CSM Practice

OCTOBER 7, 2019

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. Other criteria could include the number of licenses, geo-location, strategic value, service package, etc. RACI stands for: Responsible, Accountable, Consulted, and Informed. Staffing Model.

Accountability 40

Accountability Strategic Value Consulting Consulting 40

SmartKarrot

NOVEMBER 8, 2022

Work with the team leaders to manage ongoing CS activities: onboarding, training, customer support, customer success management, and customer education. Support the Business of Law sales teams (both new business and account management) throughout the new client and renewal sales cycles. Apply here: [link]. Apply here: [link].

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Therefore, executives should be ensuring superior customer value cumulatively across the customer life cycle.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

CSM Practice

FEBRUARY 20, 2020

Value; Prove quantitative and strategic value delivered. Develop the right playbooks to manage the risk. As a result, we realigned their resources towards better functionality expectation management and training during the onboarding process to increase the ARR. Share risk playbooks with the team.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

SmartKarrot

DECEMBER 29, 2020

Ensure the team is fully staffed, trained and deployed to fulfill the strategic plan. Drive strong customer engagement with assigned customer base through consultative outreach and partnership to directly drive strong customer outcomes across all Enterprise solutions. Recruit, mentor, groom, and inspire a diverse world-class CSM team.

Best practices 10

Best practices Strategic Value Accountability Coaching 10

COPC

SEPTEMBER 3, 2019

is a globally renowned consulting firm in the service industry, and that the influential COPC CX Standard has provided the industry with guidance and best practices in customer experience measurement and management. Here’s what he had to say: Q: How have Ant Financial and COPC Inc. worked together, and what benefits has COPC Inc.

industry standards 40

industry standards Enterprise Technology Self service 40

Talkdesk

MAY 23, 2019

Martin’s the founder of Brainfood Consulting and in a couple of weeks, Martin is going to be on the CX tour in London! And, coming out of that was a consulting practice which is everything from strategy through to the people stuff and all the rest of it. Martin: Sure.

Contact Center 44

Contact Center Consulting Consulting Engineering 44

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. What role will managers play? The most important variable in the success of any salesperson is themselves.

Sales 52

Sales Coaching Accountability Personalization 52

ClearAction

OCTOBER 10, 2017

In my 2015 Customer Experience Transformation talk show with Eric Wansong, VMware’s Vice President of Customer Advocacy, he explained how his team adds strategic value across all company departments. Both are needed in customer experience management in order to produce sustained growth.

B2B 83

B2B Customer Experience Customer advocacy Best practices 83