ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. Why should any of these efficiency efforts ignore what customers value?

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ClearAction

MAY 29, 2016

The end-to-end customer experience is affected by the entire value chain across the company. While there is a certain success rate in customer retention tactics, it is prone to similar efforts from competitors. 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

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. More and more, customers are seeking out companies that share their values.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClearAction

MAY 29, 2016

How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. More and more, customers are seeking out companies that share their values.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49