ClearAction

DECEMBER 28, 2016

Rise above common practices to become one of the rare companies that energizes every nook and cranny across the company to act in customers’ best interests — which are, of course, their best interests, too. 1 ClearAction Business-to-Business Customer Experience Management Best Practices Study, 2010-2013.

Feedback 59

Feedback Employee engagement Best practices Consulting 59

ClearAction

JULY 3, 2017

We’ve had double digit increases in our net promoter score since we’ve transformed our program in 2013.” (I’m I’m adding my views to Carolyn’s, to emphasize the best practices that she described.). Photo purchased under license from Shutterstock.

Customer Experience 66

Customer Experience Government Engineering Finance 66

JustCall

AUGUST 2, 2021

Leggett has extensive expertise in market trends, research, best practices, and technologies. Three best practices for creating #omnichannel #CX : [link] @Callminer pic.twitter.com/hPJAXUKTu8. He conducts several keynote speeches as well as customer experience consulting. Revisiting basics. Bruce Temkin.

Customer Experience 52

Customer Experience Consulting Consulting Best practices 52

C3Centricity

MAY 1, 2021

This is why best-in-class marketers work with best-practice segmentations. And targeting the biggest group is not often the best strategy. This analysis was first developed in the 70’s by the Boston Consulting Group. Businesses often make the mistake of trying to sell to everyone. Are you guilty of this?

Customer centricity 97

Customer centricity Marketing Best practices Consulting 97

Amity

JULY 14, 2017

The goal of any career transition is to reach what “ The First 90 Days ” (highly recommend this book) calls the break-even point - the “point at which you have contributed as much value to your new organization as you have consumed from it” (Watkins, 2013). Unlearn what Customer Success means to you.

Accountability 54

Accountability Best practices Consulting Consulting 54

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is also a consultant, coach, and trainer for technology professionals across 30 countries. Lincoln Murphy. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Livepro

JULY 17, 2018

In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. Luke was also awarded Victorian Contact Centre Manager of the year 2013. Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government.

Transportation 40

Transportation Government Multichannel Consulting 40

Taylor Reach Group

MARCH 26, 2018

Conference co-chairs Paul Greenberg, Brent Leary, and the editors of CRM magazine are working together again to bring you some of the best CRM analysts and consultants, project leaders, and vendors in the industry. Every year the PACE Convention & Expo focuses on the best practices and technologies used in the contact center.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. AND, it needs to be instilled in such a way that it survives any turnover in leadership—which can often quench CX efforts along with best-practices and associated processes that have taken years to build and nurture.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Amity

OCTOBER 31, 2016

My first roles out of school were in consulting for a small company in the city called Venture Accelerator Partners. We talk to VPs of Marketing and Marketing Managers all day long, so a lot of what we do is staying up to date on the latest trends in the marketing space so we can best advise our customers on best practices.

Coaching 0

Coaching Upselling Engineering Marketing 0

ChurnZero

JUNE 3, 2022

This was back in 2013. Maybe you invite them to more training or offer a consultation. We moved into as-a-service—whether it’s software, content, food—then the pricing models follow, then the service models follow, and then the best practices follow. He said we need Customer Success managers. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

This was back in 2013. Maybe you invite them to more training or offer a consultation. We moved into as-a-service—whether it’s software, content, food—then the pricing models follow, then the service models follow, and then the best practices follow. He said we need Customer Success managers. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

CustomerSuccessBox

JUNE 8, 2022

Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. Irit has played a pivotal role in shaping Customer Success best practices and methodologies.

Management 52

Management Upselling Accountability Chief Customer Officer 52

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

MARCH 8, 2022

With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. A leader, speaker, consultant, coach, and trainer, Dana’s most salient qualities include organizational gaps analysis, discovery, and problem-solving. Annette Franz. Daphne Lopes.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Apart from consulting and writing about customer lifecycle management and sustainable profitability, he is a generous contributor to non-profit initiatives. Lincoln Murphy. Rick Adams. Jay Nathan.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. According to DMG Consulting , cloud-based infrastructure is the fastest growing area for the call center industry, predicted to almost double between 2013 and 2015. Source: The Contact Center Satisfaction Index Mid-Year 2013. Call Center Trends 2013.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Kristen Hayer – Founder & CEO, The Success League.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64