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Optimize Your Customer Experience Management Strategy

GetFeedback

So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management?

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Facing Tech Budget Cuts? Get Our CIO’s Secrets to Managing the Madness

Gainsight

Today we find ourselves in a very similar place to The Great Recession in 2008–09 where efficiency is now the focus: How can we do more with less ? And yes, this even includes the digital customer success (CS) tech that CS teams need to efficiently scale their efforts. Instead of “CS drives customer outcomes.”

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DO YOU STILL NEED SALESPEOPLE?

ImprintCX Articles

The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert their advantage. The traditional salesperson role is to navigate the sales process from the manufacturer’s perspective, leveraging knowledge and pricing arbitrage.

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Is the Chief Experience Officer a Worthwhile Addition to the C-Suite?

Retently

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. Their role is to champion the customer’s perspective and advocate for their needs within the company.

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A History of Customer Support Technology

Team Support

1980s-1990s: The Dawn of CRM Software The next two decades saw the adoption of computerized systems for customer support. Companies started using customer relationship management (CRM) software to manage customer information and interactions. This period also saw the adoption of customer support ticketing systems.

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From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Customer Bliss

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Beware of “managing by anecdote” You know how this goes. Think about how you define metrics around customers more. About Brian.

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Expansion Selling Strategies: Tips for SaaS Companies

CSM Practice

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. 3. Changing Customer Priorities.

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