Totango

NOVEMBER 22, 2017

So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Machine Learning 85

Machine Learning Customer-Centric Organization Innovation AI 85

Totango

FEBRUARY 28, 2024

This is a revolution for the next turn of customer success: a focus on revenue and post-sale monetization. I am thrilled to announce that Totango has joined forces with Catalyst , innovative thought leaders who have developed an intuitive solution to power customer-led growth.

Artificial Intelligence 111

Artificial Intelligence Customer Acquisition Customer-Centric Organization Sales 111

PeopleMetrics

APRIL 4, 2017

Not only is customer experience improvement based on a deep understanding of where interactions with customers fail to meet expectations, the ability to drive customer experience innovation can thrive only in an environment where ‘fear of failure’ isn’t part of the organizational culture.

Voice of the Customer 94

Voice of the Customer Gaming Innovation Customer-Centric Organization 94

Beyond Philosophy

JUNE 2, 2015

For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. The post Like Just About All of Their Customers… I LOVE Wegmans!!!

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Customer Think

MAY 6, 2024

Want to call yourself a true customer-centric organization? With the significant rise of digital technologies in the workplace, companies today need to create holistic, intuitive, and connected experiences that meet their customers where they are to foster high trust and loyalty.

Customer-Centric Organization 69

Customer-Centric Organization Customer Experience Technology Technology 69

PeopleMetrics

OCTOBER 25, 2017

All great CEM programs start by listening to what your customers have to say, and this naturally forces you to face the sometimes difficult truths behind your customer’s biggest pain points. Market leaders are using customer feedback to continuously innovate their CX and operations at scale. Don’t live in the gap.

CEM 122

CEM Customer Experience VOC Government 122

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

ClientSuccess

MAY 18, 2021

Have a game plan coming out of the meeting for innovation or change that customers can readily hold your team accountable. . One unique thing about Customer Advisory Board meetings is that these meetings represent a subset of your customer population that gets it when it comes to your product. Ready to learn more?

Customer-Centric Organization 65

Customer-Centric Organization Innovation Gaming Start-ups 65

Zendesk

APRIL 12, 2021

A culture centered on customers will inherently be more flexible than one that isn’t, because evolving to suit buyers’ changing expectations is necessary for a customer-centric organization. “If Create” cultures have that passionate, innovative, start-up energy. Type 1: Create culture.

Net Promoter Score 98

Net Promoter Score Start-ups Customer-Centric Organization Social Media 98

Totango

FEBRUARY 25, 2019

Papke, a globally recognized organizational and leadership psychologist, bestselling author and expert on the alignment and innovative development of organizations, teams and leadership, will share his unique insights and best practices for creating customer-centric organizations at the enterprise level.

Customer-Centric Organization 50

Customer-Centric Organization Innovation 50

Totango

NOVEMBER 22, 2017

So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Machine Learning 48

Machine Learning Customer-Centric Organization Innovation AI 48

Chip Bell

OCTOBER 23, 2018

While the line related to his daughter’s opening a gift, it could fit the quest of any customer-centric organization. More than skating to where the puck will be, it signaled deep customer understanding, deliberate dreaming, with a heavy dose of humility.

Customer Experience 67

Customer Experience Customer-Centric Organization Technology Technology 67

Zendesk

DECEMBER 1, 2020

When rethinking business and operating processes, here are tactics to keep your focus on the bigger picture: how to deliver breakthrough value to your customer. Know thy customer. To unlock impactful change, customer-centric organizations take an integrated approach, linking customers’ needs to transformation.

AI 98

AI Technology Technology Artificial Intelligence 98

Gainsight

OCTOBER 7, 2019

Doubling down on Product Experience to solve a major problem in SaaS that interferes with customer success and business growth. . In SaaS, the majority of customers’ interactions with vendors aren’t through their people, but rather their products. The partner ecosystem is growing.

