ShepHyken

APRIL 20, 2021

Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. ” About: Jeff Nicholson is the Global Head of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. The New Way to Take Care of a Customer: Autonomous Customer Service.

Self service 354

Self service CRM Customer Service Marketing 354

ShepHyken

AUGUST 5, 2019

3 Strategies for Humanizing the Digital Customer Experience by Vibhas Ratanjee and Teresa Tschida. Gallup) Our work with clients has shown that there are three core strategies to continue to optimize emotional connections as customers go digital. 7 Critical CRM Trends to Keep an Eye on in 2019 by Zachary Totah.

Customer Service 274

Customer Service Self service CRM Multichannel 274

3CLogic

JANUARY 28, 2025

Contact centers handled calls and interactions, while CRM systems managed customer records and ticketing/cases/incidents. Over time, CRM and CCaaS solutions have evolved to increasingly encroach into each other's spaces, resulting in overlapping features and functionalities.

Customer Experience 105

Customer Experience CRM Contact Center Enterprise 105

ShepHyken

DECEMBER 9, 2022

One way to align these two things is by providing omnichannel engagement or employing a contact center CRM. . A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. . What is a contact center CRM? .

Sales 314

Sales CRM Contact Center Customer retention 314

TeleDirect

JANUARY 15, 2025

Strategies for Fostering Empathy in Call Centers Comprehensive Agent Training: Include empathy as a core component of training programs. Personalization Tools: Leverage CRM systems to access customer history and preferences, enabling agents to provide personalized support. Q: What role does technology play in fostering empathy?

Call Center 126

Call Center Customer Service Healthcare CRM 126

JustCall

MARCH 23, 2023

Introduction CRM (Customer Relationship Management) software refers to a tool that businesses can use to record and store key customer information to use when building a relationship with leads or prospects. CRM helps streamline your work. Increased Sales Another key benefit of CRM is that it helps businesses boost their sales figures.

CRM 132

CRM Sales Customer retention Metrics 132

Beyond Philosophy

MARCH 15, 2019

We talk about what we mean by it, how it changes our perception of an experience, and what organizations can do to design Customer Experience strategies that work with irrationality. <!–more–> Surprisingly, we went with the emotional decision and chose another company’s CRM. And thank goodness for that!

CRM 281

CRM B2B Customer emotions Consulting 281

Beyond Philosophy

MARCH 25, 2019

At British Telecom (BT), we were buying a CRM system. With the CRM decision in BT, we did not set out to be irrational about it. We had people in to train us all on how to make this decision using this matrix, which was what to look for in a CRM system and how to “score” the presentation for the data we collected on it.

B2B 332

B2B CRM B2C Education 332

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management. Email and Phone Support.

CRM 249

CRM Enterprise Benchmark outsourcing 249

ShepHyken

MAY 19, 2020

They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience. Companies and agents need to improve their customer service strategies to effectively handle the volume. You must have good self-service strategies available for your customers.

CRM 241

CRM Coaching Self service Analytics 241

Myra Golden Media

APRIL 11, 2023

In Do More with Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential , you will learn three effective strategies to maximize the potential of your contact center. This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Interaction Metrics

MARCH 27, 2025

For specific strategies you can use, keep reading. 15 Proven Customer Retention Strategies Below are 15 strategies that leverage these psychological principles to help you increase customer retention and turn you into an expert. Airlines and hotels use this strategy all the time. These incentivize them to stay loyal.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

ShepHyken

AUGUST 31, 2023

This is where ERP and CRM integration comes into play. What is an ERP? Tellingly, this is a more effective strategy than offering discounts and promotions. Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information.

Journey mapping 330

Journey mapping Upselling CRM Feedback 330

TechSee

MARCH 11, 2025

Seamless CRM, knowledge base, and ticketing integrations are three common examples. What’s our change management strategy? Key Questions to Consider When Implementing AI Solutions What are our objectives? How will AI drive your bottom line – revenue, retention, and efficiency? How does AI integrate with existing systems?

Customer Service 109

Customer Service Education Self service CRM 109

ShepHyken

SEPTEMBER 19, 2016

The Customer Service Strategies Behind Zappos’s Success by Sharpen. Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy. I have added my comment about each article and would like to hear what you think too.

Customer Service 0

Customer Service Chatbots CRM Technology 0

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

APRIL 9, 2019

Companies need to re-think self-service strategies altogether. About : Jeff Nicholson is Vice President of CRM Product Marketing at Pegasystems. He is a recognized customer engagement thought leader who frequently presents at CRM industry events. This is one of the reasons why agent turnover is so high.

Self service 262

Self service CRM Customer Service Marketing 262

Beyond Philosophy

SEPTEMBER 20, 2024

With decades of experience in customer relationship management (CRM) and Customer Experience , Hill shares valuable insights into how personalization, particularly with the help of AI, is reshaping customer interactions and driving business results. He also emphasizes balancing mass and personalized communication within a marketing strategy.

Personalization 243

Personalization Customer centricity CRM Marketing 243

TechSee

DECEMBER 3, 2024

But, when laying out your AI strategy, you need to think beyond easy wins. ” and even “Can you help me update my subscription plan?” ” These AI agents promise to be highly effective for routine interactions. Consider the service interactions that really frustrate your customers and team. This is why Sophie AI exists.

