Remove 2004 Remove Customer relationships Remove Feedback Remove Management
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ROI and the Secure Customer Index (SCI)

Horizon CX

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. In 2004, D. The analogy of pushing wet spaghetti up a hill was often raised.

ROI 130
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Inside Customer Success: HubSpot

Amity

When I first joined the company, we had about a hundred or so employees and around a thousand customers. There were 4 Customer Success Managers at the time. How did you get started in Customer Success and what was your path into your current role? At the same time, there’s also the reactive stuff you manage.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

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Customer Experience Is Either Everybody’s Business, or Nobody’s Business

CX University

“What customer experience needs to entail is a radical decentralization of authority, which allows change to happen precisely where it needs to occur.”. The implications of this simple idea of putting what customers want first might be larger than you realize. Things have changed, big-time. Layer 2: Internal Stakeholders.

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10 Leaders Share Their Customer Success Career Paths

Amity

We asked 10 Customer Success Leaders who’ve built and managed thriving Customer Success organizations “ How did you get started in Customer Success, and what led you to your current role? I got started in this industry back in 2004, shortly after I graduated from college.

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Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships.

NPS 89