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. Simple strategies for newly formed Customer Success teams. Improving user NPS with success plans.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Customer Bliss

AUGUST 23, 2018

Over time, as the customer insights manager, Anand’s role began to evolve and he was able to start framing his work as the head of customer experience. When he saw things like low customer rating scores, he wanted to know what could be done to turn that around to improve services. Thanks so much to Customervillle

Transportation 129

Transportation Industry Management Guidelines 129

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Arie Goldshlager.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Aimee Lucas. Arie Goldshlager.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? Another capability is the Roadmap & Strategy function.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

Amity

APRIL 7, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

CRM 65

CRM Technology Data Net Promoter Score 65

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and the number of reference-able clients.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. Published on: June 17, 2016.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

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. Author: Peggy Klaus.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Marley Wagner , Sr.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Customer Success 40

Customer Success Chief Customer Officer How To Metrics 40

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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?

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 . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Answer Dash

SEPTEMBER 19, 2017

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

Customer Experience 59

Customer Experience Self Service Chief Customer Officer Touchpoint 59

ChurnZero

MAY 1, 2020

While acknowledging that it’s important to reevaluate your strategies, they warn, “Companies that take a slash-and-hold approach fare worse than those that both prune and thoughtfully invest.”. Prezi recommends choosing one to three goals for a presentation so you do not risk confusing your audience and scattering their attention.

e-support 53

e-support Tips Chief Customer Officer Software 53

ClearAction

JANUARY 14, 2015

But in cases where there is almost daily conversation between account teams and the customer, how much of these trendy CXM efforts are needed? Customer touch-points, journey mapping, user experience and/or life cycle management are in practice among four out of five B2B firms. Customer Experience Management Success Factors.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

ChurnZero

AUGUST 23, 2019

We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q: In this presentation the mature Customer Success org had of Customer Success Ops role. Where do you fall? Q&A Recap.

NPS 40

NPS Customer Success Effort Score Sales 40

ChurnZero

JUNE 17, 2022

Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Customer cohorts set your metric baselines.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

ChurnZero

FEBRUARY 11, 2022

We delve into Michael’s best advice on how you can build your own executive presence and increase your influence by using an offensive strategy comprised of these six tactics: Set the agenda. Tell a story using direct customer input. But Michael finds many customer success leaders default to playing defense. “I We have it now.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

ChurnZero

JUNE 17, 2022

Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Customer cohorts set your metric baselines.

Metrics 52

Metrics How To Effort Score Self Service 52

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. Darshan emphasized the impact of revenue leaders joining the customer success domain.

Customer Success 8

Customer Success Strategy Chief Customer Officer Net Promoter Score 8

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. Darshan emphasized the impact of revenue leaders joining the customer success domain.

Customer Success 8

Customer Success Strategy Chief Customer Officer Net Promoter Score 8