The published report from SMG identifies 12 key takeaways that HCOs can use to go beyond CAHPS and incorporate the culture of PX at every level of the organization.
In this guide, we provide actionable tips to implement a successful customer engagement strategy and show you how you can use the Engagement Economy to your advantage!
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?
Email issues that make marketers shudder— and how email testing helps you catch and fix them before you send.
Hear from thought leaders and researchers at Chobani, Uber Eats, and Pinterest, as well as our own research experts on the lessons learned from 2020 so far, and what you need to do to reinvent and rethink your research programs for the new norm.
This research report uncovers how today’s most successful B2B marketers cut through the competition, engage today’s savvy buyer, and accelerate their journey with content.
In order to meet the expectations of advertisers in this digital-first age, news organizations must fine-tune their underlying sales engines – especially as they expand their product portfolios to include events, social media, branded content and more cross-channel offerings. This paper will examine how publishers and media can leverage end-to-end solutions to excel in the modern marketplace
In this guide, Lada Gorlenko, Director of Experience Research at Smartsheet, and Lauren Palmer, Director of UX Research at Google, share their tips on how to enable UX teams to deliver breakthrough experiences at scale.
Here are three of the top trends impacting the retail marketing landscape today, and how marketers can think about crafting their strategies around data and intelligent analysis.
Productivity plays a huge role in the answer to both questions. Your commitment to improving productivity will be key to fixing the glaring problems revealed during turbulent times. In this guide, we share a few simple tips you can apply to your business — right now. We hope this guide can lay the groundwork for your journey toward higher productivity.
Here's How You Turn E-Commerce Data Into New Revenue Opportunities. 15 tactics you can use right away to grow your company …
In this e-book, we share advice from trailblazing sales leaders on the best ways to improve productivity and collaboration. Read on to find out how you can maximize time spent selling and focus on what matters most: connecting with your customers.
Whether you're gauging customer satisfaction or conducting employee engagement surveys, crafting a strong discussion guide is key to company success.
For efficiency-minded eRetailers who want to maximize margins, there are plenty of strategies you can employ now to reduce eCommerce fulfillment center costs – without major capital investments.
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.
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.
Read this white paper to understand the significance of bridging the gap between the sales and service systems. And by doing so how you can take the customer experience to the next level – boosting customer loyalty and revenue growth.
We wrote The Definitive Guide to Customer Data Platforms to help you uncover powerful use cases to help your business, identify the best processes for your team, and highlight how you might structure a CDP team.
5 Principles For Creating Meaningful Customer Experiences Based on Data
How do you ensure the greatest return on your virtual event investments? Read the eBook to learn how Marketers can maximize ROI with an Intelligent Virtual events
Dig deeper into using FormAssembly on your sales or marketing team with our newest eBook: “Web Forms for Sales & Marketing Teams.” In this eBook, we cover plenty of reasons to use FormAssembly to improve sales and marketing efforts, in addition to best practices for creating forms and what to look for in the ideal form solution.
Download our recent eBook, "In Affiliate Marketing, Content is King" to learn how Pepperjam observed significant growth trends for content publishers in …
Be empowered by the loss of third-party cookies when you adopt a first-party data strategy - Click here to read more
This report surveyed 300 marketers in the US across 5 major industries with the goal of developing a better understanding of the current and future state of Customer Data Platforms.
What you will learn from this eBook - How to create a tracker to reflect the real world It’s easy to create a tracker with inherent biases. Learn how to design a tracker that minimizes biases and helps you keep a pulse on market changes. - How to go from brand tracking to action Done right, brand tracking is more than a measure or a metric – it’s a tool of action. See how to build your brand tracker to give you the right data on your priorities. - How to ask the right questions to the right people For a tracker to be effective, you need the right data. Learn best practices of how to ask the right questions to get the right insights.
How is sales operations driving growth during a crisis? We asked thousands of global sales professionals. Read this report for the findings.
We’ve sponsored research by Harvard Business Review Analytic Services to examine how LOB leaders create business value by digitally transforming their processes. Through deep interviews with companies in the midst of driving transformation, this white paper will share these leaders’ secrets of how they created tangible business impacts and helped their companies grow.
Account-Based Marketing (ABM) is more than a campaign or program. To do it well and really make an impact on your business, it requires changes to your organization, your processes, and your technology. Whether you’re a novice or seasoned veteran, this workbook is designed to help you address fundamentals considerations for building and growing your ABM practice.
