ClearAction

APRIL 29, 2020

In a related article, CEO’s Guide to Growth through Customer-Centered Management , the following definitions are recommended: Customer Experience is customers’ realities compared to their expectations [in selecting, getting and using a solution toward a capability they seek (i.e. job-to-be-done)]. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own. Put on Your Product Hat.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

Waypoint Group

AUGUST 1, 2018

Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re missing a better opportunity.

Loyalty 56

Loyalty Connections Net Promoter Score E-support 56

Wootric

OCTOBER 1, 2020

Your customers are more than willing to tell you about the bottlenecks in their journey, but you’ll want to be thoughtful in your approach. So, before you start sending out surveys, think through your voice of customer strategy using your journey map as a guide. That’s what this post is all about.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Journey Mapping 52

CX University

OCTOBER 19, 2017

What is the most important aspect of the customer experience? Quality is the main pillar of any product or service — and definitely the main pillar of customer experience. Make sure you hire quality only — and lead with quality delivery and customer experience in mind. This would mean customers (i.e.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Pink Guava

OCTOBER 31, 2018

There is a contribution required with regard to time and effort, man power, logistics and most definitely right intent. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer. There is a reasonable investment kept aside as you do not want this to be an exercise on paper.

Customer Experience 45

Customer Experience Metrics Measurement Definition 45

SurveySparrow

FEBRUARY 22, 2023

A tool definitely worth trying. Canny Canny is a customer feedback and feature request platform to help businesses capture, analyze, prioritize, and track feedback to plan product and feature releases. The solution collects data, automatically organizes it, and provides detailed feedback, as well as competitive feedback analysis.

2023 52

2023 Feedback ROI Customer Satisfaction 52

Wootric

AUGUST 4, 2020

The technical definition of Customer Lifetime Value (CLV) is the revenue earned from a single customer over time. It’s an equation that subtracts the cost to acquire a new customer (CAC) from the total revenue from that customer. Customer Retention Cost (CRC).

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

Waypoint Group

MARCH 20, 2019

Let’s next recognize that Customer Success teams serve 2 different audiences that also need to know if the products and services provided are creating happy and successful customers: Chances are quite good that the true definition of success for Decision Makers and Champions is to get promoted.

Engagement 40

Engagement Customer Engagement Feedback Leadership 40

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

Amity

MARCH 1, 2016

It’s funny, I didn’t really realize the role was Customer Success until the title started being talked about here internally. The Customer Success genre is relatively new and we didn't use that type of language. What do you think is the most powerful part of your Customer Success process?

Customer Success 91

Customer Success Customers 2003 2011 91

SurveySensum

JULY 14, 2020

She is also the Founder & President of Megan Germann Insights & Consulting, helping organizations uncover insights, creating a roadmap for success. . Emilia D’Anzica – Customer Success Evangelist, Author, Speaker, Customer Success Influencer. Galit Lev Ran – VP of Customer Success at Sonarax.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

JANUARY 13, 2023

Companies are gradually finding consensus around the need to create stronger governance around data access and data hygiene (this is still an emerging development in our opinion but definitely something to keep an optimistic eye on). Customer Success forges closer ties to revenue and community.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98