CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Manager, Partner & Customer Experience.

Customer Success 78

Customer Success Meeting Lifetime Customer Consulting 78

Totango

FEBRUARY 28, 2019

Adoption is about more than just usage; it’s about helping your customer get the most out of your services. It follows then, that your adoption metrics should reflect this deeper goal and generate insight into customer engagement. Ultimately, the best way to build trust with a customer is to deliver valued ROI.

Metrics 83

Metrics Customer Success ROI Measurement 83

Totango

JULY 30, 2019

To put it another way, customer success is focused on the overall customer journey and the search for lifetime customer value , while customer experience is focused on all the interactions a client has with your company. . To do that, consider using customer success software. The Digitization of Business.

Customer Success 77

Customer Success Customer Experience Lifetime Customer Effort Score 77

BlueOcean

MAY 16, 2017

These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. We know from experience that engagement is enhanced when agents know our clients by name and know that their experience on the frontline is heard and valued.

Contact Center 136

Contact Center Call Center Government Culture 136

Totango

MARCH 21, 2019

The Top Customer Success Team Goals. Every phase of the customer journey can potentially generate results. With an emphasis on nurturing lifetime customer value , those results are measured in terms of usage rates, customer engagement , customer satisfaction, and customer trust.

Customer Success 87

Customer Success ROI Lifetime Customer Customers 87

Totango

FEBRUARY 7, 2019

With a focus on lifetime customer success rather than on quick revenue raising, you can turn your renewal process into a celebration of an ongoing partnership. It’s a customer-centered approach that reflects the broader economy we currently operate under, one where the customer expects individualized treatment.

Customer Retention 82

Customer Retention Lifetime Customer Customers Engagement 82

LiveChat

DECEMBER 9, 2016

So, what do you do to keep your customers engaged over the years ? Customer engagement strategies. Customer engagement is the process of actively nurturing and managing relationships with customers. One of the best ways to check if your customers are engaged is to use NPS ( Net Promoter Score ).

Customer Engagement 28

Customer Engagement Engagement Strategy Social Media 28

Totango

APRIL 23, 2019

As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn. Prioritize At-Risk Renewals.

How To 72

How To Effort Score Lifetime Customer Customer Success 72

Totango

FEBRUARY 26, 2019

Help customers fully adopt your product by engaging them with a nurturance campaign. On a regular basis, send customers messages that offer helpful information. Then you can refine your best practices in order to speed up future onboarding periods and maintain quality across all engagements. #6:

Strategy 78

Strategy Software Lifetime Customer Social Media 78

Totango

AUGUST 8, 2019

For example, monitoring metrics known to have a direct impact on customer business success—think license utilization, feature adoption, and more—helps you implement proactive customer engagements. You can monitor customer health scores that provide an at-a-glance look into how a customer is doing.

Customer Centricity 91

Customer Centricity Customer relationships Lifetime Customer Metrics 91

Bold360

APRIL 13, 2020

Agents want to help but are simply inundated, which impacts not just the quality of their service delivery but also their level of employee engagement. Self-service tools can engage directly with customers and answer basic questions, as well as facilitate simple transactions, thus absorbing workload. The result?

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

Bold360

APRIL 18, 2018

While the formulation of a modern customer experience strategy goes beyond deploying tools and technologies (cultural shifts and process modernization are also crucial pillars), having the right solutions in place can help drive the rest of the engagement strategy forward. Effective Pre-Sales Engagement Increases Conversion Rate.

Omni-Channel 51

Omni-Channel Strategy Customer Experience Chatbots 51

Bold360

MARCH 29, 2021

We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. 3 Big Trends in Customer Engagement . It’s all about engaging customers in ways that customers prefer, 24/7.

Self Service 52

Self Service Call Center Chatbots Customer Relationship Management 52

Totango

JANUARY 22, 2018

VP, Global Head Digital Customer Engagement. With more than 20 years in customer-focused leadership and management, Krista is an innovative leader passionate about engaging customers and creating excellence in customer experience across industries. Manager, Partner & Customer Experience.

Customer Success 48

Customer Success Meeting Lifetime Customer Consulting 48

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. Why is Customer Experience (CX) so important?

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Wootric

AUGUST 21, 2018

To put it simply, artificial intelligence is machine learning that uses data to improve operational efficiency and customer engagement. These smart assistants simulate intelligent conversation via messaging apps and can perform a multitude of tasks to heighten the customer experience. Undoubtedly it’s chatbots. Virtual reality.

Technology 58

Technology Customer Experience Chatbots Retail 58

Verint

DECEMBER 19, 2017

Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” While better customer service was naturally front and center at such an event, what we also examined was how communities can help build customer loyalty and brand trust.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Beyond Philosophy

DECEMBER 23, 2015

In this omni-channel world, maintaining proactive and positive relationships with customers, throughout the life cycle, is a key component of the CCO’s role within the enterprise. CCOs, in other words, need to be able to align and innovate engagement and relationship strategies.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

CustomerSuccessBox

OCTOBER 21, 2021

You have to keep track of their engagement with your product. But let’s talk about the different types of engagements you can track from a CSM. An account health provides you with an overall look of the customer. Like sending a playbook to a specific module/use case that the customer wanted to use but couldn’t.

Customer Success 52

Customer Success Effort Score B2B Customers 52

Avaya

JUNE 18, 2018

Each interaction is critical and contributes to the overall lifetime customer experience that drives engagement, value and loyalty. Your entire organization needs to perform at the highest levels to support this end-to-end brand journey.

Contact Center 40

Contact Center Analytics Competitive Advantage Call Recording 40

Kustomer

JANUARY 14, 2021

Tips for Relating With The Customer. Having years of experience and quite a diverse background in customer engagement, Ed Porter has developed a deep understanding of his customers. It’s being able to look at the data within your transactions that are happening between your frontline and your customers.

Omni-Channel 57

Omni-Channel How To Multi-Channel Contact Center 57

CSM Magazine

AUGUST 10, 2017

From the features you would like on a new toaster, to what makes you watch a new movie or box set, to what to call your Christmas Sandwich – customers are massively powerful brand touchstones. What used to be perceived as customer survey spam can now be really engaging and help brands to grow relationships.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

LiveChat

JUNE 8, 2015

So, what do you do to keep your customers engaged over the years ? Truly know your customers and tailor communication. “If If customers are the lifeblood of a business, then the database is its heart. If you deliver something atractive to your customers, you’ll keep them engaged.

How To 28

How To Social Media Video Entertainment 28

SmartKarrot

AUGUST 17, 2020

The benefits of this model extend to both the customer and the business. Customer benefits. It is a big decision to purchase a product for a lifetime. Customer won’t truly know how useful the product is until they start using it. consequently, leads to more renewals and a lower customer churn rate.

Customer Retention 19

Customer Retention Software Ecommerce Lifetime Customer 19

SmartKarrot

JUNE 10, 2020

The process of developing a successful business model relies heavily on customer experience, and is anchored on identifying issues before escalations, making the customers feel valued, providing the right level of engagement at the right time, and also by predicting future trends leading to value addition methodologies on products. .

Customer Success 10

Customer Success Customer Journeys Lifetime Customer Metrics 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Helping businesses create lifetime customers, Donna is an acclaimed Customer Onboarding Expert, Author, and a Speaker.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Michelli Experience

MARCH 7, 2017

I’ve come to believe that in order to be truly successful deploying a customer-experience strategy, you fundamentally have to believe: In general, customers are honest and fair. Lifetime customer value is more important than any single transaction. Lifetime customer value is more important than any single transaction.

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214