ClearAction

FEBRUARY 7, 2020

Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders.

Marketing 77

Marketing Customer Experience Brands Leadership 77

Experience Investigators by 360Connext

APRIL 23, 2024

By prioritizing the customer’s perception from pre-purchase to post-purchase stages, organizations are positioned to navigate the complex nature of consumer needs effectively. And they will be rewarded for that focus on the customer! Understanding Customer Experience Management (CEM) Let’s start at the beginning.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. The team designing your CX program should work closely with other departments, such as marketing and operations, to ensure that the CX teams in an organization are aligned and do not operate siloed from one another.

ROI 260

ROI Net Promoter Score Webinar Financial 260

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 120

Chief Customer Officer Customer Experience Customer Centricity Marketing 120

ShepHyken

MAY 13, 2024

In this article, we explain why businesses must understand, calculate, track, and decrease their churn rate to retain customers and grow revenue. My Comment: I enjoy articles on customer service metrics. This article focuses on one metric: churn, an ugly word most marketing and salespeople dislike. Ease of use. Personalization.

Article 73

Article Customer Service 2024 Loyalty Programs 73

West Monroe

APRIL 9, 2023

But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines. Those notions may not adequately address the needs of their recently expanded customer base.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

West Monroe

APRIL 9, 2023

But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines. Those notions may not adequately address the needs of their recently expanded customer base.

Leadership 52

Leadership Customer Centricity Financial Roadmap 52

ChurnZero

APRIL 12, 2022

Definition of a chief customer officer. What is a chief customer officer ? A CCO is an executive in charge of managing the organization’s customer relationships. They often provide unifying leadership to different areas of your business that are involved in customer contact. Chief customer officer job description.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. Hence, the the role of a chief customer officer (CCO) which we define this way.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Kustomer

OCTOBER 21, 2021

Phil is the VP of Audience Intelligence at RPA and he gives us the secrets to successfully curating the customer journey through good marketing and solid customer service. What’s Marketing Got to Do With It? You may be thinking that marketing and CX have nothing to do with one another yet they really do go hand in hand.

Marketing 98

Marketing Customer Service Definition E Commerce 98

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? Customer centricity requires that your go-to-market functions work in sync. – Jeremy Uteza. – Anas Orwani.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Gainsight

DECEMBER 21, 2023

Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. The earlier you bring in Customer Success , the easier it is to tackle those challenges. Here are the highlights.

2023 52

2023 Customer Success Culture Roadmap 52

One Millimeter Mindset

AUGUST 23, 2018

And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Do management and leadership address these factors with you? I offer the following three ways to improve the health of your customer retention scorecard. Customer retention matters when it is time to renew that contract.

Customer Retention 133

Customer Retention Workshop Measurement Sales 133

Experience Investigators by 360Connext

AUGUST 26, 2020

But as anyone who’s been doing this work knows, customer experience requires so much more than great intentions. In practice, customer experience is messy and complicated: It requires leadership, vision, and strategy. Related: To Master Customer Experience Strategy, Master CX Mindset. Confirm your leadership goals.

Net Promoter Score 143

Net Promoter Score Leadership Metrics Definition 143

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. The purpose is to shift to a simple understanding of the overall success achieved when a company earns customer-driven growth.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

Integrity Solutions

SEPTEMBER 30, 2022

While recession fears and speculation continue to bubble up, the economy has been plugging along, and that means your sales could be through the roof right now. When costs eat into revenues and there’s no long-term expectation of things reverting back, it’s time to have that discussion about raising prices with customers.

Sales 56

Sales Leadership Communication Customers 56

West Monroe

APRIL 9, 2023

But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines. Those notions may not adequately address the needs of their recently expanded customer base.

