CustomerSuccessBox

DECEMBER 7, 2021

In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. However, in the real world, both time and resources do not permit this level of interaction. It means it’s time for your business to adopt a digital-led Customer Success model!

Customer Success 52

Customer Success Management Resources Customers 52

Gainsight

APRIL 17, 2019

It turns out that where you got your MBA isn’t a predictor of your success as a CEO. You can read all about the lack of correlation in this fascinating data analysis from Institutional Investor—I recommend it. Business is a team game; it’s not about one person. Actually, neither is your past performance!

B2C 79

B2C Software Roadmap Meeting 79

Qualtrics

MARCH 19, 2020

Given the spread of Coronavirus and the downturn in the economy, every organization needs to rethink how it operates. To support your organization in navigating these changing times, you will need to adjust your XM efforts. The ideal pace of feedback is defined by an organization's capacity to act on what it finds.

Airlines 56

Airlines Metrics Effort Score Survey 56

West Monroe

MARCH 18, 2019

Many employers are beginning to rethink traditional hiring channels and archetypes as well. This perception needs to change, and it starts with elevating the manufacturing employee experience. Create and develop predictive analytics, BI, and data science capabilities at the operational technology level.

Employee Engagement 73

Employee Engagement Transportation Employee Experience Healthcare 73

CSM Practice

SEPTEMBER 25, 2020

08:27 – Irit’s survey about Pipeline Conversion and Subscriptions Model revenue impact. 11:50 – Reasons why companies are getting many-fold benefiting growth. 13:20 – Nick shares his blog post about the four-step playbook for reopening with your customers. The Interview: . 08:10 – 2 things that companies are looking for.

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Sales 71

CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. However, most business leaders agree that the subscription model is inherently better suited to growth and profitability than the traditional way of selling services. 1. Fewer New Prospects.

Company 71

Company Strategy Tips Customer Success 71

ChurnZero

OCTOBER 15, 2021

You may be familiar with this passage from Ernest Hemingway’s The Sun Also Rises, which in just three words sums up an intense effect we all feel at times. At least, that’s how it seems when small actions compound over time and culminate in a sudden shift. Customer Success flexes its authority. It was like a checkbox.

Customer Success 97

Customer Success Metrics Customers Trends 97

Natalie Petouhof

JUNE 1, 2022

As we started collaborating, our inquiry began with examining why customer and employee experience hasn’t really changed despite all the proclamations about its importance. It is a required strategic mindset shift. Without it, as Einstein said, “You’ll end up doing the same things and expecting different results.” (FUN

Employee Experience 52

Employee Experience Industry Leadership Competitive Advantage 52

datastax

APRIL 4, 2019

Why are so many companies deploying hybrid cloud strategies, and so quickly? It’s all about the unique benefits that hybrid cloud offers. For example, if you’ll be utilizing any public cloud services, you must be certain that the services are capable of the safekeeping of sensitive data, and certified for same.

How To 40

How To eBook Healthcare Strategy 40

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. The platform preserves knowledge and makes it searchable so that employees can access and use it whenever they need it.

Customer Success 40

Customer Success Self Service Effort Score Customers 40

Oracle

DECEMBER 17, 2020

I highly recommend this post by Daniel Foppen on the Oracle CX blog which explores the ways this city takes tremendous pride in ensuring the best possible experience for its constituents. Open data interfaces. What I really love about this experience, however, is why it’s happening. Smart sensors.

Government 52

Government Banking e-support Technology 52

datastax

SEPTEMBER 25, 2018

A few weeks ago I had the pleasure to speak at Distributed Data Summit in San Francisco—a conference exploring the latest developments in Apache Cassandra and other distributed databases. It was a fun and informative event. In case you couldn’t make it, here is a summary of my talk, titled “Five Lessons in Distributed Databases.”

eBook 40

eBook Innovation Conference Advertising 40

SmartKarrot

MARCH 25, 2022

While we have been hearing a lot about product-led in recent times, it would be untrue to say that the concept is entirely true. It has been iterated time and again that PLG (product-led growth) may not be for everyone. However, the majority of SaaS companies that have adopted the approach have reaped benefits from it.

Self Service 10

Self Service Tips Sales Customer Success 10

Storyminers

JULY 6, 2020

In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

In the age of the internet, it is difficult to keep tabs on which thought leaders are the real deal, and which ones are not. That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. Thought leaders come in all shapes and sizes.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Wootric CX Blog

AUGUST 11, 2020

However, determining this metric requires time and data analysis. A scorecard is reviewed on a weekly meeting and the owner is responsible for filling out the metric number and determining if the metric is meeting its goals or not. This primarily depends on the customer acquisition model and the related customer journey.

Metrics 111

Metrics Net Promoter Score Effort Score Touchpoint 111

BirdEye

MARCH 17, 2023

If a business owner is overwhelmed by daily operations, it can hinder growth and efficient management of multiple locations. Benefits of a small business consultant Why must anyone hire a small business consultant? It is important to know the benefits small business consultants bring to the table before making a decision.

Consulting 98

Consulting Social Media Financial Strategy 98

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. .

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

inmoment

MARCH 9, 2020

I now ask myself a question that would have been unimaginable in my youth: “Why isn’t my car seat getting smarter each time I drive my car?”. The financial sector was an early adopter when it started replacing tellers with ATMs. It’s not just financial services. Let’s turn to the next topic: business model transformation.

Customer Experience 52

Customer Experience Self Service Hotels Leadership 52

ClearAction

OCTOBER 1, 2018

Here’s why: CXM Status Quo. A loud warning siren can be heard in study after study showing customers’ and managers’ perceptions to be static over time and lower than desired overall. Why would we not see more companies in the upper echelons of CXM maturity? ” 5. . Faulty CXM Trajectory.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

GlowTouch

JULY 6, 2021

The past cannot be changed, but it can provide a road map for the future, and medical professionals want to create a more resilient system for handling the unexpected. One benefit of difficult times is that they expose weaknesses and inspire innovation. Like many other industries, health care faces a re-examination of its supply chain.

Healthcare 52

Healthcare Trends Industry Hospitality 52

Thematic

NOVEMBER 13, 2018

In this blog, we’ll discuss how to u nderstand your Voice of Customer (VOC) insights and why this is important. Then, h ow do you use VOC data to drive change in your organization? But how do you do it well? And in two years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.”.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101