CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey B2B Chief Customer Officer 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. ” What role will AI and new technologies play in customer success in 2024?

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Another challenge for customer experience teams is figuring out how to move forward and build momentum after they’ve created their first customer journey map.

Customer Experience 40

Customer Experience Chief Customer Officer Customer Journey Mapping Metrics 40

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Without a customer-centric vision and leadership, CX initiatives are bound to fail.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Maru Group

FEBRUARY 19, 2020

They want access to more energy-saving technology and renewable sources. As the appetite for energy-saving technology grows, utilities will need to expand their suite of solutions. This is largely due to the wealth of information available through digital technology on consumer values, behaviors, and motivations.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

Eptica

MAY 30, 2018

That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. More and more companies are employing senior heads of customer experience, such as Chief Customer Officers – and 50% of these report directly to the CEO.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Horizon CX

DECEMBER 31, 2018

Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Wootric

FEBRUARY 14, 2019

Why we love Guneet: He’s Director of Customer Experience & Advocacy at Docusign where he leads the company’s NPS, customer advocacy, customer labs & customer research. Sharing this data is key to garnering support for change, he says: “There are journey points that need to be addressed.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySparrow

JULY 3, 2021

Buyers want to know who’s behind the products, what the company stands for, and that it sees, hears, and appreciates its customers. 82% of US customers want and seek out brands offering a human touch (PwC). Who’s responsible for customer experiences at your company? And doing so will actually benefit your bottom line.

Brands 59

Brands Customer Experience Travel Social Media 59

Amity

JULY 28, 2014

Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping. . Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Ian Williams

MARCH 19, 2020

I don’t value the service I expect it, it can be instant with technology it can be instant, so therefore it now becomes another rapper, the experience. But in Mexico there is a growth in the middle classes, and and they had something that we didn’t have in the developed countries, they had technology on their side.

Leadership 52

Leadership Consulting Financial Customer Experience 52