ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. Prior to joining SurveyMonkey, he served as VP of Customer Success at Neustar and SVP of Worldwide Professional Services at Aspect Software.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClearAction

OCTOBER 16, 2019

Michael Brenner, CEO of Marketing Insider, says: “The biggest mistake companies make when analyzing retention rates is not seeing that a high churn rate is the result of poor customer acquisition efforts.” Creating & keeping a customer (i.e. customer-centric management) is guided by customer lifetime value.

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

TRUSTID

JANUARY 4, 2018

Years from now, we may look back at 2018 as the year of the customer experience. With so much focus on the customer journey, we might one day look back at this year much like we think of 1991 as the year the World Wide Web went public or 2007 as the year the world was introduced to the iPhone. .

Customer Experience 50

Customer Experience Interactive Voice Response Customer centricity Contact Center 50

SharpenCX

JUNE 30, 2021

But now we know: the omnichannel customer experience isn’t going anywhere. Research shows, customers with the strongest omnichannel strategies boast higher revenue, better customer engagement, and improved customer retention. An omnichannel customer experience is both agent-centric and customer-centric.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? A recent Gartner survey of CEOs found that 40% list growth as their number one business priority for 2018 and 2019. And 23% of CEOs list customer service as one of their top three business priorities. Here’s the big one: customers are always beautifully, wonderfully dissatisfied.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

ijgolding

DECEMBER 14, 2017

We are now about to commence a new calendar year – 2018 – a year that will mark the seventh anniversary of the establishment of Customer Experience as a profession. There are many examples of successes in customer centric transformation – but not enough. Look out for it towards the end of January.

Customer Experience 65

Customer Experience Customer centricity Banking Education 65

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Fonolo

MAY 22, 2019

Ventana’s Value Index for Cloud Contact Centers (2018). Gartner’s Magic Quadrant for CCaaS (2018). First, in their “Principal Findings” they wrote that “Despite the hype surrounding self-service technology, 64% of organizations believe customers should have easy access to a live agent.” customer experience.”.

Contact Center 57

Contact Center Chatbots Call Center Average Handle Time 57

Integrity Solutions

MARCH 4, 2019

Market leaders recognize that exceptional customer experience can become a powerful guard against industry volatility and a huge competitive advantage. And now, other organizations are following suit, building customer-centricity into their strategic growth plans. But technology is only part of the solution.

Customer Experience 65

Customer Experience Customer centricity Coaching Chatbots 65

TeamSupport

APRIL 26, 2019

Customer service is a concept that can mean many things to different businesses. At the heart of it all however, serving the customer is what keeps a business running. Gartner’s 2018 Customer Experience Survey found that two-thirds of a company’s competitive edge was predicated on the experience they delivered to their customers.

Customer Service 55

Customer Service B2B B2C Upselling 55

C3Centricity

DECEMBER 3, 2018

These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. They talk about customer centricity but very few actually go beyond voicing their opinions. Just think customer first in everything you do!

Big data 87

Big data B2C Marketing Airlines 87

Aria Solutions

JUNE 1, 2018

Another reason why it’s important to do this now is there are emerging trends like AI matched routing that will likely force this organizational shift eventually ( Future-Proof Your Customer Service: Build An AI-Infused Cognitive Contact Center, Forrester Research, February 2018 ).

Contact Center 48

Contact Center Customer centricity Interactive Voice Response Analytics 48

Fonolo

APRIL 24, 2019

That compares to 5,864 closures and 3,239 openings for the full year 2018. In an environment where retail chains are struggling to stay open, Apple’s ability to provide a memorable, interactive product experience while delivering a quality customer journey should serve as a blueprint for others in the industry.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Airlines 74

Airlines Customer centricity Surveys Customer Experience 74

ChurnZero

MARCH 3, 2020

In 2018 SaaStr brought their event overseas to Paris for their inaugural SaaStr Europa and in 2019 they had more than 2,000 SaaS leaders and founders attend to experience an immersive two-day event of content and networking. It brings together some of the top minds in business and has them share their insights over a multi-day event.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Amity

FEBRUARY 21, 2018

With more companies understanding the value of a retention-first approach, the field keeps on getting hotter and hotter by the day. Based on their extensive jobs landscape data, LinkedIn even identified Customer Success Manager as the third most promising job of 2018. How does Success and Support work together?

Upselling 77

Upselling Sales Finance Analytics 77

ijgolding

JANUARY 24, 2017

The key to real success though is for the momentum to be maintained (there is still much to do!) – for the Customer Experience to keep continuously improving. I cannot wait to see how far things will have got to by January 2018! Please join me in congratulating all of this years finalists.

Customer Experience 62

Customer Experience Transportation Banking Customer Service 62

Comm100

FEBRUARY 5, 2018

This put power into the hands of the consumer, and lead businesses to focus in on the customer experience. The beauty of virtual spaces is not only the establishment of a different, more customer-centric corporate culture: customers’ footprints are now easier than ever to map and transform into revenue.

CRM 68

CRM Marketing Multichannel Self service 68

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic. Lincoln Murphy.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

ProProfs Blog

DECEMBER 12, 2019

what customers want, . The best way to do this is by reading customer retention statistics, and that’s what we have carefully curated in this blog. Here are 50+ customer retention stats that’ll give you insight into a customer’s mind. Why Customers Leave? Why Your Customers Aren’t Loyal?

Customer retention 132

Customer retention Surveys B2B Marketing 132

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Why should you commit to overcoming these challenges in 2018?

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ijgolding

JUNE 25, 2018

In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! I am not doubting Mr Kazanjian’s sincerity and writing prowess in creating the book.

Enterprise 77

Enterprise Customer centricity Accountability Customer Experience 77

ijgolding

AUGUST 3, 2018

In April 2018 I wrote an article for my column in customerthink – it was called ‘Transform or Die! The thing is, this lack of genuine customer centricity (or putting customers truly at the heart of everything they do), FatFace have provided the perfect case study as to why legacy businesses are failing – in their droves.

Multichannel 76

Multichannel Customer centricity Sales Management 76

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.” It’s a simple yet effective way to retain customers in a busy world.”. Customers have so many options. Connect with Kellie

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

ijgolding

MAY 21, 2018

In 2018, businesses in all industries need to accept that the harsh reality is ‘transform or die’. If an organisation wants to survive in the world today, it must continuously (at least once a year) consider the following ten questions: Do we know who are customers are? My book, ‘Customer What? – You can read my column here!

Banking 74

Banking Customer centricity Enterprise Technology 74