InMoment XI

JULY 4, 2022

Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Customer Retention: Forrester research shows that a customer who receives a positive experience is 2.7x’s likely to remain with your brand as opposed to a customer who has had a negative experience. 3: Holistic View.

ROI 370

ROI Return on Investment Social Media Measurement 370

Experience Investigators by 360Connext

APRIL 23, 2024

If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey. Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

JULY 12, 2023

Understanding Customer Experience The main goal of creating a strong customer experience is to transform customers into loyal advocates of your business who promote your brand and have a positive brand perception of your brand, though it takes several stages before reaching this level of loyalty.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

SurveySensum

APRIL 16, 2025

A Customer Relationship Management (CRM) survey is a targeted method of collecting customer feedback from the contacts stored in your CRM system. CRM surveys use existing customer data for personalized, context-driven questions. Boost customer retention by ensuring every interaction leaves a positive impression.

Feedback 52

Feedback Demo Touchpoint NPS 52

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 65

Customer Retention Loyalty Loyalty Programs Social Media 65

Totango

FEBRUARY 10, 2021

When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer Retention 90

Customer Retention Customer Success Customer Journey Mapping Customer Journey 90

InMoment XI

SEPTEMBER 12, 2023

The Importance of CRM Databases in Competitive Analysis Customer Relationship Management (CRM) databases are essential tools for storing and tracking customer information, interactions, and sales history. This is how you turn regular customers into loyal advocates for your brand.

Marketing 195

Marketing Competitive Advantage Return on Investment Poor Customer Service 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

These select leaders, often heads of customer-facing teams, become the source of CX insight for other leaders within the organization. To move forward, it is important to build a cross-functional CX coalition and encourage other leaders to take steps to improve the overall customer journey.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Gainsight

JANUARY 21, 2025

Better tools for the customer journey : Gone are the days when CS teams could scrape by with generic systems or makeshift Customer Relationship Management tools (CRMs) trying to match the functionality of a dedicated Customer Success Platform (CSP). But what does this increased investment actually mean?

2024 52

2024 2025 Customer Retention Download 52

Totango

MAY 24, 2022

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A customer relationship management app is software used to store data about prospect and client interactions in a single database to support sales, marketing, and other business functions.

Customer Success 96

Customer Success Customer Relationship Management Customer Relationships Sales 96

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

SurveySensum

AUGUST 21, 2024

In fact, for 73% of customers, a good and positive experience is key in influencing their brand loyalties. This makes analyzing and having an accurate understanding of every touchpoint of your customer journey more important than ever. So, let’s take a look at customer journey analytics tools currently trending in the market.

Customer Journey 52

Customer Journey Touchpoint Multi-Channel Demo 52

SurveySensum

MARCH 21, 2025

HubSpot is a powerhouse for customer relationship management, marketing automation, and sales. But without real-time customer feedback , how do you know if you’re truly delivering exceptional experiences? Segment customers based on NPS scores : Identify promoters, passives, and detractors in your HubSpot CRM.

NPS 52

NPS 2024 2025 Demo 52

BirdEye

MARCH 3, 2025

By using unified messaging and visuals, brands can engage customers on their preferred channels, enhancing satisfaction and loyalty. For businesses, this approach increases engagement, improves the customer journey, boosts conversions, and builds stronger brand affinity, leading to higher sales and long-term customer retention.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

BirdEye

MARCH 3, 2025

By using unified messaging and visuals, brands can engage customers on their preferred channels, enhancing satisfaction and loyalty. For businesses, this approach increases engagement, improves the customer journey, boosts conversions, and builds stronger brand affinity, leading to higher sales and long-term customer retention.

Omnichannel 52

Omnichannel Marketing 2025 Multi-Channel 52

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Customer Centricity 52

Call Experts

JULY 13, 2023

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Using a customer journey contact center can also be highly advantageous.

Contact Center 52

Contact Center Customer Journey Call Center Customer Centricity 52

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Calabrio

MARCH 25, 2025

Growing in tandem along with the latest AI innovations busy transforming the role and capabilities of the modern contact center, todays VoC tools play a key part in shaping the future of customer experience, marketing, and beyond. customer journey analysis, purchase history, and product usage data.

