Totango

MAY 23, 2019

When your goal is to grow your customer’s business, upselling becomes a means, not an end. That’s the advantage of working within a customer-centric environment. Your success depends on your customer’s success, so expansion becomes a necessity for both parties. Customer success upsells are critical to your own success.

Customer Success 74

Customer Success Effort Score Customer Centricity How To 74

Bold360

MARCH 29, 2021

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement . A growing number of website redesigns.

Self Service 52

Self Service Call Center Chatbots Customer Relationship Management 52

CCO Council

MAY 13, 2014

Customer executives are regularly challenged to prove the value of their initiatives. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

CSM Magazine

AUGUST 31, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time. The Customer Life Cycle.

Customer Journeys 69

Customer Journeys Net Promoter Score How To Culture 69

CSM Magazine

AUGUST 10, 2017

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. True insight organisations are building market share by taking customers away from un-insightful, non-listening, non-responsive businesses.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Wired and Dangerous

JUNE 26, 2017

It is always important and never more so than in today’s tough economy to make sure customers know unmistakably that you do not take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow? Great customer service is not “rocket surgery!”

Measurement 104

Measurement Fashion Lifetime Customer Communication 104

Oracle

FEBRUARY 23, 2018

Creating a great customer experience (CX) is one of the most effective business objectives you can set for your small or medium-sized business (SMB). Having your customer in mind at all times means that you can focus your attention on what adds value to their lives and what makes the buyer’s journey more seamless.

CRM 87

CRM Chatbots Lifetime Customer Customer Relationship Management 87

Wootric

AUGUST 21, 2018

To that end, here are four technologies reshaping the customer experience as we know it. To put it simply, artificial intelligence is machine learning that uses data to improve operational efficiency and customer engagement. Companies like Ancestry.com are using this technology to improve its product and boost customer loyalty.

Technology 58

Technology Customer Experience Chatbots Retail 58

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.

Customer Journeys 45

Customer Journeys Net Promoter Score Culture Measurement 45

Up Your Service

AUGUST 9, 2018

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? What is a Customer Journey Map? Customer Journey Maps are a visual representation of a customer’s relationship with your people, products, services and brand over time.

Customer Journeys 40

Customer Journeys Net Promoter Score Culture Measurement 40

SmartKarrot

JUNE 27, 2022

Detailed and established ethical standards can help your business significantly increase credibility and reliability amongst existing and potential customers by establishing credibility and trust. Ethical Dilemma Examples In Business That Customer Success Teams Should Avoid: 1. Prioritizing Revenue Over Customer Experiences.

Customer Success 10

Customer Success Advertising Lifetime Customer Study 10

Optimove

NOVEMBER 14, 2019

Optimove has partnered with world-class vendors of marketing, customer communication and operations infrastructure platforms, to provide a true end-to-end solution for highly effective customer marketing. As the B2B division of 888, Dragonfish helps gaming companies optimize the player experience and maximize lifetime customer value.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Ecommerce 40

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

LiveChat

JUNE 8, 2015

A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. Falling in love is the easiest part of any relationship. So it happened.

How To 28

How To Social Media Video Entertainment 28

LiveChat

DECEMBER 9, 2016

A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. Falling in love is the easiest part of any relationship. Customer engagement strategies.

Customer Engagement 28

Customer Engagement Engagement Strategy Social Media 28

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Kristina Evey

JULY 5, 2018

It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. Back in 2015, customer relationships were ranked =THIRD of top challenges for CEOs, stated by AMA in 2016. 80% of businesses believe they provide “superior” customer service.

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kristina Evey

JULY 5, 2018

It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. Back in 2015, customer relationships were ranked =THIRD of top challenges for CEOs, stated by AMA in 2016. 80% of businesses believe they provide “superior” customer service.

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Totango

AUGUST 8, 2019

Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers. He believes customers desire “something better” and that your business needs to provide that kind of continued value. Reduce churn.

Customer Centricity 91

Customer Centricity Customer relationships Metrics Lifetime Customer 91

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 77

Customer Success Customer Experience Lifetime Customer Effort Score 77

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

LiveChat

OCTOBER 5, 2015

The attitude you give out to a customer is the same attitude you will get back. If you love to sell, customers love you back. If you don’t like what you do, customers can see it, and they’re less likely to buy from you. Passion is tangible and customers and your colleagues can feel it when they’re around you. Confidence.

Sales 28

Sales Return on Investment Effort Score Industry 28

NobelBiz

FEBRUARY 21, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

NobelBiz

FEBRUARY 15, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. Customer lifetime value estimates can be complicated due to variations in product type, price, frequency of purchase, and total buy volume.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

Bold360

APRIL 18, 2018

Gone are the days where companies can approach customer experience through a single lens. Each customer is different and what they expect from the companies they do business with can also vary widely. This is where many companies are falling short in this new era of customer experience. So let’s examine that a bit more.

Omni-Channel 51

Omni-Channel Strategy Customer Experience Chatbots 51

Totango

OCTOBER 8, 2019

Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. You need to nurture your customers so that both of you enjoy a recurring yield.

Customer Success 60

Customer Success Strategy Lifetime Customer Software 60

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Five Core Areas of Functional Responsibility.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Leverage Data from Customer Interactions.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40