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

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. While everybody says they’re focusing on customer satisfaction and customer experience, most are actually prioritizing sales. The answer to that is quite simple: priorities.

Customer centricity 52

Customer centricity Call Center First call resolution Scripts 52

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

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

DECEMBER 20, 2023

Megan Robbins, Customer Operations Specialist at Kooth Totango also clinched the number two spot in the G2 enterprise usability index for customer success software. All the while galvanizing internal collaboration across accounts and facilitating upsell/cross-sell opportunity and execution to grow our book of business.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

ShepHyken

MAY 28, 2023

In his words: “No stock can escape the daily gyrations of the market, but when you’ve got a great company that knows how to give its customers exactly what they want—and what they need even if they didn’t know it existed—that’s a stock you can buy into market-wide wide weakness.” Can Customers Tell You How to Run Your Business?

Customer Service 162

Customer Service Customer centricity B2C Government 162

Beyond Philosophy

OCTOBER 7, 2021

Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. However, customer loyalty necessitates thinking long term. Unfortunately, it led to the team signing customers up for things they didn’t want. Ask Wells Fargo.

Airlines 434

Airlines Banking Accountability Customer centricity 434

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

Peter Lavers

MAY 11, 2020

Falling sales and profits? Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed! This is a massive challenge for sales and account managers who are primarily “numbers driven”.

Customer centricity 130

Customer centricity B2B Sales Accountability 130

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Amity

AUGUST 30, 2018

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. A key focus for Account Managers (AMs) is building strong relationships with their customers.

Accountability 67

Accountability Management Upselling Customer centricity 67

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

B2B 91

B2B CRM Enterprise Upselling 91

ijgolding

JULY 27, 2016

Back in 1999, I remember being in a meeting where the concept of Find, Win, Keep was first explained to me. Back in 1999, the concept of the ‘customer journey’ did not really exist. However, even then, GE were the masters at understanding end to end ‘processes’ as well as the importance of customer centricity.

Customer centricity 71

Customer centricity B2B B2C Advertising 71

Integrity Solutions

OCTOBER 30, 2019

Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast.

Sales 74

Sales Coaching CRM Technology 74

Horizon CX

FEBRUARY 29, 2024

Too often businesses treat customers with minimum effort which comes across as perfunctory— a superficial and routine interaction that lacks genuine care, empathy, or effort to meet the individual needs and expectations of customers. Root causes of perfunctory service in businesses can often be multifaceted and interconnected.

Morale 52

Morale Customer centricity Upselling Feedback 52

Amity

JANUARY 20, 2017

Companies that don’t want to miss out on the trend of branding themselves as “customer-centric” might consider repackaging an existing team, like Account Management, as Customer Success. A key focus for Account Managers (AMs) is building strong relationships with their customers.

Accountability 72

Accountability Management Upselling Customer centricity 72

Anexa BPO

NOVEMBER 10, 2023

Those who risk it tend to do it poorly, which leaves them in a vulnerable position trying to field questions, including how CX metrics reflect key business results or help a business meet its goals. Contact Anexa today to see how we can support your customer-centric activities. Support your findings with facts.

Metrics 52

Metrics Business Process Outsourcing Benchmark Customer centricity 52

Amity

DECEMBER 18, 2013

She outlined key aspects of Eloqua’s Ideal Customer Experience (ICE) program, “customer bill of rights” and Customer-Centric Organization. Here are 3 key points: Share the Pain – Involve executives from other departments regularly – especially sales, engineering, cloud operations, and product management.

Customer centricity 48

Customer centricity Engineering Accountability Sales 48

CSM Magazine

AUGUST 22, 2019

In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Horizon CX

JUNE 5, 2023

Their primary focus on financial indicators, efficiency, and internal processes can lead to a lack of understanding regarding customer needs, desires, and pain points. This inward focus can cloud their perception of what customers truly value.

