Customer-Focused CRM (#CX)

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Benefits

What Are The Benefits Of CXRM? CXRM helps you manage your relationships with customers, and improve the experience your customers have with your business. Delighted customers are much more likely to place repeat business and recommend your services to others. With CXRM, you can help increase the loyalty shown by your customers. A well-managed customer base will go through a journey as follows:- stop leaving forgive service issues reduce complaint levels buy more buy more often make d... more

Different Software

CXRM Puts The Customer Experience At The Heart Of Your Business CXRM's software has been built from the ground up with a focus on aligning customer experience with the ability to deliver it - connecting the outside and inside of the business together. With CXRM, you can make your customers the stars: Embed customer-centric ways of working using CXRM's best practice CX functionality Engage with customers across their lifecycles and journeys by configuring CXRM's process engine t... more

Bridging the Service Gap

Bridging The Service Gap A key benefit of the Customer Service Blueprinting approach is that it provides a platform from which focused and aligned improvement initiatives can be driven, and a context in which business decisions can be made. Many organisations suffer from conflicting initiatives and this is often a result of different parties having different views of the customers’ priorities and being unable to communicate these differences. The Customer Service Blueprint will preven... more

Using a Customer Contact Map And RATER

A Customer Contact Map Can Be Used to Measure our Customers’ Experience Across All Dimensions of Service At All Moments of Truth! This complex picture is called a Customer Contact Map. It can be populated with both qualitative and quantitative information. The information comes from in depth customer interviews, customer surveys, front line staff interviews and actual performance data. As such it covers performance and satisfaction levels, thereby highlighting the customers’ prior... more

Understanding Customer Service with RATER

Understanding Excellence in Customer Service Excellence in customer service is always difficult to define, but we all know it when we see it. However, if we wish to deliver excellent service it is unlikely to happen by chance. We need:- a language for describing it a means of measuring it a system for setting standards and targets RATER: A language for describing the service a customer experiences The RATER model deconstructs customer service into five distinct and independent dimensi... more

Templates

Downloadable Templates and Examples of RATER Service Model We hope you've enjoyed our articles on managing the customer experience, perfect order score and CRM. Here is a collation of some downloadable spreadsheet templates that go alongside the articles. Contact Map Template RATER Service Blueprint Template It won't take you too long to work out that they are basically the same! But once populated, the contact map will describe the current customer experience, and the blueprin... more

Searching For A Definition Of Customer Service

Customer service is ... everything you can do to help your customer achieve their objectives... That's a broad definition, but it describes a broad relationship. Customers today expect more than simply the delivery of a transaction, the wider relationship is just as important, for example: i. in business to business arena, Rolls Royce no longer sells aero-engines to airlines, their proposition is to keep planes in the air and on time, by providing real-time monitoring and management serv... more

Pricing & Sign Up

Sign Up For CXRM "Possibly the greatest challenge facing a fast growing business is the management of its information. The solution provided to ReportSource gave me and my management team a scalable, easy to use, reliable and comprehensive solution for everything from financial forecasting to resource and customer management. This solution enabled ReportSource to project ourselves into the marketplace like a company 100 times our size; it was an essential element in our growth and succes... more

Perfect Transaction Score

Customers Experience Your Service At Multiple "Moments of Truth" For example, a company supplying glazing goods to households will have multiple touchpoints with customers. Some organisations measure the Perfect Order Score (or Perfect Transaction Score). This gives a good insight into the proportion of customers that experience a seamless service - and also gives a good indication of the amount of corrective action needed internally in your business to put things right. You can ea... more

How Important is Customer Service?

