Lumoa

JANUARY 19, 2023

Pro tip : If your customer journey is mostly digital (e.g., Roles and Structure The titles and the structure you will be giving to your CX team will of course depend on the size of it, and ultimately on the size of your organization. website, apps, etc.), you may want to consider looking for people with relevant skills and experience.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Vistio

JANUARY 13, 2022

I think that’s going to be what I’m going to be jumping into, but of course, doing some of the marketing still in terms of the thought leadership, speaking and writing. There’s the CRM there. I feel like that’s still such a gap for most organizations, that centralized voice of customer or capability.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I think that’s going to be what I’m going to be jumping into, but of course, doing some of the marketing still in terms of the thought leadership, speaking and writing. There’s the CRM there. I feel like that’s still such a gap for most organizations, that centralized voice of customer or capability.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. Q: What are your thoughts on a Customer Success Operations role to help team efficiencies, processes, adoption, and accountability? I believe the human element is critical.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability. 18) Use CJM, UX, DX, CRM, etc.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? You want to include those kinds of metrics, besides the usage, of course.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability. 18) Use CJM, UX, DX, CRM, etc.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. For that reason I would score it a 6 which is, of course,100% worse than a score of 9 in NPS maths.

Consulting 135

Consulting Consulting Metrics Feedback 135

Netomi

JUNE 18, 2023

Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Answer Dash

APRIL 16, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Imagine the impact this has on customers, especially when programs are managed separately for each solution the customer buys.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76