C3Centricity

MAY 1, 2021

However, it is definitely worth getting your segmentation and target customer choice right. After all, they form the very foundation of your brands’ customer-centricity. . This is made available to all participants of the Customer Centricity Catalyst Classes, which you can learn more about here. . .

Customer centricity 59

Customer centricity Marketing Best practices Consulting 59

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

AUGUST 2, 2016

That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity. Often it’s because of the way we start our customer experience management efforts.

B2B 54

B2B Customer Experience Customer centricity Surveys 54

Talkdesk

SEPTEMBER 1, 2016

Another customer service award winner, DoorDash, took home the prize for “Most Customer-Centric Culture” in Talkdesk’s inaugural Customer Awards. The company was founded in 2013 with the goal of enabling customers to purchase food from local merchants and have it delivered within 45 minutes.

Customer Service 41

Customer Service Airlines Customer centricity Accountability 41

Amity

DECEMBER 20, 2013

Since Amity’s inception in July of 2012, we’ve talked to countless customer success teams, launched a private beta, sponsored two successful Customer Success Meetup events, and worked hard to continually evolve our service. Google Apps (Gmail) Integration: All of your email conversations with customers are accessible within Amity.

SaaS 48

SaaS Customer centricity Accountability 48

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Customer Experience Collaboration Wins Championships (4-point checklist).

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

CSM Magazine

OCTOBER 15, 2018

Thinking from the outside in will yield a set of metrics that enable agents to focus 100% on the customer – the true meaning of effectiveness. With customer-centric success criteria in place, turn to innovative workforce. Ways to build effectiveness using WFM.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

ijgolding

NOVEMBER 12, 2015

I am at the point where I almost think I must be a special experiment customer to see how poorly they can treat me! Another contact of mine, Karen Wenborn took to LinkedIn to share her experience with T-Mobile – now part of EE: Customer effort. Adding another SIM to my @tmobile account. Or trying to.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

PeopleMetrics

APRIL 28, 2015

Between 2001 and 2013, the number of large banks grew by 29% while small banks shrank by 24% (from 8,263 to 6,279) (Source: Mercatus Center at George Mason University (c) April 2014 The Financial Brand ). You should start your customer experience improvement by: Building a complete and deep understanding of your customer base.

Banking 79

Banking Customer Experience Surveys Finance 79

The Petrova Experience

JULY 16, 2020

Most Positive Outcomes from Phase 1 of the Pandemic: Communications have become more frequent, inclusive of more levels and more compassionate, i.e., “human-centric”. Teamwork has improved, despite the transition to the virtual work environment (and despite suspicion by some about accountability).

Consulting 52

Consulting Consulting Personalization Surveys 52

ChurnZero

JUNE 3, 2022

You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. He said we need Customer Success managers.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. He said we need Customer Success managers.

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching SaaS Customer centricity 21

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Generating Consistent Customer Health Scores. – Leo Leung, Director, Technical Account Management, Nulogy. Fluid Organizations.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

aircall

JUNE 30, 2021

In 2013, an inventor named Jamie Siminoff appeared on the hit TV show, Shark Tank , hoping to land an investor for his company. Many look to the company for ways to improve customer retention. It’ll also be more difficult to build meaningful customer relationships. . They are more likely to become your most loyal customers too.

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Lincoln Murphy. A CX Consulting. Irit Eizips.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

JANUARY 25, 2022

The company, set up in 2013, has garnered global recognition. They provide their customers with a unified, powerful, and low-code-designed platform to help them make optimized, customer-centric , and situation-aware business decisions. They can be easily linked to other accounting solutions like Sage, Xero, MYOB, etc.

SaaS 10

SaaS Transportation Feedback Surveys 10

Amity

OCTOBER 31, 2016

It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful. So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform.

Coaching 0

Coaching Upselling Engineering Marketing 0

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Asia’s first fully digital telco, Circles.Life is focused on giving power back to the consumer, and is “revolutionizing the digital services industry through a customer-centric user journey.” Prior to Gainsight, Kellie led account management and partner management teams at ADP, yet always had a passion for Customer Success. “I

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Fonolo

SEPTEMBER 17, 2019

This campy, comedic, decidedly ‘of-its-time’ sitcom offered a transparent satire of memorable customer service counter staff working for “Grace Brothers,” a fictional department store set in the bustling metropolis of London, England.

Customer Service 52

Customer Service Call Center Technology Customer Support 52