Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. With their permission, we’re sharing some key findings here.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Customer Bliss

AUGUST 30, 2016

There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. Of course, to do this really forward-thinking work, you need to change a lot of other factors about your business.

Customer Success 111

Customer Success B2B Chief Customer Officer Course 111

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Gainsight

MAY 23, 2023

Many of our customers are basically going from, it’s a function, to, it’s a strategy.” ” Currently, all the various functions that B2B customers typically interact with across an enterprise tend to operate in their own functional silos. We can actually write an incredible executive summary.”

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

SmartKarrot

JULY 15, 2022

It can allow CCOs to view the most important customer communication touchpoints, and create brand-specific maps. This tool also offers various courses on how users can build perfect customer journey maps , which highly caters to modern businesses that wish to elevate customer experiences consistently.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

Peter Lavers

DECEMBER 1, 2020

Internally, there may be a culture of continually kicking off “new and shiny” CX initiatives that never seem to fully deliver (requiring, of course, another programme). If that’s the case you may need a Chief Customer Officer type role to align internal processes and initiatives with the customer journey.

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. Here we answer 3 of the most popular CX for B2B questions. Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 100

Customer Experience Chief Customer Officer How To e-support 100

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ECXO

APRIL 13, 2023

Of course, in B2B digital payment is preferred with IBAN and wire transfers. Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. Customers criss-cross borders when they buy online.

Culture 52

Culture Customer Experience B2B B2C 52

Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Analyze the product : Lee knew they had a good product, but he also needed a better understanding of customer issues and what could be improved. People: How are customers trained? Click To Tweet.

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

Customer Bliss

JULY 7, 2016

My goal is to offer peer to peer sharing about the ins and outs of this role: what works, what doesn’t and how to stay the course and gain traction. Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. The problem?

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Horizon CX

DECEMBER 31, 2018

What’s mostly standing in the way as I see it is the current economic outlook that is causing organizations to stay the course and avoid any potential risk. Critical advancements that the CX profession will need to make in 2019: This is probably THE most critical area for the CX profession going forward in 2019 and beyond.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Gainsight

JUNE 2, 2022

But it’s not only the excitement about the return of Pulse to the Moscone West Center, attendees, vendors, speakers, parodies, and, of course, the puppies. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Gainsight

JUNE 21, 2022

So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? They are turning to existing customers for their stream of revenue. That is one of the key reasons the Index showed that 95% of B2B companies of all sizes prioritize customer success.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

SurveySensum

MAY 9, 2022

And use their testimonials on your social pages, website, landing pages, email campaigns, and more to bring in more customers with the same persona. And especially in B2B space, when you go on a customer call, you can simply ask them, “Is there anyone you know who can benefit from tools like ours?” and it works wonders. .

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

AUGUST 11, 2020

This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

ChurnZero

DECEMBER 27, 2019

How Best to Create a B2B Cus t omer Survey . There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. Tech 100 Company and our Chief Customer Officer, Abby Hammer, was named a Tech 100 Executive by NVTC .

e-support 64

e-support eBook Chief Customer Officer B2B 64

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ChurnZero

AUGUST 21, 2020

Help customers be agile: Customer Success will be increasingly defined by how much your product could adapt to customer’s changing requirements. Abby Hammer , Chief Customer Officer, ChurnZero. “I The biggest customer success trend in B2B in the upcoming year will be personalization.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

CustomerSuccessBox

JUNE 7, 2022

Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. We asked Anita to share her opinion on customer churn and retention. Absolutely.

Management 52

Management How To Strategy NPS 52

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Reinventing the Customer Experience.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Grade.us

NOVEMBER 4, 2018

Of course, I'm making an assumption the product is going to do what it's supposed to do, whatever they're selling. Carmen: What industries are leading the way in customer service, and which industries have fallen behind? Shep: As a generality, B2C seems to set the bar for what good customer service looks like.

B2C 33

B2C Competitive Advantage Retail Chief Customer Officer 33

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JUNE 3, 2022

If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. I first heard this term—I even remember where I was—I was in a cafe in Cupertino, that’s about 10 years ago, with the CEO of Ansys, and I remember thinking at the time when he was talking about customers.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. I first heard this term—I even remember where I was—I was in a cafe in Cupertino, that’s about 10 years ago, with the CEO of Ansys, and I remember thinking at the time when he was talking about customers.

Customer Success 52

Customer Success B2B Metrics Sales 52

CCO Council

SEPTEMBER 13, 2019

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers. And of course, we want to resolve customer issues, ideally without escalation.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. For that reason I would score it a 6 which is, of course,100% worse than a score of 9 in NPS maths.

System 338

System Effort Score NPS Net Promoter Score 338

Gainsight

SEPTEMBER 24, 2019

And that is true to an extent—at Gainsight, we have a huge investment in identifying more accurate ways to collect data from as many sources as possible, synthesize it, and derive meaningful insights from it that can help us forecast future customer behavior. Customer Chaos Theory. Let’s drill down on two and three here.

Tips 12

Tips Chief Customer Officer B2B Meeting 12