Gainsight

DECEMBER 21, 2023

But when you’re an early-stage company, proactive management is difficult without the right resources and tooling. Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. Company morale.

Customer Success 52

Customer Success Company How To Effort Score 52

Customer Bliss

AUGUST 3, 2018

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. Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. Concur is also a SaaS company. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Strategy 52

Strategy Company Leadership Customer Centricity 52

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 200

Customer Engagement Roadmap Engagement Customer Centricity 200

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 200

Customer Engagement Roadmap Engagement Customer Centricity 200

InMoment XI

SEPTEMBER 26, 2012

Companies that implement customer engagement or customer experience programs must know the foundational factors that create a customer centric culture, such as great leadership and targeted communication.

Customer Engagement 200

Customer Engagement Roadmap Engagement Customer Centricity 200

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? To help you assess whether or not your company needs a CCO, I’ve put together a set of tactical statements to help you accomplish two things. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. And at the same time, I hear from CS leaders wondering if their company is approaching CS from a 2020 perspective.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers. What a year 2020 has been!

Leadership 71

Leadership Customer Experience Consulting Roadmap 71

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. This process took a year.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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

InMoment XI

AUGUST 25, 2023

You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership. They have managed to align their CX strategies closely with their business goals, providing a roadmap for other organizations aiming for similar success.

How To 260

How To ROI Net Promoter Score Measurement 260

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? To help you assess whether or not your company needs a CCO, I’ve put together a set of tactical statements to help you accomplish two things. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

West Monroe

APRIL 9, 2023

Tech companies that scooped up acquisitions during the days of easy financing are now hitting the brakes. But the hurdles to capitalizing on acquisitions are numerous, and fragmented tech stacks and poor product architecture can lock companies out of promising new markets—stymying their expansion of differentiated product lines.

Strategy 40

Strategy Company Leadership Customer Centricity 40

ClientSuccess

MARCH 28, 2023

Often, SaaS vendors’ strategic roadmaps tend to shift and change based on enterprise accounts’ requirements. Collaborate with other Departments One of the advantages of having enterprise customers is that they are heavily invested in your technology and team. appeared first on ClientSuccess.

Company 52

Company Management Case Study Customer Journeys 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. It is a process and will not happen in one day.

B2B 98

B2B Customer Experience Roadmap Culture 98

West Monroe

JANUARY 24, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability.

Company 52

Company Software Strategy Leadership 52

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

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 empower their entire company to act on those insights and then seek to understand their customers all over again. They might even proclaim to put customers first or be customer-centric.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Customer Bliss

OCTOBER 17, 2019

And what I’m here to tell you is, as someone who’s done it—I moved from a catalog company, to a car company to insurance, to real estate, to technology—the key though is getting the fundamentals down early. Three critical skills to your roadmap as a CX leader. And the fundamentals are a few things. #1:

Industry 135

Industry Chief Customer Officer Roadmap How To 135

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Customer feedback dashboards. They love us.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program. He put together a one-page roadmap and brought it to the senior leadership team.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

West Monroe

APRIL 22, 2024

The club’s ethos is shaped by its owner, Tony Bloom, an expert in data-driven modeling for financial gain in sports betting through his other successful company, Star Lizard. Once the to-be is drafted and socialized, we recommend leadership also develop a robust technology roadmap to guide the transition to target state.

Government 52

Government Sports Resources Leadership 52

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). the question of NPS for your company:? The same applies for B2B SaaS companies. I’m not joking.

NPS 96

NPS Net Promoter Score Company Feedback 96

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Additionally, this transformative work ties into the importance of working together in a united front to achieve the overall objectives of your company or agency.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

West Monroe

JANUARY 25, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability.

Company 40

Company Software Strategy Leadership 40

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Many of these companies have their entire workforce working from home now.

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. COPC: What specific challenges or opportunities has your team faced?

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Customer Bliss

OCTOBER 16, 2018

And how metrics need to change, how leadership styles needs to change, and how you need to bring people to the table differently. Those competencies give you a specific roadmap. ” and “will they link arms to deliver an experience to the customer that means a one-company experience?” How reliable are you?

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

SurveySparrow

JULY 12, 2022

You can give employees a roadmap for personal and professional development based on their competencies. SurveySparrow lets you collect employee feedback in a variety of scenarios, and keep your finger on the pulse of your company. Find out why customers decide to buy from your company. Please enter a valid Email ID.

Examples 52

Examples Roadmap Leadership Survey 52

ShepHyken

JANUARY 22, 2019

Pulling Yourself and Your Company Toward Success. The Interview with Mark Samuel: Mark’s book, B STATE: A New Roadmap for Bold Leadership, Brave Culture, and Breakthrough Results , details a paradigm shift that will lead individuals and companies to success. The Habit of Service Consciousness.

Roadmap 90

Roadmap Exceptional Customer Service Culture Leadership 90

Horizon CX

APRIL 1, 2024

Many companies may have the desire to improve CX, but without the necessary knowledge and guidance, they struggle to implement effective strategies. This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement. What’s holding organizations back?

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . It should not be treated as just another project but as a long-term company top 3 objective.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. This emphasis on value and delivering exceptional service is what gives truly customer-centric companies the edge: It increases customer loyalty and that loyalty drives growth. Creating a Customer Retention Strategy: A Leadership Roadmap.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

CX Accelerator

JULY 1, 2020

Further, these same leaders will need to consider how this crisis has forever impacted their company-to-employee relationship. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Many of these companies have their entire workforce working from home now.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182