ClearAction

APRIL 13, 2023

The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Minding the gap is the ultimate purpose of a CCO.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

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. Link customer success to employee incentives and compensation programs. Follow Kirsti. Join ECXO today.

Customer Centricity 119

Customer Centricity Culture Tips Company 119

One Millimeter Mindset

FEBRUARY 6, 2019

Tomorrow’s workforce profitability strategy focuses on employee interoperability across functional roles and departmental silos. Consider the impact on this model on employee experience. Employees understand how what each one of them “does” adds value to what everyone else “does.” Subscribe to my blog.

Strategy 74

Strategy Customer Retention Guidelines Communication 74

SmartKarrot

DECEMBER 2, 2020

Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses. Catherine Blackmore, GVP, Customer Success, Oracle Marketing Cloud. Source: Pexels.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

SmartKarrot

FEBRUARY 15, 2021

Role: Vice President, Customer Success Location: San Francisco, CA, US Organization: Aria Systems As a Vice President of Customer Success, you will understand customers’ business strategy and identifying opportunities to expand their use of Aria’s billing platform. Customer retention and growing key accounts.

Customer Success 10

Customer Success Customer Retention Training Sales 10

One Millimeter Mindset

DECEMBER 5, 2018

Do you identify who the relentlessly curious employees are in your organization? 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.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

One Millimeter Mindset

MARCH 7, 2019

Do you retain employees as a critical part of your customer retention strategy? Or, are your (especially) front line employees considered to be disposable? Do I need to tell you I had one of the highest customer retention rates, year over year? Regardless of the size of your organization, retain employees.

Customer Retention 68

Customer Retention Sales Leadership Training 68

SmartKarrot

JULY 27, 2020

Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Customer success blogs have a lot to do with customer success software and customer success association.

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

One Millimeter Mindset

MAY 13, 2019

Leaving these biases unaddressed creates lousy employee experience. Connecting these dots, when employees feel disenfranchised from one another, their experience and success suffer. Ultimately, customer experience reflects this scenario as customer success and customer retention also are impacted.

Communication 61

Communication Employee Experience Customer Retention Industry 61

One Millimeter Mindset

APRIL 18, 2019

My advice: If you add selling pressure to service team functionality, set these teams up for success. Selling pressure negatively impacts both employee experience and customer experience. . As a result, selling pressure causes service teams, unintentionally, to fall short in serving and retaining customers.

Banking 65

Banking Sales Customer Retention Training 65

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

One Millimeter Mindset

MARCH 18, 2019

With them, and for them, on behalf of better serving each other and your customers. What type of employee and stakeholder experiences do you create? Let alone experiences leading to customer success and customer retention?

Customer Retention 72

Customer Retention Communication Culture Meeting 72

Gainsight

JUNE 2, 2022

One of the best parts of the in-person experience of Pulse is the caliber of speakers that are present to share their knowledge and expertise with us all. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. We are about product-led growth.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Education Services Group

SEPTEMBER 29, 2020

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Political tug of war over revenue, CS cleaning up ‘bad-fit’ customers, sales running out of referenceable clients from less-than-ideal delivery scenarios. Absolutely.

Sales 52

Sales Case Study Study Customer Success 52

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

One Millimeter Mindset

MAY 30, 2019

You will discover all of the internal and external stakeholders who touch that contract and, as a result, touch the customer. When these stakeholders become part of your pre- and post-sale customer success and retention team, everyone’s insights change because priorities are expanded. Not only that.

Communication 61

Communication Feedback Employee Experience Customer Success 61

One Millimeter Mindset

MAY 22, 2019

Rate your employees’ experiences within your workplace service culture. First, are employees more focused on serving themselves, their managers, each other? Next, do their actions allow them to best serve your customers? What customer-focused opportunities are overlooked?

Culture 63

Culture Leadership Employee Experience Resources 63

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur. Through hyper-growth SaaS companies, Ellie developed a fascination with the customer. Realizing the impact and the translated value for an organization, she created PictureCS (CliffsNotes for Customer Success Best Practices).

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

One Millimeter Mindset

JUNE 6, 2019

Functionally, these colleagues are responsible for customer success and retention throughout each customer’s lifecycle. Babette Ten Haken’s One Millimeter Mindset® Storytelling Programs leverage storytelling for STEM professionals and left brain thinkers to catalyze employee and customer success and retention.

