Customer Bliss

SEPTEMBER 19, 2017

For those driving B2B technology companies, you will not want to miss her actions, path and how she drove success. As many in our field know and understand, customer experience is just that: the full experience. It moved the CX journey map process outside of just the CX silo. Episode Overview. About Libby. See above.).

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

Eptica

FEBRUARY 27, 2019

Date: Wednesday, February 27, 2019 Author: Pauline Ashenden - Marketing Manager 5 books to help you build trust across the customer journey. Author: Pauline Ashenden - Marketing Manager In the fast moving world of customer experience keeping up to date with the latest thinking and ideas is vital. Published on: February 27, 2019.

Customer Journeys 93

Customer Journeys Loyalty Case Study Social Media 93

ECXO

MAY 11, 2023

This understanding will help you identify gaps and opportunities for improvement and develop a roadmap for transformation. The model is a framework that helps companies evaluate their current state of customer experience management and identify areas for improvement. Where should you do next? Implement the change organisation-wide.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Report 92

Report Trends Customer Success Self Service 92

Customer Bliss

APRIL 4, 2018

This gives you the ability to understand what their agendas might be and how they think about the customer, which will be incredibly useful to your own work and determining business goals you’ll need to meet. Communicate the differences between customer service and experience. Determine Customer Growth, Loss, and Retention.

Chief Customer Officer 131

Chief Customer Officer Customer Journeys B2C Roadmap 131

ChurnZero

APRIL 8, 2020

When it comes to product development, weighing customer ideas and feature requests against your own vision and priorities on the roadmap is always a delicate balancing act. B2B buyers increasingly base their purchase decision on peer recommendations. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

PeopleMetrics

JANUARY 24, 2022

This embodies the 80/20 principle – that a small % of your customers (20%) account for a large proportion of your sales (80%). That 20% consist of high-impact customers. Yes, 80/20 still applies to them, but the total number of customers are so small, it’s worth focusing on every one of them. Fire away those ad hoc surveys!

Trends 90

Trends Self Service B2B Roadmap 90

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Customer Alignment

MARCH 2, 2018

Try and keep this asset to key insights that you uncover and which best reflect a precis of the customer story and keep the detail for the supporting documentation. I would advise against the temptation to begin detailed journey-mapping at this stage. The roadmap process is ongoing and iterative.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Gainsight

NOVEMBER 18, 2019

After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B customer experience effort. Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

CustomerSuccessBox

FEBRUARY 23, 2022

You’ve made the decision to start a Customer Success department at your B2B SaaS company. Isn’t it because you want your customers to get more out of your product? In other words, with a Customer Success strategy. As you gain some experience, optimize your customer success plan. Congratulations!

Customer Success 52

Customer Success Customer Journeys Roadmap Strategy 52

Gainsight

NOVEMBER 13, 2023

Once seen as a support mechanism primarily for B2C enterprises, it’s now recognized as a pivotal strategy for fostering lasting success in B2B businesses and beyond. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey.

Engagement 52

Engagement B2C Roadmap B2B 52

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement. The Ideal Customer Journey. Do employees understand their role in delivering this, even if they don’t consider themselves as “customer-facing?” ” Your Known Customer.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Gainsight

APRIL 12, 2022

While you have been planning and thinking through your improvement roadmap, your team may not yet have the same level of understanding. The outcomes should include a clear customer journey map, defined roles, and responsibilities, all driving us toward the company objective of gaining and retaining customers.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

Customer Bliss

MARCH 1, 2019

He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. We chat through some of the concepts in Thales’ newly released book, Unlocking the Customer Value Chain , which is a roadmap to understanding how and where digital disruption takes place.

Customer Journeys 147

Customer Journeys Consumers Healthcare Case Study 147

Confirmit

APRIL 15, 2019

Ecore’s Voice of the Customer program measures and monitors the customer experience at many stages of the customer journey. It also delivers customer insights that are used by stakeholders all over the business to drive decision-making. Voice of the Customer Webinars. REGISTER HERE. REGISTER HERE.

Customer Journeys 40

Customer Journeys Customer Experience B2C Roadmap 40

Lithium

APRIL 6, 2021

Whether it’s B2C, B2B, or even C2C, everybody wants quick and efficient responses. Brands want their customers to feel like they have their back through every step of the support process, as well as the conversion funnel. Journey Mapping & Actioning Your Feedback: Part 2. Turning your customers into a community.

