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Why Customer Success is the Future of Customer Service

Meal Kit Industry worth over $1.5 billion; Blue Apron Holding recently went public Top 5 SaaS companies – Salesforce, Microsoft, Adobe, Box, Amazon Web Services Ford, Porsche, Volvo, BMW, and Cadillac are offering drivers options to subscribe instead of lease Stitch Fix’s market cap is north of $2 billion Birchbox’s subscriber list has grown 1777% […]

Filed Under: Customer Service, Customer Success, Leadership Tagged With: box, customer experience, customer experience management, customer satisfaction, customer service, customer success, customer support, subscription, subscription services

How do you value the Customer Experience Executive role?

By Larry Streeter on October 19, 2011 A week or so ago, I was having a conversation with the SVP of Customer Service for a well known SaaS software company when the conversation turned to determining what value a Customer Experience Officer role would bring to their organization.  This was a company that clearly gets […]

Filed Under: Customer Service, Leadership, Organizational Structure, People, Uncategorized Tagged With: CEM, customer experience management, customer service, customer support, Leadership, Net Promoter Score, NPS, operations, people, User Experience

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