Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Industry Management Guidelines 129

ClearAction

DECEMBER 5, 2023

For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

Metrics 62

Metrics Effort Score ROI Policies 62

ClearAction

MAY 26, 2023

Customer Insights Shape Your Firm’s Growth Curve Lynn Hunsaker Customer insights have so much more potential to shape everything in your enterprise. Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. This goes well beyond ratings and scores.

Customer Insights 62

Customer Insights Chief Customer Officer Effort Score Leadership 62

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.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Gainsight

MAY 12, 2021

Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman, and Bryan Plaster, Founder and CEO of CompleteCSM, for a candid conversation on how to handle the complex scenario of having a “green” customer churn.

Chief Customer Officer 59

Chief Customer Officer NPS Effort Score Call Recording 59

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

JANUARY 7, 2016

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved scores and improved customer growth is not always clear. That means ‘Customer Focus’ is a top agenda item of the organization, but it’s not easily quantified.

Effort Score 100

Effort Score Chief Customer Officer Social Media Customers 100

Customer Bliss

MARCH 24, 2015

Take stock of where your company is today in managing collective cross-silo work. Decide if these actions are already being reliably managed. If there’s a void, it may be right to consider a Chief Customer Officer. Implementation Tip: This needs to be a group effort. Consider each statement.

Tips 100

Tips Chief Customer Officer Effort Score Roadmap 100

Wootric CX Blog

JULY 1, 2020

Surveys such as Customer Satisfaction(CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS) can be personalized with intro text, and contextual data such as an agent’s name. This customization boosts response rates and improves the quality of the feedback received. .

Net Promoter Score 52

Net Promoter Score Chief Customer Officer Effort Score Touchpoint 52

Customer Bliss

JULY 13, 2018

Charlotte Dunsterville , Chief Customer Officer of Sure International Telecom, and Patricia Pedhom Nono , former general manager of customer service & customer experience at MTN Cameroon , share how they prioritized and assessed the work they needed to do in order to transform CX in their organizations.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

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! That should the churn.

Management 52

Management How To Effort Score Customer Success 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Liz Friscino, Managing Director, Client Success, FiscalNote. It takes the manual aspects of account management away, which in turn gives team members more time back for relationship building. NPS scores. Engagement.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

CX Journey

MARCH 17, 2015

Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

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. ” At the same time, the key metrics for senior leaders were tied into NPS (net promoter score). Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Gainsight

JUNE 21, 2022

Additionally, some of the responsibility for renewals and expansions is divided between Account Management (31%) and Sales (24%). What was eye-opening is that 45% of companies have now made their CS team responsible for customer renewals. . Improving Net Promoter Score (NPS) is not an easy feat. The data turns into dollars.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key. said Strodtman.

Customer Success 50

Customer Success Interaction Chief Customer Officer Customer Centricity 50

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

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

ChurnZero

JANUARY 26, 2022

Liz Friscino, Managing Director, Client Success, FiscalNote Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. Account Manager – A farmer. Do you need a Renewal Manager? The Renewal Process.

Sales 59

Sales How To Net Promoter Score Chief Customer Officer 59

Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Before asking for a budget for your customer success team, you need to set clear, quantifiable goals.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

Eptica

MAY 30, 2018

That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. Companies in the UK with above average scores in the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) saw average revenue growth of 9.1% - laggards just 0.4%. -

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

CSM Magazine

NOVEMBER 6, 2016

With it follows the tearing down of business silos that previously saw several different managers in charge of different parts of the customer journey – many of whom rarely spoke to one another. New technology such as text analytics is also supporting these customer-centric people in their challenge.

Financial 40

Financial Chief Customer Officer Net Promoter Score Effort Score 40

Eptica

JUNE 17, 2016

Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

Gainsight

JUNE 18, 2020

At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide , Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. Will you tell me about the process behind your enablement efforts? athenahealth’s CSM Manager Dashboard.

Healthcare 52

Healthcare Effort Score Chief Customer Officer NPS 52

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 ServiceChannel’s Progress. Simple, right?

NPS 52

NPS Effort Score Survey Roadmap 52

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. Theodore Roosevelt.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. That’s a race that can be won!

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

ChurnZero

JANUARY 15, 2021

As global, multibillion-dollar software and computing infrastructure companies transition to subscription-based models, they must work with their extensive channel partner networks to enable and deliver Customer Success to end customers. Bri Adams , Customer Success Team Lead, ChurnZero. Fasten your seatbelts!

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Gainsight

MARCH 9, 2020

If you were building out a CS team from scratch where would you focus your efforts in the first 120 days? Be it driving better product adoption, managing risk, reaching out to executives, etc., Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g.,

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52