Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Incorporate a mixture of both digital and human touch. . The customer journey is not linear.

Customer Journey 97

Customer Journey Customer Journey Mapping Webinar Customer Success 97

Totango

MARCH 25, 2021

As the world entered “lock-down” this time last year, little did we know we would all be sheltering in place, working digitally, remotely, and locked within the walls of our homes for the remainder of 2020 and beyond. No one knew what the “new normal” meant for the market, industry, businesses, or customers.

Customer Success 62

Customer Success Hospitality Webinar 2020 62

West Monroe

DECEMBER 11, 2022

Traditionally, banks have taken a defensive approach when preparing for an economic downturn: reducing credit risk in underwriting, reevaluating new product offerings and pricing models, and optimizing their workforce and footprint. Convenience and prompt service is the new currency of loyalty, which many digital banks understand.

Banking 52

Banking Marketing 2008 Financial 52

Talkdesk

MARCH 24, 2021

Insurers need to redesign business models to build their own digital transformation success story. Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value. The opportunity to reinvent policyholder service.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53

Interactions

NOVEMBER 21, 2022

With a recession looming, many businesses pause customer experience investments due to uncertainty. . According to McKinsey, digital channels perform similarly or slightly better than traditional channels and are typically more cost effective. For example, our client Vistra reached their payback goals in just 40 days.

Financial 62

Financial Customer Journey Mapping Contact Center Customer Journey 62

West Monroe

JUNE 30, 2022

That’s what Doug Laney covers in his new book, Data Juice: 101 Real-World Stories of Organizations Squeezing Value from Their (and Others’) Data Assets. As an innovation fellow at West Monroe, Laney helps our clients increase their data fluency and design new ways of using their data. Who should read the book?

Books 52

Books Innovation Workshop Social Media 52

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

West Monroe

NOVEMBER 30, 2022

Managing Director in Customer Solutions for West Monroe, Brian brings a strategic, problem-solving approach with broad commercial acumen across multiple industries, and deep functional expertise in Go-to-Market (GTM) execution and sales effectiveness. Can you share some examples where you've helped the client generate meaningful cost savings?

2022 52

2022 Communication 2023 Roadmap 52

West Monroe

MAY 8, 2022

Because you can’t be a digital business without being data-driven, and becoming a digital business is how you compete and win in today’s world. You also need to weave data throughout your entire operating model. Your Operating Model: Moving From Traditional to Digital. How digital businesses use data.

Fashion 52

Fashion Financial 2022 Culture 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. If perceptual or stylistic barriers are holding you back from engaging with investors, reframe your story.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

CSM Magazine

NOVEMBER 23, 2020

Today’s business models aren’t purely transactional anymore. How people feel and talk about your product or service matters a lot, too. With the huge competition in the market, a discouraged client has no reason to stay loyal to a given company. Also, caring about customer satisfaction literally pays off.

Customer Satisfaction 59

Customer Satisfaction Advertising Customers Customer Centricity 59

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Customers who become advocates stimulate enterprise growth and drive value. So, how do you spot your potential advocates?

Webinar 62

Webinar Customer Success B2B NPS 62

Think Customers

OCTOBER 20, 2021

Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022. Customers feel the product and build relationships with the brand.

2022 52

2022 Retail 2026 Omnichannel 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

VDS

JUNE 6, 2023

In today’s digital age, contact centers play a vital role in delivering exceptional customer experiences. As businesses strive to meet evolving customer expectations, adopting a cloud contact center solution has become a strategic imperative. Consider their reputation, experience, customer reviews, and case studies.

Contact Center 52

Contact Center Return on Investment ROI Demo 52

Education Services Group

OCTOBER 27, 2020

TSIA’s conferences are always jam-packed with best-practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Brad Davis, Digital Customer Success Manager. Digital Strategies to Turn Around a Struggling Product Line. The Future of Digital Engagement.

Interaction 52

Interaction Customer Success Events 2025 52

BirdEye

OCTOBER 24, 2023

Online reputation management is a cornerstone for agencies trying to build trust and attract more patients in today’s digital landscape. However, Birdeye’s experience and expertise put clients’ minds at ease. The Birdeye dashboard simplifies managing high-volume clients by surfacing insights. It’s good to be here.

Healthcare 57

Healthcare Hospitality Consulting Retail 57

SurveySparrow

JANUARY 30, 2024

Customer ages, product prices, monthly sales figures, website traffic, etc. These numerical values help businesses and researchers conduct statistical analyses, identify patterns, correlations, and trends, and make predictions based on mathematical models. They provide insights into how customers interact with your platform.

Social Media 52

Social Media Measurement Customer Satisfaction Insights 52

Magellan Solutions

JULY 16, 2021

It’s a term for any technology that’s used to augment, streamline, digitize or disrupt traditional financial services. IT outsourcing like Magellan Solutions can perform the whole range of front- and backend-office support for financial services. . ITTI Digital Back-Office. It was based on the VPN model.

Banking 52

Banking Financial Fashion 2015 52

Clarivate

APRIL 18, 2024

One Medical offers a membership-based virtual and in-person care model. A patient’s provider can request pharmacy consultations in an initiative described as helping patients who would otherwise qualify for home hospital services. RxPass offers more than 50 select prescriptions at no additional cost for $5 per month.

