Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D., when making decisions.

Customer centricity 207

Customer centricity Banking Enterprise Government 207

Beyond Philosophy

JULY 4, 2016

It is also impacting financial service cultures, as it forces banks to shift from a largely product-centric perspective to a customer-centric one. Others, recognizing the brand equity and perceived value signals this sends, have gone in a more customer-centric direction with branches.

Banking 225

Banking Customer centricity Big data Finance 225

Beyond Philosophy

JANUARY 12, 2015

Philosophy #3: Emotions are a huge part of any Customer Experience, in fact according to our research it accounts for over half of an experience. If you want to hear me talk about the new book please join me on a webinar , which will also give a discount on the purchase. Didn’t Believe Amazon Was Customer Centric Before?

Customer Experience 409

Customer Experience Employee engagement Consulting Consulting 409

ClientSuccess

JANUARY 4, 2021

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. eBook: Implementing Customer Success.

Customer centricity 104

Customer centricity Accountability Metrics Sales 104

Education Services Group

OCTOBER 25, 2022

The fact that existing customers are way more profitable than new customers, they’re more likely to be upsold and [be] more referenceable. The CS leader or Account Management leader needs to figure out the language to speak with this person to get what they’re looking for. Being an .

Marketing 52

Marketing Sales Customer centricity Accountability 52

Beyond Philosophy

JUNE 26, 2015

Once this program began, the team felt more comfortable making decisions for their business with consideration of how it can help the Customer. It was the beginning of their Customer-centric culture. Ricoh believed in a continual commitment to pushing the Customer-centric agenda.

Customer centricity 378

Customer centricity Consulting Consulting Accountability 378

Lumoa

JUNE 28, 2018

During the last 10 years HubSpot has gone far in building a truly customer-centric culture, a fantastic product and the community, that many love and are proud to be a part of. Everyone and everything is customer experience. Scale your company, scale your customer experience management. It’s simple. concludes Michael. "At

Customer centricity 64

Customer centricity Feedback Surveys Finance 64

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. What processes should be put in place to drive customer engagement and adoption.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Beyond Philosophy

AUGUST 4, 2015

They not only hit their numbers, but they also provide an excellent Customer Experience for their accounts. They balance the needs of the Customers and the needs of their organization. The Business Person is the new ideal. They understand what Mackay was saying about people and use it in their everyday approach to business.

Sales 398

Sales Customer centricity Customer Experience Accountability 398

Influitive

MAY 12, 2016

Today’s empowered customers expect the interactions they have with your sales and marketing teams to be highly personalized and relevant—which can make striking up valuable conversations with prospects challenging. That’s one reason why account-based marketing has become a popular strategy in recent years.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. Software that Strengthens Customer Engagement Strategy. Real-time views of customer health.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

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

ClientSuccess

FEBRUARY 15, 2021

As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships. Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. .

Benchmark 59

Benchmark Upselling Accountability Customer centricity 59

ClientSuccess

DECEMBER 28, 2020

Establish customer success as a foundational value of your organization. While CSMs and a customer success department may have ownership over the growth and sentiment of customer accounts, the health of customers is the true responsibility of an entire organization. Webinar: The Cardinal Sin of Client Success.

SaaS 88

SaaS Finance Customer centricity Metrics 88

Talkdesk

DECEMBER 1, 2020

Personalization: How an organization tailors a customer’s experience based on the customer’s profile and objective. Account & Interaction Management: How an organization integrates enterprise systems to collect, maintain and distribute customer information.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Education Services Group

FEBRUARY 10, 2022

The customer-first mantra of the subscription economy isn’t going anywhere anytime soon, but many technology businesses lack the knowledge, experience, or bandwidth to implement customer-centric strategies, so they turn to ESG. Partnered with Customer Success Community platform inSided to co-create content.

Consulting 52

Consulting Consulting B2B Enterprise 52

CSM Practice

MAY 13, 2020

And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric. Apart from downsizing, your customers may have adapted to the situation by changing their business goals.

Best practices 128

Best practices SaaS Customer centricity Finance 128

Totango

AUGUST 5, 2020

Why You Need a Good Customer Engagement Strategy. It is not hyperbole to say that a strong customer engagement strategy could be the difference between success and failure in today’s customer-centric economy. You can also use segmentation to sort customers by how much COVID-19 has affected them and in what way.

