CCNG

OCTOBER 19, 2022

Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2022) 63% of customers are happy to be served by a chatbot if there is an option to escalate the conversation to a human. Forrester, 2018) 90% of customers prefer to talk to a live service agent over a chatbot.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Balto

AUGUST 3, 2022

We asked respondents which of the following activities their agents engage in on the phones: Upselling to customers (encouraging them to purchase a higher-end product) Cross-selling to customers (encouraging them to purchase related items) Asking for online reviews Gathering customer information for marketing purposes (ex. 2010, December).

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SmartKarrot

JANUARY 22, 2021

1995 – 2000: The Rise of Customer-Centric Business Outlook 2000 – 2005: Customer Relationship Management and Marketing Automation Platforms 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. 2005 – 2010: Automation and Marketing plugs in Engagement and Sales. Customer Success: Present. Customer Success: Future.

SaaS 10

SaaS Customer centricity CRM Analytics 10