by Dr. Natalie | Jan 30, 2015 | B2B Customer Success Management, CEO, Customer Experience, Customer Service, Customer Success Management, Dr. Natalie's Blog, Organizational Change Management
This report is about how Customer Service and Support is evolving into Customer Success Management as top differentiator by companies and brands that understand the importance of the digital disruption and how it is affecting their business and their customers. This...
by Dr. Natalie | Jan 28, 2015 | CEO, Chief Revenue Officer, Customer Experience, Customer Service, Customer Success Management, Dr. Natalie's Blog, Leadership
This report is about the The State of Customer Success Management in 2015. Constellation’s research team delivers its inaugural series on the state of the state. The state of the state research explores the impact of digital transformation, next generation customer...
by Dr. Natalie | Jan 28, 2015 | Customer Experience, Customer Service, Dr. Natalie's Blog, Leadership, ROI of Social Media
This post is about five ways to deliver exceptional customer care in 2015. Customer service and support is shifting to a customer success management model. This is the ability to deliver great, consistent customer experiences across all channels that drive retention,...
by Dr. Natalie | Jan 25, 2015 | Customer Experience, Customer Service, Dr. Natalie's Blog
Medallia® Customer Experience Management (CEM) provider announced the release of Medallia Resolve, an advanced customer experience capability that helps companies quickly find the root causes of recurring customer pain points so they can be addressed at the source of...
by Dr. Natalie | Jan 23, 2015 | Customer Experience, Customer Service, Customer Service Agents, Dr. Natalie's Blog, Leadership, Online Communities, Organizational Change Management, Owned Communities, Social Networks
This report is about Marketers can create social networks to deliver better engagement and business results with branded, owned online communities. n the business environment that dominated the past few decades, successful marketers helped drive business value by...
