CSM Magazine

JULY 27, 2022

For many businesses, the customer journey stops once the ink has dried on a contract or a purchase has been made. But market leaders know that in order to retain current clients and attract new ones, their journey with your business must be a continuous process.

Customer Journey 64

Customer Journey White Paper Loyalty Consumers 64

GetFeedback

FEBRUARY 15, 2019

NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. Sending an NPS survey throughout the customer journey. and What is it like to buy from our company?

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. PUT THE “PRO” IN PROACTIVE.

Customer Journey Mapping 53

Customer Journey Mapping Customer Journey White Paper Customer Philosophy 53

Kitewheel

APRIL 14, 2020

For marketers and customer journey leaders, artificial intelligence is a powerful tool for improving the customer experience. With the growth of customer data and the continual decrease in computing costs, artificial intelligence has become more and more accessible to businesses in many industries.

Customer Journey 52

Customer Journey White Paper Customers Advertising 52

ShepHyken

JULY 15, 2016

For instance, say your organization relies on customer surveys and other conventional forms of customer feedback but has considered exploring other sources of customer feedback such as recorded calls in the contact center that can be analyzed to identify trends or sources of customer frustration that can be acted on.

Blog 79

Blog White Paper Customer Experience Customer Journey Mapping 79

Comm100

JANUARY 21, 2020

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. To get the best results out of your digital customer journey, your touchpoints can’t be held in silo.

Customer Journey 40

Customer Journey White Paper Social Media B2C 40

Totango

MARCH 8, 2022

The Customer Success Roundtable covers all of the facets of Customer Success from onboarding to long-term retention. This group focuses on identifying the core issues and challenges related to each stage of the customer journey. Customer Success Executives.

2022 122

2022 Customer Success White Paper Seminar 122

Touchpoint Dashboard

MARCH 11, 2014

Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.

White Paper 65

White Paper Customer Journey Mapping Touchpoint Blog 65

Kayako

MAY 13, 2022

Kayako’s SingleView™ includes every customer’s interaction in our help desk support ticketing system so that customer service agents can access a centralized, visual story of the entire customer journey. Understand What Your Customers Need. White papers. Company policies that affect customers.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Avaya

JANUARY 29, 2019

Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper. Download the “ Optimizing the Agent Journey to Perfect the Customer Journey ” white paper. Check out the “ Is Your Contact Center Ready for a Workforce Optimization Solution ” infographic.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

inQuba

DECEMBER 5, 2018

Get the White Paper. inQuba: The Science of Retaining Customers in Financial Services & Insurance [Aus Webinar] from Antony Adelaar. The post Customer Journey Management for Financial Services & Insurance appeared first on inQuba. How do you do all this at scale? Share this page with a friend.

Insurance 45

Insurance Financial Customer Journey White Paper 45

inQuba

APRIL 11, 2019

On the 11th April 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. How do you discover and visualize the real customers’ journeys as they navigate your products and channels? Get the White Paper. Request a Demo.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey White Paper Webinar 40

AskNicely

DECEMBER 4, 2018

Survey Frequency Depends on Your Customer Journey. I often get asked, what is the best cadence to survey customers? The quick answer to survey frequency is: it depends , but we generally recommend you touch every customer at the moments of truth in their customer journey. Moments of Truth.

White Paper 60

White Paper Net Promoter Score NPS Call Center 60

inQuba

MAY 9, 2019

On the 9th May 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration. How do you discover and visualize the real customers’ journeys as they navigate your products and channels? Get the White Paper. Request a Demo.

Customer Journey Mapping 40

Customer Journey Mapping Webinar Customer Journey White Paper 40

Education Services Group

APRIL 25, 2021

In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing. But once you’ve leveled up, it’s critical to ensure your CSMs have a plan of action to follow based on advanced analytical insights, customer segmentation, and customer journey maps.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 64

White Paper Social Media Omnichannel B2B 64

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Unlike computers, they recognize and respond to customers’ hidden, and powerful, emotional responses. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post.

White Paper 51

White Paper Download Customer Success 2015 51

Inbenta

AUGUST 23, 2024

Instead of long wait times, virtual agents can guide customers instantly and autonomously, answering questions and providing support without the need for a human on the other end. An AI-powered chatbot can make the whole customer journey smoother, from navigating coverage details to filing claims.

