eGain Blogs

OCTOBER 29, 2021

KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. What is KMWorld Connect 2021? What is KMWorld Connect 2021? The Secret Ingredient in Digital Transformation of Customer Engagement: Knowledge Hub. Join us at KMWorld Connect 2021! Connect with our team over chat at any time.

2021 93

2021 Connections Workshop Innovation 93

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 Relationships Management 52

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Contact us today to learn how you can use Totango and Vanilla to build stronger customer communities that lead to accelerated outcomes and value.

Connections 101

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 101

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. But what about your technology team?

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

GetFeedback

JANUARY 28, 2019

Without being able to connect the score to a person, you can’t gain a deeper understanding of who your promoters and detractors are. The best way to get context on your customers is by using the data you already have from your ongoing relationship. NPS surveys should never be anonymous.

NPS 246

NPS Net Promoter Score Insights Connections 246

Experience Investigators by 360Connext

MAY 19, 2015

Did you know $6 billion is spent on Customer Relationship Management software that’s never used? They sign a contract and cross their fingers, but if the goal of the map is to better understand customers in reality, software forces them into a prepared model that may or may not fit.

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

ShepHyken

DECEMBER 17, 2024

What are the benefits of a customer advisory board? How can businesses create an emotional connection with their customers through community involvement? Top Takeaways Companies can improve their service and product offerings by listening to customers. Customers want to trust you to deliver a great experience.”

Chief Customer Officer 62

Chief Customer Officer Social Media Customer Relationship Management Touchpoint 62

Alida

FEBRUARY 22, 2017

Defining customer relationships is a necessary step in delivering what customers truly want—and driving business results. The Oxford dictionary offers two notable definitions of relationships : 1. the way in which two or more people or things are connected or the state of being connected,” and 2.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

Experience Investigators by 360Connext

AUGUST 20, 2024

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. But what about your technology team?

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

CSM Magazine

NOVEMBER 22, 2024

CIM software analyzes customer data to understand preferences and behaviors, creating tailored experiences like marketing campaigns or special offers that enhance customer retention rates by fostering a stronger connection between customers and businesses. Fostering a connection plays a vital role in retaining customers.

Interaction 52

Interaction Management Loyalty Communication 52

Experience Investigators by 360Connext

APRIL 23, 2024

CEM involves strategic planning and execution that help an organization track, oversee, and organize interaction between a customer and the organization throughout the customer lifecycle. (Is Is this the same as Customer Relationship Management, or CRM? This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Kustomer

JULY 18, 2022

The benefits of upgraded customer relationship management (CRM) software are immeasurable. The time, money and effort saved for both agents and customers is notable. The demand for automation and self-service options in customer service is significant.

Connections 88

Connections Multi-Channel Social Media Measurement 88

PeopleMetrics

FEBRUARY 4, 2025

The Optimization Phase: Connecting VoC to Business Outcomes By the time an organization reaches the Optimization Phase, VoC is embedded in company culture. Automating VoC-CRM Integration AI can connect VoC insights with customer relationship management tools, ensuring frontline employees see real-time feedback.

Touchpoint 62

Touchpoint Financial Hotels Leadership 62

CSM Magazine

NOVEMBER 6, 2024

By focusing on customer service from the start, veterans can quickly gain a strong following, making the franchise a rewarding and sustainable venture. This approach allows them to build a business that benefits from both brand recognition and personal connections. Conclusion Customer service is crucial for franchise success.

Customer Service 52

Customer Service Loyalty Programs Loyalty Feedback 52

CloudCherry

OCTOBER 4, 2018

Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. It brings in a whole new layer of data, including how a customer feels and why they do the things they do. Great by themselves, but amazing when combined. What is a CRM?

CEM 249

CEM Insights NPS Metrics 249

CloudCherry

OCTOBER 4, 2018

Together, a CRM + CEM can provide a well-rounded picture of what your customers are doing, and help to predict what they do next. It brings in a whole new layer of data, including how a customer feels and why they do the things they do. Great by themselves, but amazing when combined. What is a CRM?

CEM 244

CEM Insights NPS Metrics 244

Customer Bliss

OCTOBER 17, 2017

Core Pillars Of Comcast’s Customer Experience Transformations. Where are we not connecting with customers the ways we should? Comcast’s framework is around programs that frame up the customer experience. Unifying customer relationship management team. It’s worth it in the CX space.

Customer Experience 57

Customer Experience Net Promoter Score NPS Presentation 57

CX University

JANUARY 2, 2025

How should we build relationships so that our customers and our employees become advocates for our brand? How do we create emotional connections that last a lifetime? CX Agility and Centricity Step 1: Gather customer and market insights. The first stage in the journey to influence customers is to collect data.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why. And that’s where it gets tricky. But only state that as a goal if you define why it’s important.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

JANUARY 6, 2021

As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. Customers enjoy feeling connected—when companies know who they are—even if it’s at a digital level. And AI will fuel this trend.

