Linda Källqvist, Director of Client Experience at Meltwater, spoke with the Women in Customer Success group about the customer journey and the most important aspects.
In this session, CX Pilots will share an overview of CX (Customer Experience) and how it's changing the way service-based businesses are interacting with their customers and employees. They will also show how companies are tying CX to customer retention, customer loyalty, lead generation, and ultimately an increase in revenue.
Shaun Smith kertoo videotervehdyksessään näkemyksiään CX-ajattelun tuomisesta osaksi organisaatiokulttuuria. Mitkä ovat onnistumisen avaimet? Mihin pitää varautua? Miksi CX-hankkeet epäonnistuvat ja miten tämän voi välttää?
Katso videot: https://www.youtube.com/playlist?list=PLel_Kz6o4e9TpvPi6RFY7D_H313wJU_8O
Osallistu CX Masterclassiin 24.1. ja/tai VIP-brunssille Shaun Smithin seurassa 25.1.2017! Lisätiedot: www.cxmasterclass.fi
In this partner session with Censhare at CX Europe 2017, Rüdiger Pläster, Managing Director of ORT Group, shares insights on good customer experience. Detailing this on a recent client project, Rüdiger introduces the CX framework being used and points out what an ideal agile mindset is.
In this session, CX Pilots will share an overview of CX (Customer Experience) and how it's changing the way service-based businesses are interacting with their customers and employees. They will also show how companies are tying CX to customer retention, customer loyalty, lead generation, and ultimately an increase in revenue.
Shaun Smith kertoo videotervehdyksessään näkemyksiään CX-ajattelun tuomisesta osaksi organisaatiokulttuuria. Mitkä ovat onnistumisen avaimet? Mihin pitää varautua? Miksi CX-hankkeet epäonnistuvat ja miten tämän voi välttää?
Katso videot: https://www.youtube.com/playlist?list=PLel_Kz6o4e9TpvPi6RFY7D_H313wJU_8O
Osallistu CX Masterclassiin 24.1. ja/tai VIP-brunssille Shaun Smithin seurassa 25.1.2017! Lisätiedot: www.cxmasterclass.fi
In this partner session with Censhare at CX Europe 2017, Rüdiger Pläster, Managing Director of ORT Group, shares insights on good customer experience. Detailing this on a recent client project, Rüdiger introduces the CX framework being used and points out what an ideal agile mindset is.
PeopleVine, a single B2C platform for CRM, sales, marketing and operations, gives you the tools to engage with your customers in real-time, and manage them throughout their entire experience, end-to-end.
PeopleVine, a single B2C platform for CRM, sales, marketing and operations, gives you the tools to engage with your customers in real-time, and manage them throughout their entire experience, end-to-end.
Customer Life Cycle Model PowerPoint Presentation SlidesSlideTeam
If you are wondering how to manage customer prospects, try our customer life cycle model PowerPoint presentation slides. A customer life cycle management system is necessary for any organization that aims to succeed. The customer life cycle framework PPT templates will enlighten you on various stages of the cycle such as customer segmentation, targeting audience, lead generation, customer loyalty framework, lead framework, marketing campaigns and promotions. It helps you to determine the impact of your customer relationship management program. You can also utilize this customer relationship presentation to get acquainted with similar topics, including consumer acquisition, consumer retention, purchase funnel, consumer journey map and customer sales. A good customer service management strategy means customer satisfaction and tons of revenue for your company. If you wish to easily establish contact and maintain long-term relationship with your clients, then download our content-ready customer life cycle model PowerPoint presentation slides. Assess how the deal goes in your favour with our Customer Life Cycle Model PowerPoint Presentation Slides. Be able to identify a good bargain.
90’s was an era of ‘one size fits all’ in the brand marketing world, an ad across TV / Radio / Print would ensure enough traction from the audience for brands to gain a sustainable market share.
How Architecture, Engineering and Construction (AEC) firms design Client Expe...CX Pilots
CX Pilots helps Architects, Engineering and Construction firms simplify their path to client experience outcomes. We focus firms on how to achieve measurably better client experiences that accelerate business outcomes through outcome-oriented pilot programs that are tailored for leaders in mid-sized and large firms who are leading their firm's CX initiative.
