Assessing Customer Relationships

Andrew Mcfarland

For years, I have used a simple diagram to assess customer relationships while generating meaningful and actionable customer discussion. How do you start to improve customer relationships? Customer Loyalty Relationship

Maintaining Customer Relationships During a Pandemic

Wired and Dangerous

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service experience has too often removed the “relationship” from “customer experience” The by-product was aptly characterized by a friend of ours describing her bank knowledge of her account status but corresponding lack of desire to know her personally. We all need our customers to remain our customers and refer others to us more than ever before.

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You Can’t Automate Your Customer Relationship

ShepHyken

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business. If they leave and take 3 out of 4 customers with them, that could be painful to a company.

Deepen Customer Relationships with Meaningful, Emotional Connections

MaritzCX

Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling. The Theory of Emotional Connections Service industry companies are always talking about how customer-focused they are and about wanting to build relationships with customers.

How ZoomInfo Enhances Your ABM Strategy

For marketing teams to develop a successful account-based marketing strategy, they need to ensure good data is housed within its Customer Relationship Management (CRM) software. More specifically, updated data can help organizations outline key accounts for their campaigns. And to begin the targeting process, marketing teams must develop an Ideal Customer Profile (ICP) with appropriate firmographic and behavioral data to ensure they’re going after the correct audience.Download this eBook to learn how to start improving your marketing team's data!

Strengthen Your Customer Relationships with Service that Packs an Emotional Punch

NICE inContact

The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.

Top 10 Customer Relationship Management (CRM) Trends for 2021

SmartKarrot

Evolving times have led the CRM (customer relationship management) system to boost up from a mere tool to an all-in-all contact management software. Here are enlisted top 10 customer relationship management trends to watch out for 2021. Hail the Customer Self-Service .

What does customer relationship *really* mean to you?

Alida

Most companies know what their customers buy, when they purchase and where. But few truly understand why those customers buy—why customers choose to have a relationship with companies to begin with. Business leaders need to step back and more clearly define what customer relationships mean to them. A clearer understanding of customer relationships helps align the tools a company uses with the strategy it is pursuing.

Helping Companies Build Stronger Customer Relationships

Team Support

Managing customer relationships, on the other hand, has been incredibly challenging. To this end, helping enterprises rekindle the spirit of customer relations is TeamSupport. Built for remote working, the company’s solution has enabled the concept of support teams in different time zones around the world, as well as global customers with unique needs, holidays, and SLAs. “We Maintaining B2B Customer Relationships Most Promising CRM

Strengthen your B2B Customer Relationships

Daniel Group

You can strengthen your B2B customer relationships from the front-line. Customer loyalty is the key to maintaining your company’s profitability. Here are some practical steps your front line managers can take to keep and build your customer relationships. First, always follow up on your survey feedback, especially those customers “in the middle” (gave you a 7 or 8). Relationships are a marathon, not a sprint.

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How to Overcome the Pain Points of Your CRM

When used effectively, a CRM can be the life blood of your sales team – keeping everyone organized, efficient, and at peak productivity. However, as a company, sales stack, and database grow, it becomes difficult to uphold structure and governance to keep a CRM up-to-date. The result? Less organization, more confusion, and fewer deals closed. Leveraging leading industry research from industry analysts, this eBook explores how your sales team can gain back valuable time.

How are customer relationships changing in 2020 and beyond?

MyCustomer

Loyalty How are customer relationships changing

Building customer relationships: Examples and lessons from 3 smart brands

Alida

Most companies today have a customer relationship problem. Many brands simply have no idea about the evolving needs of their customers, and that’s impeding their ability to build a closer relationship with customers. Interestingly, the same study found that 81 percent of marketers believe they are close to having a holistic picture of the customer.). Creating a close relationship grows the lifetime value of your customers.

Why You Should Focus on Nurturing the Customer Relationship

Totango

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Invest in Current Customers .

Advocacy Insights Inside Salesforce Deepen Customer Relationships

Influitive

The post Advocacy Insights Inside Salesforce Deepen Customer Relationships appeared first on Influitive. Advocacy ROI Customer Engagement Customer Marketers Customer Success Teams Marketing Leaders Sales Professionals

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

Tactics that Kill Customer Relationships

Who's Your Gladys?

