BlueOcean

OCTOBER 6, 2020

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? Here are a few questions to think about.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Alida

JUNE 15, 2017

Tune into the C-suite, and you’ll hear different beliefs and drivers for being customer-centric: It’s about our moral obligation to treat customers as we want to be treated. It’s about loyalty economics: we can reduce churn and improve lifetime customer value.

Customer Experience 157

Customer Experience Lifetime Customer Customer Centricity Leadership 157

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Krista Glantschnig.

2018 77

2018 Customer Success 2011 Lifetime Customer 77

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Krista Glantschnig.

2018 48

2018 Customer Success 2011 Lifetime Customer 48

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

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

JANUARY 5, 2021

Rick has authored the book named “ Practical Customer Success Management: A best practice framework for managers and professionals ” which is an amazing collection of practical advice and assistance for Customer Success professionals at all levels. Peter Armaly. James Scott. as a Coach and Advisor respectively. Nils Vinje.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21