ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Mindtouch

AUGUST 21, 2019

Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface. Customer Effort Score (CES) , which measures how easy it was for customers to find what they were looking for, or to resolve an issue.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Customer Guru

MARCH 7, 2018

After meeting these guests, I would also update their profiles in the same CRM, so that they could have a great experience across all the Taj Hotels. It was here that I understood that the small things matter to customers the most. You have actively said that customer centricity must be the DNA of the company. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Netomi

APRIL 7, 2023

With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support. This is why they started implementing Customer Effort Surveys.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. Is the customer an early adopter, a lagger, or right on track? Identify early usage patterns of customers who have churned.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. Is the customer an early adopter, a lagger, or right on track? Identify early usage patterns of customers who have churned.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

APRIL 21, 2022

Here are the key roles that need to make a company truly customer-centric and meet challenges. Key C-Suite roles required to make a customer-centric executive team. The customer is not a single CS professional’s responsibility. The entire C-suite is responsible for the customer. Like what you are reading?

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10