Remove Chief Customer Officer Remove Exercises Remove NPS Remove Sales
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Mapping Customer Journeys Through a Systems Lens

Horizon CX

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

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Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

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Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs

ChurnZero

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

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7 Customer Marketing Strategies to Increase SaaS Retention

ChurnZero

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We also include referral call-to-actions in our customer newsletter as an added reminder.

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We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

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Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management

ChurnZero

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.

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10 Ways to Improve your Customer Success Strategy

Kayako

There is always an opportunity to improve and likely a mix of both big and small rocks that could be moved today to increase the NPS of your partners, customers and employees. Do your processes work for 40 customers? As you grow and as your customers mature, so too should your segmentation. Think Scale. How about 400?