Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . The event was top-notch (hats-off to all those involved with planning the details behind executing the event).

Customer centricity 54

Customer centricity Entertainment Enterprise Best practices 54

Beyond Philosophy

SEPTEMBER 15, 2015

He is the Head of Data Science (self-described as Chief Statistics Wonk) for Satmetrix , a company devoted to combining their software, data, and Customer Experience (CX) expertise to help organizations achieve Customer-Centricity.

Banking 383

Banking Telecommunications Consulting Consulting 383

Customer Guru

MARCH 7, 2018

Sue Duris – Director of Marketing and Customer Experience, M4 Communications, Inc. Just when you think that Sue might be super busy working with clients, authoring her next great article, or speaking at an event, you’d run into her live Twitter chat running weekly on #cxchat. She is one of the most personable #WomenInCX.

Customer centricity 113

Customer centricity Education Finance Benchmark 113

Russel Lolacher

MARCH 2, 2021

By listening to the voice of the customer, whether directly or through front line staff, we’ve been able to create more useful customer-centric properties (ie winter driving website). Our strategy is about putting the customer first. 2020 was the year of webinars and online events, what was your favorite one?

Government 52

Government Customer Care Transportation Benchmark 52

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. Do you meet with customers at a yearly conference? transaction).

Surveys 74

Surveys Benchmark B2B Feedback 74

COPC

FEBRUARY 22, 2019

Although there are many organizations putting on events, not all communities are the same. had the pleasure of attending, sponsoring, and speaking at a special event, participating alongside a unique community. Turnout (for Execs In The Know events) averages right around 170 attendees, mostly made up of brand partners.

Finance 40

Finance Benchmark Contact Center Customer Care 40

Taylor Reach Group

MAY 24, 2018

Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. Learn from industry experts and your peers in almost 80 different sessions during this exciting event. Customer Contact – Europe: June 11-13, Dublin, Ireland.

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

aircall

OCTOBER 11, 2022

Instead of viewing each day as a giant ticking clock, the Pomodoro Technique mentally breaks up the day into a series of bite-size productivity events or “Pomodoro slots”. Aircall: Call efficiency for productive, customer-centric teams. Real-time analytics that enable real-time call performance monitoring and KPI benchmarking.

Customer centricity 118

Customer centricity CRM Sales Analytics 118

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Q: What is the source of the benchmark data mentioned during the presentation (22:35)? It came out of nowhere.

Benchmark 59

Benchmark SaaS Consulting Consulting 59

CSM Magazine

MAY 6, 2024

Customer service in the auto transport industry can be improved by implementing a customer-centric approach, offering clear communication, providing regular updates, and promptly addressing any concerns. And as we dig deeper, you’ll see just how these efforts do so much more than just ship a car.

Transportation 52

Transportation Customer Service Automotive Personalization 52

Totango

OCTOBER 1, 2019

The customer journey is best understood as four main phases: Onboarding. Each phase of the customer journey can be optimized through the pursuit of customer-centric goals. Goals to Consider: Product usage compared to benchmarks. . Rather, they are the result of the overall customer experience. Escalation.

Enterprise 81

Enterprise Metrics Benchmark Upselling 81

ClearAction

OCTOBER 25, 2018

Customer-Centric Marketing: Step-Up Performance Lynn Hunsaker. Customer-centric marketing is necessary, yet far from sufficient — from customers’ and investors’ perspectives. Typical roles adopting customer-centric marketing are in the marcom area: digital, content, automation, intelligence, retention, advertising.

Customer centricity 59

Customer centricity Marketing Journey mapping Enterprise 59

NobelBiz

FEBRUARY 7, 2022

When your customers try to call you, they should only choose from a few different options on your IVR that give them the most important information. Including promotional offers, event communication, or information about your social networks may not be the best way to go about it, though.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Talkdesk

MAY 25, 2016

The term “CSAT” is most often used in the context of a “CSAT score,” which describes a numerical measure of customer satisfaction. To measure CSAT, businesses directly ask the applicable customer base to rate their satisfaction of an event, product or service. How is CSAT measured?

Call Center 41

Call Center Surveys industry standards Benchmark 41

Customer Relationship Metrics

JULY 27, 2017

Voice of the Customer programs that do not go beyond these very simple feedback activities can never be used for performance management. But to have a customer-centric performance management culture, using the Voice of the Customer is a primary necessity. Customer Sentiment versus Performance Management.

Morale 71

Morale Calibration Contact Center Surveys 71

Callminer

JULY 23, 2019

Over the four years the program has been in place, all key program metrics have shown progressive, benchmark-exceeding improvement. Check out some data from our recent research: In our Q3 2018 Consumer Benchmark Study, we found that 40% of full time U.S. I mean, really listen and act on what they say. headquarters and within our U.S.

Best practices 140

Best practices Feedback Call Center Coaching 140

Integrity Solutions

SEPTEMBER 2, 2021

So, how do you make sure more of your customers are emotionally satisfied, not just rationally satisfied or, worse, dissatisfied? Here are five steps to ensuring your customers view their relationship with you in the Partner quadrant of the Value Segmentation Model: Establish and nurture a customer-centric culture.

Customer centricity 74

Customer centricity Coaching Sales Employee engagement 74

C Space

JANUARY 18, 2021

Customer benchmark: #1 in Logistics; #27 Overall. So much so that logistics – which has traditionally been a lower quartile category in our benchmark, leaped into the top quartile – up there with highly emotive categories like beauty and automotive. Customer benchmark: #4 in Media; #63 Overall.

Benchmark 116

Benchmark Automotive Government Marketing 116

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

AUGUST 5, 2022

In contrast to a startup that might only have a customer success onboarding playbook, a major company with numerous customer tiers is more likely to have a comprehensive set of onboarding playbooks for each customer tier. It can be used for event-based or time-bound scenarios (such as three months before a renewal) (e.g.,

Scripts 10

Scripts Accountability Benchmark B2B 10

Anexa BPO

SEPTEMBER 2, 2022

These specialists can come from extremely diverse industries such as insurance, retail, travel, real estate, event promotion and more. Whether your needs are sales or customer-centric with tech support, social media management or marketing campaigns, or non-core business processes that include back-office solutions, Anexa has a team for that.

Sales 52

Sales Real estate Outbound sales Business Process Outsourcing 52

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Method:CRM

MARCH 28, 2023

In 2023, customer experience is going to play a bigger role in businesses than ever before. To stay ahead of the curve and create a good customer experience, companies need a clear customer-centric strategy. This blog dives into some of the ways you can provide the best customer experience.

Customer Experience 52

Customer Experience CRM Self service Feedback 52

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. Step 2: Find out which channels customers want and, just as important, what capabilities they expect out of those channels.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

CSM Practice

DECEMBER 4, 2020

Today I have Chris Singh, Global head of customer success management at SAP. Specifically today I’m going to approach the topic of maximizing customer value and being customer-centric. Hello Chris. Why were they developed?

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

Eptica

MAY 17, 2017

Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit. We caught up with her at the event to find out more about how the company provides its millions of global customers with a seamless, multichannel experience.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Amity

FEBRUARY 2, 2016

With so many customer success resources to choose from, we’ve selected the top customer success resources and events that we think will educate and inspire you for the rest of the year. Are Your Customer Success Stories Being Heard? • Events. Welcome to the Age of the Customer. • Blog Posts.

SaaS 80

SaaS Education Customer retention Sales 80

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. Understanding Customer Experience. Customer experience (CX) is not a singular event, but the compounded impact of all touch points a customer encounters in their journey.

Customer Experience 62

Customer Experience Surveys Feedback Metrics 62