Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

BlueOcean

JANUARY 9, 2018

Artificial intelligence in the contact center is one significant piece of the puzzle that is omni-channel customer service. With integration between live chat, video chat, SMS, web forums, email, social, self-serve apps, and, of course, voice, the omni-channel experience must be seamless. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Zeisler Consulting

AUGUST 17, 2021

Now, of course, some are more circumspect than others, but there certainly seems to be a trend toward using things like revenues, sales, and market share as the driving reason for engaging in CX endeavors. Of course not. I wonder to what degree these folks are setting themselves up for a risky situation.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Beyond Philosophy

OCTOBER 21, 2021

Moreover, Mead says the same 25-56 influencers peddle accreditation courses on LinkedIn. Mead compares selling customer experience without ever having worked with customers to selling snake oil and describes their accreditation as meaningless in the real world of Customer Experience. .

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

CX Journey

JUNE 14, 2017

Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. I was once lambasted on Twitter because I shared a view that opposed the mainstream position on NPS. NPS is not for everyone; we know that. Attend webinars.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Resources 144

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. “

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. Customer Journey Mapping is another case in point. We just need to become more reasonable.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Gainsight

MARCH 9, 2020

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. It has become the primary metric while NPS has fallen to near the bottom of most-used metrics as per our most recent Industry Benchmark Report.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

JUNE 10, 2021

August Hall was again full of attendees (socially distanced, of course) waiting in anticipation to hear what’s in store for Gainsight at the Product Innovation Keynote. Gainsight product leadership took to the stage to unveil new Gainsight innovations that will supercharge the way you deliver outcomes along the customer journey.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

Wootric CX Blog

MARCH 15, 2020

Now more than ever, customer experience is job #1. . We think the SaaS businesses that focus on retaining customers and building loyalty are the ones that will survive and thrive in this uncertain climate. . Of course, the question then becomes how do you retain customers and build loyalty?

Company 125

Company e-support How To Chief Customer Officer 125

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

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

Chief Customer Officer 40

Chief Customer Officer Analytics NPS Technology 40

CSM Magazine

NOVEMBER 6, 2016

The answer, of course, was great customer service. The journey to customer and revenue retention. In recent years, increasing competition and the advent of new technologies have given rise to growing customer expectations, meaning the importance of customer service in business is more important than ever.

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. I’m ingrained in customer success and having this conversation today.

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 52

SurveySensum

MAY 9, 2022

It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Nicholas Zeisler , CX Strategist and Fractional Chief Customer Officer at Zeisler Consulting shares a similar view. But you can use positive feedback to learn as well; and of course to celebrate!

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

We would add that metrics put the “m” in management and suggest re-evaluating the metrics you are using to manage customer retention and customer loyalty. Retention keeps a business running at its current course and speed—but loyalty drives growth through customer expansions and additional purchases.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

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.

Chief Customer Officer 52

Chief Customer Officer Sales Customers Tips 52

ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. Definition: Net Promoter Score® (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. Of course the way you track this is up to you. Who owns your customer feedback loop?

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

ChurnZero

DECEMBER 27, 2019

CSAT and CES and NPS, oh my! 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

CustomerSuccessBox

JUNE 7, 2022

But the strategy is not to wait until something happens, or churns, and then try to find out why they left, the strategy is to throughout the customer journey, you were taking these little checks, Little pulses. Companies should be doing this with regularity, not just in NPS once a year, or, you know, putting NPS on everything.

Management 52

Management How To Strategy NPS 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.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

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.’ Jay Nathan , Chief Customer Officer, Higher Logic. The post 12 Key Takeaways from ChurnZero’s BIG RYG Customer Success Conference appeared first on ChurnZero.

Conference 98

Conference Customer Success Leadership Sales 98

ChurnZero

MAY 20, 2021

Of course, you want every new hire to be a hero, but replicating the star-like quality of your founding team is not only hard, but unrealistic. If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

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. 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

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. That makes the NPS of NPS 32.

System 338

System Effort Score NPS Net Promoter Score 338

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.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

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!

Management 52

Management How To Effort Score Customer Success 52

Kustomer

SEPTEMBER 3, 2020

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. As you get into that marketing area, a great marketing metric is NPS. Or is our customer base in a state of decline?

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Kayako

FEBRUARY 13, 2019

There is always an opportunity to improve and likely a mix of both big and small rocks that could be moved today to increase the NPS of your partners, customers and employees. Do your processes work for 40 customers? Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

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

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. Hence, you need to measure your performance through right metrics.

Customer Success 10

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.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92