Jul 05, 2017 By Bernie Kassar

4 Sure-Fire Ways to Increase Customer Satisfaction

When you deliver a superior experience, your buyers stick with you and become a valuable source for business referrals. You gain tremendous benefits through recurring revenue, new opportunities, and customer loyalty. Which is why organizations focused on innovation, growth and long-term shareholder... Read More

Customer Service, Service, Sales, Customer Experience

Jun 22, 2017 By Bernie Kassar

Gaining Business Value Through the Office of the CCO

As a Chief Customer Officer (CCO), I can attest to the many benefits the role brings to a business. CCOs strengthen the customer experience by creating a customer-centric focus across all touch points in the buyer journey. By bringing this focus, CCOs help maximize customer retention, added revenue... Read More

Customer Service, Customer Experience, Analytics

Mar 22, 2017 By Bernie Kassar

4 Steps in Your Customer Experience Roadmap

With the age of the empowered customer upon us, businesses face greater pressure to set themselves apart from the pack. Similar to online consumers, businesses have higher – and increasing – expectations from their solution providers. They expect systems that provide an intuitive and effortless... Read More

Customer Success, Customer Experience, Customer Journey

Feb 15, 2017 By Bernie Kassar

A Successful Customer Experience Starts with Core Values

At last year’s Dreamforce, there were dozens of sessions focused on the customer experience. Topics ranged from the impact of technology on the customer experience, to personalization of the customer journey, to creating a scalable experience and more. Meanwhile, the role of Chief Customer Officer... Read More

Customer Experience

Dec 22, 2016 By Bernie Kassar

5 Core Principles for a Customer Centric Organization

Creating a superior customer experience requires the commitment of the entire organization. With buyers more than five times likely to buy from companies that provide a better customer experience, your success hinges upon it. Executive leadership must have a plan in place to help their... Read More

Cloud, Sales, Customer Experience, CRM

Oct 17, 2016 By Bernie Kassar

5 Tips to Shift Your Mindset from Customer Satisfaction to Customer Success

Yesterday’s buyer is now Buyer 2.0. Abundant information provides customers with more buying power. There’s more temptation to switch providers than ever before. Companies need a new approach to win and keep this new kind of customer, and customer success must be an integral part of business. Here... Read More

AppExchange, Cloud