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Tech Evolution: Q&A With Edwina Fitzmaurice, EY’s Global Chief Customer Success Officer

Global Finance

Global Finance Magazine - Edwina Fitzmaurice, EY’s global chief customer success officer, speaks with Global Finance about technology, innovation and customer success.

Finance 82
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Net retention and customer success: Gainsight CEO Nick Mehta on winning at SaaS

Mckinsey and Company

A software leader shares his view of the growing importance of two key factors to creating value in the sector.

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Diversity and Inclusion—an Investor’s Handbook

Harvard Corporate Governance

Managing a workforce has always been vital for business success. In today’s increasingly diverse society, successful people management is critical for companies seeking to retain talent and cultivate positive customer relationships. This post is based on her AllianceBernstein memorandum.

Equity 236
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The power of private-label brands in distribution

Mckinsey and Company

Savvy distributors know the power of private-label brands to retain customers and accelerate profitable growth. Distributors that successfully increase their private-label penetration have a distinct advantage in overall gross margin.

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Turning consumer and retail companies into software-driven innovators

Mckinsey and Company

As customers increasingly expect seamless, engaging digital experiences, consumer-facing organizations can follow six principles to perform like the most successful tech companies.

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Corporate Culture Homogeneity and Top Executive Incentive Design: Evidence from CEO Compensation Contracts

Harvard Corporate Governance

For example, many aspects of Southwest’s organizational success have been attributed to the homogeneity in this underlying cultural value including faster turnaround of its planes allowing more flights per day, higher customer satisfaction, and better overall productivity.

Banking 205
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“It’s My Pleasure”: Chick-fil-A Does It Right, While Marriott Does It Wrong!

Rhythm Systems

Customer success guru John DiJulius says that using the phrase “my pleasure” “elevates the professionalism of your employees’ terminology.” These words may be powerful if you deliver remarkable experiences, but they can also annoy the heck out of your customers if you deliver a terrible experience.

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