CSM Magazine

JANUARY 28, 2025

Gone are the days of relying solely on demographic data and periodic surveystoday’s businesses have access to AI-driven customer insights, a game-changer for growth. By leveraging AI, companies can make decisions rooted in data, improve customer satisfaction, and ultimately grow their revenue.

Customer Insights 52

Customer Insights Insights E Commerce E-support 52

Alida

AUGUST 12, 2016

ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT. Given the economic power of Millennials, customer intelligence professionals need to become experts in engaging with this group. Infographic from our Social to Sale study. Traditional means of recruitment in customer insight don‰’t necessarily work with Millennials.

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

Thematic

MARCH 20, 2025

Imagine running a business where you can predict what your customers want before they even know it themselves. No more guessing games, no more endless spreadsheets—just clear, actionable customer insights that drive results. That’s exactly what customer insights AI is bringing to the table.

Customer Insights 62

Customer Insights Insights Social Media E-support 62

Thematic

MARCH 18, 2025

." That’s exactly why customer insights platforms are essential. That way, you can easily understand what customers truly want. In this guide, you’ll get a peek into some of the best customer insights platforms and their features. What is a Customer Insights Platform?

Customer Insights 62

Customer Insights Insights Social Media Consulting 62

InMoment XI

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time.

Call Center 195

Call Center Contact Center Social Media Apparel 195

eglobalis

JULY 31, 2024

Here are seven examples from companies across different continents that showcase the impact of MarTech: Short Cases: Vodafone (Europe) Oracle’s CX Cloud Suite helps Vodafone enhance customer interactions through integrated sales, marketing, and service solutions.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

OCTOBER 26, 2022

In order to form a holistic view of your customer’s experience, you need to be able to analyze every data point you can. Your customer’s data comes in many different forms (you can learn more about customer data in this article from InMoment Customer Insights Expert Jessica Petrie).

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

JUNE 27, 2024

Voice of Customer (VOC) programs capture customer preferences, experiences, and expectations through direct and indirect feedback. Sales and delivery teams provide invaluable data through regular customer interactions. Conduct comprehensive research to understand the full scope of the customer journey.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

NOVEMBER 26, 2024

When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success. References ​​Khoros.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Gainsight

FEBRUARY 21, 2025

Changing How and Where Teams Work Post-sales teams live in Gainsight , but they work in Slack, too. But too often, accessing customer data takes longer than it should. Heres what that looks like in action: Instant access to customer insights: No more switching tabs or diving into dashboards. Ready to see it in action?

Customer Insights 59

Customer Insights Insights 2024 Sales 59

GetFeedback

MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

CloudCherry

AUGUST 17, 2018

The customer plays such a crucial role that organizations rely on customer data and analysis to best understand customer behavior and what gets them all the way to the end of the sales funnel. Moreover, CRM as technology can help businesses engage with customers from every aspect of the customer lifecycle.

CEM 281

CEM Customer Relationship Management Customer Experience Management Customer Relationships 281

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. CS adds value to all parts of your business, whether Product, Sales, or Marketing. It can make your company a truly customer-centric organization.

Sales 111

Sales Customer Success ROI Customer Centricity 111

GetFeedback

DECEMBER 26, 2018

This score indicates how satisfied or dissatisfied customers are with a particular service, interaction, procedure, or product—whatever the survey is measuring. Any time you want customer insight into one of the following areas, you can use a CSAT survey: Customer support interactions. Sales interactions.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales.

Insights 195

Insights Sales Interaction Metrics 195

Retently

NOVEMBER 29, 2024

Questions of first impression are game-changers for industries like Ecommerce, SaaS and Retail, basically, anywhere the customer experience directly influences conversions or loyalty. For instance: In Ecommerce , a confusing checkout process can mean a lost sale. Post-Purchase Experience First impressions don’t end with the sale.

Events 121

Events Feedback Interaction E-support 121

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. It’s time to build some bridges.

2020 250

2020 Net Promoter Score ROI Metrics 250

GetFeedback

AUGUST 30, 2019

Surveys can play an important role in qualifying leads and subsequently generating a sale. The information that we gain from these surveys is invaluable when preparing for a sales meeting. It ensures that the pitch we provide aligns with the needs of the customer. It also means that we know we’re a good fit for the customer.

