Thematic

MARCH 27, 2024

Being a utility, they usually only hear from customers when things are going wrong. This changed in early 2022, when two major storms wreaked havoc on Auckland and Watercare’s infrastructure.  A three-pronged VOC approach gives them a more balanced measure of customer sentiment and pain points.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Gainsight

SEPTEMBER 15, 2022

Data provides the trigger for your Customer Success organization to execute on those opportunity. Recently, Gainsight’s Chief Customer Officer Kellie Capote was a guest on the “ Metrics That Measure Up” podcast, hosted by Ray Rike, founder and CEO of RevOps Squared. What the research reveals . It’s earned.

Chief Customer Officer 52

Chief Customer Officer Metrics Customer Success Roadmap 52

West Monroe

NOVEMBER 7, 2021

Gartner projects that the SaaS market will grow 17% in 2022, which in turn will drive high expectations on the part of investors and corporate leaders. Chief customer officers are in a unique position to heavily influence or even own net dollar retention. Customer experience begins inside.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint Software 52

Gainsight

APRIL 21, 2022

By implementing customer success ideology and methodology into an organization, businesses could: Track customers’ progression toward their goals. Intervene to remove barriers between customers and their goals. Link customers’ value realization to business success. . Looking to 2022. Gainsight highly agrees.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

West Monroe

NOVEMBER 7, 2021

Gartner projects that the SaaS market will grow 17% in 2022, which in turn will drive high expectations on the part of investors and corporate leaders. Chief customer officers are in a unique position to heavily influence or even own net dollar retention. Customer experience begins inside.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

SmartKarrot

MARCH 10, 2022

Customer interaction has changed, and customers feel happy when their needs are met. Along with the Chief Customer Officer, CIO can enable customer loyalty and experience is maintained. The CIO needs to use data intelligence to create high-level customer experiences to win over competitors.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

Gainsight

DECEMBER 15, 2021

As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . More and more, the efforts of Customer Success Managers change essential, value-driven metrics for the better. That kind of human-first culture is what all organizations should be striving for in 2022 and beyond. .

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ChurnZero

DECEMBER 2, 2021

Jay Nathan , Chief Customer Officer, Higher Logic. With Customer Success seeing such aggressive growth, you might be wondering “Where is Customer Success headed?” To see what’s next for Customer Success, check out our top three Customer Success trends to look out for in 2022.

Conference 98

Conference Customer Success Leadership Sales 98

Gainsight

APRIL 12, 2023

Mistake #3: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! I spoke slowly in a measured pace. To run a startup, you have to make bets.

Self Service 52

Self Service Chief Customer Officer Software System 52

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. They help customers quickly and easily find the answers to simple queries. A satisfying Chatbot experience can condition customers to go back for more. The result?

Chatbots 133

Chatbots Self Service ROI Contact Center 133

ChurnZero

JUNE 3, 2022

How am I going to measure these expensive resources to work out if I’m getting value? What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Someone has to pay the bills. How should they be held to account?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

How am I going to measure these expensive resources to work out if I’m getting value? What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Someone has to pay the bills. How should they be held to account?

Customer Success 52

Customer Success B2B Metrics Sales 52