Articles
Tag: customer success
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Why CVS Is Betting on Brick and Mortar
Why are pharmacy brands like CVS betting on brick & mortar as their primary way of doing business, if the benefits of digital disruption are so well-documented?
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How to Master the Shift to a Subscription Software Model
Subscription success requires engaging customers and ecosystem partners throughout the marketing, sales and service lifecycle.
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Building a Customer Success Health Plan for 365 Days a Year
All too often customer success managers don’t proactively engage with customers and are then surprised (though they shouldn’t be) when the customer churns.
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What Does Exceptional Customer Service Look Like in a Post-COVID World?
There is a lot riding on your customer experience and expectations are high. Are you ready to deliver an experience that keeps your customers coming back?
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Why You Should Focus on Community Building More Than Audience Building
Online communities are growing and savvy marketers are switching from audience-building to community-building. Marketers and executives share their thoughts.
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5 Customer Success Lessons Electric Utilities Should Adopt from High-Tech
Electric utilities are under enormous pressure to reinvent their relationship with customers. Here's some lessons they can borrow from the high-tech world.
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Avoiding the High Costs of Shopping Cart Abandonment
Shopping cart abandonment costs brands billions of dollars each year, and yet much of it can be avoided through better customer-centric ecommerce practices.
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How the COVID Crisis Has Businesses Changing up Their VoC Playbook
Voice of the customer has never been unimportant, but the recent crisis has businesses reevaluating their VoC playbook.
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Customer Networks Are the Key to Driving Business Success
Customer networks are going to be the biggest tools for driving business growth and success in the coming decade.
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Customer Success Should Begin Long Before the Contract Is Signed
Customer success should be the company goal, not just a role — and customer success begins before a deal is closed.
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When Customer Success and Marketing Work Together, The Customer Wins
A new era is rising that revolutionizes marketing yet again and will add greater precision to the content and focus of marketing.
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What to Expect From CX in 2020: 3 Accelerating Trends
CX professionals should double down on customer success, prepare for customer master data management and look for changes in marketing automation in 2020.
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Know What's a Powerful Business Driver? Customer Success
Are you focused on the customer? On customer success? On customer retention? Does it drive what you do day in and day out?
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Aligning Your Organization Around Customer Success
To be an organization that truly bakes customer success into the core takes more than simple redirection.
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