Totango

NOVEMBER 22, 2017

Customer Success Summit 2018 will not only cover the basics – best practices for onboarding, creating a robust customer health model, and implementing the right playbooks – but also delve into advanced learning and new technologies to enable a more effective and mature customer centric organization.

Machine Learning 85

Machine Learning Customer-Centric Organization Innovation AI 85

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. Michael Lowenstein, Ph.D.,

Retail 97

Retail Customer-Centric Organization Construction Innovation 97

Aquire

NOVEMBER 17, 2021

Provide superior customer service 6. Be a customer-centric organization 9. Survey customers properly. Create a customer loyalty program. Loyal customers should be rewarded appropriately for being long-term advocates of your brand. Provide superior customer service. Let’s get started.

Social Media 97

Social Media Customer-Centric Organization E-commerce Customer Loyalty 97

Chip Bell

OCTOBER 23, 2018

I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly. The day began with a write-it-down line from one of their top technology people, “I never knew I always wanted this.” Now, for the backstory.

Customer Experience 67

Customer Experience Customer-Centric Organization Technology Technology 67

Beyond Philosophy

DECEMBER 21, 2023

To summarize, most people think AI will be a great enhancement to the market research industry, and no one group has a majority opinion on what that means for customer insight or market research jobs. If we look back, technology rolls like a wave through a lot of industries. I’m sure organizations feel the same way as I do.

Unstructured Data 88

Unstructured Data AI Customer-Centric Organization Gaming 88

Experience Investigators

SEPTEMBER 5, 2023

For example, if a big goal is to start collecting customer feedback at key points in the journey, then you need a tool for that. If the implementation of the technology is slow, cumbersome, or just not getting the adoption required, then it’s fruitless to create a goal about customer feedback.

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

Beyond Philosophy

OCTOBER 4, 2019

However, not everyone with a new technology product does a good job communicating what their new features do. The technology required education, and TiVo didn’t provide it. Colin Shaw, global leader in Customer Experience and conference speaker, can inform and entertain your next conference audience.

Social Media 25

Social Media Education Start-ups Entertainment 25

Zendesk

DECEMBER 1, 2020

Digital transformation and customer experience. Digital transformation (DX) is an ongoing journey of using digital technology and digital strategy to fundamentally change an organization’s customer experience, business and operating processes, or culture. Technology. Know thy customer. Learn more.

AI 98

AI Technology Technology Artificial Intelligence 98

PeopleMetrics

APRIL 4, 2017

Failure isn’t fun: when valuable customers are unhappy; or if the people, data, processes and technologies that help you design and deliver those experiences don’t work as well as they should; or the myriad other ways that things can go wrong. It’s time to begin the process of learning from your failures.

Voice of the Customer 94

Voice of the Customer Gaming Innovation VOC 94

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. It must be a part of every motion in your business.

Sales 111

Sales Customer-Centric Organization Customer Acquisition Government 111

Totango

NOVEMBER 22, 2017

Customer Success Summit 2018 will not only cover the basics – best practices for onboarding, creating a robust customer health model, and implementing the right playbooks – but also delve into advanced learning and new technologies to enable a more effective and mature customer centric organization.

Machine Learning 48

Machine Learning Customer-Centric Organization Innovation AI 48

ClearAction

DECEMBER 30, 2017

Customer-Centric Innovation Lynn Hunsaker. What defines a customer-centric organization, and why is taking a customer-centric approach increasingly seen as important? Clear Action’s Lynn Hunsaker and Patricia Seybold Group’s Matthew Lees argue the business case for a customer-centric organization.

Innovation 54

Innovation ML Customer-Centric Organization Start-ups 54

SurveySensum

SEPTEMBER 14, 2020

They are now struggling with the funds, technology, and resources to drive a successful digital CX transformation. Their biggest challenge is to keep up with the existing customer base. Because if they don’t serve their customers’ strict needs, there is a high probability of churn. Train them on new technologies.

Customer Experience 59

Customer Experience Social Media Sentiment Analysis CX Transformation 59

Comm100

APRIL 25, 2019

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal.

Omnichannel 67

Omnichannel Customer Experience Start-ups Customer-Centric Organization 67

Gainsight

MARCH 15, 2022

What CS operations and technology budget will I have? I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager. How much time does CS get in the board meeting? How does the all hands agenda reflect CS? Are CSMs invited to the sales kickoff?

Customer-Centric Organization 59

Customer-Centric Organization Sales NPS Engineering 59

CSM Practice

FEBRUARY 24, 2020

Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. 3 New Customer Onboarding Best Practices: [link]. 5. Advocacy Activity.

Net Promoter Score 59

Net Promoter Score NPS Touchpoint Start-ups 59

PeopleMetrics

AUGUST 4, 2014

It’s a two-step process: Every year, we use our Voice of the Customer client feedback software and technology to pick out the clients that have received the highest rate of Recognize alerts (read more about a closed-loop system and action alerts here). Become More Customer-Centric Today.

Customer-Centric Organization 48

Customer-Centric Organization Customer Feedback Voice of the Customer Customer Experience 48

Lumoa

JANUARY 23, 2018

Machine learning technologies can detect the degree of sentiment as well: if someone hates your product, the negative sentiment is stronger than if he just dislikes it. Similarly, if someone loves your customer service personnel, the positive sentiment is stronger than if they just feel it’s good.

