One Millimeter Mindset

SEPTEMBER 19, 2018

The customer retention ownership conversation is not a matter of assigning this critical-to-sustainability activity to “someone” in your organization. So, just who, in your organization is responsible for customer retention ownership? Who actually owns the customer, pre-sale through post-sale? Out of sight.

Customer Retention 71

Customer Retention Sports Leadership Sales 71

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. For additional insights on Customer Success influences and trends, download the full 2022 Customer Success Leadership Study.

Study 98

Study Leadership Customer Success Industry 98

InMoment XI

MAY 4, 2023

Read a blog by Phil Sager, Expert Partner and Daniel Moellerhenn, Expert Partner, Bain & Company, speakers at the XI Forum in Cologne on June 13 & 14 Reports of record inflation, ongoing labor constraints, rising capital costs, and other macro trends are ongoing and have compounded in unique ways.

Strategy 295

Strategy Customer Experience How To Loyalty Programs 295

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. ClientSuccess.

Leadership 59

Leadership Customer Success B2B Customer Retention 59

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

ShepHyken

MAY 13, 2024

Something has to change, and the author has given companies and brands some ideas to think about. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” operations are the “primary reason for the company’s fall from grace.”

Customer Service 73

Customer Service Loyalty Programs Customer Retention Metrics 73

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill.

Company 149

Company Strategy Chief Customer Officer Financial 149

ClientSuccess

APRIL 28, 2021

Silicon Slopes, Utah, April 28, 2021 — ClientSuccess, a leading Customer Success Platform, announced today that Kristi Faltorusso has joined their executive leadership team as Vice President of Customer Success. . Faltorusso brings over a decade of experience in Customer Success leadership. ClientSuccess.

Leadership 54

Leadership Customer Success B2B Customer Retention 54

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. Understand How to Develop Customer Loyalty.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. Yes, I used to be a loyal customer of a particular service platform, which shall remain nameless. Or it showcases collaboration gaps.

Leadership 61

Leadership Communication Customer Retention Sales 61

Gainsight

APRIL 11, 2023

Stabilizing Revenue in a Downturn by Doubling Down on Retention In today’s economic climate, SaaS companies are having to grapple with a new reality. As new sales slow down and companies shift focus to customer retention and expansion, the work of post-sales and customer success teams has never been more important.

Leadership 52

Leadership Conference Customer Success Customer Retention 52

InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO). Every organization, leadership dynamic, employee culture, and business is different.

Customer Experience 260

Customer Experience Chief Customer Officer Report Culture 260

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. By responding to over 95% of negative reviews, their company guarantees that customer concerns are not just heard but addressed; the art of engaged, active listening.

Hospitality 260

Hospitality Call Center Retail NPS 260

One Millimeter Mindset

APRIL 20, 2021

Do you really understand how your company generates revenue? In fact, generating revenue is a continuous process, not simply a matter of acquiring new customers who defect rather than stick around. Your company generates revenue that grows when employees treat each other as internal customers. is available on Amazon.com.

Company 79

Company Leadership Consulting Innovation 79

Customer Bliss

JULY 11, 2017

Catherine has been featured in Harvard Business Review, The Wall Street Journal, Fast Company, and TEDx. Also in 2013, Catherine made Forbes list of “Top 10 Rising Stars at The Worlds Most Innovative Companies.” She began with a three-step process: What is important to the company? Some include: Customer satisfaction.

Leadership 0

Leadership Customer Experience Report Innovation 0

ijgolding

MAY 17, 2017

Willingness to change is a strength, even if it means plunging part of the company into total confusion for a while. Jack Welch believed in people – employees AND customers. Here are some of Jeff’s most famous quotes: A company shouldn’t get addicted to being shiny, because shiny doesn’t last.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

ClientSuccess

JANUARY 25, 2021

You can learn more about bridging the gap between customer success and marketing to increase retention with these resources from ClientSuccess: eBook: Customer Success as a Culture – Marketing Leader’s Edition. Webinar: How We Became a Customer-Obsessed Company.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

InMoment XI

SEPTEMBER 12, 2023

The Importance of CRM Databases in Competitive Analysis Customer Relationship Management (CRM) databases are essential tools for storing and tracking customer information, interactions, and sales history. Could your company fill this void with exceptional customer service and thereby win over disenchanted consumers?

