ClearAction

DECEMBER 5, 2023

Apply this to every product upgrade, new product, new market, new business model (pricing, warranty, financing, discount policy, etc.), When I led companywide customer experience transformation, we conducted our annual customer relationship survey with the findings available 3-4 months before strategic planning began.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ChurnZero

JANUARY 4, 2019

Begins in pre-sales to help ensure success factors are established during the sales process. 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.” Internally owned by the CSM, and collaborated on across teams.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) Value creation occurs through Engineering, Manufacturing, and/or Operations.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

Begins in pre-sales to help ensure success factors are established during the sales process. 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.” Internally owned by the CSM, and collaborated on across teams.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49