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.

Customer Centricity 54

Customer Centricity Innovation Customers Groups 54

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Chatbots Customer Centricity Roadmap 52

Horizon CX

APRIL 1, 2024

Customer experience maturity is a way of measuring an organization’s ability to design and deliver a consistently positive customer experience. These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

DCX

OCTOBER 20, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Chatbots Customer Centricity Roadmap 52

DCX

OCTOBER 13, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. This guide shows how aligning team goals with customer needs drives real business success and gives you practical, no-nonsense tips for making it happen.

Video 52

Video Customer Centricity Roadmap Course 52

CSM Practice

JULY 24, 2019

The customer-centric mindset entails making major decisions while taking customer needs and customer journeys into account. This responsibility is not limited to the CSM (Customer Success Manager) alone, a company-wide disposition to customer satisfaction is crucial to customer success.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

ECXO

DECEMBER 26, 2023

The Digital-First Customer Experience: Seven Design Strategies from the World’s Leading Brands by Joe Wheeler. Journey To Centricity: A customer-centric framework for the era of stakeholder capitalism Paperback by Ilenia Vidili. The goal is for you to begin developing your roadmap by the time you finish reading this book.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

DCX

JULY 30, 2024

Think about it: What could you achieve if your whole team caught your customer-centric fire? Your customers are counting on you. A CX Leader's Guide to Organizational Buy-In As a CX leader, you know that customer centricity is the cornerstone of business success in today's market. Don't let your passion fizzle out.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Alida

NOVEMBER 8, 2017

She joins Vision Critical with more than 14 years’ experience in driving customer experience programs, delivering successful initiatives and aligning departmental silos around the voice of customers. You have a strong background in driving customer experience programs from leadership positions at software companies.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Experience Investigators by 360Connext

JULY 24, 2019

Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense. In my consulting work, I run into these six CX problems often, so there’s a good chance they’re affecting your organization too. CX Problem #3.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

Totango

AUGUST 13, 2024

Master the RACI: Your roadmap to success A RACI matrix, which stands for Responsible, Accountable, Consulted, and Informed, is a powerful tool for clarifying roles and responsibilities across teams. Are you ready to unlock a new level of impact for your customer success team?

Customer Success 101

Customer Success Management Customers Roadmap 101

DCX

DECEMBER 22, 2024

Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture? Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success.

Retail 52

Retail Self Service Tips Customer Centricity 52

BirdEye

MAY 17, 2023

Amazon Mission statement: “To be Earth’s most customer-centric company.” The eCommerce platform continues to be innovative in connecting buyers and sellers in a customer-centric way. Coca-Cola puts its customer-centric mission statement into action with sustainability and social justice initiatives.

Examples 98

Examples Sports Innovation Social Media 98

SurveySensum

SEPTEMBER 25, 2024

Perhaps its greatest innovation is the T-Mobile Tuesdays app that always offers customers bonuses, special offers, discounts, and free stuff to make the customers feel special. Impact: T-Mobile’s CX and customer-centric innovations have earned it top honors in J.D. Power’s 2024 U.S. rating from over 11,000 reviews.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Role of Customer Success Manager in a SaaS Company. 10 Customer Success KPIs. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ChurnZero

JANUARY 8, 2021

“Ken is a change agent, a problem-solver and a pragmatic leader who is passionate about developing strong, lasting relationships with customers,” said Zander Lurie, CEO of SurveyMonkey, in a statement. “He Prior to Alida, Jason led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

SuiteCX

NOVEMBER 3, 2015

But how do you ensure the investment you place in CX will be well spent? After 20 years of experience in Customer Experience Management consulting, we have determined that there are six key steps to deliver a best-‐in-‐class customer experience.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Market presence: Revenue and number of customers.

Report 98

Report Trends Customer Success Self Service 98

Gainsight

JANUARY 9, 2019

How many of us have heard a business claim “our key differentiator is that we’re very focused on the customer?” It’s one thing to say you’re customer-centric. Savvy business leaders have long understood that a certain level of customer-centricity is just table stakes. Fool me twice and all that.

Customer Success 73

Customer Success Customer Centricity Roadmap Software 73

Second to None

MAY 17, 2019

Whereas startups in the west may begin by creating a promising app and obtaining funding through its predicted success, worrying about the business model and finances later, those in the midwest look for a sturdy roadmap with tangible steps and objectives. check out this Business Insider article. [4] 1] [link]. [2] 2] [link]. [3] 3] [link].

