Education Services Group

APRIL 25, 2021

.” That’s what is so great about Customer Success. There are always opportunities to improve and iterate, ways to make your customer experience better, more streamlined. In the early stages of Customer Success, CSMs have a tendency to fall into supportive, reactive roles as the organization finds its footing.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

Strativity

OCTOBER 22, 2017

Journey mapping is the starting point for customer experience efforts in many organizations. While an important initial step in improving the experience organizations deliver to customers, on its own, journey mapping does little to change an organization’s customer experience for the better.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Customers White Paper 40

Heart of the Customer

AUGUST 30, 2017

Too much journey mapping is done in an intuitive manner. Which is why half of all journey maps fail to drive action. We surveyed over 100 practitioners and vendors to learn the best practices, and published them in this white paper. Look for this year’s journey […].

White Paper 68

White Paper Customer Journey Mapping Customer Journey Customers 68

delighted

AUGUST 23, 2019

Delivering great customer experiences results in stronger brand loyalty and can truly set your company apart from the competition. An effective customer experience program can help with just that. What is a customer experience program? Delighted’s 20 Customer Experience Terms to Know.

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

Education Services Group

MAY 11, 2018

If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. In short, it’s the idea that most CS teams focus on their biggest customers, typically because of limited resources. Those customers tend to make up the top 20 percent of their customer base. Lower labor costs.

White Paper 40

White Paper Customer Success Engagement Customer Journey Mapping 40

Education Services Group

MAY 25, 2018

However, much of the time we find these organizations and teams operating in silos – ultimately creating a disjointed customer experience. We can hardly fault CS teams for losing their way in a young industry strapped for resources just as much as it is experience. Skipping the development of a customer journey map.

Customer Success 45

Customer Success White Paper Customer Journey Mapping Return on Investment 45

West Monroe

APRIL 18, 2017

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice. There is no silver bullet in building and delivering a Customer Experience program.

Airlines 40

Airlines White Paper Social Media Roadmap 40

Daniel Group

SEPTEMBER 22, 2022

Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it.

Measurement 52

Measurement Management White Paper B2B 52

SmartKarrot

DECEMBER 2, 2020

Customer Success as a niche is highly competitive and caters to a large volume of masses. Simply put, this calls for affirmative thought leaders that promise exceptional customer experience that garnishes a competitive edge over the rest. Sue Nabeth Moore, Customer Success Leader.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Strativity

APRIL 20, 2018

Journey management is defined as “an active process used to optimize the journey over time as the organization and customers evolve.” It enables an organization to remain on course in its efforts to optimize the journey and the customer experience.

Customer Journey 40

Customer Journey Management Customers Connections 40

Confirmit

MAY 29, 2018

Voice of the Customer programs aim to gather and analyze customer insights, and enable you to take action in order to improve customer experience (CX) and deliver positive business outcomes to your organization. Why Does Voice of the Customer Matter? How Do You Build a Voice of the Customer Program?

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40