Gainsight

JUNE 27, 2023

By incorporating digital touchpoints and key elements of Digital Success into onboarding processes and throughout the customer journey, organisations can achieve operational efficiency and free up Customer Success Managers (CSMs) to focus on more strategic initiatives.

ROI 52

ROI Return on Investment Touchpoint Leadership 52

Customer Bliss

MAY 26, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I’ve been espousing and proving the return on investment in focusing on the customer base for many, many years.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

CSM Practice

FEBRUARY 24, 2020

Customer Financial Metrics. Engagement activity measures the amount of proactive, high-value, customer-centric touchpoints a Customer Success Manager or Customer Success team has with customers over a specified period. It measures the financial position of your business if no new customers are acquired. Customer Health Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Alida

NOVEMBER 8, 2017

In our Q&A below, Kelly discusses how companies can build common goals to achieve customer centricity, when she realized that passion and empathy were equally important for leadership and how business leader Jack Welch inspires her. Early in my career, I worked for a financial services organization in their IT procurement department.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ChurnZero

MARCH 31, 2020

Remember to reevaluate and update product automations that have customer touchpoints (like in-app notifications and email) to ensure they don’t come across as insensitive during times of crises. Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

SmartKarrot

APRIL 21, 2022

The focus of Cisco is now on improving customer experience at every touchpoint. The first thing to do is create an exemplary plan with a visionary leadership that will channelise teams to focus on customers. CFO (Chief Financial Officer) – Accountable for all the financial aspects of the company- managing and responsibility.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

The focus of Cisco is now on improving customer experience at every touchpoint. The first thing to do is create an exemplary plan with a visionary leadership that will channelise teams to focus on customers. CFO (Chief Financial Officer) – Accountable for all the financial aspects of the company- managing and responsibility.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

OCTOBER 26, 2022

Track customer touchpoints and streamline communications using relevant metrics. Customer touchpoints include all direct and indirect customer contacts with your brand. Once you successfully track customer touchpoints, the next step is to streamline communications using relevant metrics. Like what you are reading?

B2B 11

B2B Company Management Touchpoint 11

Experience Matters

APRIL 7, 2015

We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit has once more managed to produce a remarkable new version of Horizons. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SmartKarrot

OCTOBER 12, 2022

The B2B customer experience is affected by various touchpoints throughout the customer account journey. Creating a customer account journey can tell the tale of your customer’s interactions with your brand across all touchpoints. Financial incentives can still be used to boost account expansion.

B2B 10

B2B Customer Journeys How To Net Promoter Score 10

Bold360

DECEMBER 1, 2016

Under his leadership at Dupray , he has managed to expand the brand to 6 countries and to increase website traffic by over 5000%. Often, decisions are financial, and generally short-term. Looking at just one dollar amount won’t always tell you the whole story. Matthew Mercuri. Dupraysteam. Elizabeth Venafro. Christiano Ferraro.

Software 40

Software Customer Experience Company CRM 40