ECXO

OCTOBER 27, 2024

The image was created by DALL·E, and all rights are reserved by ECXO.org. How Customer Success Metrics Are Reshaping the Subscription Economy Introduction The subscription economy has redefined the way businesses operate, moving from one-time purchases to continuous customer relationships. In this recurring revenue model, the success of a company isn’t just about acquiring new customers; it’s about ensuring long-term customer engagement, satisfaction, and retention.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.

Customer Service 83

Customer Service Social Media B2B Chatbots 83

DCX

OCTOBER 27, 2024

Exclusive Newsletter for Premium Subscribers Weekly inspiration, education, and coaching for customer-obsessed leaders. Welcome to this week's roundup of customer experience insights! This week’s lineup is all about the human side of customer experience. These articles show how true CX success starts with people. Whether you're exploring how AI can enhance your team's impact or learning why emotions matter more than you think, it’s all about creating meaningful, memorable experiences

Customer Centricity 52

Customer Centricity Innovation Roadmap Tools 52

Forrester's Customer Insights

OCTOBER 27, 2024

Last week, I attended Basware’s annual customer event in Lisbon. The event focused on sharing the latest product and strategy updates with customers and gathering their feedback on products and user experiences. A recurring theme was Basware’s customer-centric innovation. Here are some noteworthy updates: Advanced Data Analytics and Insights.

Customer Centricity 26

Customer Centricity Analytics User Experience Innovation 26

Advertisement

The AI era isn’t coming—it’s here. But over 70% of AI projects fail before they scale. Why? No strategy. No alignment. No ROI. We worked with a $50M company that wasted a year and half their budget chasing AI pilots with no payoff. Sound familiar? That’s where our four-step transformation system comes in: Assess, Strategize, Execute, Scale. We help you cut through the hype, find what actually moves the needle, and build a roadmap that delivers results.

Roadmap

Brandwatch CX

OCTOBER 27, 2024

We've done the legwork to figure out the best times to post on Facebook to enhance your social media content strategy, complete with insider tips.

Social Media 52

Social Media Tips Strategy 52