ClearAction

FEBRUARY 27, 2016

As Marketing departments take a bigger role in customer experience management, a more holistic perspective allows your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations still grapple with. Context is the mantra for making something strategic.

Marketing 98

Marketing Strategic Value Metrics Enterprise 98

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

TeamSupport

SEPTEMBER 14, 2020

In Part 1 of this blog series, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes—based on the whitepaper co-produced by ServiceXRG and TeamSupport. This is the first step in customer retention.

B2B 81

B2B Customer Support SaaS Strategic Value 81

ClearAction

FEBRUARY 27, 2016

As Marketing departments are taking a bigger role in customer experience management, a more holistic perspective will allow your company rise to the top of the field. Supporting the entire customer lifecycle, for example, is a goal that most Marketing organizations are still grappling with. Customer Retention Begins with Trust.

Marketing 59

Marketing Strategic Value Metrics Enterprise 59

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClearAction

DECEMBER 5, 2023

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. Does it cost you when you reduce value to customers?

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62