Natalie Petouhof

JUNE 4, 2015

Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration. Key Principle #5: Consulting, Big Data Consulting, Analytics Consulting, Managed Services. It is an opportunity, but it is not without risk.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

JANUARY 15, 2021

Remco de Vries , Vice President of Marketing, inSided. A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective. They say executive buy-in makes for an easier road to the happy customer, thanks to allocated budgets and all-round support with resources.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. If you find any prominent influencers missing, kindly nominate them in the comments below.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

JUNE 28, 2017

Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business. Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. 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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

AUGUST 23, 2019

There was also mentioned of combining Revenue, Marketing, Sales, Customer Success ops to one team. We discussed about how some companies have Sales Ops, Marketing Ops and maybe they have a Revenue Officer and Customer Success Ops, and I really believe that it should be one function if you want to move faster.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

DMG Consulting

DECEMBER 7, 2021

Contact centers should be fully integrated omni-channel (voice and digital) servicing environments, where agents have a single desktop and customer relationship management (CRM) system to handle all inquiries and can pivot between channels as often as needed.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. But in a call center, you don’t talk to a customer face to face; you do it over a phone.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Vistio

JANUARY 13, 2022

I know a big part of what I’m going to be doing is building up a training division and doing consulting for a lot of amazing clients, including many gaming clients that I work with currently that I love doing player journey type work. Do you have any vendors that are in this network, consultants that are in this network?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I know a big part of what I’m going to be doing is building up a training division and doing consulting for a lot of amazing clients, including many gaming clients that I work with currently that I love doing player journey type work. Do you have any vendors that are in this network, consultants that are in this network?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

Consulting 135

Consulting Consulting Metrics Feedback 135