WYZ is a dialogue marketing agency, specialized in 1:1 communication. We converting the contact between brands and consumers into a valuable dialogue.
https://wyz.be
7 Steps to Survive (and Thrive) in 2016 with Raving CustomersChris Snook
Today’s customer expects self-directed, real-time problem solving on demand in unquenchable quantity and lives (along with you and I) in an experience culture where they are in control and expectations at every touchpoint along the customer journey are increasing daily. As markets cycle and turbulence in domestic and global economies demand more discipline in your operational and go-to-market processes, these 7 steps will give you a framework to build your strategy and alignment around customer experience in every silo.
his aptly crafted editable PPT deck contains twenty seven slides. Our topic specific Customer Lifecycle PowerPoint Presentation Slides deck helps devise the topic with a clear approach. We offer a wide range of custom made slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates. Speculate, discuss, design or demonstrate all the underlying aspects with zero difficulty. This deck also consists creative and professional looking slides of all sorts to achieve the target of a presentation effectively. You can present it individually or as a team working in any company organization.
Outside Innovation: Cuando los clientes conducen el diseño de los procesos del negocio, las empresas tienen que manejar sus productos, servicios, y modelos operativos diferentemente de cómo lo hacen hoy en día.
Outside Innovation: How Your Customers Will Co-Design Your Company’s Future. The faster and better a company innovates, the more likely it is to remain the leader and to set the new rules for others to follow. But the innovation game is changing dramatically. Drawing from dozens of stories of outside innovation pioneers, this book shows how to win the innovation war.
The FYI Customer Architecture Model is a framework created from 2 decades of marketing strategy development and customer journey design.
This simple five-stage framework is what you actually need for today's marketplace when you think you need a marketing strategy.
The CAM can help you create a customer-centred marketing strategy, grow your business, create remarkable customer experiences, launch a startup, find new marketplaces for existing products and services, develop new products and services for existing market places.
For more information on how CAM could help your business please contact tim@foryourinnovation.co.uk
Welcome to #SIEGMA Services! Click and learn how you can gain more with professional corporate Branding and identity creation, website and online portals, mobile applications, marketing and advertising solutions, and Social Media Management.
Contact us info@siegma.com for further info
bluebeamsolutions is a event management company in chennai,India. events,advertising,trade fare shows, walk through,party organizer,branding,product promotions,stall design,3d stall designing, ad agency,product photography
Webinar: All About Customer Success for PMsProduct School
You will learn:
What is customer success?
Different modes of operation
Customer success Vs project management Vs customer support
How to integrate customer success in your product roadmap?
PeopleVine, a single B2C platform for CRM, sales, marketing and operations, gives you the tools to engage with your customers in real-time, and manage them throughout their entire experience, end-to-end.
PeopleVine, a single B2C platform for CRM, sales, marketing and operations, gives you the tools to engage with your customers in real-time, and manage them throughout their entire experience, end-to-end.
Customer Life Cycle Model PowerPoint Presentation SlidesSlideTeam
If you are wondering how to manage customer prospects, try our customer life cycle model PowerPoint presentation slides. A customer life cycle management system is necessary for any organization that aims to succeed. The customer life cycle framework PPT templates will enlighten you on various stages of the cycle such as customer segmentation, targeting audience, lead generation, customer loyalty framework, lead framework, marketing campaigns and promotions. It helps you to determine the impact of your customer relationship management program. You can also utilize this customer relationship presentation to get acquainted with similar topics, including consumer acquisition, consumer retention, purchase funnel, consumer journey map and customer sales. A good customer service management strategy means customer satisfaction and tons of revenue for your company. If you wish to easily establish contact and maintain long-term relationship with your clients, then download our content-ready customer life cycle model PowerPoint presentation slides. Assess how the deal goes in your favour with our Customer Life Cycle Model PowerPoint Presentation Slides. Be able to identify a good bargain.
90’s was an era of ‘one size fits all’ in the brand marketing world, an ad across TV / Radio / Print would ensure enough traction from the audience for brands to gain a sustainable market share.
How Architecture, Engineering and Construction (AEC) firms design Client Expe...CX Pilots
CX Pilots helps Architects, Engineering and Construction firms simplify their path to client experience outcomes. We focus firms on how to achieve measurably better client experiences that accelerate business outcomes through outcome-oriented pilot programs that are tailored for leaders in mid-sized and large firms who are leading their firm's CX initiative.
