GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage. And your programs and processes should reinforce customer connectedness.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Nicereply

FEBRUARY 2, 2024

Current customer experience : The customer journey map for your business and key areas of improvement. Potential impact of your CS initiatives : The end goals you want to achieve by implementing your customer success strategy. The post What is Customer Success and Why is it Important?

Education 59

Education Accountability Customer retention Journey mapping 59

Pointillist

SEPTEMBER 10, 2020

In this post, I’ll discuss how organizations are using customer journey orchestration to improve personalization decisions across all channels and touchpoints, enhance CX and achieve their business goals. What is Customer Journey Orchestration? Journey orchestration goes beyond traditional personalization techniques.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

CSM Practice

OCTOBER 15, 2019

Segmentation is a proactive and customer-centric approach that relies on customer data to determine the appropriate renewal strategy for different cohorts of clients with similar attributes. Resolving those problems result in increased renewal rate, increased adoption, and easier upsells.

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

CX Journey

DECEMBER 7, 2016

Product didn’t trust the current upsell/cross-sell machinations for the new stuff. And the customer experience was going to be a disaster if we didn’t get our act together. Customer-centricity is strangely both “top of mind” and “under attack” in the digital world. Sales wasn’t keen on our communication strategy.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

REVE Chat Blog

NOVEMBER 21, 2019

In the customer centric era, the focal point of every business is to deliver top-notch services to boost customer satisfaction and loyalty. Live chat software is the best bet to convert your website visitors into loyal customers and increase lead generation. It will open the door for upselling.

Best practices 77

Best practices B2B Sales Chatbots 77

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’ Ashna Patel.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

JULY 30, 2020

Hence companies are still discovering the most ideal customer success team structure. In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Consider customer feedback to create strategies.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

DECEMBER 22, 2020

To get the right fit of what a student or teacher needs, it is important to have customer success. New programs in Edtech call for a different type of customer support. Online products that can be accessed anywhere need to have the right customer-centric method of working. Creating a dedicated customer success team.

Education 10

Education Customer centricity SaaS Journey mapping 10

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Pointillist

APRIL 17, 2019

In this post, I’ll review the pros and cons of six major categories: customer data platforms, business intelligence software, customer analytics tools, digital experience platforms, journey mapping tools, and customer journey analytics software. What are Customer Analytics Tools?

Analytics 51

Analytics Journey mapping Multichannel Government 51

ClientSuccess

OCTOBER 16, 2017

Marketers often must work directly with customers to capture success stories or develop upsell marketing campaigns. Even administrative roles can help streamline internal processes or workflows for the smoothest customer experience possible. At the end of the day, customer-focus trickles down from the top.

Customer centricity 41

Customer centricity B2B Journey mapping SaaS 41