Stop Paying Lip Service to Customer Service If you don't look after your customers, someone else will! Product quality is assumed. Process efficiency is demanded. However, service excellence is still appreciated and valued. Increasingly, customer service is a leading differentiator. But what is service? How can it be measured? How can it be improved? This series of articles will help you draw some conclusions... Even the best small/medium sized businesses underestimate how important... more

How Customer Journeys Fit In

How Customer Lifecycles and Customer Journeys Interact A Customer Journey is the series of steps a customer takes to do something with your firm - for example, to make a purchase, or get help with a usage issue. Customer Lifecycles overarch individual Customer Journeys - a customer may, for example, have several engagements with your support team in their time as an active customer. Seen from an internal perspective, a customer's initial purchase of your service may start only as the cus... more

Get Started With CXRM via Comms UK

CXRM: Customer-focused CRM Online CRM software to manage customer relationships and experiences Easy to Implement Adopt at a Pace That Suits You Tailored To Fit Your Business Needs Easily Adapts As You Grow Secure, Online - Access Anywhere Thanks for your interest! We need to grab a few details so we can get in touch with you to get things set up and a plan in place. Please fill our handy form below or, if it's easier for you, just drop us an email, tweet or phone call. Get St... more

Features

What Does CXRM Do? CXRM is online software for managing customer experiences and relationships. CXRM includes the functionality you would expect from a traditional "CRM" solution, plus features that align the internal business processes in your company with the experience you aspire to deliver to your customers. Putting the X in CRM Here's a summary of what you can do with CXRM: Manage Customers Pro-Actively Across The Life-Cycle acquire: create leads from your existing... more

Measuring The Entire Customer Experience

Measuring the Entire Customer Experience A customer forms an impression of service received over time. Customer service excellence is complicated by the nature of how modern customer interactions take place: over a period of time; and following a considerable range of experiences. For instance, even conducting a simple online shopping transaction, your experience with the vendor is affected by the look and feel of the webpage, the ease of use, stock availability, delivery lead time... an... more

Defining the Ideal Service With a Blueprint

Defining a Customer Service Blueprint In the last few pages, we have defined a language to describe customer service and a Contact Map tool for capturing the customers’ experience at each Moment of Truth (MOT). The next step is to define the targeted service level - what we aspire to reach. We can do this using the same language and the same measurement tools - so our Customer Service Blueprint is simply the Customer Contact Map that we seek to achieve - with the required performanc... more

Customer Lifecycle Model

Customer Lifecycle Model It is not really feasible to define lifecycles that will cover all your customers all the time - but it is possible to characterise how a significant proportion of customers experience your organisation. The diagram below is a generic model for describing customer lifecycles, simplified into two broad cycles: the cycle from customer becoming aware of your company through to using your product or service a cycle which starts at a customer considering defection from ... more

CXRM Software

CXRM - putting the X in CRM CXRM is online software that helps you manage your relationships with customers, and optimise the experience your customers have with your business, in order to improve customer loyalty and business results. CXRM includes the functionality you would expect from a traditional "CRM" solution, plus features that align the internal business processes in your company with the experience you aspire to deliver to your customers. CXRM can help you implement the ... more

Comotion

Comotion http://www.comotional.com/ Management Consulting: Building Customer-Led Businesses Here at Comotion we help clients build 'customer-led' businesses. Our approach and solutions are based on the philosophy that companies are built on logic but managed by emotion. Commerce + Emotion = Comotion. As a result, we combine the rational methods of traditional consultancy with the engagement, branding and communications skills provided by agencies to deliver better results for o... more

CRM Overview

Managing Customer Relationships and Improving Sales Performance One of the core aspects of CXRM's online software it its ability to provide a simple-to-use CRM (Customer Relationship Management) system to its users. But what in practice does this mean? What is CRM? In fact CRM is a mixture of things. It's often seen as just managing your sales "pipeline"; allowing you to see what work is on the horizon, what's in progress and what's been delivered. Traditionally the... more

Customer Experience IQ

Customer Experience IQ www.cx-iq.com Online marketing research software and service focused on customers' opinion mining, voice of customer analysis and customer satisfaction measurements. We refine data, mined from the web, into intelligence you can act upon to reduce time to market, lower promotional costs, improve ad effectiveness, and more. Geography Covered:US, India, Australia, UK, Canada, New Zealand... more