Analysis 260

Analysis Marketing Competitive Advantage Analytics 260

Experience Investigators by 360Connext

APRIL 23, 2024

Prioritizing the right CX management not only helps in retaining customers by improving their experiences, but also enhances the overall brand image and increases profitability. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Education Services Group

JANUARY 19, 2021

What we discovered has been compiled and analyzed by CS experts and distilled into concrete, actionable data about the state of Customer Success today. We are proud to present the Inaugural Customer Success Leadership Study ! A spotlight on Customer Success. Indicators of a bright future. Contact us today.

Study 52

Study Leadership Customer Success Industry 52

One Millimeter Mindset

JULY 9, 2020

It just could be that client retention folks are the best salespeople in your company. Professionals involved in the post-sale care and feeding of newly-acquired customers. Also, the people who directly answer client questions throughout that customer’s life cycle. Client retention professionals course-correct clients.

Company 96

Company Sales Leadership Innovation 96

ClientSuccess

JUNE 19, 2019

Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Increasing customer retention by 5% can increase profits by 25-95%. Webinars and Live Demos: The Secret to Leveling Up the Customer Game.

Customer Retention 73

Customer Retention Strategy e-support Loyalty 73

ShepHyken

SEPTEMBER 13, 2021

What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things. Why B2B Customer Experience is Just as Vital for Growth as B2C by Gal Oron.

Customer Service 152

Customer Service B2C B2B Customer Retention 152

Verint

DECEMBER 28, 2017

One Millimeter Mindset customer retention moves you and your organization one millimeter outside your current comfort level. One of the biggest differences has to do with how we acquire and then retain customers. More importantly, One Millimeter Mindset customer retention is about today and tomorrow, not yesterday.

Customer Retention 36

Customer Retention Leadership Sales Innovation 36

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. Most importantly, it’s about how your customer feels about those experiences. That’s not true.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Customer Bliss

DECEMBER 27, 2016

CCO survival kkill: Creating a unified leadership team. I usually call this “one-company leadership.” Unifying leadership teams has been a theme of my life’s work, and you’ll see it in dozens of podcast quotes I’ll provide Thursday. 35 data-backed approaches to customer retention.

Leadership 0

Leadership Customer Retention Company Strategy 0

ClientSuccess

SEPTEMBER 26, 2019

Your customers are the lifeblood of your business. Without them, you wouldn’t have a reason to keep your company in operation. But gaining new customers is a hard process, costing about five times as much as retaining an existing customer. . What are their individual goals within the company?

Customer Retention 49

Customer Retention Tips Net Promoter Score Metrics 49

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans. Magazine, Forbes, U.S.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success.

Customer Journeys 124

Customer Journeys Brands Sales Contact Center 124

ShepHyken

OCTOBER 2, 2023

It can be beneficial as it allows companies to provide 24/7 support and access to properly trained professionals, even if they are not direct employees of the company. Customer service should not be viewed solely as a cost center but as an opportunity to enhance customer experience, generate revenue, and improve customer retention.

Competitive Advantage 81

Competitive Advantage Customer Retention Leadership Customers 81

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

One Millimeter Mindset

SEPTEMBER 17, 2018

As a result, customer service represents the degree of interoperability that exists between each of these key components. Regardless of the size of a company or the current professional skills bandwidth of the workforce. Even when the organization does not establish universal standards for customer service delivery.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

Customer Bliss

SEPTEMBER 6, 2016

While companies still need to be productive and build their customer-driven growth engines, chances are a lot of your colleagues were out on vacation for chunks of the summer. You want to enjoy the leaves and the pumpkin spice lattes but work stress is everywhere and your company desperately needs a better CX focus.

Customer Retention 100

Customer Retention Leadership Company Strategy 100

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support).

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

Horizon CX

APRIL 1, 2024

Organizations that were positioned in the higher half of the CX maturity scale were experiencing remarkable results – three times higher revenues and three times higher customer retention rates. Empower them to deliver a positive customer experience by providing them with the training and resources they need.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

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). If you are focused on customer retention, then you need to know the answer to?the

NPS 96

NPS Net Promoter Score Company Feedback 96