ClearAction

JANUARY 12, 2022

“Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Indeed, this declaration is reinforced by the new Principles of Corporate Governance, overhauled by Business Roundtable in August 2019. It’s a never-ending hamster-wheel to entice engagement.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. However, I do recall ending 2019 with a very positive outlook on the year ahead. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals.

Leadership 72

Leadership Customer Experience Consulting Roadmap 72

Quadient

MAY 20, 2022

Avi Greenfield has over 20 years of experience in using technology solutions to build business value, with a focus on customer communications and content strategy and delivery. He joined Quadient in 2019 and leads the portfolio vision and roadmap for Quadient CXM.

Communication 52

Communication Guidelines Roadmap Healthcare 52

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

Quadient

JUNE 22, 2022

The shift to digital-first strategies requires modern customer communications management (CCM) platforms that offer omni-channel design, delivery, and personalization capabilities to deliver the competitive customer experience organizations need. He joined Quadient in 2019 and leads the portfolio vision and roadmap for Quadient CXM.

Omni-Channel 52

Omni-Channel Multi-Channel Communication Roadmap 52

delighted

DECEMBER 7, 2021

Product-led growth (often abbreviated to “PLG”) is a go-to-market strategy that centers the complete product experience as the primary driver of end-user growth throughout all stages of the customer lifecycle. However, it may take some front-loaded effort to revisit your product roadmap to prioritize product-led growth.

Case Study 77

Case Study B2B Self Service Software 77

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. And now, as we all know, customer success is one of the fastest growing software categories. Activity/Engagement Monitoring.

Software 60

Software Customer Success Tools Customer Centricity 60

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success. Be a Conqueror in 2019.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success. Be a Conqueror in 2019.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success. Be a Conqueror in 2019.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

ChurnZero

DECEMBER 6, 2019

Customer Success Managers have a lot on their plate. . CSMs are responsible for the challenging but rewarding task of keeping their customers engaged with their company, quelling any major concerns or issues customers are facing, and helping customers extract the most value from their product. .

eBook 80

eBook Roadmap Customer Success Tips 80

Gainsight

OCTOBER 22, 2018

Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention, and expansion in B2B companies. The software enables digital products to increase trial conversions and accelerate return on product investments to help drive customer retention.

Roadmap 40

Roadmap Analytics Customer Success Financial 40

ChurnZero

JANUARY 10, 2020

In 2019, Yamini was recognized as one of the Most Influential Women in Business by San Francisco Business Times. . 2) James Scott, Vice President of Customer Success, ShootProof . In this position, Chad is responsible for leading the strategy and execution for customer experience and engagement journey with Talkdesk. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

DECEMBER 20, 2019

And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . James Scott , VP of Customer Success, ShootProof .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

West Monroe

MAY 31, 2019

Though bots may not have taken over every transaction and interaction yet – I’ve talked to many clients who are beginning to strategically plan where these technologies fit into their digital roadmaps.

Banking 40

Banking Financial Self Service Chatbots 40

ChurnZero

AUGUST 23, 2019

During the webcast we conducted three audience polls to get a gauge on where attendees were in terms of their Customer Success operations today. We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q&A Recap.

NPS 40

NPS Customer Success Effort Score Sales 40

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. But the market was peaking. Here’s why it’s ending.”

Strategy 52

Strategy e-support Roadmap Customer relationships 52

Strativity

APRIL 27, 2023

To get there, restaurants need to embrace change as a constant and then optimize, roadmap, and even blow some things up in order to respond faster and exceed customer needs. The go-go days Prior to 2019, consumers were experiencing a massive boom in restaurant choice. But the market was peaking. Here’s why it’s ending.”

Roadmap 52

Roadmap Customer relationships Brands e-support 52

SmartKarrot

JUNE 30, 2021

Businesses and product creators need to know how the product works and is adopted by customers. Customer onboarding Training Engagement Product experience. Product adoption is when customers are comfortable with the product and know how to derive value from it. Just ask your customers. How to know where to improve?

Social Media 10

Social Media Roadmap Customer Success Metrics 10

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Currency Alliance

FEBRUARY 26, 2019

In December 2018, we published what we consider will be the Top 10 Trends in loyalty marketing during 2019. We believe these trends will occupy most brands’ efforts during 2019. A loyalty program should be relevant to 80% of customers. Profit is derived from engagement that links directly to incremental sales.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

Gainsight

OCTOBER 5, 2020

From a product development standpoint, customer feedback is vital. Yes, your product roadmap is designed with the company’s future vision in mind, but how do we know which problems we most want to solve unless we truly understand what those problems actually are? . Daniel Boon. Product owner, inSided. “We

Feedback 52

Feedback Roadmap Social Media Tips 52

CSM Magazine

JUNE 12, 2020

A future roadmap must view service with a different lens so that innovation will engender new opportunities in the expanding global marketplace 2. future customer support systems need to temper automated pathways with time-honored traditions of human assistance. References: Bryan, Jordan, Contributor (2019). Buell, Ryan W.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

Martin Hill-Wilson

FEBRUARY 16, 2016

At the very least, they are a transformational opportunity to redefine customer engagement. As you might recall in my preceding article on this topic, I lined up Virtual Assistants with Visual IVR and Interaction Analytics as the most catalytic technologies that contact centres ought to be adding onto their three year roadmap.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

SurveySparrow

MARCH 16, 2019

Top 20 Marketing Agency Partner Programs for 2019. Stencil is simple to use and built for speed, meaning anyone can create beautiful images quickly to double their social media engagement. Sendible can manage your client’s social networks, schedule messages, conduct customer engagement and measure ROI from a single dashboard.

Marketing 75

Marketing Social Media e-support Video 75