Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. While their recent NPS score of 73.8 While their recent NPS score of 73.8

NPS 52

NPS Effort Score Survey Roadmap 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Where should the CX function report into. I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

Customer Guru

DECEMBER 13, 2017

The natural question to ask as you look at these stats is: Has anything changed in the last 4 years since this report was published? . According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. Source: Oracle Global CX Study, 2013.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Education Services Group

APRIL 16, 2021

And TSIA agrees that a fundamental building block of Customer Success is having a proactive CS leader reporting to a higher-level executive team, ideally one in charge of customer growth like a Chief Customer Officer. The final Build capability has to do with everyone’s favorite thing – data!

Customer Success 52

Customer Success Chief Customer Officer Metrics Competitive Advantage 52

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. 7 Trust-Building Tactics to Increase Customer Loyalty.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

e-support 64

e-support eBook Chief Customer Officer B2B 64

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. So why is customer experience significant all of a sudden? Who’s responsible for customer experiences at your company?

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

ChurnZero

DECEMBER 20, 2019

Look for 2020 to be a year of CS increasingly reporting to the C-Suite. . . Customer happiness and product features won’t float the bill. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI. Customer Retention.

ROI 10

ROI Measurement Customer Success Return on Investment 10

ChurnZero

JULY 9, 2020

You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks. At ChurnZero, we recently introduced a Q&A column featuring our own Chief Customer Officer that provides advice on common customer challenges.

Strategy 64

Strategy Marketing Case Study Effort Score 64

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Become an NPS Expert. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. I would not tie anybody’s pay to NPS.

NPS 40

NPS Customer Success Effort Score Sales 40

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning.

Metrics 52

Metrics How To Effort Score Self Service 52