Customer Expectations 70

Customer Expectations Sales Connections Customers 70

One Millimeter Mindset

APRIL 15, 2019

Intentionally, or not, this cultural model has a devastating impact on employee and customer experience, as well as customer retention. As a prospective customer, I already anticipate the story of how your functional silos and hierarchical mindset are going to play out.

Customer Confidence 15

Customer Confidence Customer Retention Customers Communication 15

ClearAction

AUGUST 6, 2019

Sales Enablement: Information from journey and persona research helps Sales to put themselves in customers’ shoes and understand what customers need. Marketing creates content and training for Sales and Customer Success teams to use with customers in sales calls and in quarterly business reviews.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

One Millimeter Mindset

AUGUST 28, 2019

Babette Ten Haken’s One Millimeter Mindset® Storytelling Speaking Programs leverage storytelling for STEM professionals and left brain thinkers to catalyze employee and customer success and retention. Find out more about Babette’s professional story here. Her playbook of communication hacks, Do YOU Mean Business?

Customer Success 62

Customer Success Communication Data Company 62

One Millimeter Mindset

MAY 23, 2019

Babette Ten Haken’s One Millimeter Mindset® Storytelling Speaking Programs, Workshops and Facilitation Services leverage storytelling for STEM professionals and left brain thinkers to catalyze employee and customer success and retention.

Leadership 70

Leadership Conference Innovation Culture 70

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

One Millimeter Mindset

JUNE 5, 2019

Babette Ten Haken’s One Millimeter Mindset® Storytelling Programs leverage storytelling for STEM professionals and left brain thinkers to catalyze employee and customer success and retention. Never miss another insightful post.

Travel 68

Travel Communication Innovation Customer Experience 68

One Millimeter Mindset

FEBRUARY 4, 2019

Fostering a culture of team-based storytelling focuses on small, seemingly inconsequential, decisions and actions which make a big impact on customer experience and customer success. To learn more about my storytelling workshops, click on this link. As a result, they dismiss the significance of their stories, as well.

Customer Experience 12

Customer Experience Guidelines Resources Customer Retention 12

One Millimeter Mindset

AUGUST 4, 2020

By now you probably have pandemic stories to tell. Most likely due to the ubiquitous impact of the current health scenario on how we work (and where, when, why, if). How has the pandemic fueled not only your own professional delivery of client-focused solutions?

Innovation 118

Innovation Leadership Communication Tools 118

One Millimeter Mindset

SEPTEMBER 10, 2020

Are you too professionally tired? Especially as you continue to ride the 2020 roller coaster of uncertainty and ambiguity. Realize that you are not alone. You have lots of company. Of course you are competent, capable and resilient! No doubt about it. Also, you are great at showing up and working hard. You know the drill: carrying on carry on.

Leadership 89

Leadership Course Meeting Communication 89

One Millimeter Mindset

JUNE 11, 2020

Imagine yourself on the ocean, coming into port during a dark and stormy night. You chart a course toward port, using the same tools and logic system you originally learned. Doing your job the same way you have always done your job. You never think to ask yourself whether your professional confidence has grown into professional complacency.

Course 89

Course Industry Communication Tools 89

One Millimeter Mindset

MARCH 25, 2019

Transactional relationships fall short on creating the aggregated customer experiences which drive customer success. Transacting business sells both you and your customers short. Because she was focused on transacting business, not building business that would stick.

Customer Experience 12

Customer Experience Sales Customer Retention Meeting 12

One Millimeter Mindset

MARCH 17, 2020

Simple, extraordinary storytelling is generating right now. Well, here we all are. Dealing with an unprecedented health scenario which impacts absolutely every aspect of our lives. These, indeed, are extraordinary times. In fact, these times will permeate the stories we tell for the rest of our lives.

Connections 81

Connections Sales Communication Metrics 81

One Millimeter Mindset

FEBRUARY 20, 2019

Executing an internal stakeholder experience program includes all employees. Because they all are critical to creating the aggregated customer experiences responsible for customer success and retention. Ultimately, leveraging internal stakeholder experience is a potent human capital strategy.

Customer Experience 14

Customer Experience Communication Groups Strategy 14

Bold360

DECEMBER 1, 2016

. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. That being said, the vast majority of CRMs are perfectly suited towards customer retention.

Software 40

Software Customer Experience Company CRM 40