Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Mark is CEO & CMO of Loyalty360, an “Association of Customer Loyalty” He has vast experience in designing and administering loyalty/CRM programs, and data-driven marketing communication programs.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 117

B2C B2B Journey mapping SaaS 117

CSM Magazine

MAY 30, 2016

If the pressure of keeping up with the demands of your industry has started to take its toll but you are frustrated by the amount of time and money such a commitment can eat away, here’s your starter kit that includes one CRM solution, one collaborative team and a few bits of sound advice. Your CXM Starter Kit. More cost-cutting points?

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

ClearAction

OCTOBER 25, 2018

As such, customer experience tools are being embraced by marketers: journey mapping, personas, single view of the customer, story-telling, customer life cycle management, and customer lifetime value. Half of B2C companies and a third of B2B companies have a dedicated customer experience budget.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

RichCall

SEPTEMBER 13, 2017

Sheila McGee-Smith , an enterprise communications industry analyst. Dave Michaels , founder of TalkingPointz, covering enterprise communications and IoT. Of course, it took about 20 years for CRM to become an overnight success. These are the two most significant emerging modalities in enterprise communications.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64