Customer Experience & Digital Transformation

Marketing maturity model, assessment and roadmap for all facets of your marketing organization. An accountable, aligned, and agile marketing department is necessary for ongoing customer experience excellence. http://MOpartners.com/marketing-maturity-mobilizes-mojo/ www.MarketingFutureForum.com

While customer experience is a top priority among business leaders, very few are successful in building a financial business case for their customer-focused efforts. As a result, customer experience improvement initiatives may not get the attention they deserve in the boardroom. In the presentation, “Connect the ROI Dots with a Customer Experience Value Strategy”, Don Ryan, senior partner, iKnowtion, a TeleTech Company, and Elizabeth Glagowski, editor-in-chief, Customer Strategist Journal, discuss concrete steps companies can take to tie customer experience to financial impact. Learn how to: - Make the quantifiable business case for customer experience initiatives - Translate NPS, customer experience scores, and other measurements into corporate financial terms using advanced analytics - Understand which metrics lead to financial outcomes, so you know which levers to pull

Mobile is on the mind of every experience professional. It's not always easy to do this while monetizing the experience as well. Join Mark Schofield as he discusses mobile and how customer behavior is changing, how banks are adapting, and how banks accelerate the pace at which they capture the "digital dividend."

This document provides guidance on using customer feedback to improve the customer experience and drive business goals for managed service providers (MSPs). It discusses collecting feedback at various touchpoints along the customer journey, from initial sales and onboarding to ongoing support, renewals, and growth opportunities. The key points are: understanding customer needs and insights enables targeting services and increasing customer lifetime value; feedback should be quick and easy for customers to provide; and gathering and responding to feedback can help attract new customers, optimize processes, and minimize churn.

This document discusses how real-time identification and lead scoring can benefit companies. It provides an overview of TARGUSinfo and InfoCision, which provide identification and lead scoring solutions. Identification involves recognizing existing customers in real-time. Lead scoring predicts prospects' likelihood to convert or purchase. Case studies show these solutions increase conversion rates, first call resolutions, and allow targeting high-value prospects. The benefits are more effective marketing and improved sales and profits by prioritizing the best opportunities.

Featured Topic - How to Sell with the Marketing Cloud To learn more about all of our office hours, go to http://p.force.com/officehours.

The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Hire and Compensate Your Customer Success Management Team - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from BllueJeans Network, Zendesk, Demandbase, SAP

Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.

The webinar discussed the five best practices of service recovery: 1. Capture everything - Capture all customer feedback from various channels. Organize the data and share it. 2. Explore context - Understand the customer's full history and context before addressing issues. 3. Drive recovery - Assign owners to cases who drive resolution and escalate when needed. Monitor failure rates and recovery times. 4. Be human - Keep customers updated on progress and personalize engagements using their context. Gather feedback. 5. Ensure efficiency - Give employees tools like role-based dashboards and auto-fill to manage high case volumes efficiently.

Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts. See http://ClearActionCX.com

For an updated version of this presentation: https://www.slideshare.net/clearaction/customer-experience-management-on-a-shoestring-budget Improve Customer Experience by re-channeling resources. Great tips for an economic downturn. See https://ClearAction.com

Proven strategies for getting higher conversions, repeat sales and increased efficiencies in your business

Customer experience management (CEM) aims to strategically manage a customer's entire experience with a company. While customer relationship management (CRM) focuses on reducing costs through processes and technology, CEM prioritizes customer needs, expectations, and perceived sentiment to improve loyalty. CEM collects customer data from various sources, analyzes it to gain insights, and provides reporting capabilities. It takes a customer-centric view to integrate customer indicators across the organization and prevent issues from falling through cracks. Proper CEM requires aligning employee behavior with brand values, addressing attitudes that shape service, and equipping employees to deliver the promised customer experience.

Dan Steinman's presentation at CXO, VP & Directors of Enterprise Software Firms Seminar hosted by Intrinsic Executive Research

The customer journey mapping canvas by Nishad Ramachandran at #3 DMAasia Certified Marketer Program on 30 Aug 2018. Learn about : What is customer journey mapping ?