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

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

Gainsight

OCTOBER 13, 2022

Chief financial officers should consider moving from an annual budget to monthly forecasting . Chief customer officers should consider ways to efficiently scale. Chief revenue officers should consider reinvesting in account management.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

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

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

Gainsight

FEBRUARY 9, 2022

ROI demonstrated), and advocacy (e.g., NPS or reference ability). You can roll these up into a customer health score and focus the CSMs on improving client health. ROI demonstrated), and advocacy (e.g., NPS or reference ability). a President or Chief Revenue Officer). active users), outcomes (e.g.,

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Customer data is the lifeblood of customer success.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Pointillist

MAY 19, 2020

As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment. times more likely than high performers to lack access to cross-channel journey data.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. How important are they really to their customers? ” Anthem uses NPS a good deal, as well as ‘member effort.’

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. I know you might wonder that the data is quite old. The value of customer experience. Source: Oracle Global CX Study, 2013. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Pointillist

JUNE 5, 2019

High Performers Succeed With a Data-Driven, Journey-based Approach to CX “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences. To get the full picture, you also need to understand actual customer behavior.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Gainsight

MARCH 9, 2020

Ashvin: We think of the maturity stages in three steps: Get insight into your customers—Connect your data sources, execute on 3–5 key activities (called Moments of Truth) that have a ton of impact on customer experience, and create a health score that tells you if customers are trending well, flat, or unwell.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

ChurnZero

OCTOBER 30, 2020

We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. Customer Success Compensation Catches Up to Sales. Customer Success drives a double benefit in the ROI.”.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

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

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies? Prove your point with data.

Customer Service 120

Customer Service How To Case Study NPS 120

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

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. So what we did, once we generated what we said was a value score for a customer.

How To 69

How To NPS Customers Customer Success 69

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. If you can justify a high ROI of a change, it would be difficult for a product manager to say no.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

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

SmartKarrot

APRIL 6, 2021

Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. Increase customer retention Have a customer-centric culture Drive customer behaviour Make customer experience better. Top concerns for the Chief Technology officer.

Customer Success 18

Customer Success Software Chief Customer Officer How To 18

ChurnZero

JULY 9, 2020

For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data. After watching the webinar, did the customer’s feature or overall product adoption increase? Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

SmartKarrot

FEBRUARY 9, 2022

The problem for the CCO is to showcase the real value of the customer success as a department and then get the budget approval. CSMs need to know the latest trends and hacks in customer success. A simple guide on customer onboarding can help them improve the efficiency of the process and reduce time to value. The ROI Pitch.

Customer Success 10

Customer Success Chief Customer Officer ROI Financial 10

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

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

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.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

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

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

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! Are we tracking the right things?

Management 52

Management How To Effort Score Customer Success 52

Ian Williams

MARCH 19, 2020

Yeah, it not only is kind of it makes sense, there is good scientific evidence to show that the organisations who have, I mean there’s a multitude of things you need to get aligned in the right way, Phil’s work has identified kind of 47, and when you get those 47 in the right order, you’re getting the highest ROI on your CX.

Leadership 52

Leadership Consulting Financial Video 52

Gainsight

DECEMBER 15, 2021

As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . More and more, the efforts of Customer Success Managers change essential, value-driven metrics for the better. You can’t assume that your customers inherently understand the value you provide just because they purchased it.

Customer Success 59

Customer Success ROI Effort Score Metrics 59