CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. 6 examples include successful customer-centric companies.

Customer centricity 98

Customer centricity Feedback Personalization Sales 98

Kapta Customer Success

JUNE 21, 2022

Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes.

Accountability 98

Accountability Management Customer centricity Metrics 98

Anexa BPO

MARCH 22, 2023

Today’s brands focus on many customer-centric terms – one of the most recent (and misunderstood) is “customer success”. Although it’s understandable to assume that this factor is the same as “customer satisfaction”, the two concepts are, in fact, not interchangeable.

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 98

Customer centricity Sales SaaS Accountability 98

Kapta Customer Success

MAY 9, 2022

Developing a strong key account management team can be a significant asset for your business. But strategic and key account management teams won't just emerge from your sales and AM department fully formed and ready to grow revenue or build multi-year client relationships. Ultimately, it requires proactive training.

Accountability 98

Accountability Management Customer centricity Sales 98

Beyond Philosophy

JANUARY 25, 2024

It’s essential that these accounts the salespeople bring in get service from the customer service team, and clear invoices from the accounting team, and excellent accuracy from the shipping team, and so on. It is essentially a call for all of us to be more customer-centric in our ways. It can be a home run.

Customer Experience 195

Customer Experience Customer centricity Finance Sales 195

Beyond Philosophy

NOVEMBER 30, 2023

That would leave one group with a customer-centric mindset and the rest without one. Therefore, everyone in the organization has to embrace the customer-centric mindset—even those who never interact directly with a customer. Suppose an account manager lands a new account. You’re not a law firm.

Finance 195

Finance Customer centricity Accountability Technical Support 195

Russel Lolacher

MARCH 2, 2022

Annette Franz , and that new book is Built to Win: Designing a Customer-Centric Culture that Drives Value for Your Business. I’m extremely excited to further learn from her and, I have no patience, so we had a discussion about what it takes to build a customer-centric organization that I wanted to share with you.

Customer centricity 59

Customer centricity Accountability Enterprise Sales 59

Tethr

JULY 15, 2020

Customer-centric decision-making should be the basis of all operational decisions. The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling).

Customer centricity 66

Customer centricity Employee engagement Surveys Sales 66

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. What is Customer-Centric Growth? 5 Best Practices for Customer-Centric Growth.

Customer centricity 71

Customer centricity Best practices Upselling Enterprise 71

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. If not, make it a habit to address the fifth root.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

NobelBiz

NOVEMBER 9, 2021

The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. So, how can you put a Customer-Centric approach into action? Are you a customer-centric or customer-oriented contact center?

Customer centricity 52

Customer centricity Contact Center Brand ambassadors CRM 52

Tethr

JUNE 23, 2020

Brands that take extra measures to make customers feel heard and understood during every encounter (from web copy to email drips to service interactions) foster a customer-oriented approach throughout the entire customer journey. Here are some ways to ensure your business is delivering a customer-centric experience.

Customer centricity 64

Customer centricity Customer advocacy Surveys Sales 64

ClearAction

DECEMBER 16, 2017

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. There’s a myth that talking often to your customers (sales, service, surveys, etc.)

Customer centricity 63

Customer centricity Finance Engineering Customer retention 63

TechSee

SEPTEMBER 20, 2018

This would have resulted in an unnecessary expense for the company and a negative experience for the customer who would have remained without Internet until the technician arrived a few days later. Many of today’s customer-centric companies take an omni-channel approach, supporting multiple channels of customer engagement.

Customer centricity 104

Customer centricity Contact Center Call Center Self service 104

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Customer centricity 54

Customer centricity Wait times Accountability Best practices 54

Totango

DECEMBER 8, 2020

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. .

Accountability 92

Accountability SaaS Best practices Enterprise 92

Peter Lavers

JULY 6, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Business to Business. B2B is much more about long-term relationship quality.