Clicktools

Clicktools www.clicktools.com Clicktools enables you to collect customer information through surveys, scripts, and forms, and then centralize that data in your CRM system. Clicktools is the leading provider of premium, Cloud-based survey software for businesses. We live by the brand promise to help our customers better understand and serve their customers. Since 2001, the Clicktools solution has enabled organizations to improve customer experience by collecting, centralizing, and acting ... more

Customer Lifecycles - Definition and Usage

Customer Lifecycles Customer lifecycles are used to analyse the behaviours and decision-making of your customers over time. Understanding customer lifecycles can give real insight into how a broad base of your customers experience your organisation as a whole. Customers may well understand your business better than you do, and revealing what creates customer value over time is in turn the key to unlocking tremendous value in your firm. Customer lifecycles help you understand customers bette... more

CX

Customer Experience (CX) Your customers are even more important than you think! Published in this section are a number of articles on the topic of customer experience, covering: Defining customer service The importance of customer service A model for understanding the dimensions of service Measuring the customer experience Customer contact maps and RATER Using a blueprint to define ideal service Understanding service gaps Bridging service gaps Our you can learn more about CXRM Pri... more

CX Directory

CX Directory CXRM is online software that helps you manage your relationships with customers, and improve the experience your customers have with your business. In developing our software and working with customers and partners on implementation, we come across a lot of interesting and innovative firms that provide complementary services. In this directory, we're delighted to profile some of them. Management Consulting: Comotion is a hybrid consultancy/agency focused on building cus... more

CX Insights

Customer Experience (CX) Your customers are even more important than you think! Published in this section are a number of articles on the topic of customer experience in business and how CXRM can be of use in improving customer care and retention in business. Our articles cover many areas of #CX Exceptional customer service drives customer loyalty and higher profits for your business Manage your customer relationships across the full lifecycle Use CXRM to embed customer-centric ways of wor... more

Customer Lifecycles and Customer Journeys

Customer Lifecycles and Customer Journeys Customer Lifecycles and Journeys are critical tools for managing the customer experience. Published in this section are a number of articles on the topic, covering: What are customer lifecycles and how are they used? A customer lifecycle model How customer journeys fit in Leveraging CRM with customer lifecycles Or you can click here to learn more about CXRM Pricing and Sign Up. ... more

The Cost Of Bad Customer Experience #CX

This great infographic from desk.com shows just how much bad customer experience could be costing your business. With a staggering 9/10 U.S Consumers saying they would pay more to ensure a good customer experience. Improve Your Customers' Experience CXRM helps you improve the experience your customers have with your business. Read more about the business benefits of using CXRM. ... more

Why You Should Invest In Customer Experience

This great infographic from Zendesk shows how important it is to invest in your businesses customer experience initiative in the modern day. With some incredible figures such as only 4% of Americans trust advertising as a source for product or service information. It becomes even more important to treat your customers’ right, to ensure you’re getting the best possible referrals and customer retention. Improve Your Customers' Experience CXRM helps you improve the experien... more

Three More Methods To Improve Customer Experience

With countless small businesses competing against one another, great importance gets placed on customer experience. With all the options and choice customers have available these days, it’s important that your business is able to match customers’ expectations. We look at three simple steps your business can take to improve its customer experience; Be Personal – These days a lot of businesses communicate via social media such as Twitter and Facebook, however research shows t... more

7 Great Ways To Improve Your Customer Experience

With customer experience becoming more and more of a priority for businesses, especially for SMEs, it's important to make sure the experience your providing is unrivalled. A great article found at www.callcentrehelper.com highlights "7 Great Ways To Improve Your Customer Experience". The following list contains the main points; Define your customer experience principles Understand your customers Create an emotional connection with your customers Capture customer feedback Us... more

Customers Would Pay More For Better Customer Experience

Once again providing an excellent customer experience is a talking point. Zendesk have provided an excellent info graphic illustrating the importance of customer experience and why companies should invest here. One of the most interesting facts was that 82% of people stopped doing business with a company due to bad customer service. Whilst 40% of people began purchasing from a competitive brand because of its reputation for great customer service. These stats only re-inforce the point that cu... more

