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

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.

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Customer Success Interaction Chief Customer Officer Customer Centricity 50

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? Nick: That’s a great way to put it!

Healthcare 52

Healthcare Effort Score Chief Customer Officer NPS 52

CSM Magazine

NOVEMBER 6, 2016

With business leaders paying more and more attention to the customer experience, eradicating weak links will be a key focus for the new wave of ‘Customer Service Officers’ and ‘Chief Customer Officers’ that are entering boardrooms around the world.

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Financial Chief Customer Officer Net Promoter Score Effort Score 40

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. Understand the value of your system. Pulse Originals: End-to-End Value.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

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. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Why did you give that score? Not as the only system used.

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System Effort Score NPS Net Promoter Score 338

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content!

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Feedback Net Promoter Score e-support Metrics 136

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. To scale, one needs a bigger budget.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

ChurnZero

OCTOBER 30, 2020

To create a consistent onboarding experience, irrespective of a user’s onboarding cohort, Olson says Customer Success needs to ramp up automation. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort. “I You can see these companies.

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Customer Success Net Promoter Score Effort Score NPS 93

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. Bigger budgets for Customer Success.

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Customer Success Effort Score Self Service eBook 52

ChurnZero

MAY 29, 2020

Customer Health Score. Definition: Customer health scoring is the process of evaluating a customer’s overall engagement and satisfaction with your company in a simple score. Why it matters: There is often a misguided belief that a customer’s renewal decision is solely dependent upon Customer Success.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

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 need additional funds approved to hire additional Customer Success managers. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Customer Success 40

Customer Success Chief Customer Officer How To Metrics 40

inmoment

MAY 14, 2020

But getting to this point requires that companies go beyond just understanding the journey and instead seek to understand member expectations and needs so they can build systems and processes around those expectations. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.”

Insurance 52

Insurance Healthcare NPS Net Promoter Score 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.

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Customer Service Handbook Customer Satisfaction Loyalty 85

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 . The first role will be a program manager aimed at driving internal, customer-centric process improvement initiatives.

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Customer Success Chief Customer Officer ROI Sales 80

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. We differentiated CHS from CMI this way: Customer Health Score measures the relationship between the vendor and the customer.

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Effort Score Conference Chief Customer Officer Consulting 60

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Culture 10

Culture Chief Customer Officer Net Promoter Score Effort Score 10

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 48

Customer Experience Return on Investment Effort Score Policies 48

Tricia Morris

NOVEMBER 6, 2015

While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline. Step 3: Turn knowledge into innovative multichannel engagement.

Government 40

Government Self Service Customer Service Social Media 40

ChurnZero

JULY 9, 2020

Although case studies primarily support bottom-of-funnel marketing, they can also benefit other customers by sharing new or unique ways of using the product. . How do you decide if a customer is the right fit? As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

Strategy 64

Strategy Marketing Case Study Effort Score 64

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!

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Management How To Effort Score Customer Success 52

ChurnZero

AUGUST 23, 2019

How can systems and tools empower your customer teams. During the webcast we conducted three audience polls to get a gauge on where attendees were in terms of their Customer Success operations today. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue.

NPS 40

NPS Customer Success Effort Score Sales 40

Chattermill

MAY 12, 2019

We like this one because Pennington challenges readers to rethink the traditional customer experience and serves as a positive conversation piece that gets the ball rolling. Instead, he focuses on getting companies to see CX as a company-wide effort, not the exclusive domain of the call center rep or the salesperson. by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ChurnZero

NOVEMBER 15, 2019

Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the new year. Customer Success operations planning.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

SmartKarrot

MARCH 10, 2022

For 57% of CIOs, improving customer experience is a priority while 81% of the CIO respondents admitted to implementing new technology for customer interactions. Customer interaction has changed, and customers feel happy when their needs are met. The best way to move forward is by uniting the efforts of the CMO and CIO.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

ChurnZero

JUNE 17, 2022

Onboarding needs its own health score. Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer?

Metrics 98

Metrics How To Effort Score Self Service 98

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. The specific playbooks you design will be determined by your customer base and their unique goals.

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Customer Success ROI Effort Score Metrics 59

Customer Bliss

SEPTEMBER 20, 2018

If you find yourself in a position like Tamar, where you’re a CX expert but lack specific industry knowledge, it’s critical that you immerse yourself in the industry, familiarize yourself with key players and understand other people’s roles and contributions to the system. Would you say you’re customer-obsessed at your organization?

Customer Experience 131

Customer Experience Chief Customer Officer Effort Score Culture 131

ChurnZero

FEBRUARY 11, 2022

But Michael finds many customer success leaders default to playing defense. “I I talk to customer success leaders and they’ll say things like ‘I have a new chief customer officer or a new CEO and I need to find out what they think about customer success,’” says Michael. That’s the wrong approach.”.

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Customer Success Chief Customer Officer Conference Customers 98

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.

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Customer Success Tools Management Chief Customer Officer 98

SurveySensum

JULY 14, 2020

Aimee Lucas has over 20 years of experience in improving service delivery and transforming customer experiences through employee engagement and customer-centric process improvement initiatives. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM).

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JUNE 17, 2022

Onboarding needs its own health score. Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer?

Metrics 52

Metrics How To Effort Score Self Service 52

SurveySparrow

JULY 3, 2021

However, at the same time, your customer experience can be miserable. Your POS system is outdated. The experience becomes so cumbersome for the customer that they’ll search for the next best spa on Google – regardless of how good your customer service is. You’ll boost customer satisfaction and reduce churn.

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Brands Customer Experience Customer Journeys Social Media 59

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. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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? What is your WD-40? However, very few are directly measuring this effectively.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40