Flevy

MARCH 26, 2024

Based on sales and downloads of the FlevyPro frameworks , here is what we found to be the top 10 Customer-centric Design (CCD) frameworks used by management consultants. Stage : Breaking down the customer journey into distinct stages (e.g., awareness, consideration, purchase, and loyalty) to identify key moments that matter.

Customer Experience 52

Customer Experience Digitalization Digital Transformation Organization 52

Customer Think

MAY 8, 2023

Chief Customer Officer strategy varies widely, with a mix of defense and offense playbooks. Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC).

CXM 78

CXM Onboarding Account Management Customer Experience 78

Hubspot Sales

NOVEMBER 26, 2021

When done right, the method can drum up quick interest in your business, foster customer loyalty, and pay off in spades. Certain schools of B2B sales advise against offering prospects discounts — as it can train both customers and salespeople to devalue their products or services. Loyalty Discount Strategy.

Retail 124

Retail eCommerce Profitability Construction 124

Brooks Group

FEBRUARY 12, 2024

The revenue potential of your customers doesn’t end when they sign the contract. Once a prospect buys your product or service, they represent an opportunity for future growth. If growing customer revenue is on your mind, you’re not alone. Satisfied customers are far more likely to buy than new prospects.

Sales Training 74

Sales Training Sales Account Management Profitability 74

Zendesk

JUNE 30, 2022

After all, acquiring new customers is expensive. Additionally, investing just 5 percent in customer retention has been shown to boost profits by a minimum of 25 percent. It clearly pays to retain your customers—but how, exactly, do you keep them coming back for more? What is after-sales service?

Sales 98

Sales Decision-making B2C Profitability 98

Hubspot Sales

AUGUST 4, 2020

Your product or service isn't moving with the oomph you'd like it to. A promotional pricing strategy is one of the best ways to generate quick demand for products or services. A flash sale is when businesses, typically in ecommerce or retail, offer substantial discounts on their product or services within a relatively short time frame.

eCommerce 115

eCommerce Retail Advertising Profitability 115

Insightly

DECEMBER 19, 2023

Every company needs customers to survive—whether you sell software to Fortune 500 companies, accounting services to local dental offices, or meal plan subscriptions to health-conscious consumers. That’s why customer retention is such a priority for today’s business leaders. What is customer churn and why does it matter?

Acquisition 52

Acquisition Customer Experience Onboarding Value Proposition 52

Insightly

DECEMBER 19, 2023

Every company needs customers to survive—whether you sell software to Fortune 500 companies, accounting services to local dental offices, or meal plan subscriptions to health-conscious consumers. That’s why customer retention is such a priority for today’s business leaders. What is customer churn and why does it matter?

Acquisition 52

Acquisition Customer Experience Onboarding Value Proposition 52

Apptivo

OCTOBER 3, 2022

Who is a buyer and who is a customer? And, when and how does a buyer become a customer? The difference is, with the first sale, the business has got a buyer, and when the business makes the buyer come back and buy more, they have got themselves a customer. A customer is one who has made it his/her custom to buy at the business.

Marketing 98

Marketing Value Proposition CRM Publishing 98

Customer Think

SEPTEMBER 18, 2023

Personalization is the most economical way to drive customer behavior, boosting incremental sales and a company’s bottom line. Indiscriminate sales or discounts offered to all customers on products and services they may (or may not) be interested in have minimal value to a retailer.

Retail 69

Retail Marketing Sales Digitalization 69

Arpedio

JANUARY 3, 2024

Two key metrics that every business owner should closely monitor are churn rate and customer retention rate. By grasping the importance of these metrics and why it’s essential to optimize them, you’ll be better positioned to keep your customers happy, reduce churn, and drive growth. What is Churn Rate?

Customer Experience 52

Customer Experience Profitability Decision-making Innovation 52

Zendesk

JULY 14, 2022

A knowledge base, community forum, and friendly team of customer advocates are critical to helping customers troubleshoot and learn how to use your products or services. But a customer education program is important for ensuring customers have access to training events and courses so they can adopt your products quickly.

