CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 35

Metrics 2008 NPS Financial 35

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 32

Metrics 2008 NPS Financial 32

ClientSuccess

AUGUST 10, 2022

Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same. Customer success teams rely heavily on KPIs and success identifiers to understand if they provide the right level of support and attention to their customers. Toolkit: Customer Success Metrics Toolkit.

Customer Success 78

Customer Success Metrics NPS Measurement 78

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. The collective struggle of the pandemic has allowed for a greater understanding of vulnerability.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Totango

FEBRUARY 5, 2019

Here are the main reasons for customer churn and how you can address these issues: Slow Onboarding: Customers may become frustrated with your product if there is a significant delay between the promise and the delivery. Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled.

ROI 76

ROI Customer Success Customer Journey Roadmap 76

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. The technology that drives a successful digital-led Customer Success program. How to optimize customer retention with a comprehensive Customer Success tech stack. Why it’s important to have an integration strategy.

Customer Success 98

Customer Success Webinar Communication Interaction 98

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. The technology that drives a successful digital-led Customer Success program. How to optimize customer retention with a comprehensive Customer Success tech stack. Why it’s important to have an integration strategy.

Customer Success 52

Customer Success Webinar Communication Interaction 52