Enterprise 103

Enterprise Customer centricity Telecommunications Technology 103

InGenius

DECEMBER 19, 2019

Upland PSA: The future of professional services is customer-centric. As enterprises strive to put the human touch to our digital businesses, the phrase "customer-centric" has become the buzzword of the decade. Investing in our customers. The Upland PSA team has risen to the occasion.

Contact Center 98

Contact Center Customer centricity Enterprise Finance 98

Nicereply

FEBRUARY 2, 2024

Customer Experience vs. Customer Service vs. Account Management While there are similarities with other customer-facing initiatives, you shouldn’t confuse customer success with other similar terms. On the contrary, customer success is proactive and aims to anticipate and solve problems before customers reach out.

Education 59

Education Accountability Customer retention Journey mapping 59

Nicereply

MARCH 16, 2022

Olark is primarily a self-service product and because of that didn’t have a dedicated Customer Success Team. A few of our competitors also offered higher-touch support than what we were offering: phone support, account management, and high touch sales. Our culture gave us the ability to dip our toes into community building.

Sales 111

Sales Customer Experience Upselling Self service 111

ChurnZero

FEBRUARY 28, 2020

But, if you’re using digital communication, you have access to all sorts of “marketing” metrics to better understand your customers’ product and communication engagement. During the webinar, we discussed how to: Leverage email and in-app metrics to track overall customer engagement. Are these at-risk accounts?

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

ClientSuccess

MAY 18, 2021

Plans in advance to host at least three, preferably four Customer Advisory Board meetings a year. . Have a game plan coming out of the meeting for innovation or change that customers can readily hold your team accountable. . Webinar: Why You Need a Customer Advisory Board. Toolkit: Customer Journey Toolkit.

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

ClientSuccess

NOVEMBER 24, 2021

Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences. Today, we’re going to take a look at a fourth customer marketing initiative: engagement. eBook: Customer Success Best Practices from 20+ Executives.

Marketing 52

Marketing Customer advocacy Customer centricity Best practices 52

CX Global Media

MAY 11, 2020

You must identify specific segments of customers that have differing levels of willingness to interact with artificial intelligence systems. This way, you are providing a customer experience that is empathetic towards the customer ( Learn More about the AI in Contact Centers Webinar Series ).

Contact Center 194

Contact Center Technology Customer centricity Customer emotions 194

Dialer 360

MARCH 30, 2023

With the ever-evolving digital landscape, it’s crucial to stay up-to-date with the latest trends and techniques to attract and retain customers. Focus on Customer-Centric Content The first inbound sales strategy for 2023 is to focus on customer-centric content.

Inbound sales 46

Inbound sales Sales Chatbots Customer centricity 46

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 110

Journey mapping Accountability Marketing Metrics 110

Branch Mesenger

MAY 29, 2018

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. In this webinar, Jeanne Bliss and Taylor Pipes chatted about the following topics: How to hire people who care. Cleveland Clinic.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

ChurnZero

JUNE 21, 2019

Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. To explore this topic, we hosted a well-attended webinar with Kia Puhm from the DesiredPath Inc. In the webcast we discussed how to measure and monitor revenue across the entire customer lifecycle.

Best practices 73

Best practices Customer centricity Metrics Customer Support 73

Comm100

JANUARY 17, 2024

Leaning into automation is not just about keeping up with technological trends; it’s about strategically adapting to a new era of customer service. Many common service requests – order tracking, account management, balance checking – require agents to work through a set of questions and hunt through external databases.

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

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

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

An aha moment can result in a client referral, account renewal, or even an unprompted endorsement from a customer’s CEO. Creating aha moments for customers is more than a customer success manager’s job description (CSM). Customizing Customer Engagement, Conversation, and Collaboration.

Accountability 52

Accountability Customer centricity Personalization Analytics 52

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

MARCH 29, 2019

Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change. Customer-centricity is a term that gets bounced around, but what does this really mean and how can customer success teams contribute to their organization’s CX evolution? Customer Success Around the Web.

B2B 73

B2B Surveys Customer centricity Construction 73

ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

Beyond Philosophy

OCTOBER 3, 2014

Running it your way is a short sighted approach, however, because it doesn’t take into account what the Customer wants. It’s critical to make sure that you run your business the way Customers would like you to have it run. We would call this the customer centricity of the organization. Individual development.

Coaching 385

Coaching Consulting Consulting Customer Experience 385