Team Support

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Retently

JULY 28, 2023

Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO). If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Amity

SEPTEMBER 7, 2016

With 20,000 customers worldwide, HubSpot is the world’s leading inbound marketing and sales platform, transforming the way businesses attract, engage, and delight customers. We sat down with Stephen O’Keefe, Director of Customer Success, to discuss how Customer Success has evolved at HubSpot over the last 7 years.

Customer Success 0

Customer Success Groups Customers Metrics 0

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

InteractionMetrics

JULY 21, 2020

I founded Interaction Metrics in 2004 because I felt like companies weren’t listening. I figured if this was happening to me, it was happening to other customers too. Meanwhile, for Q1, 2020, the American Customer Satisfaction Index shows that across the entire economy, the satisfaction score is 75.4, basically a C grade.

Survey 52

Survey How To NPS System 52

Retently

OCTOBER 19, 2018

A generic response would be that the CCO position got its start the moment major companies began wondering whether or not they should have a supervisor responsible for the overall customer experience. According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98