Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

SurveySensum

DECEMBER 30, 2024

ChurnZero B2B, SaaS Proactive customer engagement with real-time interactions Automated health score monitoring for predictive insights Data-driven decisions with key CX metrics Automated playbooks for scalable engagement $12,000 annually 4.7 Top 10 CustomerGauge Alternatives in 2025 1. Top 10 CustomerGauge Alternatives in 2025 1.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

eglobalis

DECEMBER 4, 2024

Complex Decision-Making in B2B Requires Human Expertise B2B customer journeys often involve multiple stakeholders and intricate decision-making processes. Example: IBM combines AI insights from Watson with its global consulting teams to deliver tailored solutions for clients.

B2B 419

B2B Culture Government Innovation 419

ChurnZero

JANUARY 10, 2025

While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). And even more specifically, in the sphere of digital customer success.

Trends 52

Trends Customer Success Net Promoter Score Customer Journeys 52

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

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Course Customer Journeys Customer Success Consulting 98

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. The ESG Digital Customer Success Starter Pack includes: One-hour digital Customer Success maturity assessment.

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Consulting Customer Success Strategy Chief Customer Officer 98

Lumoa

MARCH 12, 2023

These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. The purpose of a CX platform is to create a big-picture, comprehensive view of the customer journey. Say a customer contacts your support team because they run into a problem.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 89

Consulting Customer Success Strategy Chief Customer Officer 89

Blake Morgan

JANUARY 28, 2025

Customer success is a proactive strategy designed to help clients reach their goals while strengthening long-term partnerships. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Customer Success 52

Customer Success Strategy Chief Customer Officer Leadership 52

Education Services Group

JUNE 1, 2023

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. In my last article, I looked closely at the first phase a prospective customer hits when they learn about your business: Awareness.

Customer Journeys 52

Customer Journeys Touchpoint Customer Success Sales 52

eglobalis

MARCH 30, 2025

Predictive CX analytics also thrives in banking: Banks combine transaction data, support contact history, and even external factors to create early warning scores for customer unhappiness. If a normally active banking customer suddenly reduces usage and contacts support twice in a month, a predictive model might signal a risk of attrition.

Survey 317

Survey Banking NPS Effort Score 317

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. CX Leaders Webinar: The Road to Customer Excellence. Gaining CX Buy IN.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

CloudCherry

MARCH 8, 2019

She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She is the head of Customer Experience at Courts Malaysia SDN BHD. Rashiruleneey Rashid.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Lumoa

APRIL 28, 2024

You will need to reach out for a consultation first. Which Platform Fits Your Needs? Let’s take a deeper look into the cost of each platform: At the moment, neither Qualtrics nor Medallia offers pricing information on their website.

Self Service 195

Self Service Customer Journeys Multi-Channel Feedback 195

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. >> Download our Journey Workbook. What is a customer journey?

Customer Journeys 52

Customer Journeys Tips Exercises Consulting 52

Clarivate

DECEMBER 6, 2018

Denver, CO, December 6, 2018 – CustomersFirst Now (CFN), a leading provider of Journey Mapping software and Customer Experience consulting services, has been named the winner of the 2018 Aragon Research Innovation Award for Customer Journey Mapping. For a free trial or demo, please visit [link].

Customer Journeys 49

Customer Journeys Innovation Financial Touchpoint 49

Pointillist

JULY 25, 2018

Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. Steps to Implement Customer Journey Analytics.

Customer Journeys 93

Customer Journeys Analytics How To Government 93

Waypoint Group

SEPTEMBER 2, 2015

Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company. How/Where value is realized within the journey. How the relationship is affected at each touchpoint. Training/Education.

Customer Journeys 40

Customer Journeys B2B B2C ROI 40

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Customer Success 52

Customer Success How To Insurance Culture 52

Experience Investigators by 360Connext

JANUARY 5, 2021

If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture. Here are six foundational practices we use when consulting and workshopping with our clients to get specific and create that organizational magic. Get it here.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 122

Customer Success Guidelines Social Media Tips 122

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Calculating Regular Journey Touchpoints.

Customer Success 98

Customer Success Touchpoint Analysis Customer Journeys 98

Amity

NOVEMBER 28, 2018

Amity sat down with Bradley Liou , Director of Customer Success at Densify to ask him about all things Customer Success. Read our interview with Bradley to find out where Customer Success started at Densify, where it is now, and where it’s headed in the future. A lot of the time things are reactive.

Customer Success 106

Customer Success Competitive Advantage Customers Software 106

ECXO

JULY 22, 2024

Enhancing First Impressions The initial interaction with a product is critical in setting the tone for the entire customer journey. Exclusive Access: Providing loyal customers with access to new features or beta programs. Personalized Assistance: Offering dedicated customer success managers for personalized support.

B2B 207

B2B Customer Experience Self Service e-support 207

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Education Services Group

MARCH 4, 2021

We talk to Customer Success organizations at all phases of development, so we often get asked about the differences between hiring a consultant, a staffing agency, and ESG. Scaling Customer Success is a huge undertaking, no matter where you are in your journey to full Customer Success maturity.

Consulting 52

Consulting Customer Journeys Customer Success Strategy 52

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ShepHyken

NOVEMBER 2, 2021

Shep Hyken interviews Colin Shaw, co-host of the Intuitive Customer podcast and the Founder & CEO of Beyond Philosophy LLC , a customer experience consulting company that has been recognized by the Financial Times as ‘one of the leading management consultancies for the last three years in a row.?They

Customer Journeys 78

Customer Journeys Consulting Financial Video 78

ChurnZero

JULY 29, 2022

A customer’s decision to stay with you doesn’t come from a single interaction; instead, it reflects their entire experience across your organization. To tap retention as a growth channel, you need a customer success strategy that elevates your customer success teams and puts customers at the heart of everything you do.

Customer Success 98

Customer Success Touchpoint Customer Centricity Customers 98

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

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Report Trends Customer Success Self Service 98

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Improve the customer journey.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Calabrio

MARCH 5, 2025

These solutions enable organizations to stay responsive to customer behaviors quickly, with more accuracy and in a cost-effective way. 9 Voice of the Customer Best Practices Are you ready to identify opportunities and issues in real-time and make better data-driven decisions?

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 100

Totango

APRIL 18, 2022

Selecting the right customer success platform for your organization can be challenging. In this article, we’ll look at the mistake of not putting customer success into the hands of your whole team. . Customer success is a fast-paced industry. Quick Adoption is Key to Success. We’ve all been there.

Customer Success 100

Customer Success Self Service Customer Journeys Resources 100

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. How to overcome those challenges?

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. Customer Education changes behavior.

Consulting 52

Consulting Customer Success Net Promoter Score Management 52