Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! “If We hope so!

Journey mapping 98

Journey mapping Construction B2B Education 98

CX Journey

APRIL 25, 2018

What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design. No excuses; they must be there.

Journey mapping 58

Journey mapping Customer centricity Customer Experience Accountability 58

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It’s indisputable, enduring value.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

CX Journey

JULY 23, 2015

Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? Let's face it: mergers and acquisitions are hard for everyone living through them, employees and customers alike. Where are we already listening to customers?

Journey mapping 67

Journey mapping Customer Experience Accountability Management 67

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer Experience.

Journey mapping 113

Journey mapping Management Customer Experience Accountability 113

Satrix Solutions

JUNE 11, 2018

Socializing customer sentiment across the organization and making it a regular part of the conversation is an important ingredient for any successful customer experience program. It can help Sales understand the value drivers that resonate most with customers and it can help Product Development prioritize roadmap initiatives.

Journey mapping 60

Journey mapping Customer Experience Education Customer retention 60

Vonage

APRIL 13, 2016

A seamless customer experience gets delivered when you answer the questions your customer is asking. Let’s focus on the role that customer journey maps play in a seamless customer experience. Establish a framework for delivering a seamless customer experience.

Journey mapping 67

Journey mapping Customer Experience Accountability Education 67

Quadient

JULY 25, 2022

It’s critical that the entire organization works together to create the customer experience that your customers want and expect. But how do you shift the focus of the entire company to put the customer front and center? Customer journey mapping software is the one tool you must have in your customer experience toolbox.

Journey mapping 52

Journey mapping Enterprise Multichannel Personalization 52

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

CX Accelerator

DECEMBER 31, 2018

The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams? What are the goals/KPI’s that everyone is accountable for? What a fantastic question! They have a free or paid version.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

CX Accelerator

OCTOBER 9, 2018

It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. What could be better then the customer actually telling you.in

Journey mapping 160

Journey mapping Surveys Feedback Contact Center 160

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Mapping the customer journey.

Customer Experience 116

Customer Experience Morale Journey mapping Customer centricity 116

CX Journey

DECEMBER 31, 2015

Image courtesy of BazaarBizarreSF Are you into making customer experience predictions for next year? And if you write them down and put them out into the universe, you definitely need to be accountable for them. Let's resolve to improve the customer experience. Personally, I'm over predictions! Any predictions!

Customer Experience 47

Customer Experience Journey mapping Government Analytics 47

ChurnZero

FEBRUARY 28, 2020

A: I’ve certainly seen where onboarding is owned by Customer Success, and areas where it’s owned by Professional Services or Support, where there is a handoff. From a customer experience standpoint, we always recommend making that experience as seamless as you can. Are these at-risk accounts?

Journey mapping 64

Journey mapping Customer centricity Accountability Metrics 64

ChurnZero

JULY 16, 2021

Some companies have their own dedicated customer marketing team for cross-sells. It’s an important exercise for anyone who’s sending any kind of messaging to your customers, whether they’re Customer Success or not. A [Britt]: That’s the beginning of a good customer journey map exercise post-sale.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

CX Journey

JUNE 20, 2017

And, yet, we still see some dismal statistics about how many companies don't focus on the customer experience or think they focus on the customer experience but really don't. to identify your customer. The company is not the customer; the people you interact with within the company are.

Journey mapping 65

Journey mapping B2B Accountability Feedback 65

Interactions

SEPTEMBER 9, 2021

Taking a step back and seeing real world examples of this can be a useful exercise. In the last decade or so, banks have allowed you to use your smartphone to upload images of your checks and cash them in your account. Electronic Check Upload. Quick, secure and from the convenience of your own home.

Airlines 62

Airlines Banking Journey mapping Accountability 62

ClientSuccess

NOVEMBER 15, 2017

It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. The customer lifecycle the moment that experience your brand. organizations in mature markets are forced to adhere to certain type of standards.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Quadient

JULY 25, 2022

What is Customer Journey Mapping? Customer-centricity has become an essential focus for companies today. One of the challenges to achieving customer-centricity is that departments in most organizations operate in silos. What is a Customer Journey Map? Why is journey mapping important?

Journey mapping 52

Journey mapping Customer centricity Best practices Customer Experience 52

ChurnZero

MARCH 11, 2020

Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. This makes downstream reporting and analysis much simpler, and we can avoid the risk associated with double counting customers and revenue. Customer Success Around the Web.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Traits: Product-market fit. $6M Warning Sign to Level Up. Operationalize Phase.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. Q: How long did your journey mapping project take you?

Journey mapping 72

Journey mapping Sales Best practices Metrics 72

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

aircall

APRIL 7, 2017

Customer service AI is a more marvellous technology than one might suspect. Going beyond the data-retrieval abilities of, say Siri, some customer service AI programs are able to understand language in real-time, exercise predictive reasoning, and learn as they go. Most of us don’t grasp the subtle power of customer service AI.

Customer Service 80

Customer Service Banking Journey mapping Call Center 80

Education Services Group

OCTOBER 27, 2020

I found the emphasis on the outside-in approach to be particularly impactful as Phil explained that many companies start with an inside-out approach to Customer Success and are now discovering that they should (or rather, should have ) involve[d] their customers more in the development of their own journeys and desired outcomes.

Education 52

Education Best practices Journey mapping Analytics 52

Comm100

DECEMBER 12, 2017

Their focus is usually on growing the business, and that really only happens when you gain new accounts. 8 out of 10 marketers of global companies actually agree that a much better strategy is retention , but their organizations are still focused on customer acquisition. What Is a Customer Journey Map?

Journey mapping 59

Journey mapping Customer Experience Accountability Sales 59

SmartKarrot

OCTOBER 12, 2022

In the B2B world, the customer experience is crucial for businesses to differentiate themselves in a crowded market. But how can you assess the current state of your B2B customer experience and figure out how to effectively target and make changes so that your clients are happier and more devoted? So, let us get started.

B2B 10

B2B Accountability Brand ambassadors Customer advocacy 10

SmartKarrot

JULY 26, 2021

A lot has been said and written about customer experience and still, there are tons of questions on CX. This article attempts to answer some of the most frequently asked questions on customer experience. What is customer experience? Why is customer experience important? contact-form-7].

Customer Experience 11

Customer Experience Journey mapping SaaS Metrics 11

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Customers are complaining about extended wait times and an inability to reach their CSM. Revenue by Segment.

Benchmark 98

Benchmark Finance Best practices Sales 98

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Defining the scope of a customer journey analytics project involves setting basic parameters around its size, complexity, goals, and function.

Analytics 93

Analytics Government APIs Metrics 93

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Has a journey mapping exercise ever been conducted?

Analytics 43

Analytics Metrics Government Journey mapping 43