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. When everyone received their strategic planning instructions, guess what was top of mind for them?

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

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.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” More and more, customers are seeking out companies that share their values. Here’s how to get your Customer Success ready for the new year.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Education Services Group

JULY 7, 2020

Now, every Customer Success organization should make friends with revenue, whether or not your services have been directly monetized. Tying CS to your company’s strategic growth is the best way to ensure that leadership understands and embraces the company-wide strategic value of CS.

Benchmark 52

Benchmark Best practices Strategic Value Surveys 52

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” More and more, customers are seeking out companies that share their values. Here’s how to get your Customer Success ready for the new year.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49