Customer Experience vs Customer Success: What’s the Difference?
Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your
3 Tips for Improving the Enterprise Customer Experience
What’s your company’s most precious asset? It's not your inventory, your stock options, or your intellectual property. It’s your customers. Your business can’t exist without them, and if you want your business to last, you’ve got to make them happy.
6 Key Takeaways from Forrester Research Guest Webinar on Customer-Centricity
Kate Leggett, VP & Principal Analyst at Forrester Research and leading expert in customer relationship management and customer service strategy, joined Guy Nirpaz, CEO & Co-Founder of Totango, to talk about customer centricity and the technology that is disrupting the
The Loyalty Link: Marketing to Engage and Retain
Written by Lori Carr from Lori Carr & Associates. Customer engagement and retention marketing is an uncommon but very promising approach for creating customer value and enhanced profits while preserving existing revenues. Connecting with current customers using customer-centric, data-driven approaches to
5 ways to level up customer loyalty
Customers are your superstars because, in this socially driven economy, loyal customers can be your biggest brand advocates! I came across this great quote in Entrepreneur magazine: Shift the focus from customer attraction to customer satisfaction -- it all starts with an
Top 5 Quotes from CRM Evolution Day 2
This week I'm out in New York at the CRM Evolution Conference and Exhibition. There have been a lot of great speakers but I'm sensing some big themes. Here are my top 5 quotes from Day 2 of this conference. 1.
5 Analysts on a revolution that is customer engagement
Omer Minkara says it will create 20x greater revenue growth per customer. Geoffrey Moore calls it a "fundamental revolution". Dion Hinchcliffe refers to it as a "momentous change in business". And, oh by the way, 88% of CEOs agree. Here is what well known analysts have
Customer Lifetime Value and Customer Experience
Lately, I've started building a SaaS Dashboard for my own usage (which I'll be happy to share with others as well) and I have put together a short survey in order to learn what are the key metrics to measure