White Paper 52

White Paper Insurance Virtual Agent Demo 52

Heart of the Customer

AUGUST 30, 2017

Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. Look for this year’s journey […].

White Paper 68

White Paper Customer Journey Mapping Customer Journey Customers 68

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

2023 52

2023 White Paper Omnichannel Download 52

Integrity Solutions

APRIL 19, 2024

Create and share a library of content that matches with that customer’s needs/industry/role/other information you’ve learned about them. Add value that’s relevant to them throughout the journey.

Sales 103

Sales Loyalty White Paper Contact Center 103

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Education Services Group

JULY 30, 2018

Download our white paper, Success Through Segmentation. Check out this white paper to learn more about that.) Each customer journey is unique to the product and business, and each business is looking for particular outcomes. Share with us – How do you approach segmentation to drive customer outcomes?

White Paper 53

White Paper Download Blog Metrics 53

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

White Paper 52

White Paper Social Media Omnichannel B2B 52

PeopleMetrics

FEBRUARY 11, 2015

They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. They are seeing, hearing and recognizing customers every day through their feedback channels. However, these efforts are focused exclusively on the latter half of the customer journey — after the customer has decided to buy.

Sales 78

Sales White Paper Net Promoter Score B2B 78

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

inQuba

JANUARY 10, 2019

Journey Management offers a pragmatic approach for large organizations to leapfrog into a new era of orchestrated customer journeys with early and continuous demonstrable value creation. Businesses are often only aware that a customer has moved on when their payments cease. Want to read the rest of the 2019 white paper?

White Paper 40

White Paper Management Customer Retention Customer Journey 40

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omnichannel 54

Omnichannel 2020 White Paper Social Media 54

CSM Magazine

SEPTEMBER 8, 2023

If you care about customer experience, are looking to use AI to drive business performance or are just looking to get the best from your Genesys and Salesforce technologies – then we’re the partner you need, and we would love to have a conversation.

White Paper 52

White Paper Leadership Multi-Channel 2021 52

ProProfs Chat

JULY 13, 2018

But as a rule of thumb, you can take advantage of the following customer retention strategies to boost future engagement: 1. Plan your Customers’ Overall Journey. Great customer experience is not limited to some points in your customers’ journey. Take customer support for example.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Think Customers

APRIL 12, 2022

It helps orchestrate keys areas in the customer journey to ensure the experience is the same in every channel. Customers aren’t impressed by technology alone; they are impressed by the quick and impactful help it provides. Intelligent automation do’s: Use intelligent automation to empower associates.

White Paper 52

White Paper Contact Center Customer Satisfaction Technology 52

Totango

SEPTEMBER 22, 2022

Here are some commonly used customer lifecycle terms: Visitor : Anonymous user on the website. This can be anything from downloading a white paper to signing up for a trial. Onboarding : A paying customer in the initial usage period. You can track customer health and take steps to increase customer satisfaction.

White Paper 71

White Paper Advertising Sales Social Media 71

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. The five big ways vCSMs will supplement your CS team: Customer journey mapping and opportunity discovery.

White Paper 40

White Paper Customer Success Engagement Customer Journey Mapping 40

Strativity

APRIL 20, 2018

It enables an organization to remain on course in its efforts to optimize the journey and the customer experience. This six-step process of connecting journey maps to action plans doesn’t have to be daunting. The post Six Steps to Customer Journey Management appeared first on Strativity.

Customer Journey 40

Customer Journey Management Customers Connections 40

Education Services Group

MAY 25, 2018

Yes, there must be a foundation of quality product design and thorough onboarding, but customer education goes beyond how a product works to revealing how customers can reach outcomes faster. And that’s a revelation that must remain present throughout the customer journey. Still doubtful? 135% increase in product usage.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

mopinion

OCTOBER 23, 2017

The online customer journey in retail is going through a major transformation. The post New White Paper: How to Boost your Retail Website with Online Feedback appeared first on Mopinion. This is a shift that many suspect will demand more from online […].

White Paper 76

White Paper Retail Feedback Customer Journey 76

Strativity

OCTOBER 22, 2017

While an important initial step in improving the experience organizations deliver to customers, on its own, journey mapping does little to change an organization’s customer experience for the better. The post Customer Journey Mapping – Doing It Right appeared first on Strativity.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Customers White Paper 40