Customer Bliss

SEPTEMBER 26, 2019

Are you lacking headcount in your organization? If so, you’re not alone, and I want you to view this as a challenge and a test. You will need to establish, with tactics, what the work will be to garner headcount. Use Headcount to Prove Value for the Business and Organization.

Chief Customer Officer 137

Chief Customer Officer Customer Experience Leadership Resources 137

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects.

ROI 259

ROI Customer Experience NPS Financial 259

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not always, but often.

ROI 303

ROI Customer Experience NPS Financial 303

Gainsight

SEPTEMBER 8, 2021

Organizations create Customer Success teams to increase Net Revenue Retention, and we’ve recently published research showing that NRR drives valuation. But, then, organizations find that the baseline impact of simply having a CS team eventually plateaus–your NRR stagnates. Do that math, and look at the dollar value on the page.

Marketing 105

Marketing ROI Leadership Analysis 105

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. On the other hand, economic headwinds continue to constrain CS budgets and headcounts. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? How did you go bankrupt?” You may be familiar with this passage from Ernest Hemingway’s The Sun Also Rises, which in just three words sums up an intense effect we all feel at times. Customer Success gradually, then suddenly, came to exist. Customer Success flexes its authority.

Customer Success 97

Customer Success Metrics Customers Trends 97