ClearAction

DECEMBER 5, 2023

To deliver what’s promised, coordinate companywide, with the aim of continually increasing value for everyone. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ClearAction

MAY 29, 2016

There’s a big difference between distinct transaction experiences and the cumulative customer life cycle experience. The end-to-end customer experience is affected by the entire value chain across the company. Success is greater with a strategy that engages the entire value chain across the company.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. There is a treasure trove of value and prescriptive advice from customer comments.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

AI has been a buzzword for a while and many businesses jumped onto the bandwagon by integrating AI into the customer journey, but customers still want to deal with a human, particularly if they need advice or help with something complex that they cannot solve on their own (i.e. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

AI has been a buzzword for a while and many businesses jumped onto the bandwagon by integrating AI into the customer journey, but customers still want to deal with a human, particularly if they need advice or help with something complex that they cannot solve on their own (i.e. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49