Chief Customer Officer eBook Effort Score Metrics 
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. CS, it’s time to own NRR. Invest in digital CS.
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. A growing reliance on Customer Success metrics.
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inmoment
MAY 14, 2020
In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #4: Are You Measuring the Right Key Metric(s)? Many organizations today are focused on a customer’s likelihood to recommend by calculating a Net Promoter Score or NPS.
ChurnZero
DECEMBER 20, 2019
Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .
Gainsight
DECEMBER 15, 2021
Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. You will see it in the way customers talk about the product. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. .
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