been tracking our net promoter score and the lowest score we have achieved is 88 and the highest is 100. Taylor Reach senior leaders have published more than 2,000 articles on the topic of contact center, customer experience, transformation, etc. Customer Think. Call Centre Times.

Net Promoter Score 103

Net Promoter Score Contact Center Direct Marketing CRM 103

Retently

AUGUST 5, 2024

Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference. Integrating NPS into their CRM or incorporating CSAT into their helpdesk system helps them streamline operations and save costs. Top Pick for B2B SMBs 1.

NPS 101

NPS B2B Net Promoter Score Actionable Insights 101

Retently

MARCH 16, 2022

Customer Success professionals strongly rely on data (be it engagement, product adoption, CRM, survey data) and smart automation to constantly track customer health, in order to be one step ahead of expectations and one step closer to an outstanding end-to-end customer experience. reduced customer churn. optimized customer touchpoints.

Net Promoter Score 158

Net Promoter Score Customer Retention Customer Relationship NPS 158

SugarCRM

JULY 3, 2018

SugarCRM has once again come out on top as the leading CRM platform, for the fourth consecutive year. The results are in from PC Magazine’s annual Business Choice survey, which asks readers for their opinion on reliability, tech support experience and overall satisfaction on a range of CRM platforms.

Net Promoter Score 49

Net Promoter Score CRM Innovation Customer Satisfaction 49

Taylor Reach Group

MAY 1, 2020

Your Customer Relationship Management (CRM) system may make that easy for you, offering you a report of recent interactions from which to choose. If you have resources to devote, you can create a more sophisticated survey or even a post-call Customer Satisfaction (CSat) measurement like the Net Promoter Score ( NPS ).

CX 140

CX Net Promoter Score Customer Relationship Management NPS 140

Shep Hyken

DECEMBER 3, 2021

Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Creating an “Environment of Self Service” — XGS deployed a CRM system as well as an improved and expanded customer portal to capture and improve service levels .

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Lynn Hunsaker. Customer Knowledge (ways of understanding customers).

CRM 59

CRM CEM Non-Profits Customer Experience 59

Totango

NOVEMBER 25, 2020

Why CRM Data Visualization is Not Enough. CRM data visualization is not enough—merely providing a comprehensive view of the customer is insufficient. Here are some CRM shortcomings: Requires you to build the process from scratch. No true “customer health score” offered. Doesn’t leverage the latest best practices.

Net Promoter Score 112

Net Promoter Score NPS CRM Scorecard 112

Experience Investigators

APRIL 23, 2024

Is this the same as Customer Relationship Management, or CRM? CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Totango

NOVEMBER 23, 2021

Your CRM Can’t Handle Your Workload Anymore. If you’re using your customer relationship management tool as a customer success platform instead of using a dedicated CS tool, you’ll eventually reach a point where your workload exceeds what your CRM can handle. CRM tools are great at what they’re designed for.

Net Promoter Score 98

Net Promoter Score CRM Customer Feedback Sales 98

SugarCRM

MARCH 7, 2019

The article introduced the concept of the Net Promoter Score (NPS) and gave way to how many companies, now including the likes of Seimens, Phillips, GE, Apple Retail, American Express, along with two-thirds of the Fortune 1000, measure their brand value. Where does Customer Relationship Management (CRM) play into NPS?

Net Promoter Score 26

Net Promoter Score NPS CRM Customer Relationship Management 26

ECXO

AUGUST 21, 2024

3. Leverage Customer Relationship Management (CRM) Systems: Use CRM systems to manage customer interactions and data effectively. Implement Omnichannel Solutions: Ensure a seamless experience across all channels, whether online, offline, or mobile. 3.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

SugarCRM

FEBRUARY 28, 2022

CRM is a multi-billion-dollar industry estimated to reach a by 2027. CRM solutions are now considered an essential investment for delivering excellent customer experiences in the long term. The new 2022 CRM Impact Report from SugarCRM is all about that—offering a path forward. Customer Churn: The Result of Poor CX.

Customer Retention 49

Customer Retention CRM Net Promoter Score AI 49

Retently

MAY 31, 2024

Technical Proficiency : Familiarity with CRM tools and other relevant software is essential. Adequate Tools : Ensure CSMs have access to the right tools, such as CRM software, analytics platforms, and communication tools, to manage customer relationships effectively. Businesses need specific KPIs to evaluate the impact of their CSMs.

Net Promoter Score 142

Net Promoter Score Engineering Customer Retention Customer Feedback 142