Experience Investigators by 360Connext

APRIL 23, 2024

If you have customers, then they’re having an experience with your brand, your products, and at every step in their journey. Customer Experience Management (CEM) is a strategic approach that focuses on proactively designing and delivering the entire customer journey to meet or exceed expectations.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ChurnZero

DECEMBER 21, 2023

Designing a successful post-sale strategy requires choices, says CXology’s Tim Conder. Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. Then, think about leadership in general.

Sales 52

Sales Customer Success Tourism Roadmap 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 111

Customer Engagement Customer Journeys Engagement Strategy 111

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities.

Strategy 148

Strategy Self Service Customer Journeys B2B 148

Think Customers

FEBRUARY 16, 2021

They want to choose how to customize their products, services, and even the channels in which they interact with brands. To keep up, companies are scrambling to enable more customer experience channels for sales and service. This will ensure the customer experience remains at the forefront.

Customer Journeys 52

Customer Journeys Self Service Contact Center Omni-Channel 52

Lumoa

JUNE 30, 2022

Support interactions are an important part of the customer experience you’re creating, but making them the main thing can hurt you. It creates one main challenge: Are the insights you gain from tickets representative of your customer base? Pick one area and make a change to the customer experience.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 85

Customer Engagement Customer Journeys Engagement Strategy 85

Totango

FEBRUARY 23, 2024

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

Gainsight

JULY 20, 2020

The Key to Customer Success Was Transformational Leadership. Just over a year ago, Commvault made the bold decision to alter its leadership approach significantly. There were new products, the first company acquisition in over 20 years, and a push for subscription customers. . But they didn’t stop with top-down change.

Customer Success 52

Customer Success Customer Journeys Leadership Customer Centricity 52

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Leadership. Marketing & Sales. Customer Success Around the Web.

NPS 98

NPS Net Promoter Score Customer Journeys Customer Satisfaction 98

ECXO

JUNE 11, 2023

The way to differentiate is through a superior experience rooted in helping customers use products and services to achieve their business goals and overcome their challenges. Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. How have journeys changed since Covid?

B2B 128

B2B B2C Touchpoint Customer Journeys 128

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Also, something that makes our team unique is that we have a team of about four or five people who focus on the journey map and the lifecycle management of the customer.

Customer Engagement 62

Customer Engagement Customer Journeys Engagement Strategy 62

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.

B2B 98

B2B Customer Experience Roadmap Culture 98

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. What approach to take to build the customer journey map. Your Presenters.

Sales 40

Sales Customer Success Customer Journeys eBook 40

ClientSuccess

AUGUST 31, 2020

You’ve done your research, gone through the sales cycle, and made your decision. Now, the day is finally here – your team is finally implementing your new customer success platform. Use your customer journey to make decisions. Are you thinking about a new customer success platform? First of all, congratulations!

Customer Success 105

Customer Success How To eBook Leadership 105

Gainsight

DECEMBER 21, 2023

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. The earlier you bring in Customer Success , the easier it is to tackle those challenges. Here are the highlights.

Customer Success 52

Customer Success Company How To Effort Score 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

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

Gainsight

MARCH 8, 2022

This is a huge problem because, as we know, customer expansion is a critical part of Net Revenue Retention (NRR). . That’s where Gainsight’s new Customer Success Qualified Leads (CSQL) feature comes in. Drive more value for each opportunity with helpful customer information like Health Score, NPS, ARR, and more.

NPS 98

NPS Effort Score Leadership Sales 98

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. RELATED ARTICLE What is IVR?

Contact Center 105

Contact Center Self Service Omni-Channel CRM 105

ChurnZero

AUGUST 25, 2021

However, there are still some key things to keep in mind when you identify the passives in your customer base: They’re satisfied. If a customer is only satisfied with a product, that doesn’t mean they’ll necessarily recommend it to someone else. Leadership. Marketing & Sales. Customer Success Around the Web.

