Education Services Group

NOVEMBER 8, 2021

More so, even, as businesses take on new challenges and refocus efforts on customer satisfaction and retention. As Customer Success enthusiasts, we think the evolution of CS is intertwined with the future of business. 55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

CSM Magazine

NOVEMBER 6, 2016

Most business leaders acknowledge the potential for customer service to drive long-term revenue through improving customer retention and repeat business. Customer loyalty opinion leader, Fred Reicheld, proved the significance of this in customer retention terms some years ago and it still holds strong today.

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40

ChurnZero

JANUARY 15, 2021

To be specific, instead of starting ~4+ months ahead, teams will begin focusing on renewing their customers 7+ months before the renewal, and they will more frequently bring their CCO/CEO to the renewal discussion for added value. Traditional health scores factors will be reprioritized. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ChurnZero

JUNE 17, 2022

Onboarding needs its own health score. Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer? You completed part one.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

Onboarding needs its own health score. Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer? You completed part one.

Metrics 52

Metrics How To Effort Score Self Service 52

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130