ECXO

JULY 26, 2023

Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end customer experiences at every touchpoint. Improve the omnichannel experience Real-time data enables businesses to provide a seamless omnichannel experience for customers. That’s a lot to think about for now.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Intercom, Inc.

OCTOBER 22, 2020

As he puts it: In the latest episode in our Scale series, Intercom’s Dee Reddy caught up with Nate to learn how to tune in to the voice of the customer, and how a holistic approach to customer experience can be the ultimate brand differentiator. As Nate puts it: The customer voice gets louder. Experience engineering.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Retently

MARCH 11, 2025

A CX Manager is responsible for the entire end-to-end customer journey, making sure every touchpoint from store purchase to post-fulfillment support is smooth, frustration-free, and ultimately leads to happier, more loyal customers. Creating educational content if a product requires extra guidance (e.g.,

CX 115

CX Customer Experience Net Promoter Score NPS 115

Retently

MARCH 16, 2022

For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). Some companies have separated these functions further and appointed specialized groups for Onboarding, Implementation, and Customer Education. What is the role of Customer Success? building advocacy .

Net Promoter Score 158

Net Promoter Score Customer Retention Customer Relationship NPS 158

ECXO

MAY 11, 2023

Educational articles by ECXO.org You’ll know that customer experience is a critical aspect of your business. Create a customer journey map – develop a customer journey map that identifies all touchpoints in the customer journey and analyses each interaction to gain a holistic understanding of what customers go through.

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Experience Investigators

JANUARY 7, 2025

Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Explain how youre looking to build customer personas using the organizations data and ask the data expert about how you can accomplish this effectively.

Customer Experience 52

Customer Experience Customer Journey Map Touchpoint CX 52

Intercom, Inc.

OCTOBER 26, 2021

For website visitors who write in through live chat, our SDRs are assessing their use case, sharing educational content and jumping on discovery calls. Now, when a sales rep connects with a prospect, they’re having a strategic, meaningful conversation about what Intercom can do for that potential customer.

Sales 160

Sales Start-ups Touchpoint Education 160

Lumoa

FEBRUARY 9, 2023

It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more. The journey includes all the touch points and engagements that an individual has with a brand.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Create and Celebrate Customer Milestones. What is Adoption?

Touchpoint 122

Touchpoint Start-ups Education Customer Relationship 122

Zendesk

FEBRUARY 10, 2022

What is customer experience optimization? Customer experience optimization is the process of gaining a deep understanding of your customers and enhancing the customer journey across all touchpoints. In short, it’s adopting a customer-centric mentality. Continually refine your customer experience.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

Aquire

JULY 23, 2021

Although this online approach has made shopping easier for consumers, it has also brought unique problems for ecommerce companies — like website optimization and service over multiple digital touchpoints. All of these touchpoints need to be unified. Making customer service a priority over profit. Asking for customer feedback.

Manufacturing 98

Manufacturing Retail Omnichannel Touchpoint 98

Totango

JUNE 1, 2021

A customer success platform contains all the data needed to create a complete picture of your customers. It is a living repository of every customer engagement, product interaction, and touchpoint generated by your customer relationship. Voice of Customer: Survey responses and satisfaction scores.

Touchpoint 71

Touchpoint Customer Relationship Education Customer Loyalty 71

PeopleMetrics

JANUARY 19, 2018

Some groups are interested in improving patient education, some are interested in building better relationships between sales reps and physicians, and some are interested in improving better services for patients. Patients don’t only need customized solutions - they’re demanding them.

Pharmaceutical 93

Pharmaceutical Healthcare Customer Experience Entertainment 93

Totango

JUNE 25, 2019

A customer success platform contains all the information needed to create a complete picture of your customers. It is a living repository of every customer engagement, touchpoint, product interaction, and piece of data generated by your customer relationship. How to Gather Customer Insights that Matter.

Touchpoint 69

Touchpoint Customer Relationship Education Customer Survey 69

Intercom

AUGUST 23, 2022

. “93% of customers are more likely to remain loyal to companies with excellent support” Your support experience is an opportunity to delight your customers – by better educating them and resolving their issues, you can improve the relationship they have with your brand.

Customer Retention 105

Customer Retention Customer Acquisition Touchpoint Education 105

ClientSuccess

JANUARY 11, 2023

Many times, customers will form their lasting impression of your company based on how they are treated by your customer success team. That’s why it’s so important to make sure that your customers feel valued and appreciated—and that starts with the Golden Rule. 8 Ways to Apply the Golden Rule in Customer Success.

Touchpoint 80

Touchpoint Education Customer Retention Customer Loyalty 80

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. No harmony between teams and touchpoints involved in the renewal process. Poor automation and customer segmentation. Meaningful relationships, cadences, and touchpoints.

Start-ups 98

Start-ups Touchpoint Education Sales 98

Retently

MARCH 10, 2022

The other causes of customer churn lie in different stages of your customer’s relationship with you. To combat these areas, you need to influence the Customer Attraction, Engagement, Trial, and Conversion stages of your customer relationship.

Start-ups 147

Start-ups Customer Satisfaction Customer Service Omnichannel 147

Fonolo

MAY 23, 2023

Real-Time Analytics Use advanced analytics tools to process and interpret data in real time, enabling dynamic personalization during customer interactions. This could look like a clothing retailer sending personalized style guides based on a customer’s previous purchases, fashion preferences, and even current trends.

Contact Center 106

Contact Center Machine Learning Social Media Artificial Intelligence 106

DMG Consulting

OCTOBER 1, 2021

Answer: A customer relationship management (CRM) solution can be beneficial for companies and contact centers of all sizes, as well as their customers. A CRM application is often the primary servicing/sales/eCommerce solution for all customer-facing functions and employees.

