Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Stop for a moment and imagine a customer journey map in your mind. If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. .

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

Customer Bliss

MAY 16, 2017

Milista Anderson is currently the Chief Customer Experience Officer of FIS Corporate and Digital Solutions. Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. ” What Is Customer Experience?

Chief Customer Officer 0

Chief Customer Officer Financial ROI Insurance 0

Influitive

MAY 15, 2015

If you were to ask a group of community managers what keeps them up at night, you’d likely hear the same two or three concerns at the top the list: engagement , lack of resources and, of course, ROI. Don’t forget customer satisfaction & feedback. The problem is, many B2B community managers are unsure about how to get started.

ROI 61

ROI B2B Roadmap Metrics 61

Kustomer

APRIL 13, 2022

Great customer service is paramount for every customer-facing business. Online customer service can be challenging because of the lack of face-to-face interaction, but the fundamentals remain the same. You need to keep your customers happy by delivering a consistently excellent service experience.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

C3Centricity

APRIL 2, 2018

A more recent study by BCG and GRBN resulted in an Invest in Insights Handbook to help organisations report on the ROI of the insights function. They found that those who measure their ROI have found a seat at the decision table, increased budgets, and more control. Customer profiles. Customer retention and churn rates.

Marketing 175

Marketing Handbook ROI Social Media 175

ClientSuccess

OCTOBER 19, 2021

While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn. Although not all customer churn is avoidable, some common churn reasons can be expected and recognized. Here are some common customer churn reasons broken down into four quadrants: Expected + Unavoidable.

eBook 59

eBook ROI Customer relationships Financial 59

Oracle

DECEMBER 21, 2020

The Apex Award for Best Overall Customer Experience. The Upshot Award for Best Demonstrated ROI (Marketing). The Omni Award for Best Omni-Channel Experience (Marketing, Sales & Service). The Thinker Award for Best Innovation in CX (Sales). The Upshot Award for Best Demonstrated ROI (Sales).

Omni-Channel 76

Omni-Channel ROI Innovation Video 76

Oracle

MARCH 23, 2018

But now, CPQ solutions have evolved to become easy to use, easy to implement, and instrumental in achieving high levels of productivity and ROI. Today’s CPQ market consists of companies in various industries such as insurance, automotive, travel, and financial services, who use the tool to achieve high levels of ROI.

Automotive 97

Automotive ROI Software System 97

Amity

MAY 5, 2017

Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s roots are in sales starting with a named account position at Monster Worldwide where she grew revenue from $5M to $25M in five years.

Tips 73

Tips ROI Software Measurement 73

SuiteCX

JANUARY 16, 2019

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? MicroCX Customer Strategy. First – Minding!

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM — there’s that acronym — IS the management of customer communications, but it’s more than that. For you, the customer, yes.

Communication 59

Communication Management Telecommunications Self Service 59

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM – there’s that acronym – IS the management of customer communications, but it’s more than that. For you, the customer, yes.

Communication 59

Communication Management Telecommunications Self Service 59

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful. Minimizing churn.

Customer Success 52

Customer Success Management Comparison Metrics 52

ChurnZero

MAY 17, 2019

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Presenter: Mikael Blaisdell, Executive Director, The Customer Success Association.

Customer Success 64

Customer Success ROI Sales Groups 64

inmoment

JANUARY 21, 2020

A CX charter is a set of statements about a company’s aspirations and its customer journey. If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Step 2: Audit Your Customer Journey. Don’t have a CX charter?

Customer Experience 52

Customer Experience Roadmap Customer Journeys Touchpoint 52

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. So we asked 10 experts the following questions to learn more about how they collect and prioritze customer feedback: What are some of the effective ways you collect feedback?

Feedback 117

Feedback Roadmap ROI Case Study 117

CSM Practice

JANUARY 13, 2021

“It costs five times as much to acquire new customers than it does to keep existing ones” is a saying that only begins to scratch the surface of why renewals are so important. In the SaaS world, where revenue generation and business growth depends on the customer’s decision to renew, the customer renewal process demands even more attention.

