Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. Personalization and permissions.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? To prepare myself in advance, I would go through their profile saved on our CRM to understand them better. It was here that I understood that the small things matter to customers the most. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Peter Lavers Customer Experience and CRM Expert. linkedin Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. There’s the CRM there. I mean, it’s got to come into a really good and effective CRM.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. There’s the CRM there. I mean, it’s got to come into a really good and effective CRM.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52