Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. upselling to the most loyal customers) Process changes (e.g. So let’s start!

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Gainsight

MARCH 15, 2022

Sometimes finding out if they’re walking the talk is as easy as asking a leader what their definition of a customer-centric company is and getting them to provide real-world examples of what they’ve done that makes them customer-centric. The Volume of the Customer Voice. Get the Real Story. Aligning on Metrics.

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

ChurnZero

JULY 2, 2020

But you’d need to have a really large Customer Success organization. If you’re not there, I would definitely keep it under the responsibilities of Customer Success. . Q: How do you define your customer journey in terms of systems and processes? It leads into a lot of what Robin’s focused on with communities.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Do you love CEM as much as we do?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

SuiteCX

MARCH 31, 2015

Common definitions and metrics. ©2015 suitecx – Confidential Phases to Develop and Execute a CEM/CJM Governance /Quality Program PLANNING Develop CEM/CJM Program and Implementa-on Roadmap 1.  thru training, support and education. Common data teams. Common HR hiring policies.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40