Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Totango

FEBRUARY 23, 2024

Check out the full episode to hear all of her hot takes. Use a customer-centric approach for a successful collaboration Traditionally, the CMO focuses on customer acquisition, answering questions like who is coming into the funnel, which prospects close, and which cohorts convert better at different stages.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer Centricity 52

Customer Centricity Strategy How To Sales 52

InMoment XI

MARCH 25, 2024

The e-commerce and retail giant implements predictive analytics techniques across various facets of its operations, from its powerful product recommendation engine (“Customers also bought these items”) to dynamic pricing adjustments. Identify Ideal Customer Profiles (ICPs). Prioritize sales efforts. Reduce sales cycle length.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

PeopleMetrics

JANUARY 19, 2018

The master rule to customer-centricity is this: solve your customers’ problems. Every change, every action, every improvement your company makes should have the end goal of solving a customer problem. The pharmaceutical industry serves a customer base made up of people with one common, pressing concern - the patient.

Customer Centricity 93

Customer Centricity Customer Experience Healthcare Multi-Channel 93

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. 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

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

InMoment XI

JANUARY 12, 2024

By deciphering the nuances of customer interactions, businesses can gain valuable insights into preferences, sentiments, and pain points. This information, in turn, empowers companies to tailor their products, services, and communication strategies to meet the evolving needs of their customer base.

e-support 260

e-support Healthcare Multi-Channel Call Center 260

InMoment XI

FEBRUARY 12, 2024

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. On the other hand, customer experience integrations focus on the collaborative efforts of different software applications to amplify the capabilities of customer experience management.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Help Scout

JUNE 5, 2019

It’s likely not a surprise to you that putting your customer first is good for business. But building a customer-centric marketing strategy for your business can be difficult. The good news is that putting in the work to deliver customer-centric marketing pays off. What is customer-centric marketing?

Customer Centricity 40

Customer Centricity Strategy Marketing Leadership 40

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Maz Iqbal

OCTOBER 2, 2014

Why is it that I prefer not to business with a customer-centric business? Which supermarket chain was applauded, by many, for its customer-centred way of doing business? What was held responsible for fuelling this customer-centred way of doing business? Allow me to share my answer by referring to the UK grocery market.

Customer Centricity 76

Customer Centricity Case Study Study Culture 76

Lumoa

NOVEMBER 17, 2022

Customers search for easy shopping solutions on clear, engaging websites. E-commerce sales are now projected to reach $7.4 Companies should aim to meet their customers’ expectations by continuing to fine-tune their customer experience (CX) programs. Customer Experience in E-commerce Trend Predictions for 2023.

e-support 208

e-support Customer Experience Social Media Chatbots 208

Lumoa

JUNE 14, 2023

A Decline in Revenue It goes without saying that a drop in customer loyalty will result in a direct fall in revenue. A bad NPS score means you’ll have fewer loyal customers, which translates to fewer sales. Sales surged , and their stock prices skyrocketed.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Lumoa

FEBRUARY 6, 2018

Companies do marketing, sales and CRM – the customer does the experience! Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”. It’s more than just digital.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? Customer centricity requires that your go-to-market functions work in sync. – Jeremy Uteza. – Anas Orwani.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Kustomer

OCTOBER 19, 2021

Even if support teams are now being thought of as “customer experience” teams, the truth of the matter is, CX is a true team sport — touching every part of the organization. And the most important quality to ensure a positive experience, is by creating a customer-first mindset. Customer-Centricity Starts From the Top Down.

Sports 97

Sports Customer Centricity Measurement Consulting 97

ChurnZero

APRIL 12, 2022

Build a customer-centric organization. SaaS companies thrive based on their ability to establish positive, long-term relationships with their customers. For example, your sales and marketing teams may create amazing customer experiences at their own touchpoints, ranging from brand awareness to conversion.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Peter Lavers

JULY 28, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. This is despite years of CRM and customer experience thinking!

Customer Centricity 40

Customer Centricity CRM Metrics Groups 40

Amity

JULY 26, 2017

When making the case for Customer Success, make sure you understand what Customer Success can actually bring to the Sales team and how it will power not only retention and expansion but also acquisition. Offload Your Sales Team. Allow New Sales to Grow Your Book of Business.