Customer centricity 100

Customer centricity B2C B2B Engineering 100

ShepHyken

JUNE 7, 2021

Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. I love the formula: Customer-Centric Mindset + Happy Employees = Company Success.

Customer Service 332

Customer Service Customer centricity Government Upselling 332

Peter Lavers

JULY 28, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.

Customer centricity 100

Customer centricity Finance CRM Metrics 100

Totango

SEPTEMBER 19, 2019

Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product. Customer feedback. Support tickets.

Customer centricity 59

Customer centricity Best practices Metrics Accountability 59

Steve DiGioia

JUNE 26, 2023

All in the hopes of sharing with others their best theories to separate your business from the competition and to make your customers feel loved and appreciated. Serving our customers should be easy. How to Create a Customer-Centric Culture They come to our business with money in hand and are willing to part with it.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? What is Customer Centricity? Why Is Customer Centricity Important to Your Business?

Customer centricity 52

Customer centricity Sales SaaS Accountability 52

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer centricity 48

Customer centricity Surveys Accountability Feedback 48

Peter Lavers

AUGUST 5, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. Also make every senior manager spend time at the “coal face”.

Customer centricity 100

Customer centricity outsourcing CRM Accountability 100

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

PeopleMetrics

OCTOBER 28, 2020

What Does It Really Mean To Be "Customer-Centric?". Most companies say they’re “customer-centric,” but what does that actually mean? How can you take “customer-centric” from a vague marketing statement to company-wide mindset shift? Discover our award-winning Customer Experience (CX) blog: [link].

Customer centricity 48

Customer centricity Surveys Accountability Feedback 48

Amity

JUNE 24, 2018

This is where customer-centric thinking plays a critical role—it ensures that your customers are at the front of your organization from product development to the post-sales process. Customer-centric thinking gives customers a positive experience that will bring value to both the vendor and the customer.

Customer centricity 79

Customer centricity Education SaaS Feedback 79

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer centricity 45

Customer centricity Feedback Finance Upselling 45

360Connext

OCTOBER 16, 2017

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. ” the letter asks them to not extend the original 6-week timeline publicized. This letter shows just how deep this customer-centric culture runs.

Customer centricity 89

Customer centricity Consulting Consulting Customer Experience 89

ClearAction

DECEMBER 12, 2017

Customer Centric Service Design Lynn Hunsaker. Imagine the power of pictorially summarizing your customer survey results so that stakeholders can understand possible customer experience improvements within 10 minutes! Business processes affecting the customer’s steps and issues are shown in the Process row.

Customer centricity 54

Customer centricity Feedback Surveys Accountability 54

aircall

SEPTEMBER 17, 2021

Account Executive Sheldon Brady was the first employee in APAC. Localizing pivotal roles in the business became our secret ingredient, a catalyst that has driven growth in this region and success for our customers. Sheldon Brady, Sr Account Executive & Team Lead, Aircall. So what’s next?

Customer centricity 62

Customer centricity Accountability Sales Marketing 62

360Connext

OCTOBER 16, 2017

It’s the most customer-centric thing you might read today! When an organization truly embraces the idea of customer-centricity , amazing things can happen. ” the letter asks them to not extend the original 6-week timeline publicized. This letter shows just how deep this customer-centric culture runs.

Customer centricity 72

Customer centricity Customer Experience Accountability 72

NobelBiz

NOVEMBER 2, 2020

This is not new information in the industry and the idea of a customer-centric call center has been around since the early 2010s. DOWNLOAD THE FREE E-BOOK HERE So, let’s take a good look at what it really means to adopt a customer-centric approach and why monetizing should be placed second on your list of priorities.

Customer centricity 52

Customer centricity Call Center First call resolution Scripts 52

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture.

Customer centricity 235

Customer centricity Metrics Analytics Marketing 235

Kayako

JANUARY 24, 2018

I’d purchased flights through a popular comparison site only to find double charges in my bank account. I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Customer support works better as a team sport.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83