ChurnZero

FEBRUARY 23, 2023

To get to the essence of what customer lifecycle management (CLM) means, let’s first break the term down into parts: the customer lifecycle—and—management. The customer lifecycle is straightforward. Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Pointillist

MAY 19, 2020

CJXM20 #journeymgmt Click To Tweet High Performers are More Effective at Connecting Customer Behavior Data Across Channels Almost half (49.7%) of underperformers cannot access data or say that it is siloed within channels. Top performers are much more likely to connect behavioral data across three or more channels.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

inmoment

MAY 14, 2020

In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” While there are several approaches a health insurance company could leverage to identify owners, we often recommend using the RACI framework (Responsible, Accountable, Consulted and Informed).

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. It’s based in Wigan, and there’s a 20-foot touch-sensitive wall.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. So, eventually all the leaders connected and understood the importance of this initiative.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Chattermill

MAY 12, 2019

The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns. Chief Customer Officer 2.0 Bestselling author Jeanne Bliss’ Chief Customer 2.0 Customer What? Customer What?

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Ian Williams

MARCH 19, 2020

And they said “product always comes first, customer buys product, that’s the way it works”, and I very nearly got, kind of, asked to leave, because my boss at the time was like “now, just calm down now”, it just didn’t connect, it didn’t work for me that. Ian: Oh really?

Leadership 52

Leadership Consulting Financial Video 52