2025 52

2025 Contact Center Customer Journey Mapping Social Media 52

Happy or Not

NOVEMBER 20, 2024

Let’s explore how collecting customer feedback through surveys, kiosks, online reviews, or direct conversations can transform the user experience and help with customer relationship management. Why is customer feedback important?

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

Kayako

AUGUST 12, 2022

The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Customers still want personalized service even if they aren’t coming into the store. The absence of an organized system with accessible client details undermines your customer service reps.

Customer Service 118

Customer Service E Commerce Effort Score E-support 118

Kayako

JULY 22, 2022

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception. What segments of your customers are best to ask?

Net Promoter Score 118

Net Promoter Score Measurement NPS Effort Score 118

InMoment XI

MARCH 21, 2025

In other words, if customers mention your brand and competitor brands in price comparison contexts, youll know to focus on your affordability (if youre cheaper) or your products value (if youre more expensive) in future conversations. To reduce the risk of churn, it prioritizes improving its products ease of use over adding new features.

Insights 195

Insights Sales Interaction Metrics 195

BirdEye

JULY 5, 2023

This marketing strategy isn’t about short-term wins or sales transactions; instead, it focuses on long-term customer retention. Why does relationship marketing work? Relationship marketing works as it helps you understand your audience better and allows you to stay in constant touch with your customers.

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Kayako

MAY 11, 2017

Meet your customers where they are in their journey. The customer journey can be broken down into specific stages. If you’ve established a foundation of loyal customers, you can use predictive analytics and customer relationship management systems to anticipate effective ways of reaching new prospects in the future.

Customers 115

Customers Customer Journey 2014 Customer Retention 115

Totango

AUGUST 11, 2022

In this article, we’ll show you how to build client relationships digitally with your SaaS customers. First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. Communication lies at the heart of customer relationships.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Mapping Multi-Channel 113

delighted

JUNE 21, 2024

Comprehensive integrations are essential for ecommerce companies, especially when it comes to managing the ongoing connection between a business’ front-end (like their website) and back-end (like their customer relationship management, or CRM, software).

Customer Relationship Management 77

Customer Relationship Management Omnichannel Retail Competitive Advantage 77

Kayako

JULY 28, 2022

While customers may like more choices in product features, it turns out that more choices in customer service channels are not a plus. Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer.

Customer Service 116

Customer Service Management E-support B2C 116

Kustomer

MAY 13, 2022

Happy customers mean not only customers who return, but customers who are more likely to recommend your business to friends , family, and beyond. . How do you ensure you hear what customers are saying about you? Knowing how to implement and use a CRM should be a core part of any customer service strategy.

Feedback 89

Feedback Social Media Net Promoter Score NPS 89

Kayako

SEPTEMBER 9, 2022

Conversational customer service refers to using technology, such as conversational support software, to create an experience that feels like a conversation rather than a series of disjointed interactions. The best way to understand conversational customer engagement is to think about it from the customer’s point of view.

Customer Service 62

Customer Service Customer Journey Mapping Omnichannel Customer Journey 62

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John Formica Follow @JohnFormica. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Method:CRM

AUGUST 15, 2022

The key to delivering a great customer experience (CX) is establishing solid relationships with your clientele. . There is crossover when it comes to customer experience vs. customer relationship, but there are some differences. Customer experience vs. customer relationship: What they mean for your business.

Customer Relationships 52

Customer Relationships CEM Customer Experience Customer Relationship Management 52

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. At Khoros, she will be responsible for the success across all stages of the Khoros customer journey and lead the company’s customer organization. “We

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Totango

SEPTEMBER 20, 2022

This delivers customers more satisfying experiences, which promote higher retention, lower churn, and higher referral rates. A customer enablement program is a vital part of the customer landscape for B2B and SaaS companies that rely on customer retention for growth.

B2B 88

B2B Net Promoter Score Social Media Customer Success 88