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Customer Experience Management

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According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey. From

Customer Success technology has finally reached mainstream recognition as an integral tool for any subscription business. Your organization can’t afford to wait any longer to add a Customer Success solution to your current tech stack. And that’s where Totango comes

As a Customer Success professional sometimes your job can seem daunting. You are responsible for driving the success of your entire customer portfolio and make sure they continue to use your product or service. Without a clear way to listen,

Many of the companies we talk to today all have the same challenge, they are sick and tired of fire fighting their customer accounts. Fire fighting happens when you don’t have visibility into what is going on in your customer portfolio so

We’re happy to release the results of our annual SaaS Metrics Survey. This year we received over 500 responses, a 100% increase from last year – in itself a sign that the topic of metrics and key performance indicators is

We wrote earlier about Aberdeen’s groundbreaking research into the value of customer intelligence: companies which use customer analytics in their customer-facing business processes see 3x greater customer retention and 20x greater account value growth year over year. Read our INITIAL BLOG

This week I'm out in New York at the CRM Evolution Conference and Exhibition. There have been a lot of great speakers but I'm sensing some big themes. Here are my top 5 quotes from Day 2 of this conference. 1.

Omer Minkara says it will create 20x greater revenue growth per customer. Geoffrey Moore calls it a "fundamental revolution". Dion Hinchcliffe refers to it as a "momentous change in business". And, oh by the way, 88% of CEOs agree. Here is what well known analysts have

Companies that design and deliver excellent customer experience (CX) have more engaged customers. Customer engagement is not something that happens by chance but rather an outcome of an exceptional and differentiated customer experience. There are a lot of "clone companies"

We found some pretty good tweets from Forrester's CX Forum that resonated with us. There were many ongoing conversations about unifying the customer experience across departments but that it did not mean making one uniform experience for the customer. One

Bruce Temkin, former VP and Principal Analyst at Forrester Research, recently did a keynote at the European Customer Experience World (ECEW) and shared what he thought to be were 4 truths about Customer Experience Management (CEM) that everyone should know. Truth