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What Customer Success Really Is - 27 Quotes from Crowning the Customer

[fa icon="calendar'] 20-Nov-2019 08:00:00 / by Iliyana Stareva posted in Customer Experience

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I think I've spent the majority of my career working in Customer Success (or Customer Experience if you prefer). 

Even my days as an Account Manager at the PR agencies I worked at count as Customer Success because my goal was to ensure the client was happy and was achieving their goals. 

But if we look at the business world, very few companies are truly customer-first. 

The sales department and the sales quotas rule the world as that's how most businesses make money. 

And so many companies have never truly focused on putting the customer first, meaning completely shifting their business models. 

Doing this is actually quite simple, yet complicated within an entire organisation that's used to working another way. 

And if you don't believe me, go no further but to read Feargal Quinn's quick book called 'Crowning the Customer'

I read it on the plane to Lisbon a couple of weeks ago and I loved it. 

It was written in a simple to follow language, with plenty of examples (granted, many for the retail business but that make sense for any industry) and perfectly logical advice.

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19 Reasons Why You Can't Ignore Customer Experience Anymore [Infographic]

[fa icon="calendar'] 14-Oct-2019 06:00:00 / by Iliyana Stareva posted in Customer Experience

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I've worked in Customer Experience or CX most of my career. 

My current job at Cisco is in CX, my first two and a half years at HubSpot were in Customer Success followed by two+ years reporting into Sales and before HubSpot I held several account manager roles in agencies which I'd still count as CX since I was responsible for the success of my client's PR campaigns and social accounts post their purchase of our services. 

Has it been easy to work in CX? Not always. And I'll tell you why. 

Traditionally, the powerful function of a company has been Sales. Sales has usually had the final decision-making and driven the company forward simply because Sales brings the money which is what execs look at. 

But over the last few years, there's been a shift towards the need for a stronger CX focus and organisation and I've seen first-hand how companies are beginning to invest a lot more in CX and listen to what CX has to say. 

As HubSpot's flywheel explains, existing customers have become the biggest source of new business and hence growth.

But few companies have transformed their business models and how they operate to reflect this new reality and nurture the customer journey.

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Are Global Businesses Putting Their Customers First? Not Really

[fa icon="calendar'] 20-Jun-2019 08:00:00 / by Iliyana Stareva posted in Brands and Business, Technology, Customer Experience

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One of the most popular buzzwords nowadays is customer-first or putting your customer at the centre of every business decision and activity.

I stand behind it. The Inbound PR methodology preaches this customer or as I call it persona-first thinking and in fact doesn't really work without it. 

Far too many businesses are still putting their products and services first when it comes to their marketing, sales and communications decisions even though they say they're customer-centric. 

In fact, over 80% of businesses are talking about the benefits of a customer-first approach, but few of these are turning talk into action. 

This stat comes from Optimizely - a leader in customer experimentation technology that did research earlier this year around the digital experience economy. 

I dug into it and I want to share some key findings and learnings: 

8 Key Problems for Customer-First:

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