ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Intermediate/Operations focused. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

Customer Bliss

AUGUST 23, 2018

Like many other companies we’ve seen, c2c didn’t have a holistic CX approach, they just had a small reactive team who handled customer relations and problems. 5 Steps to CX Management in the First 3 Months of Your Leadership Role. How did he spend the first 3 months in this position? Recruit deliberately.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Intermediate/Operations focused. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time 2009 Roadmap Call Center 78

Customer Bliss

JULY 26, 2016

In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Renee’s path to customer experience leadership is one I like to highlight because she earned her role through the years by proving her ability to lead and run a successful operation.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap 2012 Customer Centricity 88

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap 2012 Customer Centricity 69

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. We often get asked about what departments are the most important to integrate customer success with. Buy-in and commitment has to start at the senior leadership level.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

ijgolding

APRIL 19, 2017

To be a customer centric business, it is AS important to ALSO focus on what the customer wants; and to measure performance through customer focused metrics (such as customer lifetime value; customer loyalty; customer engagement; customer satisfaction etc.).

Customer Experience 76

Customer Experience Customer Centricity Metrics Financial 76

VDS

JULY 20, 2020

How can you turn your customers into promoters? Define your digital roadmap, including expectations, roles and responsibilities, and timing. A plan could be bulletproof, but without leadership buy-in and an OCM and communication plan to support it, it will struggle to thrive once rolled out.

Contact Center 52

Contact Center 2022 Call Center Roadmap 52

delighted

DECEMBER 14, 2020

A customer experience strategy comprises the plans you put in place to provide positive experiences across each customer touchpoint and the purposeful ways to measure those experiences. Developing a CX strategy roadmap requires you to think long-term. What is your customer experience end goal?

Net Promoter Score 61

Net Promoter Score Customer Experience NPS Metrics 61

SmartKarrot

OCTOBER 12, 2022

Ensure the team understands and presents the product roadmap to Clients, articulating how those investments translate to business value. Collaborate with Implementation team leadership to ensure consistent, successful kickoffs and expedited time to revenue. usage, transaction volume, vendor enrollment, etc.).

Customer Success 19

Customer Success Roadmap Consulting Financial 19

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? This is the same for every project, not just that of adopting a customer-first strategy.

Customer Centricity 77

Customer Centricity Chief Customer Officer Return on Investment Culture 77

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. If you look at our product strategy, 50% of our product roadmap is dedicated to growth.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

West Monroe

NOVEMBER 1, 2022

Companies that have processes in place for efficiently gathering customer feedback at every stage of product development are better equipped to identify trends and act quickly when necessary. Anything that is not contributing to a customer-focused decision-making process, while nice to have, is not essential. Probably not.

2022 52

2022 Loyalty Customer Experience Measurement 52

SmartKarrot

JUNE 18, 2021

Hire, mentor, and train customer success team. Work directly with sales leadership to support customer expansion. Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Review meetings, creating roadmaps and strategy review.

Customer Success 10

Customer Success Roadmap Leadership Customer Satisfaction 10

Customer Bliss

MARCH 24, 2015

It is really important to make sure that the CCO or executive leadership does not do this in a vacuum and then try to “throw the brick over the wall” to the leaders to rubber-stamp. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not. The Question Comes Back to You.

Chief Customer Officer 168

Chief Customer Officer Leadership Roadmap Metrics 168

ClientSuccess

SEPTEMBER 15, 2018

The synergy between the teams must exist to make sure Sales isn’t ‘ overselling their boundaries ’ which happens when sales sells something that isn’t actually in the product, or hasn’t yet been released to the roadmap. Three Reasons Why Marketing Needs a Seat at Your Customer Success Strategy Meetings. Customer-Focused Campaigns.

Customer Success 40

Customer Success Marketing Roadmap Sales 40

SmartKarrot

JULY 6, 2022

Q 3: How does the leadership team in the organization work? A: Consider how well your leadership team and their supervisors recognize the present business challenges and can internalize client needs and propel the outcomes for which you were hired. As you design the customer journey, be sure to align with those insights.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

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

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

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

SmartKarrot

MARCH 4, 2021

The compelling need to empower customers more than ever has led to organisations build and respond with specialists. They are customer-focused, tech-savvy, and most importantly make the right decisions about products. to deliver winning customer outcomes at scale with intelligent customer success software.”

Roadmap 16

Roadmap Customer Success Communication Technology 16

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. This job description should clarify what customer experience excellence is all about.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Amity

JULY 18, 2016

Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Regardless of your tailored definition, there are certain elements and dynamics within Customer Success that are true in all models: 1. Culture & Leadership.

Customer Success 66

Customer Success Metrics E-support Leadership 66

Amity

JULY 18, 2016

Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Regardless of your tailored definition, there are certain elements and dynamics within Customer Success that are true in all models: 1. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Regardless of your tailored definition, there are certain elements and dynamics within Customer Success that are true in all models: 1. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Regardless of your tailored definition, there are certain elements and dynamics within Customer Success that are true in all models: 1. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Regardless of your tailored definition, there are certain elements and dynamics within Customer Success that are true in all models: 1. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

MARCH 19, 2014

Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Regardless of your tailored definition, there are certain elements and dynamics within Customer Success that are true in all models: 1. C ulture & Leadership.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

Customer Alignment

JUNE 28, 2017

In my talks with people who have direct experience of npower, it has been trying to move this wieldy organisation to be more customer focused but efforts are slow when there are so many layers of complexity. Utilities need to shift from being asset focused to customer focused organisations.”

Customer Experience 40

Customer Experience Airlines Innovation 2015 40

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. Empowering Customers By Design. Session Host / Moderator: Su Ahn, VP of Customer Excellence, Farfetch. Product Management at LinkedIn is responsible for the future roadmap.

2017 40

2017 Roadmap Innovation Customers 40

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. Their work is guided by unified customer profiles, at aggregate and individual customer levels.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. This way, you can better understand how the product or service they own is impacting the customer experience.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Gainsight

APRIL 29, 2019

A: In most of the organizations I work with, we do meetings with CS teams where Product will go through the product roadmap to make sure they’re addressing the right things. How can Product teams can orient their product roadmap strategies to drive business outcomes? This gives them a better idea of what parts should be optimized.

2019 14

2019 Roadmap Sales Customer Centricity 14