Customer experience management (CXM or CEM) helps businesses track, analyze, and refine the way people interact with their brand to increase overall customer satisfaction. It begins as a concept (“are we delighting our customers?”) that’s followed by a series of activities (“how can we be sure?”). Well-executed CXM is an ongoing process of constantly reassessing…
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6 Best Predictive Dialer Software
Call centers make thousands of calls per day, making predictive dialer software a commodity in these kinds of environments. Predictive dialer software will dial telephone numbers in bulk, saving agents time while preventing misdialing and reaching many more clients daily than by manually dialing phone numbers. How We Evaluated Predictive Dialer Software While the majority…
6 Best Call Recording Apps
Call recording is an integral part of the business realm and a tool to help improve customer service and agent efficiency. If your phone or service does not provide these services, call recording apps make it easy to record telephone conversations. We looked at the biggest names in the industry and determined our picks for…
6 Best Simple CRM Systems
Most customer relationship management (CRM) systems are designed to be easy to use, but the definition of “easy” varies from user to user. The CRM failure rate was as high as 69% in 2017, with functionality cited as a major reason, which gives simple CRMs an edge over complex solutions that may deter user engagement….
6 Best Call Monitoring Software
Call monitoring software provides the ability to record conversations, log call data, and allow managers to listen in on call activity over your network. This information can be used for reference, quality assurance, or to make better staffing and scheduling decisions. We looked at the best call monitoring systems on the market and evaluated them…
6 Best CRMs With Facebook Integration
Facebook integration with customer relationship management (CRM) software helps businesses compare contact data with social profiles to keep databases current, ensure the right prospects are targeted, and track engagements. We researched dozens of options to compile this list of the best Facebook CRM integrations, including the overall best CRM for Facebook leads. How We Evaluated…
VoIP vs Virtual Phone Systems: Definitions & Which Is Best
Voice-over-internet-protocol (VoIP) services and virtual phone systems are two popular kinds of telephony solutions for businesses. VoIP is a standalone service that usually comes with advanced features at a higher cost, while virtual phone systems require an existing line to forward calls from but come at a lower monthly price. VoIP: Best for midsize and…
Account Manager vs Account Executive
Account managers (AM) and account executives (AE) are both an important part of an effective sales strategy. Simply put, AEs bring in new business and are often referred to as “hunters,” while AMs take care of existing business by “farming” the existing client for retention and additional opportunities. Both roles fall into the sales function…
The Ultimate Guide to Understanding the CRM Process
The CRM process consists of activities that grow relationships with existing customers or new prospects. CRM means nurturing and expanding customer relationships while moving prospects through the sales pipeline. CRM is a process that takes place internally within your company but directly impacts the experience of the customer. Ensure the success of your customer relationships…
Visual Voicemail: What It Is & How to Use It
Visual voicemail is the capability to read a transcript of your voice messages, which is handy for anybody who wants to save time by scanning missed messages for critical information instead of listening to the full-length recording. This ability can be helpful for companies and businesses, but also for everyday use as well. How Visual…
Free Sales Tracking Software
Whether you’re working on 10 deals at once or starting a business, sales tracking software helps you stay on top of sales numbers. If you’re still using spreadsheets to manage customers, it may be time to modernize sales operations. We’ve identified a number of free versions and trials of sales tracking software that can help…
How to Increase CRM Adoption by Your Team
Implementing a customer relationship management (CRM) tool for your business can be both exciting and challenging. While a new CRM has the potential to better manage growth and accelerate workflows, adopting new software often requires team members to learn new procedures that can upset established daily routines. In fact, according to CIO Insights, a mere…