Customer Engagement
Insights
Blog
Top CRM Trends For 2020
Customer experience (CX) is still king in 2020. Modern customer relationship management (CRM) must be used as a foundational technology for customer engagement in order to deliver experiences that keep your customers coming back for more. Here are our top five trends for CRM in 2020: Self-service for end-to-end customer journey support increases. More customers […]
Blog
The Three Ways Companies Value Customer Success Programs
What kind (or kinds) of value does your company's customer success program deliver to the business at large?
Blog
The Three Megatrends For Customer Service In 2020
As AI and automation move deeper into customer service, new areas will be impacted including staffing, processes, and culture.
Blog
What Makes A Payments App Successful?
Excellence in digital experience is fast becoming a nonnegotiable expectation that customers have of a brand. The thing about expectations is that once they rise, they become par for the course. Payments apps are no exception! We recently analyzed eight apps from Indian payments providers. We found that with the next-to-zero cost of switching in […]
Blog
Customer Communities Are Buzzing, But Should Your Brand Invest In One?
This year, we’ve seen an uptick in client and industry interest in customer communities. Marketers want to build authentic and lasting relationships with customers who are more and more likely to experiment and less and less likely to trust traditional advertising. The concept of community management isn’t anything new — we’ve been writing about it […]
Blog
How Treating Your Content Like Data Can Help You Deliver Meaningful Interactions
- Content must be treated as data to deliver on the increasing expectations of B2B buyers
- A modular approach to content is key to an organization’s ability to capture and classify valuable insights
- Marketers must be able to respond to customers in real time with content that motivates the next-best action
Blog
Are You Rolling a Boulder Uphill? Make Sure Ops Supports Engagement
- Many organizations have an incomplete picture of their customer journey due to a disconnect between operational functions and customer-facing organizations
- Antiquated operational systems fail to support modern needs for customer-centricity and data-informed customer actions
- Organizations must develop a closed-loop system to connect operational functions and customer engagement, despite the related challenges
Video
Google Makes Moves Into Banking: Should Banks Be Worried?
Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.
Blog
How Much Is CX Actually Worth In Profit For Telecoms?
We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.
Blog
Rev Ops on the Road: Join Us at a City Near You to Learn More About This Key B2B Capability
- Join us in Palo Alto on November 6th, Atlanta on November 12th and Boston on November 14th for our revenue operations roadshows
- Attendees will learn strategies on how to define, integrate and execute revenue operations
- SiriusDecisions’ new survey on revenue operations will identify new insights into how companies are integrating sales, marketing and customer operations
Blog
Predictions 2020: AI Shakes Up Customer Service Workforce And Operations
AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more.
Blog
Consumers Demand Hybrid CX
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
Blog
Predictions 2020: Anxious, Lost Consumers Are Hungry To Connect
In an era of convenience and hyperpersonalized experiences, consumers still feel unfulfilled. Learn how marketers, tech providers, and consumers themselves will attempt to fill the void.
Blog
This Halloween: Avoid Frankenstein Content Planning and Calamities
- B2B content marketers often struggle with the complexities of pulling together strategically effective plans
- Programs demand better audience focus with content personalization, but technology, process and regulatory challenges lurk
- On the occasion of Halloween, here are a few tricks to help unlock the secrets to better content planning
Blog
Revenue Enablement: B2B’s New LBD
- Though sales enablement is making progress via competency-driven support for sales reps, other customer-facing personas receive less formal enablement
- B2B organizations vary widely in their approaches to enabling customer-facing associates, which can significantly affect the consistency of outcomes, scalability and measurement of impact
- In his Summit Europe 2019 session, Peter Ostrow shared how organizations can optimize their revenue engine by using the SiriusDecisions Revenue Enablement Framework
Blog
Enablement Is the New Black
- Organizations frequently think of marketing, sales, service and renewal cycles as independent sets of customer interactions
- Customers are more likely to purchase and renew when their experience is consistent across all interactions with an organization
- Sales enablement is making strong headway via competency-driven support, but other customer-facing personas should receive similar enablement
Video
Customers Don’t Think Bank Experiences Are Improving
Customers aren't impressed by banking experiences. Learn why.
Blog
The Four Types of Messaging Your Audiences Need
- Modern B2B organizations must develop more than just one message or type of message
- To be effective, each piece of messaging must be built with an audience in mind
- Use the right messaging framework to develop messaging that resonates with intended audiences
Video
Financial Service Firms Need To Stop Thinking Like Retailers On Personalization
By thinking like retailers, banks are leaving money on the table.
Blog
Interview With a SiriusStar: Heidi Kovac, CUNA Mutual Group
- The SiriusStars blog series provides an inside look at how select high-performing clients use SiriusDecisions research and analyst inquiry to increase revenue, meet and exceed goals, and transform their organizations
- In this edition, we feature Heidi Kovac, director of sales planning at CUNA Mutual Group
- We sat down with Heidi to discuss establishing a launch strategy and redefining product launch tiers with the customer as the number one focus