Customer Journeys 52

Customer Journeys Analytics B2C Roadmap 52

Gainsight

MAY 4, 2023

But a few of us saw the potential for Community in B2B and beyond. With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success. And finally, it’s about the customer experience. It was a pretty narrow use case and a nice-to-have at best.

Self Service 52

Self Service How To Effort Score B2C 52

Confirmit

JULY 10, 2019

He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Confirmit

JULY 10, 2019

He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Confirmit

JUNE 26, 2019

He has been a chief architect for many companies, both B2B and B2C, guiding clients such as AT&T, Sears, Cisco, eBay, PayPal, NCR, CDW, Johnson Controls, Fannie Mae, and Midmark to successfully construct CX Visions including journey mapping, survey design, turning data into action, and maturity assessments and roadmaps.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

SurveySensum

OCTOBER 20, 2023

Improving Purchase Experience: Customers with positive experiences are 140% more likely to spend compared to those with negative ones. It enables you to improve your buying experience by incorporating insights into the customer journey. Imagine you have a B2B tool for project management. Here are the four steps.

Feedback 52

Feedback Social Media Customer Retention Survey 52

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale. Final thoughts on Customer Onboarding at scale!

Strategy 52

Strategy Customer Retention Video Resources 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). The same applies for B2B SaaS companies. You could be dead by then. I’m not joking.

NPS 96

NPS Net Promoter Score Company Feedback 96

ECXO

NOVEMBER 16, 2023

By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises. We need to take a step back for a minute and analyse how all of these solutions address our customer needs. Any technology that makes CX poorer has no place on the roadmap.

Customer Experience 64

Customer Experience Chatbots Self Service Touchpoint 64

Natalie Petouhof

OCTOBER 12, 2016

In addition to customer journey mapping and choosing omnichannel technology, they focus on DPM to ensure websites load quickly and shopping carts don’t get hung up or abandoned, while mitigating lost revenue. . Create strategy and technology roadmap  . Customer references  . Customer success management  .

Customer Journeys 40

Customer Journeys Customer Experience Ecommerce Consulting 40

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Success is a tricky department because it does not yield instant ROI. Focusing on CSAT is key to understanding where you might be lacking in your customer journey.

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Gainsight

OCTOBER 14, 2020

However, the skills needed to ‘level up’ for product managers are a bit more elusive as PMs often receive varying feedback from customers, sales, customer success, engineering, etc. Everyone wants something from PMs, and they are constantly juggling the roadmap for success.

Self Service 52

Self Service Roadmap Video Travel 52

Wootric

DECEMBER 21, 2018

Through CXInsight’s proprietary sentiment analysis and feedback classification , our customers have imported over 300 data sets to analyze 2 million+ customer feedback comments spanning both B2B and B2C ecosystems. We developed an NLP solution that is uniquely powerful.

Analytics 67

Analytics Survey e-support Analysis 67

CustomerSuccessBox

NOVEMBER 16, 2021

Leaving CSMs to fend for themselves against a horde of customers is a bad idea. They also help in aligning teams at important intersections in a customer journey, like handoffs, implementation, etc. Plus repeating tried and tested methods ensures a good customer experience. All that ensures a great customer experience.

Customer Success 52

Customer Success Metrics Customer Journeys Roadmap 52

SmartKarrot

FEBRUARY 25, 2021

Be the coach and leader for the implementation of new and improved CS initiatives across the CS team, including onboarding, adoption, expansion as defined in the customer journey map. Help refine the strategy to grow our B2B arm in Australia and New Zealand. while maintaining high trust levels with the customer.

Customer Success 10

Customer Success Customer Journeys Roadmap Customer Retention 10

Kustomer

APRIL 28, 2022

For example, a SAAS company’s journey might be much more involved than that of a fashion retailer’s. It’s common for leaders to get overwhelmed when faced with the challenges of carving their desired customer journey and recognizing customer pain points along the way. Many leaders see the journey map as a linear process.

Customer Journeys 97

Customer Journeys Management Roadmap Groups 97

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160