ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

JUNE 4, 2019

We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. So we asked you, the customer success community, to nominate your peers to be recognized. Congratulations to Loopio , the Pulse 2019 Impact Award winner for Innovation.

Chief Customer Officer 8

Chief Customer Officer Innovation Conference Customer Success 8

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? I hope you can join us in October 2020. You Mon CEO, ChurnZero.

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. I would not tie anybody’s pay to NPS.

NPS 40

NPS Customer Success Effort Score Sales 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Kustomer

JUNE 25, 2020

She has witnessed the evolution of customer experience and is very authoritative on the subject. She also published a book in 2019 titled, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). Annette Franz: (02:04).

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

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. It is also about changing customer and employee behavior to drive financial impact.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ChurnZero

NOVEMBER 8, 2019

Now more than ever Customer Success is essential to the long-term success of your entire organization. A relationship-focused approach to client management is a must. . Customer Relationship Management systems (CRMs) have changed the game when it comes to how companies know and track their customers.

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

Wootric CX Blog

SEPTEMBER 18, 2019

With new product enhancements, Wootric empowers CX champions to evangelize and democratize insights from customer and employee journey feedback, at scale. Wootric’s mission is to help every business in the world make customer experience their competitive advantage with relevant and actionable insights from customers, prospects and employees.

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40