Callminer

DECEMBER 4, 2013

With real-time monitoring managers can act, not just react, and customer service, performance, and compliance issues can't slip through the cracks.

Contact Center 182

Contact Center Compliance Customer Service 182

Win the Customer

DECEMBER 28, 2013

'Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers?

Customer Experience 143

Customer Experience Customer Service 143

Customer Experience Matrix

OCTOBER 9, 2013

'I’ve been writing a paper on the stages that marketers go through when deploying their marketing automation systems, the basic point being it’s important not to stop with just one feature. That much is indisputable, but the next question seemed to call for some empirical data: which features are used most often? Here’s where things got interesting.

B2B 126

B2B Social Media Engineering Technology 126

ProProfs

JANUARY 24, 2013

Life in the UK. 10 Questions. The Life in the UK test is taken by migrants wanting to settle permanently in the UK who already speak English to a sufficient standard – and meet our stricter rules for permanent migration. Candidates taking the test must get 75% of the questions correct. Here are 10 sample questions. Find out more: www.homeoffice.gov.uk/media-centre/news/life-in-the-uk.

112

112

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Contact Center

Fonolo

AUGUST 6, 2013

UPDATED JANUARY 2020. Lowering call abandonment in contact centers is what we do. It’s a primary benefit of our call-back software (and we’re proud of it) so you’ll forgive us for making this piece detailed… a round-up of what we’ll be covering today so you can skip the bits you already know. How to Reduce Abandonment Rates in Your Contact Center.

Contact Center 102

Contact Center Start-ups Social Media Customer Loyalty 102

ClearAction

MAY 27, 2013

Customer-Centricity Goes Beyond Customer Experience Management Lynn Hunsaker. Customer experience management is necessary, yet insufficient. Traditionally, organizations have managed customer experience with a mindset of how the company is doing, in order to grow revenue. Consequently, surveys tend to ask more about the company than about the buyer, and customer programs typically emphasize excitement and urgency for new purchases and positive word-of-mouth.

Customer Experience Management 77

Customer Experience Management Customer Experience Gaming Education 77

Customer Service Training

FEBRUARY 18, 2013

What makes good training material?

Customer Service 52

Customer Service 52

Chip Bell

JULY 12, 2013

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40

40

Callminer

APRIL 5, 2013

Two approaches to speech recognition are commonly used in conversational analytics solutions: phonetics and LVCSR, each with their own pros and cons.

182

182

Callminer

MARCH 12, 2013

Delivered as an enterprise software solution, speech analytics extracts information from customer conversations that might otherwise be lost.

182

182

Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón

Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.

B2C

Win the Customer

DECEMBER 31, 2013

'Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions.

Customer Experience 143

Customer Experience Customer Experience Management 143

Win the Customer

DECEMBER 30, 2013

'Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience. Technology is helping businesses face many of the challenges they face as they try to maintain or build market share. One of the most helpful […].

Customer Service 141

Customer Service CRM Technology Technology 141

Win the Customer

DECEMBER 26, 2013

'Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision.

Customer Service 132

Customer Service Customer Experience 132

Win the Customer

DECEMBER 23, 2013

'A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process.

Customer Experience 130

Customer Experience Technology Technology 130

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Customer Experience Matrix

OCTOBER 22, 2013

'Last week’s post on marketing automation and its discontents prompted several questions about whether the level of dissatisfaction is any higher with marketing automation than other systems. To some extent, this is asking whether the glass is half empty or half full; and, as the illustration suggests, the answer matters less than the fact that there’s room for improvement.

Net Promoter Score 124

Net Promoter Score CRM 124

Customer Experience Matrix

NOVEMBER 1, 2013

'There was a really interesting discussion this week over on Scott Brinker’s ChiefMartec blog about the evolution of marketing automation systems into “platforms” that each support a swarm of satellite applications connected through open APIs. This is something I’ve already thought and written about quite a bit, but the discussion did advance my understanding of whether any marketing automation vendor gains a business advantage if third party applications can connect to all of them.

Social Media 122

Social Media CRM Engineering Technology 122

Customer Experience Matrix

AUGUST 6, 2013

'One of the main reasons that marketing automation has not been adopted more quickly is that too few marketers know how to fully use it. For example, a recent Gleanster report found that 73% of top performers listed lack of skilled staff as one of the top challenges to success. Marketing automation vendors have adopted different strategies to deal with their problem, including making their systems easier to use, offering extensive training, and providing services to run the systems for their cli

B2C 122

B2C B2B Start-ups Sales 122

Customer Experience Matrix

MAY 20, 2013

'At their annual Amplify conference last week, Silverpop unveiled the culmination of a two year project that conveniently matches the Customer Data Platform (CDP) concept I’ve been describing for the past month. While the timing is just coincidental, Silverpop’s Universal Behaviors provide more evidence that a new breed of system is emerging. Silverpop’s new features load customer behaviors from all sources into a central database, match identities to create a unified customer view, and make the

Customer Experience 122

Customer Experience B2B B2C Social Listening 122

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Customer Experience Matrix

OCTOBER 15, 2013

'As I mentioned in last week''s post , I’m writing a paper on stages of marketing automation deployment. Key findings will be presented in a Webinar next Thursday, sponsored by TreeHouse Interactive ; you can register here. The paper itself will be available to Webinar attendees. The premise of the paper and Webinar is marketing automation has a problem: clients who don’t move beyond basic email functions are unhappy.

