Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

B2B 40

B2B Report Chief Customer Officer Analytics 40

CSM Magazine

JUNE 24, 2022

Especially if those other people are customers and you are a seller or service provider. Since it’s not OK to grab your customer by the sleeve and demand them to tell all, we are lucky to have a methodology called customer journey mapping. Customer experience is directly based on the emotional part of it.

Customer Journeys 52

Customer Journeys Culture Interaction Customers 52

Kitewheel

JUNE 15, 2020

How do you earn and maintain commanding positions in the Forrester Wave for Journey Orchestration Platforms? According to Forrester, what are the key factors behind customer journey orchestration success? How did Kitewheel earn a place as a leading customer journey orchestration software?

Customer Journeys 52

Customer Journeys Software Effort Score Trends 52

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important? It is not based on guessing or doubts.

Customer Success 52

Customer Success Customer Journeys Roadmap Customers 52

Totango

APRIL 6, 2018

This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. Watch three VPs of CS being interviewed on the journey their respective organizations took to accelerate the impact of Customer Success with measurable results. Watch Video.

Customer Success 54

Customer Success Hotels Conference Video 54

Totango

APRIL 6, 2018

This year’s Customer Success Summit was a huge success! We enjoyed learning from our speakers and attendees about Customer Success in practice. Watch three VPs of CS being interviewed on the journey their respective organizations took to accelerate the impact of Customer Success with measurable results. Watch Video.

Customer Success 48

Customer Success Hotels Conference Video 48

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Net Promoter Score Metrics Strategy 98

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Customer satisfaction measures the overall satisfaction the customer has with the business. How companies measure customer satisfaction. Here are the most common ways companies can measure customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

AWS Machine Learning

NOVEMBER 3, 2023

Once the shot speeds have undergone their calculations, the next phase in our data journey is the distribution. Summary In this blog post, we’re excited to introduce the all-new Bundesliga Match Facts: Shot Speed, a metric that allows us to quantify and objectively compare the velocity of shots taken by different Bundesliga players.

Sports 93

Sports Measurement Metrics Data 93

Calabrio

JUNE 30, 2016

it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer. Every day businesses collect an enormous amount of data from their customers from various channels – including the contact center – with technologies such as Calabrio ONE.

Trends 100

Trends Industry Contact Center Analytics 100

CustomerSuccessBox

DECEMBER 7, 2021

In an ideal world, it would be amazing to see every customer getting one-to-one attention from your customer success managers. It means it’s time for your business to adopt a digital-led Customer Success model! Customers who don’t subscribe or pay enough to have a dedicated CSM can be brought under the umbrella of a digital CSM.

Customer Success 52

Customer Success Management Resources Customers 52

CustomerSuccessBox

OCTOBER 26, 2021

The Customer Success Operations (CS Ops) role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. Since CS is maturing as a specialty, roles (specifically) like Customer Success Operations (CS Ops) are gaining upper hand. Helps in CS Enablement.

Customer Success 52

Customer Success Analytics System Customers 52

Peter Lavers

OCTOBER 19, 2017

Segmentation is well established in Marketing and CRM as a way to systematically subdivide a market or a customer base into discrete groups that have different needs or require distinct treatments. Market vs. Customer Segmentation. Firstly, I’d like to briefly draw a distinction between Market and Customer Segmentation.

Net Promoter Score 69

Net Promoter Score NPS Analytics CRM 69

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. Google takes data privacy, security and responsible AI very seriously in its products.

Brands 109

Brands Data Technology Consumers 109

Maru/HUB

FEBRUARY 19, 2018

In 2013, Walker Information published the results of a study about the emerging importance of customer experience for B2B companies. Customers 2020: The Future of B-to-B Customer Experience focused on how B2B companies should be preparing to meet changing customer expectations. The evidence is clear.

Customer Experience 40

Customer Experience B2B Customer Experience Professionals Touchpoint 40

Avaya

JUNE 26, 2019

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. If a customer decides to escalate the interaction, an agent will be prepared with all context of the conversation including communication and transaction history.

Contact Center 63

Contact Center Self Service Banking Policies 63

Optimove

JULY 30, 2020

This post will show you why this shift will only break your customers’ hearts and what you need instead. Last year, a survey by research firm Gartner found that 66% of marketers indicate that event-triggered multichannel marketing is their primary approach for delivering marketing messages to customers and prospects.

Data 95

Data Marketing Ecommerce System 95

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Account health KPIs- Product adoption, customer usage, etc. The metric can be further measured at various stages in the customer journey like-. You’re unable to onboard customers perfectly due to some broken links.

