CSM Magazine

FEBRUARY 14, 2020

Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. The concept of a customer-centric culture is often talked about when discussing the customer experience. Set expectations.

Brand ambassadors 59

Brand ambassadors Complaint resolution Customer centricity Best practices 59

Return Customer

AUGUST 15, 2018

A customer is more likely to agree to wait an additional day for resolution than dealing with false promises. Always Keep the Customer in the Loop. A customer would prefer to know their stage of complaint resolution than wait for the final resolution to magically show up.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

SmartKarrot

APRIL 23, 2020

Advanced analytics to predict customer behavior and target customer segments: Use of technology to make more informed decisions. A customer-success philosophy embedded across the organization. Being a customer centric organization is part of the vision and mission statements of most business entities.

Management 10

Management Complaint resolution Customer retention Engineering 10