Sales 57

Sales Customer Success Case Study Customer Centricity 57

Team Support

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. Developing a well-defined customer support plan that encompasses several channels to meet customers where they are is essential to any business.

Omni-Channel 106

Omni-Channel Customer Service How To eBook 106

Amity

DECEMBER 18, 2013

She outlined key aspects of Eloqua’s Ideal Customer Experience (ICE) program, “customer bill of rights” and Customer-Centric Organization. Here are 3 key points: Share the Pain – Involve executives from other departments regularly – especially sales, engineering, cloud operations, and product management.

Customer Centricity 48

Customer Centricity Customer Success Groups Analysis 48

ShepHyken

OCTOBER 21, 2022

If your business follows marketing best practices, you’re probably already implementing user research, collecting customer data, and targeting customers with personalized messaging. Then you describe your general marketing efforts as customer experience marketing. Build a Customer-Centric Infrastructure .

Strategy 74

Strategy Marketing Customer Experience Customer Centricity 74

Team Support

DECEMBER 8, 2023

In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. Is your company prepared to deliver exceptional post-sale customer support?

Software 105

Software Omni-Channel Social Media Analytics 105

NobelBiz

APRIL 2, 2024

Aspect Enterprise Contact Center Solutions Small Business Contact Center Solutions Scale Designed to handle large volumes of interactions across multiple channels, catering to the diverse needs of extensive customer bases. Geared towards smaller-scale operations with fewer agents and lower call volumes.

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

SmartKarrot

NOVEMBER 10, 2020

There was a time when large organizations were built solely depending upon the product-centric approaches. But as the customers have evolved, companies are slowly shifting towards a customer-centric approach. Yet, product centricity cannot be fully ignored for it has its own plus points that add into the business.

Customer Centricity 21

Customer Centricity Comparison Strategy Customer Success 21

Customer Bliss

MAY 9, 2018

I’ve been asked, “How do you persuade top management that customer centricity is not a cost?” ” In order to do so, you must affect change in four areas that shift the mindset of the leadership team and elevate the customer within the consideration set. Then move to specifics. And most importantly “WHY?”

ROI 245

ROI Customer Experience How To Leadership 245

NobelBiz

JANUARY 16, 2024

These goals can include providing support generating sales or gathering market insights. These objectives may include providing support, generating sales, or gathering market insights. The importance of call center campaigns in the customer-centric era cannot be overstated. Why Are Call Center Campaigns Important?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

Customer Bliss

APRIL 12, 2016

Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns. The Need For Customer-Centric Leaders.

Chief Customer Officer 100

Chief Customer Officer Company Customer Experience Customer Centricity 100

RapportBoost

DECEMBER 10, 2018

So, Talkdesk Enterprise Contact Center empowers companies to make their Customer Experience a competitive advantage. Over 1,400 innovative enterprises around the world with thousands of seats including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interaction. Thanks again Talkdesk. And in Comm.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Zeisler Consulting

MARCH 14, 2023

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity. That said, one thing I saw several times stood out to me and was a bit of a surprise.

Fashion 72

Fashion Customer Care Customer Centricity System 72

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

ECXO

JUNE 11, 2023

But … CX programmes have gained limited traction in a sector that is still working out how to shift to customer-centric business models. This has resulted in an increase in sales and customer satisfaction. Higher sales and a more loyal customer base. How do they consume content? This is urgent.

B2B 130

B2B B2C Touchpoint Customer Journeys 130

Gainsight

OCTOBER 17, 2022

Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . Now that the era of easy money and growth-at-any-cost is over, they are looking to reconnect with the fundamentals of their business models, which in the case of SaaS means ongoing relationships with customers. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

Gainsight

DECEMBER 4, 2023

Learn more in our ebook Creating a Company-Wide Culture of Customer Centricity. Attracting new customers is approximately five times more expensive than growing revenue from existing customers. Beyond the bottom line, enthusiastic customers understand the value and practical applications of your products.

eBook 52

eBook Metrics Roadmap Healthcare 52