Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. times more likely than underperformers to be able to connect customer data in each channel with three or more other channels.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. The use of business-focused KPIs, such as revenue and return on investment (ROI), as a way to measure customer experience is far lower in comparison.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. The Evolution of Self-Serve Customer Service.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Gainsight

FEBRUARY 9, 2022

Inevitably, CEOs and leaders have the following common questions around how a Customer Success Organization should look: What should my Customer Success strategy be? Who should Customer Success report to? What should I look for in the Customer Success leader? ROI demonstrated), and advocacy (e.g.,

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

Gainsight

APRIL 21, 2022

Over the past several years, Gainsight has turned to the field of information and statistical reporting to aid in traversing change and building out new paths. In 2020, Forrester presented some eye-opening results in a report titled “US Tech Budget Outlooks In A COVID-19 Recession.” Customer success! Their unique insights ??stem

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. About Wootric.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. Financial Linkage of NPS to Business Outcomes (ROI). This blog is a summary of those findings.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. In customer success, content is core.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. CCW Digital’s Fall Executive Report reveals that 80% of organizations call artificial intelligence “important.” Why Chatbots? How Can Chatbots Help Me Save?

Chatbots 133

Chatbots Self Service ROI Contact Center 133

Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Customer Guru

DECEMBER 13, 2017

The natural question to ask as you look at these stats is: Has anything changed in the last 4 years since this report was published? . According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. The value of customer experience. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

ROI 10

ROI Measurement Customer Success Return on Investment 10

CustomerSuccessBox

FEBRUARY 27, 2019

Now we all know that to be successful, customer success should be a company-wide effort instead of just being the sole effort of the customer success department. But someone needs to be responsible and held accountable for the results and ROI of customer success. Should Customer Success report to Sales?

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

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

Gainsight

APRIL 27, 2020

Given this, CFOs are increasingly being pulled into conversations around customer success with their Chief Customer Officers, VPs of Customer Success, and other executives. I asked our CS team to revisit the leading indicators they look at—like Deployment, Engagement, Adoption (both depth and breadth), and ROI.

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? versus $0.63

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

ChurnZero

FEBRUARY 17, 2022

If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Give your direct reports time and space to adjust.

Software 98

Software Customer Success How To CRM 98

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. The ROI is there.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM).

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Customer Bliss

NOVEMBER 21, 2017

There were conversations with the CMO and COO about having a dedicated team and t he COO was behind the initiative as most of the major business arms reported into him. In these meetings, they discussed friction points that customers were having – so they could address how each department affected that portion of the journey.

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. This made it nearly impossible for anyone to lip-service the idea of customer experience in healthcare. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

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. Shifting Sales efforts to existing customers is a matter of ROI. Increased customer sentiment.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

Gainsight

MARCH 9, 2020

It has become the primary metric while NPS has fallen to near the bottom of most-used metrics as per our most recent Industry Benchmark Report. It’s not to say that customer sentiment is not important, but it points to the growth impact of a CS-centric company. and customers outcomes (% of customers with demonstrable ROI).

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Eptica

MAY 30, 2018

The growing CEO focus on CX As Thompson explained, senior management clearly understands the importance of CX – 67% of companies say they now compete mostly or completely on their customer experience. So, how can brands deliver the customer experience that consumers require? This will rise to 81% in just two years.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

ChurnZero

DECEMBER 20, 2019

Look for 2020 to be a year of CS increasingly reporting to the C-Suite. . . Customer happiness and product features won’t float the bill. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClearAction

JANUARY 20, 2020

Every executive reporting to the CEO co-owns CX performance. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” Only a percentage of your customer base completes a survey, and only a percentage are Detractors.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ChurnZero

FEBRUARY 17, 2022

Tip #2 for CSMs: practice what you preach If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Make sure you practice what you preach.

Software 52

Software Customer Success How To CRM 52

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Q: How should you include ROI factors into a customer health score?

Metrics 80

Metrics ROI Customer Success System 80

ClearAction

JANUARY 20, 2020

Every executive reporting to the CEO co-owns CX performance. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” Only a percentage of your customer base completes a survey, and only a percentage are Detractors.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ChurnZero

JULY 9, 2020

Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. Raise Advocacy with Referrals, References, and Reviews.

Strategy 64

Strategy Marketing Case Study Effort Score 64

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. Would this yield ROI? The board of directors is an intelligent, experienced audience.

Chief Customer Officer 10

Chief Customer Officer Return on Investment Customer Success Meeting 10

ChurnZero

OCTOBER 30, 2020

Customer Success drives a double benefit in the ROI.”. Mehta also discusses the evolution of the customer lifecycle and how in the old world the focus was directed at acquisition (Marketing and Sales) and post-sale support. “In Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Dennis Wakabayashi.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

FEBRUARY 9, 2022

With SmartKarrot’s reporting feature, you can see how much each CSM is dealing with and the modes of communication or contact made. When you show the parity of how other teams are performing in customer success by investments, you can ensure that they know the value given to customer success. The ROI Pitch.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Dennis Wakabayashi.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

MARCH 7, 2018

I would always try to make a customer’s onboard experience comfortable; sometimes just a cheerful smile can go a long way. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. For me, going over the top might not help. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65