TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. ChurnZero is proud to be a Gold sponsor of the event.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Totango

AUGUST 23, 2017

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking. What will customer-centric organizations do?

Customer centricity 64

Customer centricity Benchmark Education Analytics 64

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Most Customers prefer to talk to people, not recordings.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? spend over $70 billion on sales training every year. As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training.

Best practices 62

Best practices Sales Call Center Coaching 62

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ijgolding

DECEMBER 3, 2014

Over the last few months, I have had a number of conversations with people in my networks about the challenges being faced by the traditional professions – predominantly law and accountancy. These industries are often populated by businesses who THINK they are already customer focussed. It is all about the weekly sales figures.

Customer centricity 90

Customer centricity Customer Experience Customer retention Sales 90

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. In the U.S.,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. Creating Customer Centricity Within the Organization.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. One of the main themes of the 2-day virtual event was customer centricity. Your customers remain your greatest asset and it’s more important than ever to be close to them. Key takeaways: 1.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Use of sticky features.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CustomerSuccessBox

APRIL 6, 2022

Delivering an “aha” moment to a customer entails going the additional mile or going out of your way to express your gratitude and acknowledge the importance of your customer. This does not imply joining a conference call a few minutes early. Customizing Customer Engagement, Conversation, and Collaboration.

Accountability 52

Accountability Customer centricity Personalization Analytics 52

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Follow Adrian on Social Media: Twitter: Adrian Swinscoe (@adrianswinscoe).

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

InGenius

DECEMBER 19, 2019

The InGenius team held our first Virtual User Conference, for customers and for partners, sharing business updates along with product roadmap and success updates. A key feature of the UplandOne engagement model, it was highly attended, and a recurring opportunity for customers to understand what it means to be an Upland customer.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . Congratulations to our Customer Success Visionary Award winners: Best Customer Focus – SAP.

Customer centricity 54

Customer centricity Entertainment Enterprise Best practices 54

ClearAction

OCTOBER 12, 2022

Sales Velocity is another key to LTV. It is the cycle between (a) customer awareness of a need to buy from you and (b) getting money in your bank account. Sales Velocity is influenced in this order, from bottom to top of this list: MRR (monthly recurring revenue; a customer’s repeat purchases).

Metrics 62

Metrics Management Sales Surveys 62

JivoChat

FEBRUARY 22, 2023

Improved Customer Satisfaction: By partnering with experienced customer service providers with access to advanced analytics and CRM integration tools, businesses can ensure that customers are provided with effective and quick solutions (like a personalized website customer journey for instance) – leading to improved customer satisfaction rates.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

Amity

MAY 5, 2017

Wynne Brown is the Director of Customer Success at Seal for the West and Central regions. Prior to joining Seal, Wynne was the head of Customer Success for GitHub. Wynne’s roots are in sales starting with a named account position at Monster Worldwide where she grew revenue from $5M to $25M in five years.

Customer centricity 73

Customer centricity Sales Consulting Consulting 73

SmartKarrot

AUGUST 17, 2022

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Work with the data analytics and product teams to provide actionable customer insights.

Education 19

Education Upselling Customer centricity Coaching 19

aircall

MAY 21, 2021

Do you know what your customers are looking for in a good customer experience? Do you think that your customers would give you a 5-star rating on every account? You have to do more than read about them, analyze them, and talk about them during a conference call. Sales and profit margins will increase.

Journey mapping 62

Journey mapping Sales CRM Call Logging 62

GetFeedback

JANUARY 6, 2020

The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . While certain people on the buying (customer) side of the B2B relationship sign the purchase orders, it’s a huge mistake to assume they are the most important.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Totally agree.

SaaS 40

SaaS Customer centricity Sales Metrics 40

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” Prior to Gainsight, Kellie led account management and partner management teams at ADP, yet always had a passion for Customer Success. “I

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

CSM Magazine

AUGUST 22, 2019

.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition? SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

SmartKarrot

FEBRUARY 8, 2022

Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand the publishers’ business strategies and measurements for success. Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering.

Upselling 19

Upselling B2B Customer centricity SaaS 19

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Netomi

APRIL 7, 2023

Charlie Cole, TUMI, (former) Chief Digital Officer TUMI is a company now known for being customer-centric. When Charlie took on the role of CDO, he recognized that the company was not executing well on customer-centricity. He sought to give agents a holistic view of customers regardless of the channel they reach out on.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Upselling 98

Upselling SaaS Sales Accountability 98

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. In the 2024 CX West Conference: “The key message from every panel was this: The revenue team that connects the most dots wins the customer.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Spearline

OCTOBER 9, 2019

Internally, we filter those requirements, those questions among our departments so we can satisfy the customers' needs in relation to what we are providing. When a customer comes on board, initially the sales team bring them in, and then we go through a proof-of-concept phase. How do Spearline help their customers?

Analytics 40

Analytics Construction Customer centricity SaaS 40

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. In our coaching study with the Sales Management Association, only about 40% of the managers we surveyed said they are coached by their leaders.

Contact Center 59

Contact Center Coaching Scripts Management 59

Amity

FEBRUARY 2, 2016

Guest speaker, Jocelyn Brown, will discuss challenges that Customer Success teams encounter when their software business grows. She'll discuss difficult decisions related to customer success, account management, and service enablement from her experiences at Oracle (formerly Eloqua). May 10-12 - Pulse 2016 Conference.

SaaS 80

SaaS Education Customer retention Sales 80

Kayako

NOVEMBER 21, 2018

However, oftentimes the only teams that interact with customers are customer service/support and sales. As a result, the rest of the company relies on information from those teams in order to understand their company’s customers. Let your employees go through customer service training.

Banking 48

Banking Marketing Customer Service Customer centricity 48

SmartKarrot

JUNE 15, 2021

Plan and execute client engagements, acting as client escalated point-of-contact for account-related issues and concerns. Improve customer referenceability, deliver case studies and POVs based on implementations. Supporting Awards Manager and Conference Producers with membership engagement.

Upselling 10

Upselling Coaching Customer centricity CRM 10

SmartKarrot

APRIL 30, 2021

Sustain long-term vision of continued organizational growth by developing a Customer Service team that demonstrates itself as an enabler for sales growth. Captures and analyzes trends through customer feedback to develop proactive measures to improve customer experience. Feed into the overall customer experience (i.e

Best practices 10

Best practices Customer centricity Feedback Education 10

SmartKarrot

AUGUST 27, 2020

In short, they can: Exchange customer stories Organize events Expand existing customer accounts Pool customer information to drive strategy formation. The benefits of both teams working together are: Better brand positioning and expanded brand awareness Easier account-based marketing.

Marketing 10

Marketing SaaS Accountability Customer centricity 10