ChurnZero

APRIL 12, 2019

Customer-centricity is a term that gets bounced around a lot, but what does it really mean? And even more, what can Customer Success teams do to contribute to their organization’s Customer Experience (CX) evolution? During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer centricity 14

Customer centricity B2B Surveys Feedback 14

Totango

JANUARY 4, 2019

‘Customer-centric’ no longer just refers to a marketing strategy—it’s a whole economy. Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

customer sure

JANUARY 20, 2025

Building Customer-Centric Cultures If 2024 was a year when the importance of customer experience gained ground, then 2025 is the year when people understand that its not something you can bolt on, or delegate to a separate team. Explore our Voice of the Customer best practices to foster a culture of customer obsession.

Customer centricity 62

Customer centricity Customer retention Feedback Best practices 62

ChurnZero

MARCH 22, 2019

Did you know: For every 1% increase in revenue retention, a SaaS company’s valuation increases by 12% after five years? This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. Upcoming Webinar.

Customer retention 61

Customer retention Upselling SaaS Customer centricity 61

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Because it’s a crucial driver to create customer loyalty. Game-changing potential.

Customer Care 98

Customer Care Customer centricity Contact Center Chatbots 98

Totango

FEBRUARY 28, 2020

We all want to believe that we have a strong relationship with our customers. The digitization of business has created a customer-centric economy, and people switch services until they find the solution that suits them. This makes customer retention critical. Software that Strengthens Customer Engagement Strategy.

Customer centricity 93

Customer centricity Metrics Upselling Enterprise 93

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store!

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? Happy customers have a personal bond with their vendor organization and their CSMs.

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

ChurnZero

NOVEMBER 26, 2024

For example, “Enterprise Customer Success Manager”. To find out more, view our webinar, Why Titles Matter In Customer Success , with Parul Bhandari, fractional customer experience leader at CustomerXSuccess. For instance, owning customer retention signifies direct responsibility for renewal rates.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

OCTOBER 6, 2020

Once each customer support interaction has ended, certain details are recorded, and over time, this data translates into important key performance indicators, including: The number of resolved incidents. Individual customer interaction scores. How Customer Success Creates Value Using Data-Driven Measures.

Customer Support 112

Customer Support Customer advocacy Construction Enterprise 112

Verint

SEPTEMBER 21, 2017

“Customer experience is moving into the back office’s purview. Next-generation back offices balance customer centricity with operational efficiency,” states Minkara. The challenge is to build customer centricity while still balancing operational efficiencies. To learn more, listen to the on-demand webinar.

Customer centricity 37

Customer centricity Service level Surveys Customer retention 37

Totango

SEPTEMBER 1, 2020

In fact, by becoming familiar with the causes of churn and using data to identify its warning signs, it is possible to predict and reduce customer churn. It is important to establish acceptable product usage rates for each stage of the customer journey and then act to provide additional growth whenever these rates are low.

Enterprise 111

Enterprise Construction Customer retention Metrics 111

ChurnZero

JULY 7, 2020

Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Because customer retention is tightly correlated with customer satisfaction and customer service.

Customer Support 90

Customer Support Education Customer retention Feedback 90

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? Upcoming Webinar. How Customer Success Can Catalyze Customer-Centric Change. Julia Ahlfeldt breaks down what it takes for an organization to truly put the customer at the center of their business.

B2B 73

B2B Surveys Customer centricity Construction 73

Amity

FEBRUARY 2, 2016

We sat down with Perry Monaco, Manager of Customer Success - The Americas, to discuss how Customer Success has evolved at LinkedIn over the last 5 years. The Reason Why More Companies Are Using Customer Success Teams to Ensure Customer Lifetime Value. • Webinars. Welcome to the Age of the Customer.

SaaS 80

SaaS Education Customer retention Sales 80

ChurnZero

JUNE 21, 2019

A widespread obsession with customer acquisition leaves companies blind to the pool of revenue opportunity within customer retention. Simply, it’s much easier to turn a customer into a bigger customer than it is to turn a lead into a new customer. A: I talk about random acts of Customer Success often.

Best practices 73

Best practices Customer centricity Metrics Sales 73

RapportBoost

DECEMBER 10, 2018

Did you miss this Customer Experience Update Webinar from the end of November? Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Before we go any further, I do want to thank Talkdesk for sponsoring the webinar series, and helping us to make this happen.

Customer centricity 40

Customer centricity Contact Center Self service Journey mapping 40

AskNicely

AUGUST 17, 2018

Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. In his 2016 letter to shareholders , Amazon CEO Jeff Bezos wrote,“There are many advantages to a customer-centric approach. And respond by taking action.

Feedback 60

Feedback Customer centricity Surveys Employee engagement 60

Lumoa

MARCH 8, 2023

Lumoa’s CEO and co-founder, Carlos del Corral, held a comprehensive webinar about the topic with Merete Medle, a highly esteemed CX practitioner with rich experience working for two of the biggest telcos in the Nordics. Here are the key takeaways from the webinar. That said, customers should consent to be contacted in such cases.

