ClearAction

MARCH 23, 2015

Customer experience governance is essential to ongoing success, especially in terms of enduring CX ROI (return on investment). Voice of the Customer: Do This, Not That. Customer Journey Mapping: Do This, Not That. B2B Customer Experience: Do This, Not That.

Government 48

Government Customer Experience Customer Journeys ROI 48

ClearAction

FEBRUARY 14, 2015

If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers? Why do we make it hard for customers to do business with us, and even harder for suppliers to do business with us? What happens with customer-centric supplier management?

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. VP of Client Experience & Transformation - ADP. Brandon Hickie.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

JUNE 11, 2021

You will also learn customer profiling and all about customer success gaps. Certified Customer Experience Professional (CCXP) program by CXPA. A certified customer experience professional CCXP program is one that offers professional recognition to individuals with deep knowledge of customer experience.

Customer Success 22

Customer Success Course Training Customers 22

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeanne Bliss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Annette Franz. Jeanne Bliss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 173

Trends Customer Experience Self Service ROI 173

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Melinda Gonzalez.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ClearAction

OCTOBER 1, 2018

Likely, the promise of CXM ROI has been alluring to executives who have asked for quick wins and near-term gains. Apply customer lifetime value to customer intelligence and you’ll prioritize, motivate and sustain internal engagement in improvement and innovation efforts that your whole customer base will reward.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Kustomer

DECEMBER 31, 2020

It’s always fun to talk to people like yourself who have a plethora of experiences. So I’ve been a customer experience professional for 20 years. We’ve got to get a little better on ROI focus. I’ve used it in multiple business models, B2B, B2C. Annette Pedroza: (00:41). Absolutely.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Customer Guru

MARCH 7, 2018

Coming from the diverse experience that you have, what are the key differences in customer expectations between B2C and B2B? There is this perception that B2B and B2C are different, but the customer actually expects the same thing in both. It is exactly the same thing in the B2B industry.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. Peter Lavers Customer Experience and CRM Expert. blog linkedin twitter Why? blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it’s an incomplete journey map until you’ve discovered those aspects of the customer’s experience. This is the first article of a series: Journey Mapping: Focus on the Customers’ Experience.

Customer Journeys 77

Customer Journeys Customer Experience Customers ROI 77

ClearAction

FEBRUARY 23, 2015

Acknowledge that there are a lot of things behind-the-scenes that customers think about and consult, and it's an incomplete journey map until you've discovered those aspects of the customer's experience. For B2B in particular, find out who cares about what and why for each step of the customer experience journey.

Customer Journeys 48

Customer Journeys Customer Experience ROI Customers 48

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90