In this interview, Avi Avital, Head of Customer Success at Aisera, talks about the philosophy behind customer success and why organizations should deliver success with a clear focus on value and growth.
Read MoreIn this interview, Janelle Mansfield, Vice President of Customer Success and Customer Experience at Gazelle.ai, shares three principles to ensure an integrated approach to improving brand strategy and service transformation.
Read MoreIn this interview, Helena Young, VP of Customer Success at League Inc., shares the difference between customer success (CS) versus account management (AM). Also, how CS helps businesses reframe their perspective on achieving customer growth and success.
Read MoreIn this interview, Kari Ardalan, Regional Vice President, Scaled Success at Zendesk, shares some practical strategies that organizations can take to ensure customer needs and challenges are met and clearly articulated.
Read MoreIn this interview, Erika Tornice, Senior Director of Customer Success at RD Station, discusses the importance of understanding customer needs, changing perceptions, objections, business growth, and achieving success.
Read MoreIn this interview, Jason Hoe, Director of Customer Success at Revionics, talks about how a business designs value that profoundly impacts customer success (CS) and its desired outcomes.
Read MoreIn this interview, Will Stevenson, Founder & COO at Onboard.io, talks about the importance of making sure the onboarding experience aligns and exceeds customers' expectations. Failure to do so can make or break the relationship at this stage.
Read MoreIn this second part of an interview with Zsuzsanna Ferenczi, Co-Founder of Bunes & Ferenczi, we continue discussing why strengthening competitive advantage leads to continued customer growth.
Read MoreIn this interview, Zsuzsanna Ferenczi, Co-Founder of Bunes & Ferenczi, discusses why a business should take success to the next level by redefining competitive advantage that ensures and fosters customers’ continued growth.
Read MoreI spoke with Rasika Kelkar, Team Lead, Customer Success at BrowserStack, about the utmost value of customer success in the overall success of an organization. Here, she discusses how CS has evolved and best practices for helping customers achieve their desired outcomes.
Read MoreIn this interview, Kim Oslob, Senior Director of Customer Engagement at MeasuringU, discusses the importance of why businesses need to continue to deliver their overall brand promises amid these challenging times. Doing so will help improve their brand reliability, long-term success, an opportunity to drive differentiation, and stability in the long run.
Read MoreIn this interview, Michelle Brown-Krier, Director of Account Management at Refersion, discusses why bringing this vision to life requires an alignment of leadership, team goals, metrics, and business strategies focused on achieving customer goals and long-term success.
Read MoreWhere does your organization currently sit in CX efforts? I wrote an article to guide companies by following simple iota using a CX Framework.
Read MoreWhat does the CX strategy mean, and how does it work? How do organizations integrate CX into the overall business strategy that drives improvement and fosters innovation?"
Read MoreDuring Medallia Experience 21, leaders discussed how companies can better measure success and shared these 5 B2B customer success strategies to drive long-term value.
Read MoreThe Root Cause of Service Failure (my 4th book in CS). Understanding the service failure is NOT about changing or replacing the value customers already received but establishing it even more. We should not confuse service with the value customers are looking for and what they expect from us.
Read MoreTo survive and thrive in dynamic environments, a successful business partnership requires a fundamental change in customer behavior and business mindset.
Read MoreIf a brand is about perception, can we also say that a role or function is an adjunct value of a brand, such as customer service, sales, customer success, marketing, engineering? Also, is it not just what the product entails or stipulates. But the service this function provides?
Read MoreA holistic view of the contact center means whether customers are taking advantage of this channel or losing their confidence in the value of the service the company provides.
Read MoreHow can we tell if a company is delivering a great customer experience? Or a proactive experience? Here are the three C’s organizations should be doing to drive loyalty and lifelong customers.
Read MoreMost contact centers are a lifeline for support on critical issues and support challenges. If contact centers are a pivotal part of the business growth, why not focus on enabling contact centers as an active part of the brand-building process? Here are four reasons why businesses or brands should.
Read MoreIn today’s competitive and fast-changing business world, challenges are inevitable. How can businesses reinforce or strengthen the emotional or brand connection if customer's ongoing interactions and conversations have gone digital.
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