Featured Resources

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10 Big Ideas for Customer-Centric Success

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Thanks for joining! View our free e-book by clicking the link below. [PDF Help]
How Five Customer-Centric Habits Drove Customer Experience Improvements at Sprint

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Thanks for joining! Check your email for the password to access Big Ideas videos by CustomerThink's Advisors.

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Check your email for access instructions to the online course Customer Experience 101 by ClearAction.

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Check your email for access instructions to the CX Journey Mapping video by SuiteCX.

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Please check your email for access instructions to the Big Ideas video by Ernan Roman of ERDM.
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Your registration is confirmed for this webinar:
How to Avoid Becoming Roadkill on Your Customer Experience Journey
March 22, 2018, 10-11 a.m. Pacific Time (1-2 p.m. Eastern Time)
Please add this event to your calendar (includes web conference instructions).

See below to select other featured resources, courtesy of our sponsors.

1. Select Resources from Sponsors

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4 Steps to Developing your Customer Care Strategy [e-book]

The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough – in a competitive, customer-obsessed environment, there is always room for improvement. Download this ebook to learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

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6 Advanced NPS Strategies [e-book]

Take your NPS strategy to the next level with the The Nice Guide to Advanced NPS Strategies. Learn how NPS can help you build a more complete picture of your customers (what makes them happy, and how that happiness can drive business growth and product improvements).

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Transforming B2B Customer Experience: Five Steps to CX Leadership [Webinar April 26, 10-11 PT]

Why are there so few CX success stories? Get the stunning results of Topline’s new research about what really differentiates CX leaders from laggards, including five steps that will enable you to unleash the full potential of CX in your business. [details]

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Transforming B2B Customer Experience: Five Steps to CX Leadership

Thursday, April 26, 2018, 2017; 10-11 a.m. PT (1-2 p.m. ET)

New Topline research finds that only 22% of B2B companies have transformed themselves into true customer-focused organizations and are reaping the benefits of doing so. Why are there so few CX success stories?

Get the stunning results of new research on B2B CX programs in 45 technology brands, including why the "tactical trap" prevents organizations from achieving the benefits they expect. Learn what really differentiates CX leaders from laggards, including five steps that will enable you to unleash the full potential of CX in your business.

• The four primary business goals for CX investments by B2B technology companies
• The critical role of Customer Success Managers in driving CX benefits.
• Three best practices of CX leaders that set them apart from non-performers.

Speakers:

Jon Klein
President
Topline Strategy

Ike Nelson
VP of Customer Success
Bridge by Instructure

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Outcome-Driven Innovation® (ODI): Jobs-to-be-Done Theory in Practice [white paper]

This white paper highlights the refinements and improvements that Strategyn has made to its Outcome-Driven Innovation process in recent years. It breaks the process down into 6 key steps and demonstrates how ODI is used to formulate a growth strategy.

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Beyond the Chatbot: How to Design Conversational AI to Guarantee Repeat Business [recorded webinar]

New findings indicate that over 86% of consumers claim to have stopped doing business with a company because of a bad customer experience. Major problems result from disjointed legacy technologies, annoying IVR systems, and unintelligent chatbots. Learn how to align your technology and artificial intelligence strategies to retain customers and create a positive, lasting customer experience.

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How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships [e-book]

Plansource simplifies the complexities of HR management. They’re solving this challenge with a robust, cloud-based platform that helps HR benefits  administrators sell benefits packages to employers with ease.   The Plansource team used AskNicely to better gather and act on data and other feedback by combining  real-time, automated NPS with Salesforce.

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Clone Your Best Agents: A 7-Step Approach [paper]

When competitive advantage is no longer only about products, companies are looking at customer service not only to stay in competition, but as a differentiator. This paper shows how to “clone” the best customer service representatives across the agent pool — in-house and outsourced — a powerful approach that can help improve the quality and value of all interactions with customers.

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5 Innovative Use-Cases for Customer Service Transformation [case study]

Customer experience (CX) innovation is no longer a luxury, with 89% of companies expecting to compete mostly through CX (Source: Gartner). Here are five examples of how you can innovate in customer service, and deliver winning CX.

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2018 CX Trends: Five Blind Spots in How Brands View Customer Experiences [webinar recording]

While customer experience (CX) is maturing as an accepted, even foundational, business practice, brands still have significant blind spots when it comes to truly understanding their customers. InMoment's SVP of CX Strategy, Brennan Wilke, reviews the top findings from the annual CX trends study, and provides advice on how brands can use this knowledge to create positive, memorable experiences.

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Creating Actionable Insight from Multi-Channel Customer Feedback [Webinar Oct. 12,10-11 PT]

While surveys are the foundation for “knowing” your customers, there are many other ways to learn how customers perceive their experience, including text, speech, transaction data, etc. Learn how AI can empower VoC analytics by mining a wide variety of structured and unstructured data, and by enabling more real-time alerts to drive action.

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Customer Experience: The One Number You Truly Need [e-book]

Can you pinpoint exactly where your customer experience has gaps and opportunities? Learn about the One Number you truly need because it’s the only number that shows what, where, and how to improve. Take your customer experience to new heights; and explore the most useful dashboards. The best way to start is by downloading our e-book.

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How to Transform the Buying Experience? Focus on Your Customers’ Success [paper / webinar recording]

To win over today's customers, you must make their success part of your brand's DNA: end-to-end, from prospect to advocate. Get this new CustomerThink white paper to learn why it’s critical for marketing and sales to shift their focus to business outcomes and value realization for customers, and how to transform your buying experience to create loyal, raving fans.

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2017 State of the Industry Report – Trends in B2B Marketing and Lead-to-Revenue [report]

Learn about the challenges and solutions facing your peers and competitors in areas like sales models, awareness, budgeting, lead generation and KPIs. Actionable information will boost every part of marketing and sales processes and help you follow best practices to increase your competitive edge and improve revenue performance.

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8 Questions to Determine if Your Company is Committed to Personalizing the Customer Experience [e-book]

Too many companies are struggling to achieve high-value relationships with customers. As a result, churn, attrition, and high opt-out rates continue to be problems. In response to requests from CMOs concerned by these issues, Ernan Roman, DMA Hall of Famer, wrote this ebook to help you determine if your company is committed to personalizing the customer experience, and includes recommended answers and action items.

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Customer Experience Annuity: Transformation For Ongoing Growth [white paper]

Accounting systems do not capture the true value of a loyal customer, and Customer Experience Management (CXM) strategies often fall short of the vision and promised growth associated with increasing loyalty. Learn how to balance your CXM investments (capital, expenses, staffing, collective effort) and compare to the five-year aggregate of revenue uptick, customer engagement, issue prevention, and value creation.

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Join our email list to receive our weekly Advisor newsletter with Top 10 Editor's Picks and Alerts of featured educational resources, including white papers, reports and events. You'll immediately receive "10 Big Ideas for Customer-Centric Success," an e-book of thought leadership articles by CustomerThink's renowned Advisors.

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