Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

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

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

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. Upcoming Webinar.

Customer Success 49

Customer Success System Customers Software 49

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. For example, only 26% say they use revenue as a yardstick to measure customer experience success.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89