ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. Controlling Touchpoints Model. Influencing Companywide Model.

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. Like the players on a team sport, anyone in your firm can cause poor experience.

CX 62

CX Sports Non-Profits Touchpoint 62

Intercom, Inc.

AUGUST 27, 2020

Customer acquisition costs are rising , churn is every company’s poison pill, and the competition is relentless. Take Caterpillar , the world’s largest construction equipment manufacturer, that has been selling tractors, engines, and other machinery for nearly 100 years. In other words, decidedly not Netflix.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Intercom, Inc.

OCTOBER 29, 2019

At Intercom, we have benefitted from customer segmentation in these ways: Describing customers in a common way across go-to-market, product, and engineering. For example, our Sales team is now able to give segmented customer feedback to our product leaders to influence our roadmap. Conduct a roadshow with relevant teams.

B2C 184

B2C Finance Engineering Sales 184

ClearAction

OCTOBER 12, 2022

Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. This also applies to Employee and Partner Acquisition. Notice: You’re invited to celebrate your team’s progress through our CX Team Sport Awards ! in root cause analysis.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Intercom, Inc.

MARCH 29, 2022

“We are dedicated to building the best, most innovative products on the market to drive the most impact for you, our customers. It’s increasingly becoming the backbone of all customer communications throughout the customer journey; across sales, marketing, and support. How often do you call them? Not very often.

Start-ups 118

Start-ups Innovation Sales NPS 118