CRM 59

CRM Social Media Customer Relationship Management Contact Center 59

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Insight, Data and Action Generation. Customer Relationship-Building.

VOC 100

VOC Predictive Analytics Customer Loyalty Customer Retention 100

Totango

NOVEMBER 7, 2019

In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing. When this happens, you’ll need to salvage the relationship, fast.

Net Promoter Score 85

Net Promoter Score NPS Customer Acquisition Start-ups 85

Gainsight

JANUARY 4, 2024

Digital innovation is constantly shaping customer relationships, and Popmenu stands out for how it’s using Gainsight Essentials for its customer engagement and growth strategies. The platform has enabled the transition of several CSM responsibilities into digital touchpoints.

Predictive Analytics 52

Predictive Analytics Education Innovation Touchpoint 52

Totango

JUNE 25, 2019

A customer success platform contains all the information needed to create a complete picture of your customers. It is a living repository of every customer engagement, touchpoint, product interaction, and piece of data generated by your customer relationship. How to Gather Customer Insights that Matter.

Touchpoint 49

Touchpoint Customer Relationship Education Customer Survey 49

Gainsight

DECEMBER 18, 2020

Personalities can play a part in the customer relationship as much as education and capabilities can. Enable Your Team to Be Successful : Help your CSMs, and any customer-facing teams succeed with the right education, materials, and information. There are varying degrees of education and experience on any team.

Gaming 59

Gaming Net Promoter Score VOC Education 59

InteractionMetrics

JANUARY 31, 2025

Customers are also fans of how they offer an end-to-end solution or partial assistance, depending on your needs. In addition, they offer discounts for government, education, and nonprofit organizations. SSRS SSRS offers full-service customer research with unique features like estimating survey yield and response rates.

Customer Satisfaction 52

Customer Satisfaction Social Media Mystery Shopping Net Promoter Score 52

Gainsight

DECEMBER 18, 2024

Thats where a Customer Success Platform (CSP) comes inthe post-sales companion to your CRM that drives retention so that your business can sustainably grow. The Power of Outcomes At the heart of every customer relationship lies a simple question: Are we delivering value? is only a fraction of the whole picture.

CRM 52

CRM Sales Customer Relationship Touchpoint 52

PeopleMetrics

MAY 12, 2022

Let's start by reviewing the basics of customer journey mapping and why it's such a valuable practice for your business. What's a customer journey map? A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship.

Customer Journey Map 62

Customer Journey Map Touchpoint Net Promoter Score B2C 62

SugarCRM

DECEMBER 2, 2021

When you integrate marketing with sales systems, marketers can extend the segmentation based on many more data points from the customer relationship. Marketing is not just about gaining new customers; it is also about expanding the relationship with existing customers and providing helpful information to your customer base.

Sales 55

Sales Net Promoter Score Close the Loop CRM 55

Zendesk

FEBRUARY 18, 2022

The relationship selling process integrates more personal touchpoints into your traditional sales process. If you want to initiate contact without sounding like you’ve only got sales goals on your mind, there’s an easy solution—don’t make your touchpoints about you.

Sales 98

Sales Start-ups Touchpoint Legal 98

Zendesk

OCTOBER 20, 2023

When you make sure customers have what they need to succeed, you also win as a business. Customer success is comprised of four main pillars: building strong customer relationships, putting the customer first, providing value at every opportunity, and acting as the voice of the customer.

Net Promoter Score 52

Net Promoter Score Customer Journey Map Touchpoint Customer Feedback 52

TeamSupport

AUGUST 17, 2020

Their interactions with customers are not merely a process that needs to happen, instead they view their conversations as potential opportunities to drive revenue, strengthen customer relationships and reduce churn. Profit center: Tickets in the B2B industry are important touchpoints in customer relationships.

B2B 59

B2B Customer Relationship Touchpoint Education 59

Totango

FEBRUARY 11, 2020

This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies. Create and Celebrate Customer Milestones. What is Adoption?

Touchpoint 62

Touchpoint Start-ups Education Customer Relationship 62

SurveySensum

JULY 21, 2023

Launch the Right Surveys at Each Touchpoint Are you struggling to determine which type of survey should be sent at each touchpoint? → Consider the following question: Have you evaluated your onboarding process, customer service responsiveness, and technical support issue resolution?

Customer Retention 52

Customer Retention B2B Net Promoter Score Touchpoint 52

CX Journey

APRIL 12, 2016

To some/a large degree, companies are responsible for the experience that customers have with their partners/at those touchpoints. Know what the customer experience will be via that partner. These partners are clearly a touchpoint, and they are an extension of the brand. Partners are touchpoints, too.

Omnichannel 43

Omnichannel Touchpoint Education Start-ups 43

ClientSuccess

JANUARY 4, 2019

Measuring product usage can help alert your team to issues within your account across various areas such as training, educational resources, and even product enhancements. But, for most customer success teams, customer sentiment is more of a ‘gut feeling’ metric, one that is constantly updated and tweaked based on feedback.

Net Promoter Score 53

Net Promoter Score NPS Customer Relationship Start-ups 53

CSM Practice

FEBRUARY 24, 2020

At the end of the onboarding process , you can conduct a quick survey about the customer’s experience with their particular customer success manager involved during the onboarding process. Poor NPS scores may indicate poor onboarding, education or support playbooks. 2. Average Time to First Value.

Net Promoter Score 59

Net Promoter Score NPS Touchpoint Start-ups 59