Intercom, Inc.

JUNE 14, 2022

Customer relationship management (CRM) is a strategy and methodology that revolves around using data and feedback to build authentic, meaningful relationships with prospects and customers, keeping them connected and loyal to your company. What is customer relationship marketing? .

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

ECXO

AUGUST 12, 2024

Similarly, in regions like Latin America (LATAM), North America (NAM), and Europe, the Middle East, and Africa (EMEA), tailored MarTech strategies are proving essential for elevating CX in line with distinct market dynamics and customer expectations. The ECXO is an open access CX Professional Business Network.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

DECEMBER 4, 2024

Assertions that advancements in artificial intelligence (AI) and automation will replace human-led CX strategies overlook the complexity of customer relationships, the role of cultural nuances, and the limitations of technology in addressing human-centric needs across both B2B and B2C environments.

B2B 367

B2B Artificial Intelligence AI Construction 367

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This makes it less effective for understanding ongoing customer relationships and predicting future behavior.

NPS 393

NPS Net Promoter Score VOC Actionable Insights 393

eglobalis

MARCH 13, 2025

The message is clear investing in CX transformation isnt just a nicety, its a catalyst for revenue growth, customer loyalty, and competitive advantage. At the same time, B2B customer expectations have risen. Todays B2B buyers expect seamless, personalized experiences on par with their B2C consumer experiences.

CX 222

CX CX Transformation B2B B2C 222

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 378

Customer Experience Social Media Predictive Analytics AI 378

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97

Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. Afterward, customers remember what happened and compare it to what they thought would happen. By staying agile, you can adapt to your strengths.

Customer Expectations 88

Customer Expectations E-commerce Social Media Artificial Intelligence 88

ECXO

JULY 10, 2024

The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction. Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 422

Customer Experience Net Promoter Score VOC Government 422

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Building Relationships: AI can flag at-risk customers, but personalized outreach is what rebuilds trust and loyalty.

NPS 118

NPS AI E-commerce CX 118

ECXO

OCTOBER 30, 2024

Similarly, in the realm of customer experience, personalization is key. Customers today expect brands to understand their preferences, behaviors, and needs. Implementing data analytics and customer relationship management (CRM) tools can help businesses tailor their offerings and communication effectively.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Testing a points-based loyalty program where customers earn discounts on future purchases. Data-driven decisions lead to fewer complaints, higher retention, and stronger customer relationships.

CX 115

CX Customer Experience Net Promoter Score NPS 115

ECXO

OCTOBER 23, 2024

Customer Service + AI = Customer Success 3.0 In the current extremely competitive (and sometimes even aggressive) market landscape, in which the power of the purchasing decision is in the hands of the customers and that quality and agility have become a given, organizations strive to provide exceptional customer experiences.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 88

Customer Expectations Machine Learning AI Technology 88

Customer Think

MARCH 9, 2023

To ensure lasting customer relationships, it’s essential that you meet the expectations of your target audience. Most businesses think that they’d be able to meet customer expectations with generic offerings. Your customers can have different preferences. This is a common mistake.

Customer Expectations 64

Customer Expectations Customer Relationship 64

Intercom, Inc.

MARCH 1, 2022

We are in the midst of a complete transformation in how companies and customers interact with one another. As all businesses become at least partially digital businesses, customers expect those online interactions with companies to be convenient, effective, and personalized. We obsess about our customers’ success.

Customer Relationship 211

Customer Relationship Customer Expectations Customer Experience 211

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This is at odds with customer expectations. As we mentioned earlier, customers know the value of their data.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Likewise, if the feature is accepted but will take time, setting clear expectations helps maintain strong customer relationships.

Customer Feedback 486

Customer Feedback Compliance Innovation B2B 486

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve.

CX 481

CX Innovation Manufacturing Technology 481

Intercom, Inc.

NOVEMBER 11, 2020

But how are support leaders staying ahead of rising conversation volumes and sky-high customer expectations? Today, modern customers expect both personal and efficient support. Discover five trends transforming customer support. Our new report reveals that conversational, messenger-based support is key.