This eBook is your complete guide to managing competitive intelligence on social. Over the coming sections we’ll look at: • What is competitive intelligence? • Where to look for competitive insights • How to set up your competitive intelligence strategy • What to look for in a monitoring and reporting too
There’s an alphabet soup of terms that have emerged in the customer journey mapping arena. As if the concept of customer journey mapping itself wasn’t confusing enough because people define and execute it differently, the field has evolved with new concepts to ensure that the customer experience is more proactively designed to meet customer needs. But these new concepts are equally confusing. What do they mean? How do they work together? Do they work together? How do they help you help your customers? These are just some of the questions we’ll explore in this book.
Download this 40+ page guide to get your step-by-step instructions for planning and executing perfect, revenue-generating webinars.
It's been a landmark year of changes and operational challenges for the retail industry, and SMG has been closely tracking consumer behavior since COVID-19 was declared a pandemic in March. In this piece we've used research from US + UK consumers to analyze the current environment and discuss what's next for retailers
Download this brief for 5 tests your teams should be applying to CX insights. To really change your business, they should inspire targeted action, provide tactical tools, Identify clear action items, define a tangible goal, and demonstrate ROI
Despite its name, account-based marketing is not only for marketing teams. The sales team is an integral part of ABM success. We’ve put together all the best practices and how-to’s on what it takes to be a world-class sales organization. Learn how to go from a reactive, lead-based model into a proactive, engagement savvy, account-based model.
The Gartner Big Book of Buyer Behavior helps tech and service provider leaders understand how organizations buy, and what they need during buying journeys, so they can design better customer experiences. Watch the video below to learn more. We've identified three common myths of technology buyer behavior to help you adapt your product and marketing strategy to better target your customers.
This whitepaper explains how AI is helping marketers go from reactive to proactive marketing by predicting who is likely to buy, when they are likely to buy and how much they’ll spend on their next purchase. It also covers how to overcome challenges within weeks and impact your next quarter’s revenue
See how embracing data and analytics can help you meet new and urgent challenges. Get the white paper and learn how to answer marketing’s most urgent questions: - Which campaigns are working? - Where should we spend our next dollar? - Is our marketing spend and delivery on pace? - Are the right audiences getting the right message? - Are we creating a great customer experience?
Collecting good, timely data with careful analysis to guide proper business decisions is critical to thriving in business today. With that in mind, we’ve collected a set of key performance indicators (KPIs) that every product company should be monitoring consistently.
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 definitive B2B playbook to grouping accounts for targeted sales and marketing. Provide your revenue team with detailed insight into market segmentation
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.
This guide is for design system makers who want to scale their initiatives in a sustainable way by building a design system community and establishing a company-wide design culture. It’s also for collaborators and key stakeholders outside of the core group who may have heard about design system efforts at their company, and want to learn why (and how) to get involved.
Download Pepperjam’s Guide to Affiliate Marketing and take a dive into the channel’s evolution, key players, facts and statistics as well as how a thoughtfully curated affiliate technology platform can make all the difference when it comes to achieving the best outcomes.
Get the Guide · Create a guiding strategic blueprint that shapes plans · Leverage scenario planning to stay flexible · Build agile marketing plans to the new gold …
What drives business resilience and sales growth during a crisis? We asked thousands of global professionals. Read the State of Sales for the findings.
In this e-book you will find best practices and helpful information on salesperson expectations and how to navigate successful implementation without disrupting your sales teams, why documentation and content libraries are changing the landscape of B2B commerce, how to streamline the purchasing process with efficient search and navigation features and plenty more...
With this guide we'll break down the ecommerce-specific functionality that matters to online DTC brands looking to increase their sales. We’ll explore what matters, why it matters, and the right questions you need to ask when graduating to an email provider built specifically to help your business grow.
In this white paper, we explore seven key strategies that organizations have used to improve their results and show you how to use them to your company’s advantage. Ranging from top-line revenue-oriented actions to regulatory burden management to simple cost-cutting tips, these strategies will help you free up scarce resources, maximize your company’s strengths and grow your profits in 2019. Each strategy is accompanied by a case study that brings the ideas to life.
The essential vocabulary and strategies to effectively communicate with your business partners, plus tools, tips, and frameworks that you can put right to work.
