Customer Relationship
Resources
4 ways to boost business outcomes with online reputation management
Optimize ratings + reviews to build stronger customer relationships & gain insight on market position and increasing SEO to drive traffic.
DATA-DRIVEN SALES: USING REPORTS AND DASHBOARDS TO GIVE YOURSELF AN EDGE
How the right reports, dashboards, and sales forecasting can help dramatically improve your sales performance and help you to fully embrace the era of big data
Five things we learned from talking to more than 1 billion people
Download the report to see 5 things every great brand knows about the customer experience
SECOND ANNUAL State of Service Report
Insights and trends from over 2,600 global service Trailblazers
PUT VIDEO TO WORK ACROSS YOUR ORGANIZATION
PUT VIDEO TO WORK ACROSS YOUR ORGANIZATION
Reinventing enterprises with Intelligent IoT
Perspectives on how the Internet of Things (IoT) can enable the Digital Reinvention™ of enterprises
THE CMO CLUB SOLUTION GUIDE Customer experience essentials for enterprise
Customer experience is the new management battleground
THE FIVE BUILDING BLOCKS OF AN EXCEPTIONAL WEB EXPERIENCE
The five building blocks of an exceptional web experience foundation - your guide to winning the personalization race
THE PATH OF EXPERIENCE
The five milestones to experience-driven commerce by Adobe
The Ultimate Guide to Email Integrations
This whitepaper provides you with the tools to get the biggest ROI from your businesses email integration
Turning Customer Feedback Into a Conversation
Why responding to customer feedback is important, best practices for responding to reviews, and how to respond to customer questions…
Ditch your CX data silos
5 ways an integrated XM strategy can enhance the digital experience
Winning With Superior Customer Experiences: Learn how brands create, optimize, and deliver personalized experiences at scale
The customer experience is changing. Learn how brands create, optimize, and deliver personalized experiences at scale.
Authenticity and Brand Trust – Exploring the Role of Incentivized Reviews
Bazaarvoice commissioned a study in order to evaluate the credibility of incentivized vs. non-incentivized reviews across different product types. Dive into this eBook for key takeaways that will help you establish and maintain the hard-earned trust of today’s consumers.
D2C: The Next Growth Wave for Food & Beverage Brands
Find out why now is the time for food & beverage brands to switch to a D2C model and the six key investments brands need to make to successfully launch a D2C channel
OUTDOOR MOBILITY SOLUTIONS DESIGNED FOR HIGH DEMAND
Learn why enterprise solutions outperform consumer devices day in and day out.
Close the loop
Download this guide to learn how best-in-class case management helps you listen to customers across all channels and customize your program to fit the needs of your organization
6 Best Practices for IT Leaders to Enable Effective Self-Service
A guide that will walk through how to implement self-service in order to run a cost-efficient and scalable customer service program.
Five Questions to Ask Your CDP Vendor
Customer Data Platforms are an essential tool for building one-to-one relationships with your customers, but how do you separate true CDPs from the pretenders?
Writing the Modern Customer Service RFP
Handbook. Writing The Modern Customer Support Platform RFP. Say goodbye to legacy. See what you need from your platform to satisfy today's customer.
Property Management Reputation Report
Read the report for important insights about how property managers can analyze review text to determine what's important to tenants, and to identify problem …
Are Your Third-Party Tools Putting Your Data at Risk?
So how can you ensure the third-party companies you partner with won’t put your (and your users’) data at risk? Better yet, how can you evaluate the trustworthiness of third-party companies before you partner with them?
OneSource Virtual boosts performance, realizes savings with Cxone
With CXone, OneSource has turned it all around: Performance measures and post-call customer satisfaction have all improved significantly. Download PDF
Disruptive Customer Engagement
With each passing year, just as in the CRM market, the shift towards cloud that is happening will rise…
Now Tech: Digital Intelligence Technologies, Q2 2019
Customer insights (CI) professionals should use Forrester's Now Tech report to understand the value they can expect from a digital intelligence technology provider and select vendors based on size and functionality.
Drive business growth with machine learning personalization
In this eBook, we’ll take a deeper look at Amazon Personalize and what it can mean for your business.
The Total Economic Impact™ Of Qualtrics CustomerXM
Thirty-eight million reasons why we believe the world’s leading brands choose Qualtrics for customer experience management.
The State of Customer Experience Management, 2019
To understand the current state of customer experience (CX) management, we surveyed 212 large companies with at least $500 million in annual revenues.
How restaurant brands can manage customer and employee experiences during COVID-19 + beyond
SMG's exclusive Interactive XM Playbook, with a 3-phased strategy map + personal status tracker, helps restaurant brands keep pace with evolving customer + employee expectations—optimizing your XM program to navigate uncertainty with precision and emerge a stronger brand.
Disruptive Service: Embrace the Digital Service Revolution
As Salesforce Canada’s Mark Aucoin points out in his eBook Embrace The Digital Service Revolution, one of the unique aspects of meeting customers’ expectations today may not be immediately obvious. It’s this: Given that customers might need to interact with a company they’ve purchased from via smartphone app, social media service, email or another touchpoint, great service is not just about “dazzling” them but making the process as easy as possible.
Mind the Gap: What Different Generations Want from Retailers
This report is filled with amazing insights into consumer motivations spanning the Gen Z, millennial, Gen X and baby boomer cohorts. Find out what is driving consumers to engage and shop, and what creates a desirable customer experience to keep them loyal.
THE NEW ERA OF DYNAMIC MARKETING
5 Principles For Creating Meaningful Customer Experiences Based on Data
The Essential Handbook for Customer Success
Customer Success has arrived, and everyone is talking about it. We spoke with contemporary Customer Success leaders to get the inside scoop on which techniques work for them, and the state of the profession moving forward. We have compiled their advice, along with a comprehensive guide for effective implementation, best practices, and strategies for creating a world class Customer Success organization.
How to Write a Discussion Guide [+ 200 Survey Questions]
Whether you're gauging customer satisfaction or conducting employee engagement surveys, crafting a strong discussion guide is key to company success.
FIFTH EDITION: State of Marketing
Get insights from 4,100 marketing leaders worldwide. An inside look at what’s top of mind for today’s CMOs and marketing leaders in the fifth edition of our “State of Marketing” report. Download now.
HOW LONG HOLD TIMES AFFECT YOUR CUSTOMERS’ EXPERIENCE (AND YOUR BOTTOM LINE)
What really happens when you put a customer on hold? Hold times aren’t going anywhere. There’s always going to be an ebb and flow of contact center needs that is mitigated by asking customers to wait. Still, the question is, what does that mean for your business and how can you handle holds better?
Customer Support Transformation - The Guide to Essential Practices and Metrics
ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry. Support Transformation: The Guide to Essential Practices and Metrics report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.