Text Analytics 114

Text Analytics Sentiment Analysis NPS Net Promoter Score 114

CSM Practice

FEBRUARY 12, 2020

Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. Driving Customer Centricity with Data: [link].

Customer-Centric Organization 52

Customer-Centric Organization Sales Actionable Insights Technology 52

CX Journey

APRIL 3, 2019

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

Customer-Centric Organization 60

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 60

Qualtrics

MAY 30, 2019

Use geolocation technology to personalize based on location. The best customer-centric organizations start at the top. CX and company leaders must model the importance of customer-centricity and let it trickle down to employees. Offer recommendations based on past purchases. Adopt a top-down approach.

CX 52

CX Customer Experience Customer Journey Map Close the Loop 52

CSM Practice

FEBRUARY 24, 2020

Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. 3 New Customer Onboarding Best Practices: [link]. 5. Advocacy Activity.

Net Promoter Score 52

Net Promoter Score NPS Start-ups Customer-Centric Organization 52

CSM Practice

FEBRUARY 24, 2020

Customer advocacy is no doubt crucial to gaining new customers in both services and technology companies. Advocates occur naturally but it is the job of the customer success team to promote advocacy among your successful customers. 3 New Customer Onboarding Best Practices: [link]. 5. Advocacy Activity.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Start-ups 52

CSM Practice

MARCH 1, 2021

He tackled how Salesforce delivered a robust framework, which they converted as a tool to become more a customer-centric organization. Salesforce and Customer Relationship Management. Customer relationship management helps businesses build intimate and meaningful relationships with their customers.

Customer Relationship Management 52

Customer Relationship Management Invoicing Customer Relationship Customer-Centric Organization 52

CX Journey

FEBRUARY 7, 2019

Understanding a particular customer experience (what went wrong or well) can be useful to inform business decisions, however, it cannot be generalized for an entire group of buyers. Customer needs and interactions with brands are changing as well as their expectations as technology advances. Documented one time.

Customer-Centric Organization 43

Customer-Centric Organization Construction Touchpoint CX 43

Gainsight

MAY 21, 2021

His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a bit too messy and complex. Come help me simplify the services organization.”. But our “product” is more than just our technology. We Cranked-Up Our Best Practices.

NPS 52

NPS Scorecard Sports Customer-Centric Organization 52

Gainsight

JANUARY 11, 2024

This role leads key areas of enablement, including curriculum and credentialing, to deliver a shared value to academic institutions, Siemens customers and internal stakeholders. Important Skills for Customer Education Managers Instructional design: Designing effective and engaging educational content across different mediums is key.

Education 52

Education CEM Customer-Centric Organization Sales 52

Gainsight

OCTOBER 7, 2019

Adoption across our customer base this year has been monumental—we’ve increased expansion bookings by 100% from last year. Unity technologies, ADP, and Slack are just some of our new Gainsight customers. All of that, on top of the fact that we’ve seen it firsthand in terms of market demand. The partner ecosystem is growing.

Healthcare 13

Healthcare Real Estate Education Innovation 13

SurveySensum

MAY 2, 2024

Integrating feedback loops across all functions, from product development to employee training, creates a customer-centric organization that thrives in the long run. This is the future of closing the loop: technology-powered real-time responsiveness. Empower Your Customer Service Now, it’s your turn.

Close the Loop 52

Close the Loop Customer Service Social Media Innovation 52

Comm100

APRIL 25, 2019

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. consistently serve customers in their preferred channel – even with access to unprecedented technology and a host of customer experience tools at their disposal.

Omnichannel 40

Omnichannel Customer Experience Start-ups Customer-Centric Organization 40

CSM Practice

FEBRUARY 20, 2020

Irit is frequently featured in podcasts , books , and industry events as a subject matter expert on customer success operations and strategy. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. 3 New Customer Onboarding Best Practices: [link].

Artificial Intelligence 52

Artificial Intelligence Actionable Insights Scorecard Predictive Analytics 52

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018.

Contact Center 58

Contact Center Social Media Customer Journey Map Omnichannel 58

Gainsight

JUNE 10, 2021

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

SugarCRM

OCTOBER 4, 2022

But while we may be talking about a cybersecurity company, the main topic on Bret’s mind was customer experience and building a customer acquisition strategy. It All Starts with Putting The Customer First. The challenge comes in when it’s time to organize and put together the team to build the solution.

Customer Acquisition 49

Customer Acquisition Innovation Start-ups Customer-Centric Organization 49

SurveySensum

APRIL 7, 2023

In the end, building a customer-centric culture requires a deep understanding of the customer’s needs and wants and a commitment to delivering a positive customer experience. #9 After all the long theories and explanations, the final question is — ‘How do you gauge the success of your customer-centric culture?

Net Promoter Score 52

Net Promoter Score NPS Customer Satisfaction Customer Feedback 52

CX Journey

APRIL 3, 2019

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

Customer-Centric Organization 32

Customer-Centric Organization Customer Feedback Customer Expectations Touchpoint 32

Qualtrics

NOVEMBER 16, 2021

We knew we wanted our customer experience to be quick and easy, and enabled by technology. Enabled by insight into what people wanted, we could build our customer journeys to address these needs.” With real-time access to customer feedback, our team can immediately close the loop with customers.

Customer Experience 26

Customer Experience Close the Loop Scorecard Customer-Centric Organization 26