Totango

NOVEMBER 10, 2020

For example, a high touch customer who expects to see high value within the first year requires the CS team to track steps and stay up to date with progress updates—this is where outcome success plans shine. Who is in charge of sending a follow-up? Get started for free today.

Customer Relationship 123

Customer Relationship Customer Satisfaction Start-ups 123

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. She wants to know how to convince the engineers that customer relationships are what get the customer strategy gears turning toward long-term success.

Customer Relationship 103

Customer Relationship Engineering Management Consulting Start-ups 103

Intercom, Inc.

JULY 14, 2020

Reading can be a magical way – and no, I’m not just talking about “Lord of the Rings” magical – to upskill, to broaden your knowledge, and to find creative ways to kickstart or level up in your career. As an avid reader, I’m often asked by our Customer Success team to recommend books that I’ve found valuable.

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

ECXO

OCTOBER 23, 2024

This level of proactive engagement not only improves the customer experience but also increases the likelihood of repeat purchases and customer loyalty. AI also plays a vital role in improving the efficiency and effectiveness of customer service operations. Businesses have started adopting Duplex for handling customer bookings.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

Callminer

APRIL 30, 2020

For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance. Customer service agents looking to amicably resolve issues that spring up with difficult customers need to pull from time-tested conflict-resolution techniques on the fly.

Customer Service 273

Customer Service Contact Center Start-ups Construction 273

Intercom, Inc.

JANUARY 3, 2020

More and more companies are reaching the tipping point where their human teams can’t keep up with their growing volume of support conversations. Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. The courier showed up promptly and whisked my computer away.

Start-ups 222

Start-ups Customer Relationship 222

Intercom, Inc.

MAY 28, 2019

At Intercom, all of our work is anchored by this promise: interacting with users through Intercom will help you build better customer relationships – and drive faster growth for your business as a result. The post What’s up with the new website? Opinionated colors.

Customer Relationship 217

Customer Relationship Start-ups 217

Intercom

JANUARY 20, 2025

Fin AI Agent can deliver value straight away by resolving the bulk of these issues, and freeing up more bandwidth for the human support team to focus on more complex topics. Fin delivers precise, personalized answers for account and portfolio queries powered by up-to-date knowledge and real-time data. Keen to get started?

Customer Service 91

Customer Service Compliance AI Education 91

Intercom, Inc.

JUNE 22, 2020

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels , we tapped into the possibility of creating and nurturing better customer relationships through mobile.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

eglobalis

AUGUST 13, 2024

Founded in 1976 by Steve Jobs, Steve Wozniak, and Ronald Wayne, Apple has evolved from a garage start-up to one of the most valuable companies in the world. Apple Apple Inc., an American multinational technology company, is renowned for its influential products and pioneering innovations.

CX 518

CX Innovation Manufacturing Technology 518

Intercom, Inc.

JULY 21, 2022

What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through customer relationships and how to build successful products at scale. You can follow on iTunes , Spotify , YouTube or grab the RSS feed in your player of choice.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

CX Accelerator

JANUARY 11, 2021

They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!". Zappos is a case study on how to create a customer-focused culture. Starting with Hsieh’s core values. First, his innovative mindset towards customer service and CX. D riven by core values.

CX 266

CX Innovation Contact Center Education 266

Retently

MARCH 11, 2025

Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Because in ecommerce, customers dont wait, they leave reviews, complaints, and questions at all hours of the day (and night). Customer feedback is the backbone of CX. Are wait times creeping up?

CX 116

CX Customer Experience Net Promoter Score NPS 116

Return Customer

JANUARY 31, 2025

Great customer services will help you stand out from the competition and turn occasional shoppers into loyal customers. When you step up your customer service, you meet these expectations and build loyalty, which means customers keep coming back. How fast you respond can greatly affect how satisfied customers feel.

E-commerce 67

E-commerce Customer Service Customer Relationship Management Start-ups 67

Intercom, Inc.

NOVEMBER 12, 2020

As we saw last week, however, many of these emerging new shopping habits were already starting to form long before the pandemic, thanks to the rising influence of SaaS and B2B on retail. For Colin Harmon, owner of the award-winning coffee shop 3fe , those personal customer relationships have been the cornerstone of his career.

Retail 221

Retail B2C B2B Manufacturing 221

ECXO

APRIL 10, 2024

By embracing the principles of quantum physics, businesses can gain a deeper understanding of customer emotions, create coherent and unified experiences, overcome barriers, make quantum leaps in customer satisfaction, and leverage the interconnectedness of customers to enhance the overall customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334

ECXO

JULY 26, 2023

Start where you are. You probably already have a 190-degree view of your customers. Real-time inventory gives supply chains and vendors up-to-the-minute visibility on stock levels. Evaluate the credibility and reputation of the solution provider, considering industry recognition and customer reviews.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

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

Intercom, Inc.

AUGUST 18, 2020

Specify who can start a conversation from the Messenger to prioritize and manage your inbound support volume during busy times. Customers who only have access to your Help Center will see a search icon instead of a chat icon on Messenger launcher. New reporting metrics for more detailed insights.

Start-ups 197

Start-ups Sales Customer Relationship Customer Experience 197

Intercom, Inc.

SEPTEMBER 30, 2021

In 2017, she started working as a product lead at the Chan Zuckerberg Initiative, building their infectious disease program and IDseq, an open-source online platform to spot movement of diseases across borders, the emergence of new illnesses, or the spread of drug-resistant strains. You don’t know when issues are going to come up.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Intercom, Inc.