B2B 90

B2B Roadmap Brands Culture 90

Thematic

MARCH 27, 2023

There are several key factors that help move you up the VoC maturity curve: Strategy, technology & data, and internal enablement & customer centricity (culture). You’ve established a customer centric culture with the “voice of your customers” at the heart of your CX strategy and business operations.

Tips 71

Tips Customer Centricity Feedback Social Media 71

ClearAction

NOVEMBER 26, 2017

Customer-centricity. Mobilizing behind the customer requires cross-functional alignment & collaboration. An operational roadmap for effectiveness. Rationalized change roadmap. The post 52 Reasons to Embrace Marketing Operations appeared first on ClearAction Customer Experience Consulting.

Marketing 70

Marketing Roadmap Competitive Advantage Leadership 70

ClearAction

MARCH 21, 2017

As Linden and Chris Brown describe in their book, The Customer Culture Imperative , a database of more than 200 companies makes it possible to benchmark your organization to growth success standards. For more information about this research and how organizations can use it, see Measure Customer-Centricity at ClearActionCX.com.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Gainsight

APRIL 12, 2022

While you have been planning and thinking through your improvement roadmap, your team may not yet have the same level of understanding. Utilize Consulting Experts. Outside consulting firms can be extremely helpful in bringing objectivity to change management initiatives. Remain Customer-Centric.

Customer Journeys 52

Customer Journeys Customer Centricity Consulting Roadmap 52

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Our Presenters: Brad Linville, Sr.

Customer Journeys 45

Customer Journeys B2C Customer Experience Professionals Customer Centricity 45

Gainsight

OCTOBER 7, 2019

What a way to expedite our product roadmap, ensuring our priorities are in line with our customers and meeting their demands. There’s finally a solution for company wide customer-centricity: The Customer Cloud. Customer success is expanding beyond SaaS. .

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

Wootric CX Blog

SEPTEMBER 2, 2020

This means, regardless of their role in your organization, every employee should be thinking about the customer experience and how they can improve this experience as part of their daily duties. Make “Customer-Focus” a Pre-Hire Priority. This organization-wide, customer-centric mindset should start before an employee is hired.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

ChurnZero

JANUARY 13, 2023

Ed Powers , principal consultant, Service Excellence Partners. 2023 will be a big year gaining market traction in new customer intelligence platforms. Customers scrutinizing expenditures will not have the luxury of sticking around with vendors where value is not returned multiple fold.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. It just begins by de-risking the first 90-days.

ROI 76

ROI System Roadmap Measurement 76

CX Journey

AUGUST 11, 2016

We send product and market insights that our customers entrust us with across all departments within REA Group and have people from other internal areas actively sitting beside us as well hearing feedback directly from customers to inform their roadmaps. OM : Absolutely. OM : My pleasure! Thanks for the opportunity!

Groups 0

Groups System Case Study Roadmap 0

Confirmit

JULY 10, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Our Presenters: Brad Linville, Sr.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Confirmit

JUNE 26, 2019

If they don’t trust – customers certainly won’t. Director, CX Consulting, Confirmit. Brad is a seasoned customer experience professional with decades of experience leading and managing programs to enhance the customer experience in a wide variety of industries. Our Presenters: Brad Linville, Sr.

Customer Journeys 40

Customer Journeys B2C Customer Experience Professionals Customer Centricity 40

Wootric CX Blog

SEPTEMBER 23, 2020

If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . Think about what question is most relevant to the customer experience you are asking about. . Book a consultative demo today.

Survey 98

Survey Net Promoter Score Effort Score How To 98

Gainsight

APRIL 29, 2019

Product leader, author, consultant, speaker, and teacher, Melissa is a powerhouse of product management know-how. I sat down with her at INDUSTRY EUROPE ‘19 to learn how all of us in product management can be more customer-centric. Q: In what ways can Product teams use support from other teams, like Customer Success (CS)?

Roadmap 14

Roadmap Conference Sales Meeting 14

ChurnZero

FEBRUARY 26, 2021

“That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda. Take the initiative to align on your product roadmap. That was years of friction between Product and Customer Success that was distilled into a few training sessions.

Customer Success 59

Customer Success Company Management Roadmap 59