Customer centricity 78

Customer centricity Feedback Telecommunications Customer Support 78

Totango

AUGUST 12, 2020

The customer onboarding experience begins on day one with a set of big-picture goals that show your customer that your product is value- and results-focused. Every piece of customer data you can capture and analyze gives you a better chance of delivering value, no matter where it originates. Train Your Customer.

SaaS 88

SaaS Upselling Enterprise Best practices 88

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 115

Journey mapping Accountability Marketing Metrics 115

Education Services Group

OCTOBER 25, 2022

And if we really want to crack the nut of being customer-centric, we have to go out there and spend as much time as we can with the customer and document what we’re learning and share that internally. Watch the recording of this webinar to catch up on the full conversation! Being an .

Marketing 52

Marketing Sales Customer centricity Coaching 52

ChurnZero

JUNE 7, 2019

Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business. Jason works closely with Customer Imperative consulting teams to ensure that clients succeed at gaining, growing and retaining customers. George Boyar, Head of Customer Success, Mentor Collective.

SaaS 73

SaaS B2B Consulting Consulting 73

Natalie Petouhof

APRIL 7, 2016

Tweet Customer experience management is a top priority for many enterprises, particularly as we look beyond 2016 to the competitive landscape. Today, customer experience heavily influences customer retention, customer loyalty, and customer advocacy – all desirable outcomes for modern organizations.

Customer Experience 45

Customer Experience Management Customer advocacy Best practices 45

Totango

JULY 21, 2020

Customer retention is the primary function of your Customer Success team, so now is the time to ensure your team has the tools and support they need to continue delivering value to your customers. Communicate frequently : Do not make your customer reach out to you for answers.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

Fonolo

APRIL 16, 2019

To me, it’s a sign that this company “gets it,” and that I am likely in for a great customer service experience. How to Reduce Contact Center Costs AND Improve Customer Service. Her team is a 2019 Stevie Award winner for Back-Office Customer Service Team of the Year. How’s that for setting the tone?

Call Center 108

Call Center Contact Center Engineering Construction 108

CSM Magazine

AUGUST 4, 2023

These engaged customers, in turn, share their delightful experiences with friends and family, acting as brand ambassadors and attracting new customers to the coffee shop. Personalize Your Content In today’s customer-centric landscape, personalizing content emerges as one of the most effective methods of engaging with customers.

Brand ambassadors 52

Brand ambassadors Gamification Entertainment Education 52

Totango

MARCH 3, 2020

Attracting new customers is always cause for celebration, but in today’s customer-centric economy, it is not enough to bring in fresh faces. You need to justify your existence to customers at every step, including during onboarding. Once new customers are onboarded, you need to retain them.

Customer centricity 84

Customer centricity Best practices Enterprise Accountability 84

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat.

Journey mapping 91

Journey mapping Accountability Marketing Metrics 91

ChurnZero

MARCH 3, 2020

The conference features a Customer Service track that focuses session content on Customer Success, Account Management, customer experience, customer feedback, customer loyalty, and customer retention. Upcoming Webinar: Unpacking the Power of the Executive Business Review.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

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

ChurnZero

JANUARY 17, 2020

It may include customer demographics (revenue, size or industry) or even usage statistics (support tickets, license utilization or activities). How to best segment your customers comes down to your product and usage characteristics. Above all ensure that your metrics are as customer centric as possible.

Best practices 72

Best practices Upselling Accountability SaaS 72

ChurnZero

JANUARY 10, 2020

“Customers’ expectations for exceptional service are changing faster than ever, so it was critical to add to the Talkdesk management team a strong CCO who can provide a thorough customer perspective in executive decisions,” said Tiago Paiva, CEO, Talkdesk. Upcoming Webinar: How to Streamline Onboarding to Reduce Churn.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Amity

FEBRUARY 21, 2018

Based on the responses you get, you should be able to evaluate where the company stands in regards to customer-centricity and alignment. Customer Success Managers’ compensation structures vary widely across organizations. Building a career in Customer Success is not only rewarding but immensely exciting.

Upselling 77

Upselling Sales Finance Analytics 77

Fonolo

APRIL 24, 2019

How to Reduce Contact Center Costs AND Improve Customer Service. With over 20 years of writing experience, she is responsible for content strategy and implementation of solutions designed to increase customer success and support long-term customer retention. Shai Berger , Co-Founder and CEO, Fonolo.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

Totango

SEPTEMBER 4, 2020

When your enterprise adopts a tech-touch digital strategy, it begins to evolve a scalable, measurable approach to customer success that increases customer retention. You should reach a point where every customer touch has an impact and is an extension of your brand identity.

Enterprise 63

Enterprise Accountability Customer centricity Education 63