Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. B2B is much more about long-term relationship quality.

Customer Centricity 40

Customer Centricity B2C B2B System 40

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Create human connections between employee ambassadors and customers.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

Heart of the Customer

APRIL 11, 2019

Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton.

Customer Journeys 60

Customer Journeys B2B Customer Focused Customers 60

SurveySensum

AUGUST 7, 2023

Struggling to make B2B customers happier? – You must not only meet but exceed your customer’s expectations. It’s time to unleash the potential of your B2B customer experience. Know your Customers Have you fallen into the trap of oversimplifying customer needs, focusing only on product quality and price?

B2B 52

B2B Customer Experience Marketing Customer Centricity 52

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Gainsight

NOVEMBER 18, 2019

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. Read the rest of our CX series.

B2B 8

B2B Return on Investment Feedback Customer Success 8

ijgolding

APRIL 21, 2015

I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. 70% of consumers are willing to spend an average of 13% more with companies providing excellent customer service. Redesigning Your Supply Chain with Customers in Mind.

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

ChurnZero

MARCH 3, 2020

SaaStock North America is an actionable conference for growth stage B2B SaaS founders, executives, and investors. dence to own their role in the customer relationship. Customer Success Around the Web. After an awesome first annual in 2019 SaaStock is back in San Francisco this year for an even bigger and better event.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MAY 28, 2021

The main point is to keep promises and empower customers to meet goals. Customer success is a long-term requirement that drives value across operations. Customer success strategies are now made compulsory for improving the customer relationships. The need for customer success in service companies-.

Customer Success 10

Customer Success Company Net Promoter Score Effort Score 10

SmartKarrot

OCTOBER 6, 2022

The account manager should involve the key players from both sides of the customer relationship. The account manager should use this as an opportunity to capture the customer’s voice and demonstrate the value provided to the customer. They are responsible for maintaining healthy relationships between both parties.

Resources 10

Resources Management CRM Sales 10

SmartKarrot

NOVEMBER 2, 2020

These services aim to augment customer satisfaction and net retention. Their customer-centric approach automatically improves the CSM ratio as well. CX by Design helps small to medium SaaS startups to design, create, and imbue effective, customized customer experience. The Successful Customer. The Customer.Co

Consulting 10

Consulting Customer Success Self Service Customer Centricity 10

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JULY 6, 2022

To place the customer at the heart of everything, your role as a new chief customer officer is to ensure that all departments are working for a collective objective. With a united vision of a customer-centric strategy, marketing, sales, customer service, and even developers can benefit.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

ChurnZero

OCTOBER 16, 2020

Their main arguments include: Humans are wired for reciprocity and Customer Success is best suited to make deposits and withdrawals from the “relationship account”. Customer relationships offer the clearest view into the value created by the product. Coordinating account and customer hand offs become problematic.

Sales 98

Sales Customer Success Conference Customers 98

SurveyGizmo

JULY 14, 2020

According to a study by Hannover Research , more than half of B2B customers will pay higher prices for tailored product and services recommendations. Getting to know customers and solving their unique challenges helps sales teams win more opportunities and land larger deals. Let Customers Tell You How They Want to Buy.

Sales 98

Sales CRM Feedback Leadership 98

ClientSuccess

OCTOBER 16, 2017

As any Customer Success Manager (CSM) can attest to, customer success is not merely the work of a single person or even a single department. Ensuring customers see success and thrive with a B2B product takes the work and input of an entire organization, from the CEO down to the last intern.

Culture 41

Culture Customer Success Company Customer Journeys 41

ClearAction

NOVEMBER 18, 2015

It can take years to perfect customer lifetime value calculations; most companies start with cumulative revenue over the expected duration of customer relationship with the company. And the holistic viewpoint afforded to managers of all kinds can certainly catapult service and company-wide customer-focus. People Patterns.

Customer Experience 48

Customer Experience Comparison Customer Experience Management Multi-Channel 48

Retently

FEBRUARY 9, 2024

It provides actionable insights to improve customer service quality and communicates to your customers that you value their opinions and are committed to providing exceptional service. This commitment can strengthen customer relationships and their perception of your brand as one that genuinely cares about their experience.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? She is experienced with companies in the B2B and B2C industry sectors.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40