B2B 117

B2B Start-ups 117

Customer Experience Matrix

MAY 22, 2013

'I’m writing this post on my old DOS-based WordPerfect software, to get in the proper mood for discussing business-to-consumer marketing automation.* The late 1990’s were really the last time we saw major innovation in the B2C market, when vendors like Unica and Aprimo released their then-innovative systems to create lists for direct mail and, somewhat later, email campaigns.

B2C 116

B2C Retail Innovation Start-ups 116

Customer Experience Matrix

JULY 30, 2013

'Raab Associates officially released the new edition of our B2B Marketing Automation Vendor Selection Tool (VEST) yesterday. This is our flagship report on the industry, with nearly 200 data points on 23 vendors and separate ratings for micro-business, small to mid-size companies, and enterprise marketing departments. There are quite a few vendor comparisons out there, but none come close in the level of detail – which is what you really need to select a system.

B2B 113

B2B B2C CRM Sales 113

Customer Experience Matrix

DECEMBER 16, 2013

'I''m not a big fan of year-end summaries and forecasts, mostly because I produce summaries and forecasts all year round. But I pulled together a few thoughts last week in response to a request, only to discover I had misunderstood what was wanted. Rather than let my precious wisdom go to waste*, I''ll share below what I think will be most important marketing technology trends of 2014.

Predictive Analytics 110

Predictive Analytics Government Technology Technology 110

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Win the Customer

DECEMBER 25, 2013

'Wishing a very Merry Christmas to customer service and call center agents around the world. Peace, joy, and happiness to you and your loved ones. To all of you staffing the 24x7x365 customer service and technical support call centers around the world, who sacrifice to continue your mission of exceptional customer experiences, I want to […].

Customer Service 107

Customer Service Customer Experience 107

Customer Experience Matrix

FEBRUARY 12, 2013

Let me start by saying that the 50% revenue increase I’m projecting for B2B marketing automation in 2013 is a very healthy one. In actual dollars, the $250 million gain is much larger than the $175 million growth in 2012. So if you’re working in the industry, don’t circulate that resume just yet. But still, as I noted last week, the growth rate is slowing – and for some vendors seems to have fallen considerably in the second half of 2012.

B2B 106

B2B Real Estate Customer Acquisition Start-ups 106

Customer Experience Matrix

APRIL 3, 2013

B2B marketing data vendor ReachForce today announced its purchase of SetLogik , which provides technology to build cloud-based marketing databases and do predictive modeling against them. (See my post from last October for more on SetLogik.) There’s an obvious peanut butter-meets-jelly type of logic to this match. Reachforce’s core business is assembling data on marketing prospects, which it then sells for as many uses as possible: appending to Web leads, enhancing existing databases, and buying

B2B 101

B2B CRM Sales Technology 101

Customer Experience Matrix

FEBRUARY 6, 2013

I’ve just finished the latest update of our B2B Marketing Automation Vendor Selection Tool (VEST), available on the raabguide.com Web site. The VEST is our evaluation of industry vendors, aimed primarily at companies choosing a marketing automation system. The VEST contains a great deal of information that provides interesting (to me, at least) insights into industry trends.

B2B 99

B2B Start-ups 99

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Customer Experience Matrix

JUNE 27, 2013

'Adobe today announced plans to acquire Neolane , the largest remaining independent B2C marketing automation vendor (excluding email-focused providers like Responsys and Silverpop ). Price was $600 million, which is roughly in line with the 8x revenue paid for ExactTarget and Eloqua recently. (Neolane announced $58 million revenue in 2012 and has been growing around 40% per year, which would yield about $80 million 2013 revenue.

B2C 99

B2C CRM Customer Experience Management Customer Experience 99

Customer Experience Matrix

SEPTEMBER 26, 2013

'Raab Associates’ new Guide to Customer Data Platforms is now available (click here to buy ). You may not find that news to be fall-off-your-chair exciting. In fact, you’re more likely to wonder whether the world needs yet another report on anything at all. Fair enough. So before telling you what’s in the CDP Guide, I''ll tell you why it exists. Simply put, marketers need better databases.

Predictive Analytics 97

Predictive Analytics CRM Social Media B2C 97

Customer Experience Matrix

JANUARY 8, 2013

Marketing measurement is a perennially popular topic. I myself have just completed a white paper on Top Five Metrics for Revenue Generation Marketers , sponsored by LeadMD , and touched on it in a separate Gleanster study, Revenue Performance Management - The Evolution of Marketing Automation. With both of these on my mind, I also paid new attention to Eloqua ’s list of five key revenue performance indicators (listed in the ‘Take a tour’ graphic on this page ).

95

95

Customer Experience Matrix

JANUARY 3, 2013

On days when I have nothing else to be cranky about, I sometimes fuss at how business-to-business software vendors hijacked the term “marketing automation” despite its long and relatively honorable history describing systems for consumer marketing. Oracle ’s recent agreement to purchase Eloqua reinflamed that wound, since much of the commentary ignored Oracle’s extensive existing suite of consumer marketing systems.

B2C 95

B2C B2B CRM Customer Relationship Management 95

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively