Integrity Solutions

APRIL 19, 2024

Not only can personalization help you close more deals faster, it can also help you close larger deals and, ultimately, retain more customers and reduce churn. According to Gartner , customer experience “drives more than two-thirds of customer loyalty” when compared to brand preference or price consideration.

Sales 107

Sales Loyalty White Paper Contact Center 107

inQuba

JANUARY 10, 2019

This Journey Management piece analyses the current status quo of the Customer Experience (CX) Management industry. Journey Management offers a pragmatic approach for large organizations to leapfrog into a new era of orchestrated customer journeys with early and continuous demonstrable value creation.

White Paper 40

White Paper Management Customer Retention Customer Journey 40

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Start with the idea that human interaction is essential to the customer experience and then build a tech touch strategy to support it. Download our Neuroscience and Customer Success white paper. Learn More!

White Paper 51

White Paper Download Customer Success 2015 51

Education Services Group

APRIL 25, 2021

.” That’s what is so great about Customer Success. There are always opportunities to improve and iterate, ways to make your customer experience better, more streamlined. In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

CustomerSuccessBox

JUNE 21, 2022

The customer begins to understand that the onboarding manager will take them through their customer journey. Most often, what happens is that too much of the customer information is not shared or lost during the hand-off process. So you need to understand how you can add value to their customer journey.

White Paper 52

White Paper Customer Retention Webinar Sales 52

Education Services Group

FEBRUARY 1, 2023

And if you’re a good Customer Success leader there’s an even better chance that your workday yesterday, and the day before that, and the day before that, and the day before that… all started with this very important task of starting the day by reviewing how your CSMs have positively impacted your customers’ experience and their chance to renew.

White Paper 52

White Paper Metrics Customer Success Hotels 52

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. As I told them – I will not be staying with them again.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

ProProfs Chat

JULY 13, 2018

Data from Riskified show that return customers account for 1/3rd of all online shopping revenue and they tend to spend 3 times more than one-time shoppers. Yet 44% of companies have no focus on customer retention. Customer retention could generally be traced down to customer satisfaction.

White Paper 63

White Paper Advertising Customer Retention Customers 63

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Those customers tend to make up the top 20 percent of their customer base.

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White Paper Customer Success Engagement Customer Journey Mapping 40

Education Services Group

MAY 25, 2018

However, much of the time we find these organizations and teams operating in silos – ultimately creating a disjointed customer experience. We can hardly fault CS teams for losing their way in a young industry strapped for resources just as much as it is experience. Skipping the development of a customer journey map.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

Education Services Group

OCTOBER 4, 2018

They are (1) onboarding a new customer is complicated and (2) focusing on the wrong things is easy. Are there neglected components within the customer experience? It’s your job to set customer expectations, drive them toward success, and ensure they get value from your product as early and frequently as possible.

White Paper 53

White Paper Download Customer Success Blog 53

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Solvvy

SEPTEMBER 17, 2022

Articles, white papers, and e-books. The key is to create a knowledge base that’s easy for your customers to search and use and that presents information clearly. A Customer Service Knowledge Base is Vital for Good Customer Experiences. For many customers, consistency must be a given.

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Customer Service E-support Article Document 62

SmartKarrot

DECEMBER 2, 2020

Customer Success as a niche is highly competitive and caters to a large volume of masses. Simply put, this calls for affirmative thought leaders that promise exceptional customer experience that garnishes a competitive edge over the rest. Sue Nabeth Moore, Customer Success Leader.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Qualtrics

MARCH 2, 2021

Customer service is fundamental to delivering a great experience. Get our 2021 Customer Experience reading list. The customers that have had a good CX experience are much more likely to recommend the company, forgive the company if it makes a mistake, trust the company and try new offerings.”.

Customer Service 29

Customer Service Social Media White Paper 2021 29

ChurnZero

SEPTEMBER 30, 2021

You just want to make sure you don’t assume that a sales operations person is going to build your enablement playbooks, because they probably don’t know the customer journey. Q: How long does it take to implement a Customer Success Operations role or strategy? It’s a very different function.

Customer Success 52

Customer Success Webinar White Paper Sales 52

SmartKarrot

JUNE 11, 2020

Having done that, you can create e-books, editorials, white papers and blog posts that zero in on about outlining specific issues that your potential prospects are facing at the moment. This can be better understood with many customer journey examples. Let me elucidate this further with another customer journey example.

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White Paper Wireless Demo Fashion 11