CSM Practice

MAY 13, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 128

Customer Success Effort Score Customer Centricity Video 128

Maz Iqbal

SEPTEMBER 18, 2014

So I ask you what needs to happen for InterLodge to generate its desired outcomes: higher occupancy rates, higher price points per room, higher levels of customer satisfaction, and ultimately a higher share price? Cooperation between all the organisational actors who directly-indirectly influence the customer experience.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

CSM Practice

MAY 16, 2020

To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.

Customer Success 52

Customer Success Effort Score Video Financial 52

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. In this year’s survey, we sought to uncover what separates customer experience leaders from laggards.

Measurement 71

Measurement Survey Customer Journeys Management 71

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. What Is Customer Success Automation? Matching Expertise to Customer Needs.

Customer Success 62

Customer Success Software Customer Centricity Metrics 62

Qualtrics

FEBRUARY 21, 2020

In the decade since the financial crisis brought widespread attention to how the banking industry treated its customers, many banks have made customer experience (CX) transformation a strategic priority. The banking industry’s strategic emphasis on customer experience is not going unnoticed by customers.

Banking 36

Banking Industry Customer Experience Customer Journeys 36