NPS 52

NPS Net Promoter Score Customer Journeys Customer Satisfaction 52

Customer Guru

AUGUST 21, 2018

Kristina is a customer experience expert and host of “The Customer Experience Podcast for Business Leaders”, a podcast series for motivating C-Suite and leadership teams in improving customer experience. Marketing and thought leadership programs. Kristina Evey Follow @KristinaEvey. Nancy Porte.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ClientSuccess

JULY 5, 2017

For customer success leaders, these roadblocks or pitfalls can be the tipping point between customer satisfaction and customer churn. 5 Common Success Post-Sales Pitfalls. Understanding Post-Sales Lifecycle Management. Pitfall #1: The Sales Handoff (Poor Knowledge Transfer). The Sales Handoff Strategy.

Sales 40

Sales Customer Success ROI Strategy 40

Education Services Group

JANUARY 18, 2022

It boils down to understanding what the C-suite cares about and how Customer Success aligns with greater company-wide targets and goals. Leadership wants to see Customer Success as a revenue driver rather than a cost center. It considers income from upgrades, cross-sales, downgrades, and cancellations. That’s ok!

Metrics 52

Metrics Customer Success Effort Score Leadership 52

Totango

JUNE 28, 2022

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. During an economic downturn, your greatest investment should be in your current customer base.

Return on Investment 74

Return on Investment Competitive Advantage ROI Effort Score 74

CX Journey

DECEMBER 10, 2015

When it comes down to it, how well do you truly understand your customer base? Understanding what makes your customer tick can help you hone in on buying behavior and plan everything from ad copy to new product lines. From start to finish, use accurate data to create customer personas.

Customer Journeys 80

Customer Journeys Entertainment Social Media Healthcare 80

Customer Bliss

FEBRUARY 25, 2016

Your goal as CCO is to unite the leadership team in delivering one-company customer experiences and connecting the delivery to business growth. This will require the removal of survey score addiction and a shift in leadership thinking. Your opportunity is to gain leadership’s attention to this simple definition of success.

ROI 100

ROI Customer Experience Effort Score How To 100

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 40

Strategy Company Leadership Customer Centricity 40

Customer Bliss

MAY 26, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. How to Build Your Customer Driven Growth Engine. Now the message has finally caught on.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Customer Bliss

DECEMBER 29, 2015

Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1. Customers as Assets. Your focus is to get leaders to make a defining performance metric – the growth or loss of your customer base. Customer Listening.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1. Customers as Assets. Your focus is to get leaders to make a defining performance metric – the growth or loss of your customer base. Customer Listening.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

NobelBiz

NOVEMBER 13, 2023

What NobelBiz can bring to the table: A unified platform for all communication channels Highly redundant voice carrier network with 99.99% uptime Advanced productivity tools designed for call centers Cost-effective telecom solution with global coverage Customer Lifetime Value (CLV) Enhancement CLV stands for Customer Lifetime Value.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Alida

JULY 6, 2017

For concrete ideas on how companies can scale their CX programs, we recently sat down with Kia Puhm , a Toronto-based executive with over 22 years of experience in customer success, marketing and software engineering. Puhm’s leadership experience includes stints at Oracle, Eloqua and Adobe. She is now the principal of K!A

Measurement 113

Measurement Chief Customer Officer Customer Centricity Software 113

ClientSuccess

DECEMBER 5, 2022

Executives and department leaders can benefit from the expertise available from a CAB to facilitate understanding of the customer journey faster and more effectively. Learn more about the customer journey with this toolkit. Build Your CAB with the Right Mix of Customers. finding and managing a core customer base.

Tips 87

Tips Customer Success eBook Social Media 87

delighted

MARCH 4, 2020

To understand what Customer Experience Management is, it’s important to first understand what exactly customer experience is. Customer experience (CX) is the overall perception of your brand in the eyes of your customer, based on the individual and accumulated interactions they have with and about your brand.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52