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Can technology create customer delight? Global #CX experts weigh in! | CustomerThink

by TheCustomer.CoJanuary 11, 2016

Can technology create customer delight? Global #CX experts weigh in!  Bob Thompson, Editor of CustomerThink asked a number of CX thinkers for

How Leaders Should Ground Business Strategy in Customer Success | CustomerThink

by TheCustomer.CoJanuary 11, 2016January 11, 2016

How Leaders Should Ground Business Strategy in Customer Success  Setting business strategy is as critical to an organization’s success as having delighted

Make customer experience your best sales person

by TheCustomer.CoJanuary 7, 2016

Readers will recognise the power shift that is underway from from suppliers to buyers. Access to information and the relationships enabled by

Customer Survey Mistakes Almost All Companies Make 

by TheCustomer.CoDecember 21, 2015

Customer Survey Mistakes Almost All Companies Make Sage advice from Peter Leppik – founder of Vocalabs

Surveys: When less is more

by TheCustomer.CoDecember 16, 2015

I started a customer feedback company because I am a great believer in the power of the voice of the customer to improve

3 Strategies to Sell the CEO on Customer Experience Management (CXM) | CustomerThink

by TheCustomer.CoDecember 15, 2015

  Source: 3 Strategies to Sell the CEO on Customer Experience Management (CXM)  Without leadership support, your CX efforts are likely to

10 Silo busting ways to improve customer experience

by TheCustomer.CoDecember 7, 2015

This article first appeared in Customer Experience Magazine (February 2015). ~~~ Delivering a winning customer experience requires a joined-up organisation. Customers hate dealing

Identifying the Micro-Moments Within the Customer Journey

by TheCustomer.CoNovember 24, 2015November 25, 2015

Interview by Google Think with co-leader of digital  head of sales & marketing practice at McKinsey exploring mobile micro-moments of truth. Source:

Organising for customer focus: the case for customer clusters

by TheCustomer.CoNovember 24, 2015November 24, 2015

I recently wrote a blog on organising for customer focus, spurred by the debate about whether a Chief Customer Officer or Chief

Outside-in CRM

by TheCustomer.CoNovember 22, 2015

Let’s start with the basics. What is CRM from a purely definition-based standpoint? Customer: Someone who buys from you. This can include

Can marketers fill the customer experience gap at board level?

by TheCustomer.CoNovember 20, 2015

Chris Ward of MyCustomer.com shares his views on the CX gap in the boardroom. Just 21% of FTSE 100 CEOs have a

Customer Journey Mapping – art or a science? Part 1

by TheCustomer.CoNovember 19, 2015November 19, 2015

Customer Journey Mapping is one of the most important practices within Customer Experience, however there are many different ways to do it.

Is CIA stalking you?

by TheCustomer.CoNovember 18, 2015November 18, 2015

You all know the CIA. It is secretive, going about its business in the shadows, rarely announcing its presence or its impact.

Does CX spell the end of marketing?

Does CX spell the end of marketing?

by TheCustomer.CoNovember 18, 2015November 19, 2015

In an excellent Retail Customer Experience article, Is this the end of marketing, retail futurist, Doug Stephens, said: “What if all that marketing window-dressing got

Ode to engagement

by TheCustomer.CoNovember 18, 2015November 18, 2015

It used to be simple, Then it got complicated. Now it’s personal but Tomorrow that’s just not good enough! These four lines

Do your surveys create dissatisfaction?

by TheCustomer.CoNovember 17, 2015January 18, 2016

Customer surveys are a staple of the customer experience process and the most commonly-used way of measuring the customer experience. You would

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