Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

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. Refining post-sale strategies to better understand and meet the needs of customers.

Report 95

Report Trends Customer Success Self Service 95

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. This statistic alone shows a significant shift in potential customer journeys.

Customer Experience 221

Customer Experience Social Media Video Customers 221

CX Journey

MAY 17, 2017

If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.? Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements. Have you mapped your customer journeys?

Survey 159

Survey Feedback Social Media Roadmap 159

Totango

FEBRUARY 5, 2019

ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement. That information is then turned into customer solutions that create an ongoing revenue source across the entire customer journey. In short, customer knowledge conquers churn fear. Rapidly Onboarding.

ROI 76

ROI Customer Success Strategy Effort Score 76

Customer Alignment

OCTOBER 2, 2017

As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.” Customer Experience issues are highly visible outside of the organisation. Interestingly, laggards are on (the right?)

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

SmartKarrot

AUGUST 26, 2022

Working closely with the Sales & Onboarding teams to ensure a smooth customer journey. Implementing customer change programmes. Creating, developing, and leveraging Head, Director and C-level relationships with customers. Putting in place Success Enablement processes using data and reporting tools.

Customer Success 19

Customer Success e-support Case Study Roadmap 19