GetFeedback
AUGUST 14, 2019
In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left.
CX Journey
JULY 5, 2016
Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements.
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CSM Practice
AUGUST 26, 2019
Paul] I will answer this question by first stating my mission statement: to measure and deliver a return of investment (ROI) to my internal and external business partners. It is amazing how many organizations do not focus on how to change the behavior of their internal groups to help them understand the behavior of their external customers.
Amity
OCTOBER 3, 2016
Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. The result is some fresh perspectives on how CSMs can best address the people, process, technology, and organizational needs of their customers. If they don’t see it, they walk.
Totango
FEBRUARY 5, 2019
Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement.
ChurnZero
MARCH 25, 2022
Ask the tCSM to note the customer’s past successes to set a positive tone for the transfer. For example, the nCSM should be able to pick up right where the tCSM left off and say, “You’ve seen n% ROI and were able to accomplish X in the last two quarters. Customer Success around the web. What’s next for you?
Amity
MAY 6, 2014
Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. The result is some fresh perspectives on how CSMs can best address the people, process, technology, and organizational needs of their customers. If they don’t see it, they walk.
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