10 Ways To Leverage The Power of Customer Segmentation

CUSTOMER SEGMENTATION: 10 POWERFUL METHODS  UTILIZING CUSTOMER BEHAVIOR DATA By Adrian Brady-Cesana Effective Customer Segmentation is an absolute must and is integral to any enterprise  success today. However, many companies fail to derive the powerful impact of this process because they are still using traditional segmentation approaches, without leveraging the breath of customer data and advanced analytics techniques available today. And that’s because they are not using a modern behavioral segmentation approach. Traditional segmentation focused mainly on who customers are,…

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170: CXChronicles Podcast 170 with Ilenia Vidili, Customer Experience & Success Expert

Hey CX Nation, In this week's episode of The CXChronicles Podcast #170 we welcomed Ilenia Vidili, Customer Centricity Advisor, Speaker & Author based in Milan, Italy. Ilenia has over a decade of experience in both business-to-consumer and business-to-business companies. She works with her clients to close the gap between internal and external stakeholders  to find new opportunities ripe for customer centricity optimization. Ilenia is currently the founder of The Smarter Crew, a customer-centricity consultancy and training company helping a plethora…

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169: CXChronicles Podcast 169 with Kristi Faltorusso, Chief Customer Officer at ClientSuccess

Hey CX Nation, In this week's episode of The CXChronicles Podcast #169 we welcomed Kristi Faltorusso, Chief Customer Officer at ClientSuccess. ClientSuccess is revolutionizing the way SaaS companies manage, retain, and grow their existing customer base. They help SaaS companies proactively manage customer relationships, measure customer health, minimize churn and maximize revenue. ClientSuccess is a simple yet sophisticated solution that both the front-line CSMs and any Executive team will love. For the CSMs, they bring together the tools, best practices,…

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168: CXChronicles Podcast 168 with Abby Hammer, Chief Customer Officer at ChurnZero

Hey CX Nation, In this week's episode of The CXChronicles Podcast #168 we welcomed Abby Hammer, Chief Customer Officer at ChurnZero. ChurnZero is Customer Success software for growing SaaS and subscription businesses. Their platform is designed to integrate with CRM systems and tightly into an application or service. In doing so, ChurnZero (1) helps businesses understand how their customers use their product, (2) assesses their health and their likelihood to renew, and (3) gives the business the means to automate…

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167: CXChronicles Podcast 167 with Chuck Frydenborg, CEO at MarketMuse

Hey CX Nation, In this week's episode of The CXChronicles Podcast #167 we welcomed Chuck Frydenborg, CEO at MarketMuse. MarketMuse uses AI to accelerate content planning, creation and optimization. The MarketMuse platform identifies content quality issues on your site and builds blueprints that show you exactly how to write to cover a topic comprehensively. Publishers, content creators and e-commerce managers use MarketMuse to realize improvements in search performance. This is yet another potential tool that customer focused business leaders can…

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How You Can Measure Churn, Retention & Revenue To Help Grow Your Business

The concepts of “churn”, “retention” and “revenue” are paramount in any company, and they certainly are ever present in the mind and concern of any customer success team and of the sales departments. That’s because the measure of these factors are foundational evidence as to whether your organization is set up for long term success, and whether your customers are happy with your products and services. In the business of SaaS, churn, retention, and revenue are critical factors in measuring…

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Constructing Your Voice of Customer Program For Your Company

Voice of the Customer (VoC), a term coined by Abbie Griffin and John R. Hauser in a 1993 MIT paper, is a statement of your customers’ experiences, feelings and expectations regarding your brand. To capture VoC, brands gather data from and about customers through reviews, surveys, interviews and metrics. They then use this information to fuel their understanding of customers’ desires, expectations, preferences and needs related to their brand, offerings or industry. The data gathered lets companies align products and…

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166: CXChronicles Podcast 166 with Bill Staikos, SVP Industry Solutions at Medallia

Hey CX Nation, In this week's episode of The CXChronicles Podcast #166 we welcomed Bill Staikos, Senior Vice President of Industry Solutions at Medallia. Medallia is the pioneer and market leader in experience management.  Bill leads the Industry Solutions team globally,  they work each day towards bringing deep domain expertise across industries, and in specialty areas including. Analytics/AI/ML, Employee Experience, Digital and Contact Center to help their clients win through customer & employee experience, no matter their level of maturity….

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Building An Effective Customer Feedback Loop For Your Business!

Among the many critical tools and processes utilized to ensure excellent customer experiences and customer success, none has the breadth and depth of challenging a company potential, as well as the value and power of improved company results with an effective Customer Feedback Loop process or Voice of Customer task force.  WHAT IS A CUSTOMER FEEDBACK LOOP? Customer Feedback Loop is the constant cycle of mutual interactions between the customer and the company, where feedback is encouraged and received; it…

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165: CXChronicles Podcast 165 with Aaron Biggs VP of Revenue at Deft

Hey CX Nation, In episode #165 of The CXChronicles Podcast we welcomed Aaron Biggs, Vice President of Revenue at Deft based in Chicago, IL. The Deft team humanizes technology. By actively listening to their clients, learning and collaborating to develop tailored solutions that perfectly fit their customer needs. Deft also designs, builds, operates, secures, and scales unique technology solutions with a singular purpose: to deftly deliver on the promise of technology for their customers.    In this episode Aaron and…

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