Lumoa

JUNE 14, 2023

Even the CEO is known to take customer service calls every once in a while – talk about customer centricity! Starbucks’ customer service strategy differs from both Amazon and Netflix but is equally noteworthy. Train your Staff to Become Customer-centric How do you create a customer-centric culture?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. Sales, or Customer Success, or Analytics?

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

It is no surprise that discretionary spending practices lead customers to reconsider whether or not they need to renew or expand certain subscriptions. Since most SaaS companies started after the 2008 financial crisis, this is the first test of the sustainability of the model during the crisis. Sales, or Customer Success, or Analytics?

SaaS 71

SaaS Upselling Accountability Sales 71

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. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98