Are You Stuck And Struggling To Achieve Your Customer Experience Goals? #CX

According to Oracle’s recent Global Customer Experience Impact report, a study of 1,300 senior executives, most organizations seem to be stuck in idle when it comes to achieving their customer experience goals. It says "Inflexible technology, internal challenges and a lack of investment are among the primary factors preventing organizations from delivering the best possible customer experience". Improve Your Customers' Experience CXRM helps you improve the experience your... more

Free RATER Customer Service Model Templates

To go alongside our recent articles on the RATER Customer Service model, we've just uploaded some excel templates and examples to help people who want to develop a customer contact map and / or service blueprint using this popular customer experience management framework. Download them here! ... more

10 Customer Experience Facts

A wonderful article found at www.technicallymarketing.com highlights the importance of customer experience in todays day and age. And as we continaully try to improve our own online software to provide a platform to build excellent customer experience, it may be worth highlighting from this article the 10 customer experience facts for 2013 to take note of. According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consis... more

8 Reasons Customer Retention Increases Profitability

customersthatstick recently released an infographic illustrating customer retention by the numbers, which you can view here. After reviewing the infographic, we can highlight the key reasons why customer retention leads to increased profitability. These are as follows; The cost of acquisition occurs only at the beginning of a relationship: the longer the relationship, the lower the amortized cost. Account maintenance costs decline as a percentage of total costs (or as a percentage of reven... more

Make Your Customer Experience More Personal #CX

A recent article found at www.winthecustomer.com shows that 78% of consumers reported that their most satisfying experience took place when a capable and competent service support representative answered their queries. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, ... more

CXRM Connecting Customer Experience

Oracle recently conducted research into the shopping needs and expectations of consumers worldwide in an effort to better understand the important of service to the retail experience. The full article can be found at the guardian.co.uk. The main values the study found were; Understanding the value of service Meeting the modern service requirement The store as a differentiator Flexibility and agility of the supply chain Connecting the customer experience Improve Your Customers' Ex... more

Top 10 Ways To Create A Positive Customer Experience

Recently winthecustomer published an excellent post regarding how to create a positive customer experience, backed up with the fact that 68% of customers who left a company do so because they felt undervalued. We’ll summarise the ‘Top 10 Ways to Create a Positive Customer Experience’ below; Communicate with your customers – Before, during, and after the sale Find your customer service niche Show real customer appreciation Focus on resolving problems quickly Make c... more

Manage your compliance with the new Nominet requirements

Heads-up, Nominet technology partners! Nominet's new compliance requirements mean you have increased obligations for dealing with domain issues and renewals Other domain registries have similar requirements CXRM now has an off-the-shelf Nominet configuration which you can use to manage your compliance, reducing administration time and improving customer experience We also offer all the functionality you need from a CRM to streamline your engagements with customers and manage your busin... more

Is It Time To Improve Your Cross Channel Customer Experience?

With 4G starting to roll out across the country, it’s clear that mobile trends of shopping online will continue to rise. With 72% of the UK population owning a smartphone and 50% using them to make purchases currently. This means it will be vital that the customer is met with an excellent mobile customer experience. Any modern business that doesn’t have seamless touch points across channels and devices will lose out to its rivals that do, and judging from the stats above, that loss... more

Customer Experience To Become A Priority #CX

An interesting article published on Forrester Blogs discusses why customer experience will become the number one CIO priority. One of the main points it makes in regards to companies and organisations who have a strong customer experience, is that they have their IT teams working alongside the customer experience team which helps deliver an excellent customer experience. Improve Your Customers' Experience CXRM helps you improve the experience your customers have with your business. Read ... more

"It's Not About Satisfaction, It's About Engagement"

According to a recent Gallup poll, which involved retail banking customers, it was found that ‘banks that only consider customer satisfaction – even extreme “top box” satisfaction – are leaving significant cross-selling and up-selling opportunities on the table”, re-enforcing the point made in our previous article about engaging customers and creating emotional attachments with them. Stats from the Gallup survey showed that; Less than half (45 percent) o... more