Healthcare 13

Healthcare Real Estate Education Innovation 13

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Beyond Philosophy

OCTOBER 8, 2014

Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centric organization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

SurveySensum

MAY 2, 2024

By swiftly addressing concerns and offering compensation or alternative accommodations, Airbnb turned potential negative experiences into opportunities for positive engagement, fostering customer loyalty and advocacy. Data-Driven Innovation Imagine a bustling coffee chain, Bean & Grind.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Totango

APRIL 25, 2019

Edgar Papke followed with an interactive session that shared a framework for true alignment and building brand intention, customer-centric culture and innovation by design.

NPS 54

NPS Entertainment Customer-Centric Organization Education 54

CSM Practice

MARCH 1, 2021

Peled shared how Salesforce transformed its traditional way of navigating customer relationship management into an unconventional yet innovative one. He tackled how Salesforce delivered a robust framework, which they converted as a tool to become more a customer-centric organization.

Customer Relationship Management 52

Customer Relationship Management Invoicing Customer Relationship Customer-Centric Organization 52

SurveySensum

SEPTEMBER 14, 2020

Build a customer-centric organization from top to bottom and ensure that they adopt a digital-first approach. . Also, restructure the team or reallocate the resources as per the customer demands. Use innovative technologies. The customer’s expectations are high!

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

RateMyService

OCTOBER 13, 2023

Teams can work together to implement improvements, break down silos, and create a more customer-centric organization. Employees are encouraged to share their observations and ideas for enhancing the customer experience, leading to ongoing innovation and growth.

Close the Loop 52

Close the Loop Customer Experience Customer Feedback Customer-Centric Organization 52

SugarCRM

OCTOBER 4, 2022

It All Starts with Putting The Customer First. Customer-centric organizations take steps to understand the customer and act on that understanding by creating a culture that empowers employees to put their needs first. And then that simplification creates areas for you to then go innovate and drive new change”.

Customer Acquisition 49

Customer Acquisition Innovation Start-ups Customer-Centric Organization 49

CX Journey

APRIL 3, 2019

What is customer understanding? And, especially, some investments – financial, human, time, resources, technology, and more.

Customer-Centric Organization 60

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 60

Gainsight

JUNE 10, 2021

The progressive actions to challenge the COVID dilemma for themselves and customers demonstrated their worthiness of the Challenger Award. Nominated by Jean Nairon, Vice President, Customer Success Operations, PTC. The real secret of customer-centric organizations is the ability to build deep partnerships spanning across organizations.

Scorecard 52

Scorecard Outlook NPS Customer-Centric Organization 52

Qualtrics

FEBRUARY 1, 2019

In fact, according to a recent study , 56% of consumers and 66% of business buyers actively seek to buy from the most innovative companies. We all know the story of how Blockbuster couldn’t innovate fast enough and lost out to the digitally-enabled Netflix. It’s about well-timed innovation.

Innovation 20

Innovation Machine Learning Customer-Centric Organization NPS 20

SurveySensum

APRIL 7, 2023

After all the long theories and explanations, the final question is — ‘How do you gauge the success of your customer-centric culture? Or how do you measure your success as a customer-centric organization?’ Why is customer-centric culture important?

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Customer Feedback 52

Comm100

DECEMBER 1, 2017

CCW Digital’s Report reveals that 66% of organizations believe that personalized experiences define customer-centric brands. The last two qualities of a customer-centric brand according to companies are creative customer engagement options (41%), and the use of technology in the customer experience (39%).

Contact Center 58

Contact Center Social Media Customer Journey Map Omnichannel 58

CX Journey

APRIL 3, 2019

What is customer understanding? And, especially, some investments – financial, human, time, resources, technology, and more.

Customer-Centric Organization 32

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 32

CX Journey

APRIL 5, 2017

Imitation is the death of innovation. When imitating, there's no need for innovation, right? Instead, competition drives innovation, and vice versa. And innovation drives success, simply because it allows you and your competitors to offer a variety of products to meet your customers' varying needs.

Customer Experience 57

Customer Experience Innovation Customer-Centric Organization CX 57