2021 172

2021 Customer Relationship Management Customer Service Training 2020 172

CSM Magazine

NOVEMBER 11, 2024

Gain Relevant Experience: Seek out internships, part-time jobs, or volunteer opportunities in customer service or sales to develop hands-on experience and build a strong skill foundation. Industry Publications: Stay informed by reading industry-leading magazines and blogs, such as Customer Service Manager, Customer Think, and CX Today.

Insights 52

Insights Customer Service Management 2029 52

InMoment XI

FEBRUARY 6, 2024

Social media is also an important source of data essential to understanding the kind of customer experience your company is delivering: social signals contain a wealth of information that can help you make informed decisions about product development, marketing strategies, and customer service improvements.

Social Media 195

Social Media Marketing 2023 Advertising 195

GetFeedback

NOVEMBER 20, 2018

Why customer satisfaction is still important. Customer satisfaction is not an end-all-be-all approach to customer experience measurement , but it is a crucial piece of brand maintenance and customer relationship management. Individual interactions carry a lot of weight with your customers.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Contact us today to learn how you can use Totango and Vanilla to build stronger customer communities that lead to accelerated outcomes and value.

Connections 62

Connections Chief Customer Officer Customer Relationships Customer Relationship Management 62

Ecrion

NOVEMBER 17, 2020

What Is Customer Relationship Management? | 1. Treat Each Customer as an Individual | 2. Customer Feedback |. Explore Customer Intelligence | 4. Did you know 90% of Americans use their experience with customer service to determine where they spend their money? Explore Customer Intelligence .

Customer Relationships 98

Customer Relationships Customer Relationship Management Omnichannel Customer Journey 98

CSM Magazine

JUNE 27, 2024

Creating a connected customer experience (CX) at every stage of the customer journey is essential for long-term success. No longer is it sufficient for businesses to simply offer a good product or service; customers now expect seamless, personalized interactions across all touchpoints with your brand.

Customer Journey 52

Customer Journey Connections Customer Experience Social Media 52

CloudCherry

DECEMBER 23, 2019

In any industry, it’s about connecting with people and providing an amazing experience- something Mike aims to do daily. SAAS Technology Expert 5+ years, Manager, Team Leader ROI focused. The post How to tie Customer Success into your CEM program appeared first on CloudCherry. It goes to show that CX is EVERYWHERE.

CEM 195

CEM Customer Success Return on Investment Customer Relationship Management 195

CSM Magazine

JUNE 5, 2024

Working with local authorities, social housing providers and construction companies, Citrus is using the cloud based, 6-in-1 solution to replace previously manual, paper-based planning processes, improve customer and compliance reporting, and have full visibility of its field operation.

Connections 52

Connections Management 2018 2013 52

Oracle

JANUARY 24, 2018

Customer Relationship Management, or CRM software, has come a long way since its beginnings in the 70s and 80s. It continues to evolve to incorporate new technology, features, and innovations to help organizations build and nurture personalized customer relationships.

2018 111

2018 Customer Relationship Management Innovation Customer Relationships 111

InMoment XI

OCTOBER 4, 2024

It’s easy to think of CXM and customer relationship management (CRM) as the same processes because they both offer a better understanding of customers through data. But, they have a few key differences as they address different aspects of the customer’s interactions with the brand. CXM vs CRM: How They Differ?

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

JUNE 7, 2024

Authenticity in your interactions and communications fosters genuine connections with guests and helps mitigate the impact of negative feedback. Cultivate a Positive Online Presence Actively manage your hotel’s online reputation by monitoring reviews and mentions across multiple platforms.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

APRIL 9, 2024

Moreover, if your Business Page was connected to Messenger for business communication, this connection will be severed and any existing conversations will be lost. Unpublished Pages are only visible to the people who manage the Page. Should I Delete My Facebook Page? If you’re an admin, you can unpublish your Page at any time.

Brands 195

Brands Social Media Feedback Management 195

CSM Magazine

FEBRUARY 6, 2025

What to Look for in a Customer Service-Focused MBA Before choosing an MBA, its useful to identify key elements within a program that align with your goals. Leadership Development: Strong leadership training is critical, as exceptional customer service starts with effective, empathetic leaders.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

CSM Magazine

NOVEMBER 21, 2024

ECO Providers, an award-winning company delivering energy saving schemes across the UK, has rolled-out BigChange job management software to support business growth. “Its like we have retrofitted our workforce with the tools they need to work smarter and be more efficient and this is delivering significant savings across the business.”

2018 52

2018 Customer Relationship Management 2013 2020 52

BirdEye

MARCH 3, 2025

Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Customer service : Customers want to connect through the most familiar channels, whether thats chat, phone, email, or social messaging platforms.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

Customers now expect a smooth, connected experience no matter where they interact with a brandwhether thats on a website, social media, or in-store. Customer service : Customers want to connect through the most familiar channels, whether thats chat, phone, email, or social messaging platforms.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

Kustomer

MAY 11, 2022

Your company’s customer relationship management (CRM) platform is a goldmine of information about your customers’ needs, interests, and buyer journey, but if your support agents can’t quickly access that information when they interact with your customers, what is that information worth? What Is a CRM?

Customer Satisfaction 106

Customer Satisfaction Customer Relationship Management Call Center Customer Relationships 106