CSM Magazine

MARCH 24, 2022

For retail business, the customer journey extends far beyond the initial sales engagement. As customers are taking more control of their own service requests through customer portals, retailers can use the opportunity to engage in sales opportunities. Increase service and revenue opportunities. About the Author.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

Amity

MARCH 26, 2018

In 2004, Salesforce came up with the Customer for Life program, and set the foundation for all of the reasons we are so focused on Customer Success today. A good way to prevent these 20% from spreading to 50% is to implement strong processes at the personal, team, and organizational level. Following Ill-Fitted Processes.

SaaS 83

SaaS Upselling Accountability Sales 83

Horizon CX

JANUARY 6, 2020

I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally.

Airlines 40

Airlines Surveys Education Management 40

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98