Onboarding 98

Onboarding Customer Success Prioritization Organization 98

Zendesk

FEBRUARY 29, 2024

Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions. Revenue churn is most relevant for software-as-a-service (SaaS) companies or subscription-based businesses.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Acquisition Onboarding 52

Flevy

FEBRUARY 17, 2024

In today’s digital world, understanding your customer base is more crucial than ever. Customer Segmentation and Analysis stands at the forefront of this understanding, enabling organizations to tailor their strategies, products, and services to meet the diverse needs of their customers.

Management 52

Management Digital Transformation e-Learning Acquisition 52

Zendesk

FEBRUARY 12, 2024

In today’s fast-paced and competitive business environment, staying ahead in customer service means continually educating yourself and your team. Customer service podcasts provide an excellent avenue for gaining knowledge and insights without disrupting your busy schedule.

Customer Experience 52

Customer Experience e-Learning eCommerce Artificial Intelligence 52

Arpedio

FEBRUARY 20, 2024

Churn refers to the rate at which customers or subscribers stop using a company’s product or service over a certain period of time. It is a critical metric for businesses, particularly those with subscription-based models like software as a service (SaaS), telecommunications, or media streaming services.

Telecommunications 40

Telecommunications Profitability Media Software 40

Insightly

JUNE 24, 2022

“Know your customer.” This mantra is at the heart of every customer-centric business strategy. It’s also the key to creating a great customer experience and ensuring long-term customer satisfaction. But what, exactly, do you need to know about each type of customer? 6 common types of customers.

Decision-making 80

Decision-making Customer Experience Value Proposition CRM 80

Strategic Communications

JANUARY 17, 2024

By incorporating AI technology, such as machine learning, big data, and predictive analytics, into their marketing activities, brands can deliver hyper-personalized content and interactive customer experiences. Cyber Inc: AI for Content Creation at Scale Cyber Inc, an IT services company, used AI to create video courses at scale.

Artificial Intelligence 59

Artificial Intelligence Marketing e-Learning Digitalization 59

Zendesk

JULY 12, 2023

That said, hospitality brands continue to face challenges that impact their ability to consistently deliver a high level of service to their guests, including: Labor shortages: Like most industries, hospitality companies struggle to maintain staffing levels to pre-pandemic levels, including customer service and guest service staff.

Supply Chain 93

Supply Chain Digital Transformation Innovation Management 93

Insightly

APRIL 4, 2023

Whether you own a business, or you’re working in marketing or in a customer success or support role, you know the importance of having great customer relationships. You’re likely already thinking about how you can improve their experience with your company throughout their customer journey, or customer life cycle with your business.

Customer Life Cycle 52

Customer Life Cycle CRM Manufacturing Advertising 52

Zendesk

MARCH 20, 2024

What is customer service quality assurance? Customer service quality assurance (QA) is a systematic process of evaluating customer interactions, identifying areas for improvement, and providing effective coaching to enhance the overall customer experience.

Customer Experience 52

Customer Experience Facilitation Software Software 52

Hubspot Sales

FEBRUARY 18, 2020

Maintaining an active, engaged, in-touch social media presence is a great way to garner interest from potential customers and translate that interest into hard sales. Try a customer loyalty program. Customer loyalty programs are a great way to drive customer referrals — which are essentially free leads.

Innovation 114

Innovation Construction Media Sales 114

Red Star Kim

NOVEMBER 2, 2023

As an fan of Challenger sales (and the variant Insight Selling Insight selling – building on consultative selling models (kimtasso.com) I was delighted to see that one of the originators – Matthew Dixon – turned his focus to selling in professional services. Rainmaking best practice in professional services firms (Selling behaviours).

Client Relationships 130

Client Relationships CRM Financial Services Decision-making 130

Zendesk

OCTOBER 18, 2022

It’s more important than ever for businesses to create strong customer connections. In today’s competitive landscape, companies need to connect with their audience if they want to stand out from the crowd, retain customers, and build loyalty. Builds customer trust. Reduces the cost of acquiring new customers.

Media 98

Media Prioritization Customer Value Customer Experience 98

Zendesk

JUNE 21, 2023

Sometimes, the best way to market your company is through the very people who use your products or services. For example, customer advocates can encourage other individuals to buy from your business by sharing their unbiased experiences. How is brand advocacy different from customer advocacy?

