CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. and Chief Customer Officer 2.0.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

CustomerSuccessBox

FEBRUARY 27, 2019

Now we all know that to be successful, customer success should be a company-wide effort instead of just being the sole effort of the customer success department. But someone needs to be responsible and held accountable for the results and ROI of customer success. Imbibing a Customer Success Culture.

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! Make sure you practice what you preach. Don’t be that business.

Software 98

Software Customer Success How To CRM 98

Gainsight

DECEMBER 16, 2021

What’s the ROI of Customer Success?”. If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following question and run out of the room: “Should CSMs own renewals?”. Thankfully, this blog post is not about wading into that hornet’s nest of an argument! – Your CFO.

Chief Customer Officer 72

Chief Customer Officer Customer Success Sales Conference 72

ChurnZero

JULY 9, 2020

Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. Bolster Benefits With Blogs, Resources, and Newsletters.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. Would this yield ROI? If yes, deep dive into this blog without wasting any more time!

Chief Customer Officer 10

Chief Customer Officer Return on Investment Customer Success Meeting 10

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

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

SmartKarrot

APRIL 6, 2021

In this blog, we will see why C-Suite Selling is important. how to sell your customer success tool to them. Selling to C-suite customers is important as it can provide: Faster decisions, lesser bureaucratic hurdles, large contracts- these are characteristics of a C-suite buyer. Top concerns for Chief Customer Officer.

Customer Success 18

Customer Success Software Chief Customer Officer How To 18

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We focus on demonstrating adoption and ROI. We’ve also made it a priority to be more diligent in recording customer pulses. Question 6.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

FEBRUARY 9, 2022

When you show the parity of how other teams are performing in customer success by investments, you can ensure that they know the value given to customer success. The ROI Pitch. Customer success is a new function. Align your pitch in terms of what ROI you will bring.

Customer Success 10

Customer Success Chief Customer Officer ROI Financial 10

SmartKarrot

AUGUST 16, 2022

Highlight ROI to C-suite executives. You reinforce the value of the product to the c-suite customer making it the best way forward for the company. When the customers know the output the product offers, they will want to stick with it. ROI is a great factor in ensuring one understands the credibility of the product.

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. I’m a bit of a Jack Welch fangirl!

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Calculating the ROI of Chatbots. Why Chatbots? Chatbots look good on paper.

Chatbots 133

Chatbots Self Service ROI Contact Center 133

SmartKarrot

NOVEMBER 16, 2022

Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex.

Handbook 10

Handbook Customer Success Chief Customer Officer Analysis 10

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader.

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

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

Gainsight

DECEMBER 15, 2021

Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. You’ve found the right blog that will explain it to you. Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . Increased customer sentiment.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Horizon CX

DECEMBER 27, 2019

This blog is a summary of those findings. 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).

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Customer Guru

MARCH 7, 2018

We hear many stories where companies have gone over-the-top to delight the customers. While it is great for customer experience, it is also a cost to the company. Also, what kind of ROI must the senior management look for in investing in customer centricity? For me, going over the top might not help. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Gainsight

SEPTEMBER 24, 2019

This is a blog about how to create a strategy for dealing with sponsor change. CSM reaffirms ROI and goals with new Business Owner and with customer Executive Sponsor in the next EBR. Keep in mind that depending on your business model or customer, you may have a more hands-on or hands-off process.

Tips 12

Tips Chief Customer Officer B2B Meeting 12

Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. The value of customer experience. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Q: How should you include ROI factors into a customer health score?

Metrics 80

Metrics ROI Customer Success System 80

Pointillist

JUNE 5, 2019

Dylan Qua CX PMO, Journey Design/Channel Experience Celcom VoC-based metrics such as NPS® and CSAT are used by most CX professionals to measure customer experience performance. The use of business-focused KPIs, such as revenue and return on investment (ROI), as a way to measure customer experience is far lower in comparison.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Michel Falcon Experience

NOVEMBER 8, 2015

An emerging role within companies of all sizes and industries is the Chief Customer Officer. Munchery, the ventured-back delivery company, recently recruited Pascal Rigo to become their Chief Customer Experience Officer after he sold his company La Boulange to Starbucks for $100 million.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

SmartKarrot

JULY 27, 2020

Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. Chief Customer Officer 2.0: Blogs form a major part of our lives these days.

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment). Additional data including customer segments, ROI, and more. Methodology behind the scoring process. Side-by-side feature comparison.

ROI 52

ROI Report Net Promoter Score Effort Score 52

Wootric CX Blog

DECEMBER 2, 2019

Wootric’s modern customer experience management (CXM) solution empowers CX leaders and teams to evangelize customer-centricity and empower stakeholder teams (such as marketing, product, operations, success, support and human resources) by democratizing insights from customer and employee feedback, including unstructured feedback, at scale. . “We

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69