Customer centricity 52

Customer centricity Metrics Feedback Surveys 52

CSM Practice

MAY 22, 2020

Base only plan focus CSM on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. There is more individual accountability for performance and CSMs can be enticed to focus their efforts oncore performance objectives.

SaaS 126

SaaS Metrics Accountability Customer centricity 126

Totango

FEBRUARY 6, 2020

Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Access to Customer Data Across Teams. To remain relevant to your customers, you must align your goals with theirs. This begins with gathering customer information from a range of sources.

Enterprise 92

Enterprise Customer centricity Metrics Upselling 92

CSM Practice

MAY 28, 2020

The base only plan focuses on Customer Success Manager on reactive responsibilities, such as customer support and training. It also indicates an overall lack of customer-centricity and KPI clarity for the organization. Some Customer Success Manager salaries may be undeserved for the work given. Number of advocates.

Best practices 126

Best practices Management SaaS Metrics 126

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer centricity 52

Customer centricity CRM Self service Surveys 52

Upstream Works

DECEMBER 6, 2021

One of the biggest drivers of change coming from the top-down is making the entire organization more customer-centric. This has always been the focus of the call center, but to become truly customer-centric, the rest of the company must follow the same ideology. Understand the Impact on CX.

Contact Center 78

Contact Center Customer centricity Call Center Sales 78

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? If your organization doesn’t have a customer-oriented culture right now doesn’t mean you can’t create one over time.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

ChurnZero

JANUARY 18, 2024

Hence, the the role of a chief customer officer (CCO) which we define this way. What does the chief customer officer role encompass? A chief customer officer is an operational role responsible for all customer-facing activity post-sale. Champion a customer-centric culture throughout the company.”

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

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. Highlight trends.

Customer centricity 72

Customer centricity Metrics Enterprise Feedback 72

ChurnZero

JUNE 14, 2023

Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” ” When times are challenging, and the sales pipeline slows, the disparity between the cost to acquire and retain customers tends to grow.

Finance 52

Finance Surveys Sales Customer centricity 52

Integrity Solutions

OCTOBER 30, 2019

Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like. Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast.

Sales 40

Sales Coaching CRM Technology 40

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Before the ink dries on the sales contract, the groundwork for risk mitigation should commence.

Accountability 10

Accountability Management Customer advocacy Customer centricity 10

CSM Practice

JANUARY 13, 2021

Some of the renewal management challenges for many businesses include : Lack of a customer-centric approach. Too many customers for current headcount. For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation.

SaaS 98

SaaS Customer centricity Accountability Education 98

JustCall

AUGUST 7, 2023

But did you know that you could also use conversational AI for sales? In fact, the strategic use of AI in sales and marketing can automate the entire value chain and make businesses even more profitable. What is Conversational Sales? Conversational AI can embody these characteristics to engage customers more meaningfully.

Chatbots 52

Chatbots Sales Surveys Upselling 52

Peter Lavers

JULY 24, 2020

We need to be like this in our businesses – and not just the sales data! B2B consolidation – your customers are changing. Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months.

B2B 130

B2B Accountability Marketing Sales 130

Totango

FEBRUARY 6, 2020

Focusing on these customer success factors will help you operationalize customer-centricity across your enterprise. Access to Customer Data Across Teams. To remain relevant to your customers, you must align your goals with theirs. This begins with gathering customer information from a range of sources.

Enterprise 62

Enterprise Customer centricity Metrics Upselling 62

CSM Magazine

DECEMBER 13, 2023

Recognizing and closing these gaps is important to enhance the overall customer experience. Not Meeting Customers’ Expectations Meeting customer expectations is crucial for maintaining customer satisfaction and loyalty. You just have to balance sales efforts with a customer-centric approach.

Customer Service 52

Customer Service Upselling CRM Employee engagement 52

TeamSupport

MARCH 23, 2021

You need to build strong relationships with multiple people in your account and provide them with personalized solutions. These customers are tech-savvy, data-obsessed, and have their own customers. Build a strategy that’s customer-centric and supportive in nature.

B2B 105

B2B Customer Support Self service Big data 105