Media 52

Media Onboarding Advertising Customer Experience 52

ACT

DECEMBER 19, 2023

Every business, big or small, needs a steady influx of new customers. It can also help you close sales faster and build a loyal customer base. You only have to incentivise your current customers to bring in referrals. But you can’t wait for your customers, employees, and other businesses to send referrals your way.

Acquisition 52

Acquisition Advertising CRM Media 52

Hubspot Sales

JULY 15, 2020

Customer loyalty is more important than ever. Conventional wisdom dictates that the best way to grow a business is by attracting and converting as many new customers as possible. However, we’re finding B2B businesses are prioritizing their existing customers over attracting new ones. Image Source.

B2B 128

B2B Sales Small Business Prioritization 128

Apptivo

MARCH 29, 2023

Why is customer engagement important? 7 Customer engagement strategies you should follow this year 3. The final breakdown To have an effective customer engagement strategy, the best thing to do is to encourage your customers to automatically be engaged with your product or service.

Software 52

Software Software Decision-making eCommerce 52

ACT

FEBRUARY 28, 2024

Are you looking for ways to minimise churn rates and win more loyal customers ? In either case, overly pushy sales tactics won’t get you too far in a competitive market where your potential customers have a sea of options in front of them. What does a customer-centric company look like? Did you know? It’s easier than it sounds!

Artificial Intelligence 52

Artificial Intelligence Customer Experience Onboarding Profitability 52

Zendesk

MARCH 6, 2023

Consumers are prioritizing travel after several years of staying close to home, and this is an opportunity for transportation companies to wow customers with better experiences. Sabre, Amadeus, Travelport), Polar, Versonix, ecommerce platforms, loyalty programs, and baggage systems for faster, more personalized experiences across channels.

Transportation 52

Transportation Digital Transformation Digitalization eCommerce 52

ProlifIQ

AUGUST 17, 2023

One such strategy gaining popularity among sales and customer success leaders is the “land and expand” approach. This method focuses on acquiring new customers while simultaneously nurturing existing accounts to drive expansion and increase company revenue.

Acquisition 52

Acquisition Stakeholders Customer Success Profitability 52

Miller Heiman Group

MAY 26, 2020

Our Customer Experience Best Practices Study revealed that organizations reporting the most successful customer experiences—ones that lead to greater customer loyalty and higher spending per customer—have four key characteristics in common: They have executives who walk the talk. Hiring the Right Talent.

Customer Experience 127

Customer Experience Interpersonal Skills Onboarding Performance Review 127

Zendesk

MARCH 9, 2023

With 74 percent of business leaders saying that customer service has become even more important due to the economic downturn, companies must ensure that their service teams are set up for success. Meanwhile, customers want better service—especially since the pandemic—and they’re growing impatient for it.

Organization 52

Organization Business Growth Management 52

Arpedio

JANUARY 5, 2024

At the heart of every thriving enterprise lies a keen focus on business relationship optimization , a task achieved through strategic roles that many might find overlapping—Account Management and Customer Success. While both functions are instrumental in driving organizational growth, distinguishing their unique contributions is fundamental.

Account Management 52

Account Management Customer Success Management Energy and Utilities 52

Brooks Group

APRIL 9, 2024

Internal champions: Enthusiastic supporters of your product or service who actively promote its adoption within the organization. Purchase influencers may include: Subject-matter experts (SMEs): Individuals with specialized knowledge relevant to the product or service being considered.

Value Proposition 93

Value Proposition Procurement Decision-making Stakeholders 93

Flevy

OCTOBER 5, 2023

In order for Growth Hacking to be successful, marketers need to first evaluate whether the product or service that they are developing or offering is something customers are willing to spend money on or not. In other words, a product should be able to solve a burning issue for the customers, and they should be willing to pay for it.

Acquisition 103

Acquisition Investors Digital Transformation Profitability 103

Miller Heiman Group

JUNE 4, 2019

One way that sellers can work on improving buyer perception and exceeding those expectations is to consider the role that service plays in B2B sales. Let’s start by considering how customer perception has evolved in the past few years. Businesses today must be able to compete not only on price and performance—but also on service.

eCommerce 96

eCommerce Sales B2B Prioritization 96