Creating An Excellent Customer Experience

A recent article on blogs.sap.com highlights the importance of knowing your customer and their needs when it comes to building an excellent customer experience for them. At CXRM, we provide a platform for you to build upon your customer experience and help provide an excellent and personal service to the consumer. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one a... more

CXRM Provides A Platform To Build Customer Experience #CX + #CRM = #CXRM

CXRM is online software that helps create the time to grow and manage your business relationships [#CRM] by providing a platform to build excellent customer experience [#CX]. With CXRM you’ll be able to share information across your business from one place; helping to avoid running back and forth, sending constant internal emails and calls to one another. With CXRM each user is able to update and share notes and information on anything, making your business' contact with your custom... more

Tools To Improve Your Customer Retention

A recent article at Beyond Philosphy mentions that is is important to keep the customers you have by providing a great customer experience. Many SME businesses need an efficient online business system to manage their clients and records effectively. Allowing them to build a strong relationship with clients and provide excellent customer experience. CXRM has a wide range of tools to help achieve this ; Tools for sharing information, files and folders across your business A best-practice ac... more

Building Your Customer Experience Model With CXRM

With customer experience becoming more and more of a priority across platforms, it’s important businesses have the right model in place to deal with customers. Here at CXRM, we strive to provide a platform that allows you to manage your customers' experience and help provide an excellent and personalised service. CXRM enables your business to manage interactions with customers across the whole life cycle - from acquisition, to service delivery, to customer care and in maintaining on... more

Using CXRM To Provide Excellent Customer Experience

CXRM is an easy to use online software system that makes it easy to track subscriptions, manage your clients and help your business to grow effectively and efficiently. Many SME businesses need an efficient online business system to manage their clients and records effectively. Allowing them to build a strong relationship with clients and provide excellent customer experience. CXRM has a wide range of tools to help achieve this ; Tools for sharing information, files and folders across your ... more

Does your CRM help you improve customer engagement?

Nearly a decade ago, McKinsey wrote the following: "Although companies are investing record amounts of money in ... customer-relationship-management (CRM) technology... only 10 percent of business and IT executives surveyed strongly agreed that business results anticipated from implementing CRM were met or exceeded. What's regularly missing, in our experience, is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people i... more

New articles on customer lifecycle and customer journey

CXRM's software helps you to manage customers across their lifecycles and to ensure that your operations are set up to deliver an optimal customer experience as customers engage with your company. But what is meant by 'customer lifecycle' and 'customer journey'? What is the difference between them? How can you use these best practice models in your business to drive excellent customer service and boost performance? We've just uploaded new content on customer lifecycles... more

How To Maintain Customer Focus As You Grow

It's hard to retain focus on customers as your company grows. At start-up (and at micro-size), the original founder's passion and commitment to go the extra mile for customers tends to design in a terrific customer experience, but with growth, there is a real risk that this original focus is diluted (see the diagram below). As an owner or manager of a smaller business trying to maintain customer focus as you grow, you'll need to be excellent across many disciplines. A useful pl... more

Customer Experience For Small Businesses

Providing a great customer experience should be at the heart of your business. Especially if you want to build customer loyalty and attract new business. For SMEs, customer experience has never been more vital. With having to distinguish themselves from competitors to retain and attract new custom. Providing service excellence should be a key part of your customer experience lifecycle. And it’s your priority to make sure customers are happy with the service they receive. This helps lead... more

Customer-Focused CRM

Most existing CRM solutions are too internally-focused. In contrast, CXRM puts the customer experience at the heart of CRM (and your business!) - our software has been built from the ground up with a focus on aligning customer experience with the ability to deliver it. CXRM's process engine can be used to map a customer's journey to your internal service delivery processes, to enable customer-centric ways of working and put active customer management at the heart of your business. By ... more

Benefits Of CXRM To Your Customer Experience #CX

With one of the main focus points of any business today being an efficient and effective customer experience. It’s important to have the right system in place. CXRM offers many benefits with its online software. In regards to customer experience benefits, you can expect to see; Increased on time delivery Lower level of late orders Shorter lead times Reduced complaints level Increased sales conversion rates This helps lead to customers returning to your business increasing you... more

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