2024 52

2024 Healthcare Retail 2023 52

Totango

JULY 24, 2020

Client expansion is the bird-in-the-hand approach to B2B enterprise growth. The digitization of business has changed the way SaaS and subscription enterprises derive value from their customers and given rise to a mutually beneficial model. Leverage Voice of Customer Feedback. What Is Client Expansion?

B2B 62

B2B Customer Success Customer Centricity Voice of Customer 62

Gainsight

APRIL 12, 2023

There are many stories of legendary exec hires. Mistake #3: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal!

2014 52

2014 Chief Customer Officer Sales 2013 52

Education Services Group

MAY 6, 2021

. #1 Don’t conflate Customer Success with Customer Service. Practitioners of Customer Success will understand the biggest difference here is reactive versus proactive. Customer Service (also known as Customer Support) is reactive in nature – this is who you contact when you have a problem or things go wrong.

Customer Success 92

Customer Success Sales Social Media Reference 92

Gainsight

DECEMBER 20, 2020

And in the world of Business-to-Business (B2B) relationships, we have learned how critical our clients are to making it through ups and downs. Specifically, the Customer Success world learned 10 important lessons in 2020: 1. Customer Success Helps Businesses Survive Through the Pandemic. . Customer Success Is a Unicorn.

2020 69

2020 Customer Success 2021 2012 69

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter?

2024 52

2024 Customer Success Chief Customer Officer 2023 52

C Space

DECEMBER 5, 2019

The traditional agency model has been around for years. With over 15 years’ experience in insight and customer centricity under his belt, his work with Nissan, Tesco and Vodafone led to major changes in how his clients engage their customers, drive strategy, and engage their employees. What do clients want?

Net Promoter Score 52

Net Promoter Score Insights Connections Innovation 52

Oracle

NOVEMBER 5, 2018

Modern Customer Experience 2018 is heading to Europe and will take place in Amsterdam (November 6), Frankfurt (November 13), London (November 14), and Stockholm (November 15) with planned sessions on topics including keeping up with customer demands, expanding your network, the future of customer loyalty, and more.

2018 40

2018 Customer Experience Hotels B2B 40

Quadient

OCTOBER 22, 2021

But the shiny exterior was devalued by cutting corners, unimagined engineering and poor alignment with customer needs. . We’re in the business of customer success, and we’ve proven it decade over decade. . ( The worlds’ leading CCM customer success advocate . Our customer’s success is our success. CCM migration experts.

2021 52

2021 E-support Customer Journey Mapping Social Media 52

Up Your Service

JUNE 16, 2015

Telecommunications companies used to be cash cows: massive, often government-linked monopolies that provided essential connectivity services and reliably churned out cash. The industry is being radically disrupted by services that make use of telco’s connectivity platforms but offer higher perceived value to customers.

Telecommunications 88

Telecommunications Government Entertainment Loyalty 88

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Storyminers

AUGUST 18, 2020

In a previous Story Miners article , we shared insights about this year’s trends in customer experience. Various businesses now have a powerful medium to better understand every aspect related to their customers. The result for end-users – in this case customers – is a faster and better service.

Social Media 59

Social Media Innovation Customer Retention Retail 59

ChurnZero

FEBRUARY 14, 2020

6 Ways to Spread the Customer Love. All of this to say, from the bottom of our hearts, we love our customers; therefore, we promise to never send you chalky candy on Valentine’s Day. Now, read on to discover how to spread love among your customers and receive it in return. Finding Loyalty in a Hopeless Place. Welcome Packages.

Net Promoter Score 64

Net Promoter Score Customer Journey Mapping Webinar B2B 64

Beyond Philosophy

JUNE 23, 2015

A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared on the screens of thousands of wireless phone customers. Not only were the messages not requested, but these customers had to pay to retrieve them.

Wireless 98

Wireless E Commerce Marketing Advertising 98

West Monroe

MARCH 22, 2018

Last fall, I attended Dreamforce with a mission to review the state of CRM in Banking, and thus, immersed myself into all things Financial Services throughout the week. This is a fundamental step that was mentioned in nearly every success story at Dreamforce and is always relevant as we roadmap transformational projects with our clients.

Banking 49

Banking B2C Culture Customer Centricity 49

Grade.us

JUNE 23, 2020

Designing a review management services page is a challenging endeavor for most marketing agencies. Clearly presenting what you do, what your services achieve, and how they solve your prospect’s problems are critical. What do reputation and review management clients want? Reading Time: 9 minutes. Updated 6/23/20.

Management 47

Management Social Media Brands Consulting 47

Call Experts

NOVEMBER 8, 2019

Call Experts helps HR departments adopt a more dynamic model to manage and maintain the needs of their workforce. Centralized self-service tools. Call Experts can centralize HR services and departments by bringing them into one employee service center. How to Provide Personalized Customer Service.

Call Center 45

Call Center Contact Center 2018 Document 45

West Monroe

APRIL 19, 2022

Strategies for helping smaller supply chain partners to embrace digitization wasn’t one of the top five topics ranked (it was slotted eighth), but it consumed a good part of the discussion. The company’s customer buys packaging materials, orchestrates the logistics, and sends the materials. and digital transformation.

2022 52

2022 Leadership Technology Automotive 52