Articles
Tag: customer success
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4 Tips for Balancing Customer Experience and Fraud Prevention
Customers want great CX when transacting with companies, but they also want protection, creating a balancing act between CX and fraud prevention.
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Composable DXP: Is It Sales Jargon or Something More?
The term composable DXP is being used a lot lately, but what does it mean? Is it marketing jargon or something you should pay attention to?
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4 Self-Service Trends That Are Changing Customer Service
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent.
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Adobe Announces CDP Built for First-Party Data
Major brands, in partnership with Adobe, are set to deliver personalized customer experiences via Adobe Real-Time CDP, without the use of third-party cookies.
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A Look at What's Been Driving Top IT Support Requests During the Pandemic
What has the ticket support call line looked like for IT leaders over the past year and how have IT leaders tackled these requests?
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Getting the Most From Your Customer Journey Maps
A customer journey map looks at all of the interactions that a customer has as they progress through their journey across all of the brand’s channels.
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To Team or Not to Team, That Is the Customer Success Question
Having a group devoted to unconstrained listening, problem-solving and making improvements to ensure successful outcomes for each customer is a powerful thing.
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With Consumer Habits Changing Again, Is it Time to Rebuild Your CX Roadmap?
With some light at the end of the COVID tunnel, consumers are beginning to change their habits once again. Is it time to rebuild the CX roadmap?
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Why CVS Is Betting on Brick and Mortar
Why are pharmacy brands like CVS betting on brick & mortar as their primary way of doing business, if the benefits of digital disruption are so well-documented?
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How to Master the Shift to a Subscription Software Model
Subscription success requires engaging customers and ecosystem partners throughout the marketing, sales and service lifecycle.
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Building a Customer Success Health Plan for 365 Days a Year
All too often customer success managers don’t proactively engage with customers and are then surprised (though they shouldn’t be) when the customer churns.
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What Does Exceptional Customer Service Look Like in a Post-COVID World?
There is a lot riding on your customer experience and expectations are high. Are you ready to deliver an experience that keeps your customers coming back?
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Why You Should Focus on Community Building More Than Audience Building
Online communities are growing and savvy marketers are switching from audience-building to community-building. Marketers and executives share their thoughts.
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5 Customer Success Lessons Electric Utilities Should Adopt from High-Tech
Electric utilities are under enormous pressure to reinvent their relationship with customers. Here's some lessons they can borrow from the high-tech world.
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