PeopleMetrics

DECEMBER 12, 2017

Typically leveraged by Sales & Marketing teams, CRMs help to centralize the management of leads and improve customer relationships with ultimate objective of driving customer retention and sales growth.

CEM 84

CEM Customer Relationship Management Customer Relationships Customer Experience Management 84

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Competition is great for Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Confirmit

SEPTEMBER 22, 2019

Whether you’re a dedicated Customer Experience practitioner or part of wider CX team, in these pages, you will find advice, top tips and inspiration from 32 winners in over 11 industries across the world. We are proud to share the success stories of such innovative and people-centric teams. in just nine months.

2019 40

2019 Multi-Channel NPS Travel 40

Storyminers

MAY 21, 2020

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 59

Culture Voice of Customer Fashion 2017 59

One Millimeter Mindset

OCTOBER 24, 2018

Sometimes the best customer-focused stories are the ones our organization never pays attention to. These stories may come from the middle of the customer experience scorecard pack. Since there is no drama involved, and we are comfortably on that organizational couch, we do not pay attention to them.

Culture 71

Culture Workshop Leadership Books 71

One Millimeter Mindset

JANUARY 17, 2019

Communication disconnects, above all, have negative impacts on customer retention rates. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. And customer-focused solutions fall short of what they might have been.

Customer Retention 69

Customer Retention Communication Workshop Customers 69

Gainsight

JUNE 9, 2021

The end of this part of the keynote came with a fantastic reveal: a new study is being released today on the subject of retention, and how it affects value, and revenue of publicly traded companies. What an important and exciting justification for the existence of CS—the effect on customer retention and net dollar retention (NDR).

Entertainment 98

Entertainment Customer Success Events ROI 98

CSM Magazine

JUNE 21, 2018

Organizations that fail to recognize the importance of CX are risking flaws that destroy customer loyalty and their futures. Blind Leadership. Unless a company begins at startup with a zealous customer focus, there is practically no chance for improvement without a consulting partner. The Perils of Poor Execution.

Customer Experience 40

Customer Experience Net Promoter Score Airlines Leadership 40

Natalie Petouhof

SEPTEMBER 12, 2017

Digital Transformation and Software can help business generate revenue by: Developing incremental innovation of their products or services from receiving feedback from employees and customers. Co-creating new products with input from customers and employees. Creating a customer-first culture. What does your team need?

Competitive Advantage 56

Competitive Advantage Innovation Culture Technology 56

ijgolding

JULY 7, 2015

They all failed to address what could be described as a ‘burning platform’ – I strongly believe that if they had been proactive in innovating and transforming their businesses, they may well still be the force they once were (although this is very easy to say in hindsight!).

Customer Experience 78

Customer Experience Customer Centricity Customer Focused Definition 78

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Anita Toth. Donna Weber. Emilia D’Anzica.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SurveySensum

SEPTEMBER 5, 2023

These satisfied users aka promoters enthusiastically recommend your software to others, driving customer acquisition for your business. By prioritizing an outstanding customer experience, you not only boost SaaS customer retention but also harness the promotional power of your satisfied users, ultimately growing your business.

Insights 52

Insights Customer Experience Metrics NPS 52

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Storyminers

JULY 29, 2018

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 40

Culture Voice of Customer Fashion 2017 40

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Rick Adams.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

SmartKarrot

NOVEMBER 24, 2021

The era of the customer means that customers are now the priority and the ones helming company growth. This means there is increased importance on how customer relationships are maintained in this era. The subscription economy drives the era of the customer. This will only increase the customer bonding with the company.

Customer Centricity 10

Customer Centricity Multi-Channel Leadership Customer Relationships 10

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Think of a customer journey map as a visual guide of the touchpoints to track, measure, analyze, and improve.

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

SmartKarrot

JUNE 4, 2021

Role: Director of Customer Success Location: Denver Metropolitan Area, US Organization: Terrayn Dispensary Marketing As a Director of Customer Success, you will ensure high-quality value delivery of the marketing services to guarantee customer retention and customer success. Apply here: [link] Role: Sr.

Customer Success 10

Customer Success Net Promoter Score Leadership Insurance 10

Wootric

FEBRUARY 14, 2019

Why we love Melinda: She’s a Customer Experience Strategist with experience in Customer Success Management, Customer Experience Design, Voice of the Customer, and Customer Retention/Loyalty/Advocacy practices. Why we love Rachel: She’s the Director of Customer Experience at Zuora. Rachel English.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Think of a customer journey map as a visual guide of the touchpoints to track, measure, analyze, and improve.

Customer Experience Management 43

Customer Experience Management Definition Customer Experience Management 43

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. 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

SmartKarrot

FEBRUARY 15, 2022

Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services. Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson. Bruce Temkin. Pete Abilla.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Integrity Solutions

SEPTEMBER 28, 2023

In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer focused. WHAT IS EXCELLENT CUSTOMER SERVICE? We know customers expect it, but just what does it look like to deliver exceptional service?

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bill Quiseng. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

ProProfs Chat

DECEMBER 12, 2019

Then get out, go to work and serve the customer! Customer Retention & Customer Service Quotes. Make your products easier to buy than your competition, or you will find your customers buying from them, not you. Customer retention is the only metric that matters. Gene Buckley. Find a remedy.”

Customer Service 80

Customer Service Customer Experience Advertising Customers 80

ClientSuccess

NOVEMBER 22, 2022

Learn How to Align Your Customer Success and Marketing Teams. As marketers, you’re always looking for new and innovative ways to drive value and ROI for your brand. But what if we told you that understanding your customers was the key to success? So how can you ensure that your customer focus drives value for your brand?

Customer Success 69

Customer Success Marketing Social Media Events 69

Clicktools

MAY 30, 2017

These speak to the financial impacts of customer retention, realities of re-purchase, and the ripple effect of loyal customers: Profound Financial Impact: As Esteban Kolsky presented at our C3 conference , it is six to seven times more expensive to attract a new customer than it is to retain an existing one.

Customer Centricity 40

Customer Centricity Customer Retention Financial Customers 40

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Confirmit’s commitment to fostering innovation is nothing new. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Educate partners on how the company is speaking to customers.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

One Millimeter Mindset

FEBRUARY 20, 2019

And, when leadership and management commands and controls, everyone remains safely stuck in place. As a result, customer-focused outcomes are less innovative and nimble in helping customers meet the needs of their own current and future customers. Instead of developing into “far more than.”

Customer Experience 14

Customer Experience Workshop Download Communication 14

Gainsight

APRIL 29, 2019

In enterprise it’s all about sustaining that growth and remaining innovative so you don’t flat line. You can’t be completely responsible for customer retention—that heavily relies on CS. There’s really something to be said about being around 5,000 other customer-focused SaaS professionals.

2019 14

2019 Roadmap Sales Customer Centricity 14

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? This change alone has resulted in a much higher customer retention rate than before.

2016 111

2016 2017 Customer Experience Social Media 111