Customer Success 59

Customer Success Metrics Measurement Tools 59

Avaya

JUNE 1, 2018

If you were managing a large team of contact centre agents, how long would it take you to cut a few seconds from the average handle time or average time customers wait in your IVR queue? While your organisation’s contact centre is no longer the sole owner of customer engagement, by no means are contact centre metrics any less important.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

North Highland

FEBRUARY 21, 2019

But it is exactly this lack of familiarity with the process, that means the responsibility lies with financial services organisations to do the right thing by their customers and provide executors with the help and support they need during this period. In customer experience we often talk about ‘moments that matter’ in a customer’s journey.

Financial 49

Financial Customer Centricity Policies Loyalty 49

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Loyalty 52

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 52

Customer Success Net Promoter Score Metrics Strategy 52

CX Journey

JANUARY 17, 2018

This post was originally published on his blog on October 2, 2017. By this stage you may be thinking this could be a never-ending journey. To prioritize the stakeholders identified in Step 1, you need to assess each one against two dimensions: How much influence do they have? Do you have a stakeholder map?

Effort Score 127

Effort Score Exercises Analytics Groups 127

Avaya

FEBRUARY 13, 2018

If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late. Avaya recently announced Avaya Ava ™, our cloud AI solution that supports your customers who use social media, chat and messaging channels to engage with you.

Contact Center 67

Contact Center Customer Engagement Chatbots Engagement 67

West Monroe

MARCH 22, 2018

Banks are still addressing the same overall types of challenges: building modern platforms to use the data in their legacy systems and building a culture of digital customer-centricity. Leaders who realized that their organization was on a bank-wide culture journey commonly cited that realization as key to their success.

Banking 49

Banking CRM B2C Culture 49

NobelBiz

JUNE 19, 2023

As businesses, we need to harness this culture of immediate responses to elevate customer service levels. From monitoring agent performance and customer interactions to identifying emerging trends and addressing issues proactively, real-time monitoring is a game-changer. What is Real-Time Monitoring?

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

Beyond Philosophy

SEPTEMBER 8, 2015

Well, you need to ask them…but I suppose it’s because I have always been trying to push the Thought Leadership of my topic, Customer Experience. I think it’s important that people see more than one dimension of you and that you are a real person. I also hope these tips help each of you in your Content Marketing journey.

Tips 60

Tips Social Media Hotels Consulting 60

CSM Magazine

JUNE 8, 2020

Out of all the things that can decrease the number of sales a business makes, customer churn is the biggest issue many companies struggle with. There are many reasons for customer churn, but a very small number of companies consider the improper use of big data to be an issue that can cause customer churn. Use an ETL software.

Sales 52

Sales Leadership Software Fashion 52

Optimove

JANUARY 27, 2022

I believe the level of integration across the different systems we have really opened the door to another dimension where we have pushed the whole marketing hub to a new level.” He’s got his team and the customer, both top of mind at all times.” He ensures every campaign from our team is clean and error-free.

CRM 52

CRM Marketing Omni-Channel Multi-Channel 52

Optimove

JANUARY 23, 2020

We collaborated with several handpicked internal stakeholders from R&D, Customer Success, and Marketing, along with selected few strategic clients, to compress weeks’ worth of work into 5 (and a half) days. Todd Lombardo, Richard Banfield, and Trace Wax.”. In other words, it’s a kind of a Product team’s Hackathon.

Exercises 59

Exercises Course Feedback Interaction 59

Gainsight

JUNE 28, 2021

A key part of this strategy is to build and use customer health scores, a functionality Gainsight created in its own customer success platform for all its customers. While scoring based on product adoption is used by many companies, that alone is not enough to get a holistic health of your customers.

Effort Score 59

Effort Score Measurement Tips ROI 59

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Voice of Customer 236

Voice of Customer Analytics Social Media How To 236

Smith+co CX

JANUARY 9, 2017

In the research we did for our most recent book ‘On Purpose, delivering a branded customer experience people love’ we found that whilst many people subscribe to Simon Sinek’s plea to ‘Start with Why’ few brands understand HOW to operationalise this. So HOW do these brands do it?

Airlines 28

Airlines Banking Culture Brands 28

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Optimove

JANUARY 27, 2022

I believe the level of integration across the different systems we have really opened the door to another dimension where we have pushed the whole marketing hub to a new level.” He’s got his team and the customer, both top of mind at all times.” He ensures every campaign from our team is clean and error-free.

CRM 40

CRM Marketing Omni-Channel Multi-Channel 40

customer sure

DECEMBER 3, 2014

Ever connected with a company you’re a customer of because of what they do? I’m so thrilled that our new blogging direction provides the fantastic opportunity to speak with some incredibly successful, young e-commerce companies. They saw that these meant more to their customers than regular friendship bracelets do.

How To 129

How To Retail e-support Sports 129