Gainsight

MARCH 15, 2022

But of course, Nick invited other great CS minds on LinkedIn to add their own questions and observations to the conversation. While not everything is about the bottom line, of course, finding out how much the company is investing in customer success can give you a pretty clear lens on what their commitment is. “

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Customer Success Company Chief Customer Officer How To 59

Gainsight

JUNE 21, 2022

From the Index, three primary trends that companies are pointing their customer success teams and organizations towards emerged, and they deserve further highlighting: Integrating customer success into expansion and renewals. Improving user NPS with success plans. Simple strategies for newly formed Customer Success teams.

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Trends Net Promoter Score NPS Return on Investment 52

Gainsight

MARCH 9, 2020

How have the metrics evolved over the last few years? Ruben: Early in the advent of this new category and profession, the primary metrics that CS teams were being measured on were Retention (primarily Gross Retention) and NPS. Also, check out this really good guide that goes in to greater detail about metrics.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Customer Journey Mapping is another case in point.

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Customer Journeys Chief Customer Officer NPS Consulting 100

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. So, how can we improve customer retention and loyalty?

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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. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Kayako

OCTOBER 23, 2017

For a customer feedback project to begin, get a team’s attention, and close the loop across the business, these are the three areas you must focus on: Assign (or claim) accountability and choose the metrics to track. Close the loop with the customer. Assign accountability for a customer feedback loop.

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Feedback Net Promoter Score e-support Metrics 136

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

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Chief Customer Officer Metrics Net Promoter Score Effort Score 64

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? Strong customer measurements, analytics, and insights are critical.

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Effort Score Chief Customer Officer Metrics Roadmap 40

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc.

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Chief Customer Officer Sales Customers Tips 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

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Metrics How To Effort Score Self Service 98

CustomerSuccessBox

JUNE 7, 2022

You have your overall churn metric, which is several metrics rolled up into it. So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. And then the customer experience isn’t going to be great and then they’ll leave too.

Management 52

Management How To Strategy NPS 52

ChurnZero

DECEMBER 2, 2021

“I’ll talk to Customer Success leaders and they’ll say things like ‘I’ve got a new CEO and I need to find out what they think about Customer Success.’ You need to show how you’ll impact those metrics one segment at a time.”. Jay Nathan , Chief Customer Officer, Higher Logic. What’s Next for Customer Success?

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Conference Customer Success Leadership Sales 98

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

Metrics 52

Metrics How To Effort Score Self Service 52

Qualtrics

AUGUST 20, 2021

When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ As far as what we see across our clients for relationship programs, an annual CSAT NPS-type survey, 20-30% B2B response is average. We always send our surveys from our CEO or CCO (Chief Customer Officer),” she says.

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B2B NPS Hospitality Chief Customer Officer 26

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].

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Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JULY 9, 2020

Moderators keep their eyes on the road (and clock) to make sure speakers don’t veer the discussion too far off course, get stuck in a tangent, or miss a main point. Demonstrated ROI – does the customer have proven results? Customer Tenure – have they been a customer for at least nine months to a year?

Strategy 64

Strategy Marketing Case Study Effort Score 64

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

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System Effort Score NPS Net Promoter Score 338

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

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Management How To Effort Score Customer Success 52

Kustomer

SEPTEMBER 3, 2020

Or our wait time, or maybe it’s different metrics that people have. And there’s — it’s going to have to look different inside of each organization, of course. Highly customized approach based on the needs of the organization and your customer demographic. It’s a referral based metric.

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Marketing Customer Journeys Effort Score Metrics 52

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Of course few advisors or team leaders actually know the individuals within Compliance. Maybe we will see Chief Customer Officer roles being created in the not too distant future.

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Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? What happens to your business when you begin to experience true hypergrowth and you have 40,000 customers to engage?

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Customer Success Strategy Chief Customer Officer NPS 123

SmartKarrot

OCTOBER 7, 2020

The mid-level roles are of a customer success leader while the higher roles are of a director or VP of customer success along with Chief customer officer as the highest role in this team. 2 Identify Customer’s Goals. 4 Select Right Metrics. 5 Create a Roadmap for Customer’s Success.

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Customer Success How To Roadmap Net Promoter Score 10

Kustomer

JUNE 25, 2020

Most of my engagements, either coaching brand new chief customer officers or folks who are new in that type of position, head of CX, and really working on soup to nuts CX strategy, really talking about what needed to be done and how to get there. Annette Franz: (02:04). You can bring in other types of data as well. Thank you.

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Customer Journeys Policies Customers Analysis 92

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. A – Attainable.

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Customer Success Tools Management Chief Customer Officer 98

Gainsight

DECEMBER 15, 2021

Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. 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. . New Value-Driven Metrics. But things are starting to change. Benefits to Expect.

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Customer Success ROI Effort Score Metrics 59

Pointillist

JUNE 5, 2019

High-performers are more than 9 times more likely to integrate data from multiple sources, analyze customer interactions across channels, and engage with customers optimally through their preferred channels. It is also about changing customer and employee behavior to drive financial impact.

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Customer Journeys Measurement Report Omni-Channel 89

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. This was back in 2013.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. This was back in 2013.

Customer Success 52

Customer Success B2B Metrics Sales 52

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

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Analysis Metrics Customers Customer Experience Management 90

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119