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. The five big ways vCSMs will supplement your CS team: Customer journey mapping and opportunity discovery.

White Paper 40

White Paper Customer Success Engagement Customer Journey Mapping 40

Daniel Group

SEPTEMBER 22, 2022

Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it.

Measurement 52

Measurement Management White Paper B2B 52

Education Services Group

MAY 25, 2018

5 PITFALLS TO AVOID WHEN INTEGRATING EDUCATION SERVICES INTO CUSTOMER SUCCESS STRATEGIES. Skipping the development of a customer journey map. Not introducing ES into every stage of the customer journey. Limiting ongoing conversation or not fully engaging with customers.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

delighted

AUGUST 23, 2019

From your internal interviewing, you likely have identified at least some high level areas that need to be improved about your customer experience. For a more detailed view, you can go a step further by creating a customer journey map. Is this about a white paper that they read? Is this about our products?

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

West Monroe

APRIL 18, 2017

Failure to truly consider their customers and their needs. Failure to listen to customers effectively. Evolving too slowly to stay relevant ( see our white paper on agile transformation for some examples). In all of these cases empathy plays a key role – both for the customer AND for the companies and their employees.

Airlines 40

Airlines White Paper Social Media Roadmap 40

Totango

MARCH 16, 2021

B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping. How journeys differ for B2B and B2C customers. How to analyze your customer journey. Basics of Customer Journey Mapping.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. One of her strong facets includes portraying employee experience (EX) as the sole driver behind loyalty, advocacy, and customer retention programs.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Education Services Group

APRIL 25, 2021

In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing. But once you’ve leveled up, it’s critical to ensure your CSMs have a plan of action to follow based on advanced analytical insights, customer segmentation, and customer journey maps.

Customer Success 91

Customer Success Roadmap White Paper Customer Journey Mapping 91

Strativity

APRIL 20, 2018

Journey management is defined as “an active process used to optimize the journey over time as the organization and customers evolve.” It enables an organization to remain on course in its efforts to optimize the journey and the customer experience.

Customer Journey 40

Customer Journey Management Customers Connections 40

Heart of the Customer

AUGUST 30, 2017

Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. Look for this year’s journey […].

White Paper 68

White Paper Customer Journey Mapping Customer Journey Customers 68

Confirmit

MAY 29, 2018

Design : Design your program to deliver both tactical and strategic benefits, mapped to your key business objectives. Listen: Put in place multi-channel data collection to ensure your customers can provide feedback in the way that suits them, driving high response rates and greater insight. When to Collect the Voice of the Customer?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40