Customer Bliss
OCTOBER 3, 2017
In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. It’s still a lot, but more manageable for the team. He was able to do this. The Pay It Forward Question.
CSM Magazine
MARCH 24, 2022
For retail business, the customer journey extends far beyond the initial sales engagement. Lasting brand loyalty is cultivated from continuous service throughout the lifecycle of any particular product and managing these engagements for quality can be difficult when multiple players are involved. Adhere to changing expectations.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Retently
JULY 28, 2023
A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).
Magellan Solutions
NOVEMBER 7, 2023
They first delegated their technical support in India as early as 2004. Outsourcing to a call center not only helps them with software development and customer service but it assists them in becoming flexible in their operations, especially during product launches and updates where they experience a peak in inbound calls.
ChurnZero
JUNE 2, 2021
Lessons learned over the last year from the Customer Success community. Speakers: Rob Belcher , Managing Director, SaaS Capital. Q: How do you calculate net revenue retention for a usage-based model? A [Rob]: We tend to not underwrite businesses that are heavily usage based because it’s a little more volatile.
Amity
MARCH 26, 2018
For the next 10 years, as the first generation of SaaS products came into the market, the way we managed our customers evolved but came nowhere close to resembling what Customer Success is today. You should have a clear hand-off process when a customer will be better served by Support or Account Management.
Retently
OCTOBER 19, 2018
A short definition of the CCO position describes it as being responsible for managing the business relationship with its customers. The CCO’s influence reaches across call centers, marketing, sales, billing, customer support, and other areas where a customer-centric approach is necessary.
Expert insights. Personalized for you.
125 
Let's personalize your content