FEBRUARY 27, 2018

Rather than a single point of contact throughout the relationship with a prospective customer, different members of the Sales team will be dealing with the customer along the way. The sort of customer engagement required at different phases of the relationship varies significantly and evolves as the relationship develops.

Sales 206

Sales Customer Relationship Start-ups 206

Intercom, Inc.

JULY 2, 2020

In the return of the Scale podcast, Pam details her support philosophy and the investments she’s making to drive better customer outcomes, for the long term. This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Listen to the full episode above or get Pam’s key takeaways below.

Construction 253

Construction Start-ups Business Growth Customer Loyalty 253

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. In the old days, customer service was solely seen as the company’s clean-up crew.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Intercom, Inc.

AUGUST 25, 2021

Nothing captures the early ambition and vision of the co-founders as succinctly as their first pitch deck from late 2011, a snappy eight slides that outlined the scale of the opportunity to forge new ways of connecting with customers. We started to ask ourselves, ‘Was that kind of human connection even possible for online businesses?’

Start-ups 220

Start-ups Customer Expectations Sales Innovation 220

Beyond Philosophy

MAY 7, 2020

Customers who leave their old cable company to save a few dollars for the first six months may be likely to leave you as soon as they possibly can when they get a better deal somewhere else. Transactional relationships are not inherently wrong; you don’t have to have a close relationship with every business with which you interact.

Customer Acquisition 174

Customer Acquisition Transportation Start-ups Sports 174

Intercom, Inc.

MARCH 31, 2021

So how do you empower your team to be both highly efficient and hyper-personal so they can meet and exceed the demands of modern customers? Below, we share a proven framework and powerful workflows for freeing up your support team’s workload and ensuring only the most high-value, complex queries reach their inbox.

Social Media 213

Social Media Start-ups Customer Retention Customer Satisfaction 213

Totango

FEBRUARY 12, 2025

For enterprise organizations, managing customer relationships is far from simple. The scale of operations, diversity of customer needs, and complexity of organizational structures create unique challenges. Yet, one constant remains critical understanding customer health. A robust customer health model offers a solution.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

Gainsight

APRIL 8, 2025

Not only does AI organize data faster than people can, but it can also evolve with your customers, so you never miss an opportunity. To get you started, here are some quick-win strategies your CS team can use right away: Do More with Comprehensive Health Scores Traditional customer health scores worked like a pass/fail metric.

AI 52

AI Start-ups Customer Relationship Sales 52

Intercom, Inc.

NOVEMBER 14, 2019

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. It’s time to start thinking about retention at scale and bring onboard a customer success team.

Sales 108

Sales Gaming Education Customer Relationship 108

Retently

SEPTEMBER 3, 2024

Now, let’s explore the types of surveys we’ve leveraged over time to make informed decisions and strengthen customer relationships. If a prospect expresses hesitation or points out areas where they feel the product falls short, we can immediately address these issues with follow-up communication or additional resources.

B2B 153

B2B NPS Start-ups Actionable Insights 153

Intercom, Inc.

AUGUST 30, 2022

But these days, there are so many innovative and impactful tools that can massively streamline your workflows and help to set you up for success as you scale. With the right integrations, you can automate workflows, share data between tools to keep things up to date, and create clearer, more efficient processes. The benefits?

Compliance 163

Compliance Finance Engineering Start-ups 163

ECXO

JULY 22, 2024

Unlocking B2B Success: The Essential Role of Onboarding, Design, and Customer Experience In the competitive world of B2B software and services, the trifecta of effective onboarding, innovative design, and exceptional customer experience is pivotal for driving adoption and fostering long-term customer relationships.

B2B 207

B2B Customer Experience Customer Loyalty Gaming 207

SurveySensum

DECEMBER 30, 2024

If youre looking for advanced features, greater scalability, or a platform that aligns better with your unique customer needs and long-term CX goals, there are alternatives to CustomerGauge that may better suit your specific customer needs and long-term CX goals. Lets uncover them together, but lets start with what this platform is.

Sentiment Analysis 52

Sentiment Analysis Machine Learning NPS B2B 52

Intercom, Inc.

NOVEMBER 28, 2018

The good news, particularly if you’re just getting started, is that you really only need two things: a framework for evaluating new tools and a few recommendations to kick off your search. Before you start contacting vendors, the first thing you should do is make a list of your core business needs. Better tools, not more tools.

Sales 192

Sales CRM Customer Relationship Management Start-ups 192

Intercom, Inc.

NOVEMBER 7, 2018

When set up right, they provide a clarifying view of your most valuable prospects and customers — and the next steps that your team needs to take to efficiently nurture a lead, close the deal or grow the account. In a crowded marketplace, a relentless commitment to the customer’s experience can be your strongest differentiation.

Sales 161

Sales Start-ups Customer Relationship Engineering 161

ECXO

JULY 8, 2024

As we better understand the brain’s role in customer experience, we can develop technology that complements our natural abilities. For example, AI and Machine Learning can be used to analyze customer behavior and predict their needs, freeing up human employees to focus on building deeper, more meaningful customer relationships.

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

Intercom, Inc.

APRIL 30, 2020

It attracted over 9000 pageviews and got picked up by publications like Gartner and Chartmogul. Deep integration of our tools means that users are more likely to get more use out of both of our tools – leading to stickier customers and better retention for all. Our New in Intercom webinars also regularly highlight partner apps.

Sales 223

Sales Start-ups Customer Relationship Technology 223