Education Services Group

JUNE 1, 2023

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. This might involve assistance from team members outside of Sales, like value consultants, solution engineers, partner business managers, and – yes – CSMs.

Journey mapping 52

Journey mapping Engineering Sales Consulting 52

Beyond Philosophy

DECEMBER 11, 2020

The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey. Design the emotions into your journey maps. Recommendation Cluster: If the customer feels these emotions, then they will likely stay a bit longer, spend more, and be a good customer.

Customer emotions 436

Customer emotions Management Journey mapping Customer advocacy 436

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ClearAction

DECEMBER 14, 2017

Customer relationship management (CRM) — use of a database of customer transactions and facts that enable customized communications (1-to-1 marketing), upselling, cross-selling, and data-mining. Experiential marketing — events and campaigns that build customer advocacy.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

SmartKarrot

MARCH 26, 2021

Work closely with Customer Services to identify customers in need of additional help, or attention, or customers that run a risk for churning. Share customer feedback on the product and its functionality with the Product and Customer Onboarding teams. Create a Customer Advocacy program with assigned customers.

Journey mapping 10

Journey mapping Customer advocacy Best practices Upselling 10

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz is the Founder and CEO of CX Journey Inc. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Magazine

FEBRUARY 29, 2024

We work with major brands to analyse processes, optimise resources, implement leading technologies, and design amazing end-to-end customer journeys. Our capabilities span consulting, systems integration, training, and managed services across voice, digital, and AI disciplines.

Journey mapping 52

Journey mapping Self service Banking Customer advocacy 52