Customer Experience 124

Customer Experience Virtual Agent CRM Enterprise 124

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). Understanding the Landscape of B2B vs. B2C Marketing At the heart of all effective marketing strategies lies the principle of satisfaction and connection. B2B decisions are driven by logic and ROI.

B2C 118

B2C B2B Marketing Accountability 118

ShepHyken

JULY 16, 2021

Daniel Bishop currently is the assistant editor and marketing consultant for ReallySimpleSystems, a CRM System that helps small businesses build long relationships, save time and make more sales. Read Shep’s latest Forbes article: Are Your E-Commerce Strategies Working?

Consulting 366

Consulting Consulting Sales Self service 366

ShepHyken

JULY 3, 2020

Create a Multi-channel Strategy. So, if you want to provide them with world-class customer support, you need to consider implementing a multi-channel strategy. A multi-channel strategy incorporates various promotional and distribution channels so that you can better reach, connect, and create a better rapport with your customers.

Customer Service 235

Customer Service Multichannel CRM Advertising 235

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Now let’s explore how to improve CSAT score with a 6-step strategy.

Wait times 105

Wait times Feedback CRM Surveys 105

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. An agent on the phone might be unaware of a previous email exchange.

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Interaction Metrics

FEBRUARY 20, 2025

Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. A robust CRM system or AI-driven support tools can streamline interactions and improve resolution times. Ready to transform your NPS strategy? With decades of expertise in Net Promoter surveys , we know what works.

Surveys 62

Surveys Benchmark Feedback Metrics 62

TeleDirect

JANUARY 30, 2025

Increased Productivity for Attorneys Attorneys and legal staff can focus on case strategy and litigation instead of managing phone calls and administrative tasks. AI-Powered CRM Integration The best inbound call centers use AI-driven CRM systems to track client interactions, manage case updates, and automate follow-ups.

Call Center 119

Call Center outsourcing Consulting Consulting 119

ShepHyken

SEPTEMBER 7, 2023

A dedicated CX leader to guide strategy. Integration capabilities You want to be able to bring all of your customer data together seamlessly, which is why it’s important to find a CSP that integrates with your existing CRM, support ticketing system, marketing automation tools, and other essential software.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

MARCH 29, 2019

This week we feature an article by Alexandr Galkin who writes about how retail management should focus on direct communication and/or a balanced pricing strategy and allow AI to manage price optimization. Also, artificial intelligence allows retailers to test if their pricing strategies are truly customer-oriented by predicting demand.

Customer Experience 274

Customer Experience Accountability CRM Enterprise 274

Beyond Philosophy

JANUARY 27, 2022

I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . For example, CRM was the word of the day back at the turn of this century.

CRM 195

CRM Consulting Consulting Quality management 195

Outsource Consultants

FEBRUARY 25, 2025

This data (when properly analyzed) can inform product development, marketing strategies, and overall business decisions. As we move forward, let’s explore specific strategies that can increase sales through call center services. How Can Call Centers Boost Your Ecommerce Sales?

Call Center 67

Call Center Sales outsourcing Technical Support 67

TeleDirect

JANUARY 7, 2025

Sign #2: Customer Complaints About Service Quality Are Increasing When customers start complaining about long wait times, unresponsive support, or unresolved issues, its time to rethink your customer service strategy. Utilizes advanced tools, such as call routing and CRM integration, to enhance efficiency.

Call Center 126

Call Center Wait times Abandon Call Multichannel 126

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? He shares three foundational strategies to enhance your CX and improve customer retention. Here are my top five picks from last week.

Customer Service 57

Customer Service B2B Customer retention CRM 57

ShepHyken

APRIL 7, 2017

Incorporate following four points in your CRM strategy to learn from mistakes: Missing or misleading information. Focus and solve their issues with attention, and design a long-term strategy. Next, they should make efforts to continue their valued association. Are you marketing your product in the right way?

Advertising 285

Advertising B2B Employee engagement CRM 285

3CLogic

MARCH 27, 2025

Without cost-effective modernization strategies, agencies are forced to prioritize short-term fixes over long-term innovation, leaving them unable to scale services efficiently. 3 Managing tightening budgets Agencies must balance modernizing services and efforts while often constrained by budgets.

Government 96

Government Self service contact center solutions Contact Center 96

TeleDirect

JANUARY 30, 2025

Improved Focus on Core Business Functions By outsourcing non-core activities, businesses can concentrate on growth strategies, innovation, and revenue-generating tasks. Advanced Technological Integration The top call centers in the US leverage AI-powered analytics, CRM systems, and omnichannel communication to optimize customer engagement.

outsourcing 106

outsourcing Call Center CRM Technical Support 106

Beyond Philosophy

JANUARY 20, 2022

First, CRM has infiltrated businesses today. In other words, CRM is an excellent data tool, but only if you leverage it strategically for your business goals. Moreover, regarding CRM, many companies are measuring the wrong things. Moreover, regarding CRM, many companies are measuring the wrong things.

Customer Experience 195

Customer Experience CRM Customer centricity Self service 195

ShepHyken

FEBRUARY 9, 2021

Kustomer has found that 77% of customers expect their problem to be resolved immediately, placing an emphasis on ‘real-time’ customer service strategies. The problem with a lot of today’s chatbots is that they’re not able to connect to a CRM system. Personalization has only grown more important throughout the COVID-19 pandemic.

Multichannel 219

Multichannel Chatbots Self service CRM 219