Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

TeleDirect

DECEMBER 25, 2024

It ensures that customers can reach your business at any time, regardless of time zones or holidays. Case Study 3: Tech Startup Reduces Downtime A tech startup outsourced 24/7 technical support to ensure customers received immediate assistance. This minimized downtime and increased customer retention by 30%.

Call Center 127

Call Center Customer Experience Technical Support First call resolution 127

ClearAction

DECEMBER 14, 2017

Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers. Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases.

Customer Care 66

Customer Care CRM Customer Experience Customer advocacy 66

Return Customer

AUGUST 15, 2018

A customer is more likely to agree to wait an additional day for resolution than dealing with false promises. Always Keep the Customer in the Loop. A customer would prefer to know their stage of complaint resolution than wait for the final resolution to magically show up.

Customer Support 71

Customer Support Complaint resolution Advertising Banking 71

ClearAction

DECEMBER 14, 2017

Customer advocacy — word-of-mouth promotion (buzz marketing) of a brand by enamored customers. Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Customer retention — efforts to extend a customer’s duration of ongoing purchases.

Customer Care 59

Customer Care CRM Customer Experience Customer advocacy 59

SmartKarrot

APRIL 23, 2020

SaaS vendors faced a problem of customer churn and to retain customers this initiative of CSM took birth. This version is going beyond customer retention to business growth. McKinsey states the following as five elements of customer Success 2.0. A customer-success philosophy embedded across the organization.

Management 10

Management Complaint resolution Customer retention Engineering 10