ClearAction

MARCH 22, 2024

This was summarized in Stephen Diori’s Forbes article: “Delivering Superior Customer Experience is a Team Sport” 2 (All the quotations below are from Diori’s article. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Sports 62

Sports CX Scorecard Touchpoint 62

ClearAction

SEPTEMBER 22, 2022

Lost ROI on customer acquisition cost. Preventing churn : Customer Service + escalations + remedies + refunds + returns. Customer Success + Loyalty programs. Troubleshooting derails engineers from designing new value. For example, the contact center is asked to shift from a cost center to a profit center.

CX 62

CX Sports Non-Profits Touchpoint 62

ClearAction

OCTOBER 12, 2022

You may have profit sharing or mutual funds or stocks, where each share’s value matters. Employee experience, partner experience, and customer experience contribute to EPS. Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. in root cause analysis.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Zendesk

MAY 19, 2022

Compared to B2B sales, B2C sales are usually more spontaneous and generate a lower profit per sale. A lead is any potential customer who expresses interest in your company’s products or services. Leads can be inbound (the customer reaches out to you) or outbound (you reach out to them). Customer acquisition cost (CAC).

Sales 98

Sales Non-Profits B2C CRM 98

MattsenKumar

JUNE 3, 2021

Engineers work on strengthening the products by updating software packages and replacing damaged parts. With small businesses shutting down and the non-availability of products on the web, people are coaxed to forget their culture and roots. While in India, veg pickles are popular, Chinese prefer non-vegetarian pickles.

E-commerce 52

E-commerce Retail Non-Profits Government 52

Intercom, Inc.

JULY 26, 2018

An organic approach to customer acquisition. How did you approach getting your earliest customers in those days? We could get profitable if we laid off half the team. We weren’t profitable from making those cuts, but it extended the runway so that we didn’t run out of money in six to eight weeks.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

Customer Bliss

SEPTEMBER 14, 2017

First up: define the customer journey. Analyze different customer segments, map out the journey that specific customer goes through. This involved discussions with Engineering and Product. Relationships are one of the only things that can get you through a conversation largely dominated by profit/revenue metrics.

Non-Profits 61

Non-Profits Start-ups Customer Acquisition Government 61