Totango

FEBRUARY 26, 2019

You’ve won a great new customer and it seems like it’s time to celebrate. Some companies don’t realize that to develop long-term relationships with customers, there’s an important retention step that comes after the transaction: customer onboarding. What went wrong?

Strategy 78

Strategy Software Lifetime Customer Social Media 78

CSM Magazine

AUGUST 10, 2017

Vision Critical’s Customer Relationship Intelligence software improves customer relationships. Embedded within the platform is Relationship MemoryTM which enables you to uncover insight without starting from scratch every time, asking repetitive questions or even without having to ask any questions at all.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Optimove

NOVEMBER 14, 2019

ActiveTrail helps businesses of all shapes and sizes turn customers into loyal fans with automated customer journeys and personalized email campaigns. The company is present in all major gaming markets in the world. Based in Stockholm, Sweden, the company has offices on three continents and clients across the globe.

Omni-Channel 40

Omni-Channel Multi-Channel Sports Ecommerce 40

CSM Magazine

AUGUST 31, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journeys 69

Customer Journeys Net Promoter Score How To Culture 69

SmartKarrot

JUNE 27, 2022

Detailed and established ethical standards can help your business significantly increase credibility and reliability amongst existing and potential customers by establishing credibility and trust. Ethical Dilemma Examples In Business That Customer Success Teams Should Avoid: 1. Like what you are reading? Sign up for our newsletter.

Customer Success 10

Customer Success Advertising Lifetime Customer Study 10

Wootric

AUGUST 21, 2018

Being able to micro-target customers with personalization is what artificial intelligence excels at, and it’s the key to developing positive lifetime customer value. Machine learning is also being used to improve the customer experience by automatically analyzing customer feedback.

Technology 58

Technology Customer Experience Chatbots Retail 58

Up Your Service

AUGUST 9, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journeys 45

Customer Journeys Net Promoter Score Culture Measurement 45

Up Your Service

AUGUST 9, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journeys 40

Customer Journeys Net Promoter Score Culture Measurement 40

BlueOcean

JANUARY 8, 2019

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. Calculating Lifetime Customer Value. The Cost of Customer Retention vs Acquisition.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

LiveChat

JUNE 8, 2015

“If customers are the lifeblood of a business, then the database is its heart. Only those companies who truly know their customers and tailor communications to accurately defined target markets will survive and grow,” wrote Ludi Koekemoer and Steve Bird in their book Marketing Communications.

How To 28

How To Social Media Video Entertainment 28

LiveChat

DECEMBER 9, 2016

One of the best ways to check if your customers are engaged is to use NPS ( Net Promoter Score ). It’s a survey with one basic question: “How likely are you to recommend our company to a friend or colleague ” followed by an option to add a short comment. To answers this question customers choose a number from zero to ten.

Customer Engagement 28

Customer Engagement Engagement Strategy Social Media 28

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. 80% of businesses believe they provide “superior” customer service. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

Kristina Evey

JULY 5, 2018

in 2014, 89% of companies planned to use CX as their primary competition platform by 2016. It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. 80% of businesses believe they provide “superior” customer service. in 2014, $3.7

Customer Experience 120

Customer Experience Lifetime Customer Tips Sales 120

LiveChat

OCTOBER 5, 2015

Since 1984 Todd Cohen coached and led sales teams to deliver more than $500 million in revenue for leading companies, some of which includes Xerox, Gartner Group, Thomson–Reuters and Pensare. Customers like to work with confident people, because they place a higher level of trust in them. Collaborative. Other people? Not so much.

Sales 28

Sales Return on Investment Effort Score Industry 28

SmartKarrot

JANUARY 5, 2021

Lincoln’s valuable Exponential Growth Framework is the culmination of his tactics to bolster the growth strategy for companies around the globe. She has also geared up many product-based SaaS companies as an Investor in recent times. Allison Pickens. Dave Jackson. Jeanne Bliss. Andrew Marks.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Totango

AUGUST 8, 2019

This means the majority of customer revenue is now spread over months and years of recurring renewals rather than being captured in a single sales event. To cultivate customer lifetime value in this environment, you have to view customer relationships as the mutual pursuit of growth over time.

Customer Centricity 90

Customer Centricity Customer relationships Metrics Lifetime Customer 90

NobelBiz

FEBRUARY 21, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. The lifetime value of a client, however, is a number that can be calculated with ease with the right method.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

NobelBiz

FEBRUARY 15, 2023

Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole interactions or “lifetime”. The lifetime value of a client, however, is a number that can be calculated with ease with the right method.

Call Center 52

Call Center Effort Score Net Promoter Score Consumers 52

Totango

JULY 30, 2019

It is as easy to confuse customer experience with customer success as it is to confuse the journey with the destination. The key difference is the attitude of the company providing both the product and the product experience. In customer experience terms, you want to make onboarding intuitive and logical.

Customer Success 77

Customer Success Customer Experience Lifetime Customer Effort Score 77

Bold360

APRIL 18, 2018

Gone are the days where companies can approach customer experience through a single lens. Each customer is different and what they expect from the companies they do business with can also vary widely. This is where many companies are falling short in this new era of customer experience.

Omni-Channel 51

Omni-Channel Strategy Customer Experience Chatbots 51

SurveySensum

JULY 14, 2020

Founder & CEO of Beyond Philosophy LLC, Colin is recognized as a world thought leader in customer experience. Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Customer Relationship-Building.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Avaya

JUNE 18, 2018

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. As a regulation on company behavior, GDPR does not apply to technology directly.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40