Customer Bliss

MAY 2, 2019

Rosalyn talks about the customer delight approach, which people talk about a lot. However, at Allovue, they didn’t see much of an ROI with this method. She said that though people were happy to receive flowers and nice messages, it didn’t correlate to customer retention. ” About Rosalyn Curato.

Company 149

Company Strategy Chief Customer Officer Financial 149

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. All of this grows Customer Lifetime Value.

Metrics 62

Metrics Effort Score ROI Policies 62

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

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.

ROI 10

ROI Measurement Customer Success Return on Investment 10

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

CCO Council

NOVEMBER 2, 2017

CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. Why is this so low? And that’s a compelling argument.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 48

Chief Customer Officer Customer Success Call Center Customer Centricity 48

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: Customer rooms allow them to.

Customer Journeys 80

Customer Journeys Chief Customer Officer Hospitality Customers 80

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Companies apply the golden rule of business to customers and employees. . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

JUNE 23, 2022

Varying impact on sales and customer retention from issues in your client base or industry. Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. Chief Customer Officers (CCOs) are stuck in groundhog day: dealing every day with an endless stream of apologies, billing statement credits, and service recovery efforts.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Have case studies that include the benefits of customer success. Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. How a client grew revenue?

Customer Success 18

Customer Success Software Chief Customer Officer How To 18

ChurnZero

JULY 9, 2020

Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. There are many things we wish we could have predicted for 2020.

Strategy 64

Strategy Marketing Case Study Effort Score 64

ChurnZero

JANUARY 4, 2019

“Based on customer demand for more insights and value, SaaS companies will continue to wrestle with and achieve a better balance between customer interactions that are deep, rich and human and those that are tech-based (automated, scalable). 13.) “ AI will become more customer facing to improve Customer Success in 2019.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

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. This allowed us to intensify our customer retention efforts.

NPS 52

NPS Effort Score Survey Roadmap 52

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ChurnZero

JANUARY 4, 2019

“Based on customer demand for more insights and value, SaaS companies will continue to wrestle with and achieve a better balance between customer interactions that are deep, rich and human and those that are tech-based (automated, scalable). 13.) “ AI will become more customer facing to improve Customer Success in 2019.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Kellie Capote.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Externally – understand what success looks like from the perspective of the customer.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

ChurnZero

OCTOBER 25, 2019

And then one of the other things you can do is say well, let me share with you what I see happen with most customers when they go through and implement software and you tell me if this fits your organization. Then we can talk about some things we might do differently and that’s when I typically draw out an ROI chart.

Customer Success 49

Customer Success System Customers Software 49

SmartKarrot

NOVEMBER 16, 2022

Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex.

Handbook 10

Handbook Customer Success Chief Customer Officer Analysis 10

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. Customer Success Around the Web.

NPS 40

NPS Customer Success Effort Score Sales 40

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. Reimagining the way processes work can tremendously improve customer experience. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

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.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. The value of customer experience. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Pointillist

JUNE 5, 2019

Customer Satisfaction, Retention, and Lifetime Value Are Linked to a Journey-Based Approach Nine out of ten respondents in our survey say their organizations have adopted a journey-based approach to CX. For example, only 26% say they use revenue as a yardstick to measure customer experience success.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

ChurnZero

JUNE 17, 2022

Track metrics that represent the customer’s actual progress versus your internal tasks. Your team could hit all their deadlines and your customer may still not realize ROI. Customer Success teams overlook the most important onboarding factor. Track your customers’ reason for purchase. Does it provide ROI?

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

Track metrics that represent the customer’s actual progress versus your internal tasks. Your team could hit all their deadlines and your customer may still not realize ROI. Customer Success teams overlook the most important onboarding factor. Track your customers’ reason for purchase. Does it provide ROI?

Metrics 52

Metrics How To Effort Score Self Service 52

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: And how exactly is the customer success salary benchmarked?

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

SmartKarrot

JUNE 5, 2020

With an evolving need of mutually beneficial relationships with their customers, companies are investing more on building a customer success team. These teams are dedicated towards customers achieving their goals. They help customers realize the value of the product which in turn results in achieving customer retention.

Customer Success 10

Customer Success Chief Customer Officer Effort Score Metrics 10