ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. He even ended up helping them debug it himself, staying up all night, fueled by his love for his customers and copious amounts of coffee.

Customer Experience 102

Customer Experience Customer Centricity Chief Customer Officer Culture 102

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ShepHyken

MAY 17, 2021

How to Commit Your Brand to Customer Success by Jared Atchison. Effective marketing, a strong customer support team, and a robust content strategy all contribute to the development of your company. My Comment: There is a difference between customer service and customer success. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

Education Services Group

OCTOBER 22, 2019

You’ll find a lot of self-proclaimed experts on the subject of Customer Success on the web, but many of them don’t have the credentials — or track record — to back it up. Q: How has Customer Success changed since you entered the field? Q: Where can businesses see the biggest impact from Customer Success?

Customer Success 40

Customer Success Resources Customer Retention Industry 40

Totango

FEBRUARY 11, 2022

Because of these factors, B2B sales and renewal cycles may be longer than their B2C counterparts. In today’s digital environment, B2B customer experience is driven by online and mobile interactions with brands. Why Take B2B Customer Experience Seriously? Deliver Satisfying B2B Customer Experience to Increase Customer Retention.

B2B 108

B2B Customer Experience B2C Net Promoter Score 108

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. What does the chief customer officer role encompass?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

CSM Practice

JULY 6, 2020

Now that we have a good point of view on what customers’ value is, it is significant to discuss why it is necessary to preserve the balance between the value OF your customer and the value you give FOR your customer. Customer success organizations are essential to maintaining this balance.

Tips 105

Tips Customer Success Customers Strategy 105

CustomerSuccessBox

MARCH 17, 2022

It’s not always easy to navigate through the customer success process. Customer success, like any other tricky-to-navigate sector, requires a map. A customer journey map can help with this. Suggested Read : The Ultimate Guide on Customer Journey Mapping. Benefits of a Customer Journey Map.

Customer Journeys 52

Customer Journeys Touchpoint Customer Success Consumers 52

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Retently

NOVEMBER 17, 2023

Far fewer marketing managers are familiar with the Net Promoter Score and its huge potential for measuring the effectiveness of sales, marketing, and advertising. The ability to earn and retain customers is ultimately the most critical measure of any sales or marketing campaign’s success. Take Groove, for example.

Net Promoter Score 78

Net Promoter Score NPS Marketing Effort Score 78

One Millimeter Mindset

MARCH 18, 2019

With them, and for them, on behalf of better serving each other and your customers. Let alone experiences leading to customer success and customer retention? Consider the impact on the quality of customer-focused outcomes which might be created, if these barriers no longer existed.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

AUGUST 27, 2018

Innovative customer experiences stand out from what customers are used to experiencing. Also, after the customer service rep, sales rep, engineer, field sales service rep, Quality professional departs, the customer asks themselves: “What just happened?”. Customers cannot get you out of their minds.

Innovation 86

Innovation Customer Experience Customer Retention Sales 86

One Millimeter Mindset

SEPTEMBER 3, 2018

Also, professional experience focuses on how we have our customers’ backs. Consequently, professional experience is customer-focused, rather than self-serving. Far too many of us equate customer retention only with retaining customers in our own customer bases.

Customer Retention 50

Customer Retention Innovation Sales Customer Experience 50

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. The Customer Success Buzz at CCO. That’s where Customer Success comes into play. That’s Totango’s mission.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

CSM Practice

JULY 6, 2020

Now that we have a good point of view on what customers’ value is, it is significant to discuss why it is necessary to preserve the balance between the value OF your customer and the value you give FOR your customer. Customer success organizations are essential to maintaining this balance.

Tips 80

Tips Customer Success Customers Communication 80

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

JUNE 4, 2021

Role: Director of Customer Success Location: Denver Metropolitan Area, US Organization: Terrayn Dispensary Marketing As a Director of Customer Success, you will ensure high-quality value delivery of the marketing services to guarantee customer retention and customer success.

Customer Success 10

Customer Success Net Promoter Score Leadership Insurance 10

ClientSuccess

OCTOBER 8, 2019

As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. 1: Customer Retention Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

ECXO

JUNE 15, 2021

As per my experience working with several companies that have gone through transformation, a customer-centric culture is essential to deliver consistent, delightful customer experiences. These following 10 tips will help shifting to a customer-focused environment across your company: 1. Establish customer centric values.

Customer Centricity 117

Customer Centricity Culture Tips Company 117

Gainsight

JUNE 9, 2021

The first day of Pulse Everywhere showed that Gainsight’s Pulse events are ever-evolving and still presenting attendees with the best content in customer success. Netflix and Net Retention. What an important and exciting justification for the existence of CS—the effect on customer retention and net dollar retention (NDR).

Entertainment 98

Entertainment Customer Success ROI Trends 98

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

SmartKarrot

MARCH 29, 2022

Customer success has evolved drastically in the last few years. SaaS businesses have seen that customers are capable of enhancing growth if they are retained with the company. Customer retention impacts company health directly. Preventing churn has always been one of the main components of customer success.

Customer Success 10

Customer Success Software Customers Sales 10

Gainsight

OCTOBER 30, 2018

That means for every customer you allow to churn, you’re not just sacrificing the potential revenue they could bring in, but also the money you already invested to get them as customers. Client Retention rates are clear indicators of your product’s quality, company health, and market fit. 2: Churn is scaring away investors.

ROI 61

ROI Customer Retention Social Media Roadmap 61

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. Customer journey map design.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

One Millimeter Mindset

NOVEMBER 5, 2018

That is your Opportunity for Professional Success! Ultimately, perpetuating conflicting workplace agendas is self-focused, rather than customer-focused. When we serve each other better and better, we also create better and better customer experiences. Think about it. Seriously, isn’t this common sense?

Customer Experience 70

Customer Experience Entertainment Customer Retention Customers 70

Education Services Group

OCTOBER 27, 2020

Brad Davis, Digital Customer Success Manager. I was pleased to see that there were many speakers that were discussing technology and digital strategies within a Customer Success organization. Chae Stewart, Digital Customer Success Manager. Danielle Hawkins, Customer Success Manager.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

One Millimeter Mindset

DECEMBER 5, 2018

Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. First, does employee-focus translate into customer-focus? Perhaps you should.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

SmartKarrot

MAY 16, 2022

Now, the same companies are encountering crises in aspects such as sales, marketing, operations, shortages, and more. The challenge is more pronounced with customer success leaders. Customer success managers need to handle customer issues, enhance customer experiences, and make sure they get value even in times of crisis.

Customer Success 10

Customer Success How To Case Study Resources 10

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This very reason makes them the most powerful voice of the customer. Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

Education Services Group

AUGUST 28, 2019

So, when the volume of customers creeps up, and we’re focused on deploying a tech-touch heavy approach, how do we stay engaged with the personal element of our customers? In SaaS, the sale never really ends. but perhaps a less obvious reason is because we’re obsessed with sales funnels.

Strategy 40

Strategy Self Service Customer Success Interaction 40