Best Practices for Building Better Dashboards
Understanding food and beverage Understanding food and beverage manufacturing compliance and traceabilitycompliance and traceability
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.
We have an inconvenient idea. The idea that inbound SDRs may not be necessary to driving meetings. Learn more in our guide.
Learn how you can create your design system and help your team improve product quality while reducing design debt.
Thirty-eight million reasons why we believe the world’s leading brands choose Qualtrics for customer experience management.
To understand the current state of customer experience (CX) management, we surveyed 212 large companies with at least $500 million in annual revenues.
Your 9-step guide for keeping product listings as error-free as possible
Meltwater has sponsored research by Harvard Business Review Analytic Services to further examine how brands can capitalize on their social media investments
In this ebook, we share how you can use data to craft a compelling story, deliver key insights, and motivate your audience.
In this guide you'll learn how to grow your contact list, increase engagement and create successful test marketing campaigns
In this eBook you’ll learn how to identify the brand touchpoints that matter most, bring brand expertise back in-house and much more…
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
How your enterprise can significantly speed up time to market, improve quality, and lower the costs of your custom software projects.
Biggest buzzwords in the B2B sales and marketing space in 2020
Find out what ingredients make up the campaigns that will create joyful customer experiences
Your buyers don't want to be treated like MQLs. Here's how conversations are transforming the marketing funnel as we know it (and what you can do about it).
The dramatic shift to online research in 2020-21, and particularly the use of artificial intelligence, has already fueled a substantial change in the industry. So what does that mean for the future of market research, and how should researchers continue to adapt?
How can you tell if the time is right for your software business to launch a partner network program?
Nine of the most exciting trends developing in the world of marketing in 2019.
Key statistics and trends from industry reports and surveys to help you deal with the changes in digital and ecommerce.
The next decade will require a pivotal transformation from traditional customer experience (CX) metrics to modern experience management (XM) programs.
Download this ebook to guide you through choosing the right ABM vendor for your B2B Marketing and Sales team
In this eBook, we share four key steps for building and executing an effective CX ROI strategy, and explore the sometimes-obscure value proposition of CX intelligence. In this eBook, we share four key steps for building and executing an effective CX ROI strategy, and explore the sometimes-obscure value proposition of CX intelligence
Learn what it takes to build a modern, best-in-class ABM program
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?
A summary of the decisive moments that play the biggest role in the success of cross-platform onboarding.
An annual benchmark study exploring best practices in Account-Based Marketing.
A review of the current state of the mobile market, what to expect in 2019, and how to most effectively and efficiently drive app acquisition, engagement, retention, advocacy, and accurate attribution.
Better understand how your email analytics capabilities stack up against your peers’ and where you have email performance visibility gaps
What is conjoint analysis, how does it work, when, and why to use it?
Find out how an Intelligent Virtual Assistant can help the sales functions within your business.
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?
Upwork teamed up with inbound marketing leader HubSpot to create this eBook which provides a 2-Step plan to help any organization achieve their marketing goals
Download the report to get insights on how to effectively use video for onboarding, training, internal communications, and knowledge sharing.
What is influencer marketing and how can it level up your marketing strategy? Find out all you need to know with our the ultimate guide for 2021.
This eBook is split into two sections: How you can get usefulinformation from social data to help your business, and how you can use social to communicate effectively with all of your stakeholders.
Get an inside look at the top growth priorities for marketers, barriers they face, and the data-driven future for today’s marketing leaders in the first edition of our “Marketing Intelligence” report.
A free tipsheet by aiim, providing insight into why the SaaS revolution needs a unified content strategy and more...
Salesforce partnered with Advertiser Perceptions and surveyed over 150 U.S. marketers to understand the evolving meaning of growth and its role as a key objective and mandate for marketers…
Learn to amplify your lead generation efforts, track elusive leads and identify your audience. and work with your sales teams to capture and recognize different types of leads
Insights and trends from over 2,900 sales professionals worldwide
The published report from SMG identifies 12 key takeaways that HCOs can use to go beyond CAHPS and incorporate the culture of PX at every level of the organization.
Optimize ratings + reviews to build stronger customer relationships & gain insight on market position and increasing SEO to drive traffic.
20 Forces Shaping the Online Shopping Industry 2020. Download the whitepaper for helpful insights into the continuing forces of change...
De que forma as empresas de telecomunicações poderão otimizar as suas operações de serviço de campo para manter o ritmo?