Education Services Group

JULY 10, 2019

In order for a business to have longevity, it must ensure that all parties involved are driving towards enriching the customer experience. So in today’s SaaS-dominated B2B landscape, channel relationships are in need of an update. Map a Successful Customer Lifecycle. The relationship between OEMs and partners is nuanced.

Journey mapping 40

Journey mapping Customer centricity SaaS Sales 40

ClearAction

JULY 23, 2023

B2B Customer Experience Governance Lynn Hunsaker B2B customer experience governance can generate stronger growth when it’s tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales teams who pursue strong relationships with customers. Give credit where credit’s due.

Government 62

Government B2B Customer Experience Enterprise 62

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Annette Franz is the Founder and CEO of CX Journey Inc.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Beyond Philosophy

OCTOBER 11, 2019

People always ask me whether emotions apply in business-to-business (B2B) customer experiences. Moreover, realizing the power of emotions in the B2B experience renews your commitment to improving that relationship and your Customer Experience. He asked, “How is this going to impact our customers?”

Customer Experience 317

Customer Experience Employee engagement Journey mapping Customer centricity 317

ClearAction

FEBRUARY 23, 2015

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

Journey mapping 96

Journey mapping Customer Experience Best practices B2B 96

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Click here to enlarge map) . Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

MAY 28, 2015

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much company-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 110

Customer Experience Journey mapping Surveys B2C 110

ClearAction

AUGUST 21, 2016

Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a significant uplift in business results from it. Too much brand-centered thinking and not enough customer-centric business management. See the math problem here?

Customer Experience 54

Customer Experience Journey mapping Surveys B2C 54

RichCall

SEPTEMBER 13, 2017

Shep Hyken , Customer Service and Experience expert – hyken.com. Evan Kirstel , Social media innovator and B2B marketer. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Blair Pleasant , analyst and consultant about Unified Communications. Babylon Health or Your.MD

Contact Center 64

Contact Center Technology Benchmark Chatbots 64