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys? Communicating with Customers customer experience technology customer loyalty Customer Service Dissatisfied customer Marilyn Suttle

How Better Customer Relationship Management Can Increase ROI

ClientSuccess

If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI?

Customer Relationships and Moments That Matter

CX Journey

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter. How do you achieve relationship status with your customers? B2B customer experience

Meditation on Customer Relationships & Experiences

Maz Iqbal

One might think by now that we would have figured out what makes for great customer relationships & experiences. Here’s what comes up for me: One does not create/build, nor manage customer relationships That’s … Continue reading "Meditation on Customer Relationships & Experiences". CRM Customer Experience Customer Loyalty customer experience customer loyalty customer relationships

Begin Cultivating the Long-Term Customer Relationship

Customer Bliss

Customers are assets to be cared for and nurtured. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. Beloved companies believe their customers and employees. A beloved company gets rid of the extra rules, regulations, and policies; they eliminate the barriers between customers and employees.

3 ways of calculating the ROI of customer relationship intelligence

Alida

Calculating the ROI of ongoing customer engagement is easier than you think. The key is to follow practical frameworks that tie the insight you get from customer relationships to measurable business results. At the Customer Intelligence Summit , three customer-led companies shared how they are making ROI measurement a reality. Based on the examples provided by the speakers, here are three feasible ways of determining the business impact of customer intelligence.

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Part 2: Helping Companies Build Stronger Customer Relationships

Team Support

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. The future is also about Customer Success. Customer Service Trends Customer Success

Part 3: Helping Companies Build Stronger Customer Relationships

Team Support

The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2.

Part 1: Helping Companies Build Stronger Customer Relationships

Team Support

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. Managing customer relationships, on the other hand, has been incredibly challenging.

Customer Relationship Quality

Peter Lavers

Amongst all the predictions and forecasts that you’ll read as we enter 2019, here’s one that I’m 100% certain will be spot-on for B2B companies this year: The quality of your customer relationships will directly impact your profits in 2019. Most B2B companies measure customer satisfaction or NPS. I would assert that in today’s complex and often commoditised B2B environment we must dive deep into long-term trust and commitment in customer and intermediary relationships.

Managing Customer Relationships, One at a Time

MaritzCX

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the. View Article. Automotive

Managing Customer Relationships, One at a Time

MaritzCX

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the. View Article

Managing Customer Relationships, One at a Time

MaritzCX

This post was co-written by Randy Brandt, senior vice president of customer experience, and Lorenzo Introna, vice president of product development at Maritz Research. In last week’s blog, we shared results of the 2014 Voice of the Customer Challenges and Practices Survey recently conducted by Maritz Research. We suggested that one way organizations can get the. View Article

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship

Totango

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. You can increase both customer satisfaction and customer delight as your clients feel well-engaged and cared for. .

Grow Customer Relationships: Strategies for Long-Term Success

Totango

The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time. Nurture Every Customer Equally.

Why You Should Focus on Nurturing the Customer Relationship

Totango

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers. Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. Invest in Current Customers .

Amazing! Customer Relationships are Like Marriage

Beyond Philosophy

Organizations love to talk about building relationships with customers. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? These are not the kinds of relationships I want to be a part of! Building lasting business relationships isn’t rocket science. It’s really the same as building relationships in your personal life. Here are six principles that you can apply to your relationships with customers.

Uplight’s Second Year: Customer Relationships, Innovation, and Partnerships

Uplight

The post Uplight’s Second Year: Customer Relationships, Innovation, and Partnerships appeared first on Uplight.

Reciprocity – The capital “R” in customer Relationships

MaritzCX

When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from. View Article. General

Reciprocity – The capital “R” in customer Relationships

MaritzCX

When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from. View Article

Reciprocity – The capital “R” in customer Relationships

MaritzCX

When I look at my mailbox fill up, the messages I almost always read are the ones that are relevant and provide value to me. The rest go into the Junk Mail folder. I have even set it up with an automated filter that filter out the providers that have proven to be valuable from. View Article