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SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

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Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining, This Is…

Beyond Philosophy

Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

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John Oechsle: How Do You Spell CRM Evolution? With 4 C’s

Bill Quiseng

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Filed under: Customer Experience , Customer Service.

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A utility’s journey to a more digital customer experience

West Monroe

Utility customers are requesting and expecting that their electric, gas, and water companies will meet them where they are—and that’s on the go: 97% of Americans own a cell phone , up 62% from 2011. It’s clear that utilities need to be able work with their customers in a mobile friendly way.

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The Implications of Big-data Marketing: Bigger Than You Think

West Monroe

Sources: Kosinski et al 2013, Chittaranjan et al 2011, Epp at al 2011. Consumer segmentation was largely limited to characteristics such as age group, relationship category, and gender – categories so broad and vague as to be relatively meaningless. Today’s companies seek to collect as much customer data as possible.

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How to Convert Leads to Paying Customers with these 5 Martech Stacks

Fox Metrics

You can spend a huge amount of money to generate leads through either email marketing, content marketing, events or online campaigns, if these leads are not converted to paying customers, then it would be an effort in futility. Make no mistakes about it, generating leads is by no means a small task. However, converting them is more important.

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Burry Sealants Expands with Mobile Workforce App Roll-out 

CSM Magazine

With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster invoicing. Burry Sealants is a family run business, established in 2011 and based in Devizes in Wiltshire.