B2C 145

B2C Customer Expectations B2B Customer Satisfaction 145

SurveySensum

OCTOBER 2, 2024

Customer Experience Management vs. Customer Relationship Management – What are the Key Differences? Good customer experience goes beyond a transaction — it’s about making your customers feel heard, valued, and understood. But as customer expectations evolve, so do the tools to manage them.

Customer Relationship Management 52

Customer Relationship Management Customer Experience Management Customer Relationship CXM 52

Win the Customer

NOVEMBER 25, 2024

Human interaction is crucial for building trust, resolving complex issues, and fostering long-term customer relationships. Customer Feedback: Gather feedback from customers to identify areas for improvement and refine your approach.

AI 59

AI Artificial Intelligence Customer Satisfaction Technology 59

Execs In The Know

NOVEMBER 6, 2024

By addressing these situations proactively, organizations can transform negative experiences into positive ones, strengthening customer relationships in the process. Enhancing Service Recovery to Build Customer Loyalty Service recovery offers companies a unique chance to exceed customer expectations.

Customer Retention 52

Customer Retention Sentiment Analysis Contact Center Compliance 52

Intercom, Inc.

JULY 8, 2020

Today’s customers expect, and are demanding, more – and that’s exactly why we’ve leaned into conversational support at Intercom. Conversational support engages our customers with a messenger-based experience that’s at once personal and efficient. For too long, “good enough” customer support was just that – good enough.

Social Media 203

Social Media Contact Center Customer Expectations Gaming 203

SugarCRM

JULY 30, 2024

Meeting those expectations and consistently delivering reliable experiences has become a priority for enterprises across all industries. But how do you keep up with evolving customer behavior, needs, and preferences? Through customer relationship management and CRM tools, to be more exact.

Customer Relationship Management 49

Customer Relationship Management Customer Relationship Predictive Analytics CRM 49

Intercom, Inc.

AUGUST 25, 2021

Eoghan on the potential for automation to transform customer relationships. The transition to online business has dramatically expanded the number of customers any given business deals with – and also increased the complexity of customer issues to be resolved. Changing the support conversation.

Start-ups 220

Start-ups Customer Expectations Sales Innovation 220

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91

Bill Quiseng

APRIL 25, 2021

With restrictions being lifted and vaccinations for everyone available soon, now is the best time to assert yourself to reinvent your customer experience. As a direct result of the pandemic, customer expectations have changed dramatically. So, the experience before the pandemic is no longer good enough. Allocate resources.

Mystery Shopping 190

Mystery Shopping Customer Experience Hospitality Hospitality 190

Intercom, Inc.

MARCH 15, 2022

In today’s market, customers expect personalization. According to one report , 66% of customers expect companies to understand their needs and expectations – but say that they’re generally treated like numbers instead. Ready to grow your customer relationships with marketing that matters?

Start-ups 129

Start-ups Customer Relationship Customer Expectations Sales 129

Retently

MARCH 16, 2022

What is the role of Customer Success? SaaS companies were the early adopters of Customer Success, as customer retention started to become a real challenge. The Customer Success Manager (CSM) is thus not a passive role. Difference in Focus between Customer Support and Customer Success.

Net Promoter Score 157

Net Promoter Score Customer Retention Customer Relationship NPS 157

Callminer

APRIL 26, 2017

First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. Definition of First Call Resolution.

Contact Center 140

Contact Center Social Media Customer Satisfaction Customer Relationship Management 140

Intercom, Inc.

AUGUST 13, 2020

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Caught in the middle are customers who bear the burden of having to repeat information and replay conversations. Listen to the full episode above or get Yoli’s key takeaways below.

Social Media 209

Social Media AI Sales B2B 209

Intercom, Inc.

OCTOBER 7, 2020

If it wasn’t for those pesky customers with problems, profits would be through the roof, right? There is no escaping the fact that supporting your customers costs money. Basecamp has customers that have been with it for over a decade, since the product first launched. Support to distinguish.

Manufacturing 196

Manufacturing Customer Retention Sales Start-ups 196