WYZ is a dialogue marketing agency, specialized in 1:1 communication. We converting the contact between brands and consumers into a valuable dialogue.
https://wyz.be
7 Steps to Survive (and Thrive) in 2016 with Raving CustomersChris Snook
Today’s customer expects self-directed, real-time problem solving on demand in unquenchable quantity and lives (along with you and I) in an experience culture where they are in control and expectations at every touchpoint along the customer journey are increasing daily. As markets cycle and turbulence in domestic and global economies demand more discipline in your operational and go-to-market processes, these 7 steps will give you a framework to build your strategy and alignment around customer experience in every silo.
his aptly crafted editable PPT deck contains twenty seven slides. Our topic specific Customer Lifecycle PowerPoint Presentation Slides deck helps devise the topic with a clear approach. We offer a wide range of custom made slides with all sorts of relevant charts and graphs, overviews, topics subtopics templates, and analysis templates. Speculate, discuss, design or demonstrate all the underlying aspects with zero difficulty. This deck also consists creative and professional looking slides of all sorts to achieve the target of a presentation effectively. You can present it individually or as a team working in any company organization.
Outside Innovation: Cuando los clientes conducen el diseño de los procesos del negocio, las empresas tienen que manejar sus productos, servicios, y modelos operativos diferentemente de cómo lo hacen hoy en día.
Outside Innovation: How Your Customers Will Co-Design Your Company’s Future. The faster and better a company innovates, the more likely it is to remain the leader and to set the new rules for others to follow. But the innovation game is changing dramatically. Drawing from dozens of stories of outside innovation pioneers, this book shows how to win the innovation war.
The FYI Customer Architecture Model is a framework created from 2 decades of marketing strategy development and customer journey design.
This simple five-stage framework is what you actually need for today's marketplace when you think you need a marketing strategy.
The CAM can help you create a customer-centred marketing strategy, grow your business, create remarkable customer experiences, launch a startup, find new marketplaces for existing products and services, develop new products and services for existing market places.
For more information on how CAM could help your business please contact tim@foryourinnovation.co.uk
Welcome to #SIEGMA Services! Click and learn how you can gain more with professional corporate Branding and identity creation, website and online portals, mobile applications, marketing and advertising solutions, and Social Media Management.
Contact us info@siegma.com for further info
bluebeamsolutions is a event management company in chennai,India. events,advertising,trade fare shows, walk through,party organizer,branding,product promotions,stall design,3d stall designing, ad agency,product photography
Webinar: All About Customer Success for PMsProduct School
You will learn:
What is customer success?
Different modes of operation
Customer success Vs project management Vs customer support
How to integrate customer success in your product roadmap?
The Northfront Entrepreneur Alliance is a entreprenuer networking association in Northern Utah. This presentation was given on 08.31.11 by Steve Cloward, an expert on customer service.
He discusses how to build your "customer inventory" through better customer service.
How to Create a Customer Engagement Strategy - 7 tips and tricksMaheen Memon
Tips & Tricks to Maintain Customer Centricity in a Growing Organization
Are you struggling with creating a meaningful engagement strategy for your growing customer base?
Maheen Memon, Director of Customer Success at Nulogy, will share tips and tricks to make sure you don't lose sight of the customer as your organization scales up.
She will discuss how her organization moved from a reactive, hero-based model to a measured, proactive approach.
How to profit from customer experience - an introduction to LexdenChristopher Brooks
Lexden is a leading Independent Customer Strategy Consultancy.
We help clients unlock incremental profits by providing compelling value propositions and delivering enhanced customer experience when it matters. We create positive connections between our client’s brands, their employees and their customers.
We offer Customer Experience Strategy and Management, Customer Experience Profitability Modelling, Customer Value Propositions, Brand Experience Management and Employee Experience Management.
We cover a range of service sectors with a specialism in Financial Services.
Our clients engagements include Visa Europe, The Co-Operative Bank, Hiscox, More Th>n, Direct Line, Ageas, William Hill, Park Inn hotels and npower.
Webinar - making customer retention your strategy for hyper-growthRanceTimiEbiwari
Consumer expectations have shifted. Digital-first brands are now the leaders in creating valuable experiences. Thoughtful, meaningful engagement is a more effective strategy than persistent, irrelevant campaigns.
Customer centricity creating value for your customers and value for your orga...Simon Rodaway
Creating Value for your Customers & Value for your Organisation - the smartest organisations today are now looking to, and learning from, their customers by becoming and being customer-centric
Client Retention is one of the most important aspects of every business. Becoming pro-active with clients and making sure that each business is retained, is very important for every business owner.