E Commerce 276

E Commerce Entertainment Customer Satisfaction Social Media 276

ChurnZero

DECEMBER 15, 2021

Customer Success should ripple out from the Customer Success team through other departments. Customer Success software is like the pebble that starts that ripple, sending customer insights throughout your organization. . Those insights aren’t just crucial to the Customer Success team.

Sales 98

Sales Customer Success Marketing Net Promoter Score 98

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Choose your audience.

Voice of Customer 239

Voice of Customer Customer Service Net Promoter Score Social Media 239

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

InMoment XI

MAY 30, 2024

By utilizing text analysis software, your business can be more efficient and realize benefits such as increased customer insights, improved operational efficiency, and others. Sales Teams Sales professionals focus on generating leads, closing deals, and building customer relationships to drive revenue.

Social Media 195

Social Media 2024 Document Insights 195

Customer Bliss

OCTOBER 6, 2015

Unite ‘aided’ feedback; when a customer is invited or prompted to give feedback or respond to a survey, with ‘unaided’ feedback which customers volunteer daily. Assemble survey results in concert with multiple sources of customer insight to provide customer understanding. Social media is reported separately.

Social Media 236

Social Media Feedback Presentation Call Center 236

InMoment XI

AUGUST 13, 2024

Whether sales teams are looking to boost conversion rates or customer support centers are trying to enhance customer satisfaction, here are examples of teams in your organization that can utilize this technology: Sales Teams Sales teams are among the primary beneficiaries of conversation intelligence software.

Social Media 195

Social Media 2024 Return on Investment Contact Center 195

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience. As deep and far and wide as you can get in the organization. .

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

CSM Magazine

APRIL 16, 2025

This integration allows project managers to access real-time financial and operational data combined with customer insights. They can monitor project progress, track expenses, and adjust timelines as needed, all while keeping customers informed of any changes.

Interaction 52

Interaction Financial Communication Customer Satisfaction 52

C3Centricity

FEBRUARY 8, 2025

The three fundamental pillars of sustained success are deep customer insights, meaningful innovation, and inclusive leadership. McKinsey’s latest research reveals that companies effectively combining these three elements outperform their peers by an astounding 85% in sales growth and more than 25% in gross margin.

Innovation 62

Innovation Leadership Insights 2025 62

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Mystery shopping a complex sales process is pretty challenging due to the high-level qualifications often required. Who needs mystery shoppers? what it should be.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Experience Investigators by 360Connext

DECEMBER 11, 2014

They need customers. The hunt of the sale is very appealing, and the high that comes from gaining marketshare is pretty compelling. 5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? It’s clearly focused on who and not what, and available for anyone to see.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Think Customers

APRIL 10, 2025

To avoid this, CX leaders must demonstrate that enhancing customer experience is not just about satisfaction but about achieving tangible business results such as increasing revenue, improving retention, reducing costs, and strengthening competitive differentiation. Sales Conversion Rates Tracks how improved CX increases deal closures.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. Brick-and-mortar is making a comeback , but many retailers struggle to drive sales. In these precarious times, both established and new retail players need to focus on customer needs.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191

GetFeedback

MARCH 20, 2019

It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. A customer voice program focuses on capturing the expectations, likes, and dislikes of your customers. In essence, a customer voice program gives your customers a voice within your organization.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

TechSee

JUNE 16, 2022

His recent piece on why Companies Can’t Afford to Leave Customer Insights on the Table is a must read! Mike is the President of Reflective Keynotes , a Canada-based training firm that helps contact centers improve their sales and CX results. Barry Dalton, Global VP, Customer Interaction Technology at Concentrix.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

MAY 23, 2019

NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . The Customer Satisfaction Score (CSAT) is typically related to a specific interaction.

NPS 308

NPS Net Promoter Score CEM Metrics 308

Retently

MARCH 11, 2025

They act as a bridge between the customer and teams working with product, marketing, logistics, and support to ensure customer insights lead to tangible fixes. Customer Support Teams Ensuring issues are resolved quickly and with a personal touch. Fewer support tickets = lower customer service costs.

Management 115

Management Customer Experience Roadmap NPS 115

Optimove

DECEMBER 19, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Retail marketers can learn that leveraging personalized, data-driven marketing maximizes engagement, new customer acquisition, and significantly boosts sales during these critical periods.

Retail 59

Retail 2024 Download Lifetime Customer 59