CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales?

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

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! Does your vice president of sales let their sales reps not use their CRM?

Software 98

Software Customer Success How To CRM 98

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

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

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. Sales Enablement.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Gainsight

APRIL 27, 2020

From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. Over the years, we’ve discussed how CS needs to be intimately-connected to Sales , Product , Marketing , and other functions. We even wrote about how CEOs need to take more ownership of Customer Success.

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

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

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. . C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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

ChurnZero

OCTOBER 30, 2020

Customer Success Compensation Catches Up to Sales. For a long time, Customer Success and Sales have been working together but not in equal footing,” says Mehta. “In In the next three to five years, compensation between Customer Success and Sales will become close to equal.”. It’s about onboarding.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Eptica

MAY 30, 2018

The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

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

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. Wallstreet will pay attention to Customer Success. ChurnZero Resource – ROI Calculator. Such days are waning.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. And the detailed type of references that Sales is demanding has increased.

NPS 52

NPS Effort Score Survey Roadmap 52

SmartKarrot

FEBRUARY 9, 2022

At such times, CCO is the only leader who has to bear the brunt; after all, customer success is at an adolescence phase! Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The ROI Pitch. Customer success is a new function.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. Wallstreet will pay attention to Customer Success. ChurnZero Resource – ROI Calculator. Such days are waning.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 120

Customer Service How To Case Study NPS 120

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ChurnZero

OCTOBER 25, 2019

And then one of the other things you can do is say well, let me share with you what I see happen with most customers when they go through and implement software and you tell me if this fits your organization. Then we can talk about some things we might do differently and that’s when I typically draw out an ROI chart.

Customer Success 49

Customer Success System Customers Software 49

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

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 130

Chatbots Self Service ROI Contact Center 130

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

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

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. New Law #2 : Create an integrated journey from Sales to CS. But Sales alone cannot identify opportunities.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. Every executive reporting to the CEO co-owns CX performance.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. Every executive reporting to the CEO co-owns CX performance.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

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

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

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

ChurnZero

JUNE 17, 2022

Track metrics that represent the customer’s actual progress versus your internal tasks. Your team could hit all their deadlines and your customer may still not realize ROI. Customer Success teams overlook the most important onboarding factor. Track your customers’ reason for purchase. Does it provide ROI?

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

Track metrics that represent the customer’s actual progress versus your internal tasks. Your team could hit all their deadlines and your customer may still not realize ROI. Customer Success teams overlook the most important onboarding factor. Track your customers’ reason for purchase. Does it provide ROI?

Metrics 52

Metrics How To Effort Score Self Service 52

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Michel Falcon Experience

NOVEMBER 8, 2015

This year, my team and I surveyed one thousand CEOs and determined that only 7% of their companies had a customer experience strategy – a strategy that is meticulously designed, discussed and ready to be deployed across the organization. Assuming that your customer experience strategy will develop on its own is wishful thinking.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: And how exactly is the customer success salary benchmarked?

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10