How to use Customer Success to Prep for and Drive Contract RenewalsGainsight
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 use Customer Success to Prep for and Drive Contract Renewals - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Concur, InsideView, Marketo
Customer Loyalty Part 2 - The Secret Weapon in your BrandGail Carson
As much as 70% of a business’s revenue typically comes from upselling and renewals. And it can cost 5x more to gain a new customer than to continue nurturing the relationship with an existing one. Lock in loyalty and you'll reap rewards--Gail Syman Carson explains in this extremely useful SlideShare. Find out what the award-winning marketer advises. http://ow.ly/szmI30kmcbI
Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
Best-in-class companies build customer loyalty by creating a customer-centric culture and by consistently exceeding customer expectations. They understand that customer loyalty is not just about offering competitive prices and products; it's also about building relationships with customers and making them feel valued.
Similar to The Client Journey - Linda Källqvist (20)
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
2. Career Path @Meltwater
2008 CSM Client Relations Stockholm
2009 Managing Director Client Success Nordic
2014 Director Client Experience EMEA
Fun facts:
Avid watcher of Cross Country skiing
True Optimist
Highly skilled Outlet shopper
Passionate about Customer Success
3. Meltwater at a Glance
24,000+
CLIENTS
50+
OFFICES
GLOBALLY
280+
CLIENT
SUCCESS
MANAGERS
200+
CS SUPPORT
170+
PRODUCT
DEVELOPER
5. The Importance of Customer Success
Customer Success is a defined strategy based around understanding your customers’ goals, and
enabling them to achieve them
With Customer Success comes a more customer centric culture. Making sure that your customers
are getting real, measurable value from your service, and that they are getting enough benefit from
using it to justify paying the recurring cost for your SaaS solution – each and every month
In summary, Customer Success is all about ensuring your customers achieve their Desired Outcome,
and when you are able to help them achieve that ever-evolving goal, Retention, Expansion, and
Advocacy will naturally follow
6. How to start with Customer Success
Simply put, customer success starts with your culture. You need to put your customers at the heart of
everything you do, and every decision you make, no matter how big or small.
Customer Success is all about ensuring your SaaS product enables your customers to reach their
desired outcomes, and what better way to make sure you’re on the right track than to actually talk to
your customers? Great communication is key to Customer Success. You need to know what your
customers need from your product, rather than making assumptions – you need to listen to what they
say, and the feedback they provide.
7. what is NOT Customer Success
Customer Success is Not Just a Department
➔ Even if you have a Customer Success department, all
departments need to share the ownership of having
successful customers from product to marketing to
customer acquisition
Customer Success is Not Only Account Management
➔ Making your customers successful includes more that
just upsell and renewals it's about consistently guiding
them to achieve their desired outcome.
Customer Success is Not Customer Support
➔ Customer support is an important department to
ensure that all customer can swiftly get support when
needed but it’s reactive whereas Customer Success is
all about proactively consulting your Customer.
Customer Success is Not about Tured churn or
Saving Customers
➔ Customer Success isn’t about saving customers who
are about to churn, it’s about proactively delivering
value throughout the Customer Journey so they never
get to the point of churning
Customer Success is Not “Checking in” with Clients
➔ Every call and conversation should be about
confirming the needs and adding value to your
customers.
9. Defining & Creating Your Customer Journey
How do you start to define the stages of your customer
journey?
What stages do you think are critical to include in the
customer journey, and why?
11. Customer Journey: Onboarding
The onboarding process is crucial for setting the tone of the
relationship between You & the Customer. This is where their
needs and desired outcome should be discussed and verbalised
into clear objectives
The first 90 days are when the decision is being made if the client
will renew or not, therefore a CS touchpoint between day 30 and
60 is key to ensure that everything goes according to plan and
the client usage is high.
12. Customer Journey: Executive Business Review
The EBR is a mid-lifecycle activity to ensure that the client is successful
and receives the agreed outcome from our product.
The EBR consists of 4 building blocks, each one equally important.
1. Internal Account Review
2. Identify the Executive Sponsors: (Internal and External )
3. Execute a Success Meeting:
4. Conduct Success Plan:
13. Final words
Customer Engagement is key, if the customers don’t engage with your products they are very
likely to churn.
Negative feedback is always better than no feedback as long as you address it, it means that
the customers are invested and want to see improvements.
16. Sources and Goodreads
CUSTOMER SUCCESS 101: HOW TO POWER UP YOUR STARTUP’S GROWTH
By Emily Smith
Customer Success-driven growth
Lincoln Murphy's Marketing, Sales, and Customer Success Thought Leadership