Leadership 40

Leadership Customer Centricity Financial Roadmap 40

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 148

B2B E Commerce B2C E-support 148

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 74

Return on Investment Competitive Advantage ROI Communication 74

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. You’re looking at shortening the sales cycle. You’re looking at reaching new markets.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Lumoa

JUNE 30, 2022

Maybe they don’t get included in product decisions or informed when new marketing campaigns are run. Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. You can make a general case about how a great customer experience drives sales and loyalty.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Marketing Leadership Customers 40

Second to None

JUNE 21, 2018

The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. There are important guidelines for content marketing and the old views should be eliminated. Producing immediate sales from the content is important. Content Marketing Strategies.

Loyalty 61

Loyalty Consumers Marketing Social Media 61

Retently

JULY 28, 2023

It involves ensuring a seamless experience at every touchpoint, aligning various departments to deliver exceptional customer service, and implementing customer-focused strategies to improve satisfaction. Their role is to champion the customer’s perspective and advocate for their needs within the company.

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Kustomer

MARCH 10, 2020

In this episode of Customer Service Secrets , Gabe Larsen is joined by Dan Gingiss to discuss the intersection of marketing and the customer experience. Dan has worked for Fortune 300 companies, including McDonald’s, Discover, and Humana, in marketing and customer service roles. Is this brand funny?

Marketing 52

Marketing Customer Experience Social Media Customers 52

Second to None

APRIL 12, 2018

In order to establish a strong understanding of customer insights, restaurant managers may want to consider investing in a customer database to collect important data, key insights, and trends to better serve and suit their customers for improved business relationships and better business outcomes. Look at the spending habits.

Insights 67

Insights Marketing Social Media Loyalty Programs 67

BirdEye

MAY 15, 2023

When businesses use social media to communicate with their prospective customers and sell directly to them, the sale becomes a product of social selling. It can come across as assertive and intrusive since most people don’t welcome sales-forward interruptions in their life. Why does that happen?

Social Media 97

Social Media B2B Multi-Channel Sales 97

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Integrity Solutions

DECEMBER 19, 2018

Millennials in leadership roles. But with the stakes higher than ever, Forrester Research predicts that companies will have to get pragmatic about their approach to everything from leadership standards and business models to technology strategies and employee and customer experience. Ethical sales practices matter.

2019 76

2019 Leadership Culture Sales 76

Gainsight

MARCH 8, 2022

This is a huge problem because, as we know, customer expansion is a critical part of Net Revenue Retention (NRR). . That’s where Gainsight’s new Customer Success Qualified Leads (CSQL) feature comes in. Drive more value for each opportunity with helpful customer information like Health Score, NPS, ARR, and more.

Insights 98

Insights NPS Events Leadership 98

ChurnZero

OCTOBER 21, 2022

Today’s customers recognize the competition in the subscription market and look for renewal-worthy experiences built upon enduring returns. To deliver on their expectations takes true customer-centricity and a strong customer success team who can do far more than “be there” for your customers.

Customer Centricity 98

Customer Centricity Customer Success Customer Expectations Document 98

West Monroe

NOVEMBER 13, 2022

The revenue cycle—from lead generation, to sales, to retaining and growing existing accounts—can be expensive because the activities that contribute to revenue generation often occur in functional silos, creating more work for everyone. In any customer base, there are some that represent higher future growth and value potential.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

The revenue cycle—from lead generation, to sales, to retaining and growing existing accounts—can be expensive because the activities that contribute to revenue generation often occur in functional silos, creating more work for everyone. In any customer base, there are some that represent higher future growth and value potential.

Management 52

Management Government Sales Measurement 52

West Monroe

NOVEMBER 13, 2022

The revenue cycle—from lead generation, to sales, to retaining and growing existing accounts—can be expensive because the activities that contribute to revenue generation often occur in functional silos, creating more work for everyone. Well-coordinated go-to-market teams, equipped with insight, can deliver more.

Management 52

Management Government Sales Measurement 52

TechSee

FEBRUARY 21, 2022

Practically every business process can be impacted by artificial intelligence, especially repetitive, high-volume, or mainly rule-based processes. Enhance Customer Service. With companies increasingly competing to win customers based on their experiences, it’s no surprise that 59% of executives in the U.S. Boost Staffing.

Innovation 109

Innovation Insurance Telecommunications Automotive 109