Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. If you have ever been to a CX conference, you know that there will be at least one session on this topic. Strategy 1.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. The systems thinking concept can also help us manage the customer journey mapping process differently and more effectively.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Customer Bliss

AUGUST 9, 2018

Gain a better understanding of customers and their journey. Understand the settings they work in, the type of customer they are, which products they use, and how to drive empathy in employees. A large conference room is set up once a quarter by stages of the customer lifecycle. How is the room organized? How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. Invest deeply in listening to your customers, both programmatically and personally, and design your solution with a target in mind. Implementing a Customer Success Strategy is a Cultural Transformation.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

OCTOBER 30, 2020

No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. I would argue that’s actually the leading indicator of variables like net retention.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93