How To 98

How To Self Service Touchpoint Customer Centricity 98

Gainsight

APRIL 2, 2021

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. So when a Customer Success leader, as one of OUR clients, tells us about how different they are, it’s reasonable to be a bit skeptical.

Customer Success 52

Customer Success Handbook Software Groups 52

Education Services Group

JUNE 24, 2022

How many times have you watched customers churn early because they (or you) discover your product or service doesn’t actually solve for their business case? How many times have you seen customers stall or hesitate to adopt and you don’t understand why? It’s more than ROI. It’s more than enabling customers to use your product.

Customer Success 98

Customer Success Net Promoter Score ROI Customers 98

SurveySparrow

JANUARY 18, 2022

An executive summary, as the name suggests, is a summary condensing a larger document with all its details, takeaways, and analysis. In simple terms, it gives the readers a gist of what they’ll find in the document. A well-written executive summary grabs readers’ attention and quickly tells what they’ll find in the document.

How To 59

How To Analysis Financial Advertising 59

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Sales Enablement.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

SmartKarrot

JUNE 20, 2023

Role: Customer Success Manager Location: United States (Remote) Organization: Liquid Web As a Customer Success Manager, you’ll ensure that customers receive more value from your offerings by engaging in onboarding activities. Promote customer retention and revenue growth within the current/assigned account base.

Customer Success 19

Customer Success Case Study ROI NPS 19

BirdEye

APRIL 4, 2023

It also shows how much money you expect to bring in from sales or investments during that same period. The next step is to estimate the expected sales volume across various product lines or services the company offers. These budget types and templates are a helpful starting point for an organization to construct a custom budget.

Financial 98

Financial Resources Sales Insurance 98

CustomerSuccessBox

APRIL 6, 2022

Processes are king in the field of customer success. Many customer success teams rely on a systematic approach to get everything done during the day. They ensure that nothing important for particular customers falls between the cracks. The solution is to drive those ‘aha’ moments with customer success.

Customer Success 52

Customer Success How To Conference Customers 52

CSM Practice

AUGUST 26, 2019

A while back, I sat down with Paul Piazza for a fireside chat at one of our PulseLocal Silicon Valley Customer Success event series. At that time, Paul Piazza had already had multiple Customer Success systems deployed and configured. Ultimately, that change in behavior is what delivers your ROI. What are they?

System 49

System Customer Success Net Promoter Score ROI 49

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Ecrion

JUNE 12, 2018

Customer communications management … it’s just the management of customer communications. So, then, what is customer communications management? At its core, CCM – there’s that acronym – IS the management of customer communications, but it’s more than that. For you, the customer, yes.

Communication 40

Communication Management Telecommunications Self Service 40

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

If you’re trying to make a business case that your organization should focus its customer experience investments in post-sales support, then you’d want to create a journey map that compares that part of the end-to-end journey with other high-level phases. In the journey manager role synonymous with that of a customer success manager?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

BirdEye

APRIL 3, 2023

A business plan is a document that outlines the goals and objectives of a business, as well as the methods used to achieve them. Depending on the length and scope of the business plan, the document may expand and elaborate on the details of these key elements. You will learn more about your customers and competitors.

Examples 52

Examples How To Financial Analysis 52

inmoment

JANUARY 21, 2020

A CX charter is a set of statements about a company’s aspirations and its customer journey. If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Step 2: Audit Your Customer Journey. Don’t have a CX charter?

Customer Experience 40

Customer Experience Roadmap Customer Journeys Touchpoint 40

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

Magellan Solutions

AUGUST 6, 2021

Furthermore, outsourcing staff leasing service to a BPO company guarantees an average annual return on investment (ROI) of 27.2%. Having this high rate of ROI has a business growth of 7% to 9% faster than those who do not outsource PEO. Having a faster DSO ensures that payment from customers will come in on time.

Social Media 52

Social Media Call Center Financial Banking 52

Ecrion

NOVEMBER 2, 2018

Most businesses require the aid of customer communications management , or CCM software, to handle large volumes of customer documents. Create Personalized, Targeted Communications Many companies have issues when it comes to customer information. Multiple Delivery Methods Times have changed, but has your company?

Software 49

Software Omni-Channel Communication ROI 49