CSM Magazine

JUNE 16, 2021

Gone are the days where high-quality customer experience (CX) was the exclusive purview of B2C. In today’s rapidly digitizing marketplace, brand perception hangs largely on the ability to offer customers a convenient, effortless use of products and services – in the B2B space as much as B2C. Gal’s Bio.

Enterprise 52

Enterprise B2C B2B SaaS 52

ChurnZero

FEBRUARY 7, 2020

LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. More than half of companies plan to decrease on-premise software spend, while 80% expect to boost SaaS and public cloud investments – Flexera study from CIO Dive’s 2020 IT spending priorities. 6 in the U.S. #2 2 in Mexico. #6

SaaS 64

SaaS Transportation B2C Customer retention 64

C3Centricity

AUGUST 17, 2020

Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator. Customers 2020 Report. According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. CEI Survey. Bain & Co. But there is some hope.

Customer centricity 63

Customer centricity Big data Airlines Marketing 63

C3Centricity

DECEMBER 3, 2018

By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). According to a Forrester report, 44% of B2C marketers are using big data and analytics to improve responsiveness to customer interactions. (Source: CEI Survey). Source: Bain & Co).

Big data 59

Big data Marketing B2C CRM 59

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64