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The Most Unlikely Source Is Blocking Contact Center Transformation

CX Global Media

The quality of leadership is one of the most important predictors of an organization’s future success (Peterson, Walumbwa, Byron and Myrowitz 2009). According to the 2018 “Annual Learning & Development Benchmarking” report from Toward Maturity, organizations are in a dire position.

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Marketing Operations Defined for Wikipedia, Part I

ClearAction

The rise of the MO function was first observed by analyst firm IDC in its annual Tech Marketing Benchmarks study early in 2005, with industry guidance in the form of a detailed analysis and framework for the staffing requirements and responsibilities for this role’s contribution to the marketing organization.

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Customer Experience Articles

ClearAction

1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. 2 2009 Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand, Aberdeen Group. 3 2009 Customer Experience Management Benchmark Study, Strativity Group. 4 2010 State of Customer Experience, Forrester Research.

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Retail Consumer Trends and Real-Time Feedback: Monitoring How Price Hikes Impact Market Sentiment

Lumoa

Experts believe that the modern retail industry will follow a similar pattern as it did during the 2009 recession. Analyzing how consumer sentiment changes over prolonged periods is crucial not only to evaluate the impact of seasonality, but also to set a benchmark and measure your improvements.

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What impact is your Customer Success team having?

Amity

Since 2009, the popularity of customer success has increased 800%. • Benchmarks for Customer Success. For some departments measuring success using external benchmarks is an effective way to get ahead of your competition. In this article, Sabrina Bozek explains why internal benchmarks are better suited for Customer Success.

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What’s the Deal with Air Canada?

Fonolo

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K.

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Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity

ChurnZero

They didn’t really exist in mass during 2008 and 2009, so we’ve never really seen it. To find out how you rank against your peers based on SaaS retention benchmarks from SaaS Capital and Software Equity Group, watch the webinar on-demand. It’s important in a lot of different ways. Customer Success Around the Web.

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