Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Around 2:00-2:23, the discussion turns to rooting new customer experience projects in data and metrics.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? What Is a CXO?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Wootric CX Blog

JULY 15, 2020

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. We’ve found there isn’t much written about NPS, specifically for B2B companies, so in order to level up, we’ve gone straight to the experts.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

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.

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System Effort Score NPS Net Promoter Score 338

GetFeedback

JANUARY 19, 2020

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . Structured questions also make it easy to calculate scores such as NPS, CSAT, or CES. . The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Gainsight

MARCH 15, 2022

One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS. Lately it feels like companies say they care about Customer Success, but when they have to put up resources to back it, they don’t commit,” he said. “I’d Aligning on Metrics.

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Customer Success Company Chief Customer Officer How To 59

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

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. Is my customer healthy? We went against the NPS for that specific customer.

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How To NPS Customers Customer Success 69

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset.

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

Kayako

DECEMBER 3, 2015

Or, you could take onboard these suggestions that will not only help you pitch and sell better customer service to your business, but will impress your management and show that you’re in control, persuasive and confident too. Think about how you can help them progress, but don’t be too direct in your approach.

Customer Service 120

Customer Service How To Case Study NPS 120

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? How about 400? Are you still onboarding every user/customer with a web-call? Think Scale.

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Customer Success Strategy Chief Customer Officer NPS 123

CustomerSuccessBox

JUNE 7, 2022

You have your overall churn metric, which is several metrics rolled up into it. So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. And then the customer experience isn’t going to be great and then they’ll leave too. Absolutely.

Management 52

Management How To Strategy NPS 52

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

MARCH 7, 2022

NPS, onboarding) . Level 4: Teams share KPIs and other important metrics (e.g. While sales teams may be out front when bringing in new customers, it’s the all-important partnership of CS and Product teams that helps retain them by making sure customers understand how to get the most out of your products. “CS

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Customer Success Roadmap Chief Customer Officer Feedback 103

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Here’s how to make that happen. . Customer success is a team effort, more Avengers than Batman.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Pay It Forward.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Customer Journey Mapping is another case in point.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

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Customer Engagement Engagement Company Strategy 52

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!

Management 52

Management How To Effort Score Customer Success 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics How To Effort Score Self Service 98

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Tip #8: Report on customer service metrics at company meetings. Tip #6: Encourage ride-alongs.

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Customer Service Self Service Tips Chief Customer Officer 127

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. From the beginning, we’ve been dedicated to helping businesses navigate this emerging discipline.

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Customer Success Chief Customer Officer Metrics Competitive Advantage 52

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Is your customer onboarding turning into a fixer-upper?

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Conference Chief Customer Officer Customer Success Software 98

Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

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Customer Success Chief Customer Officer Metrics Conference 40

Kayako

OCTOBER 23, 2017

Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences. How to create a customer feedback loop that improves your product. Close the loop with the customer. Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly.

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Feedback Net Promoter Score e-support Metrics 136

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

Customer Guru

DECEMBER 13, 2017

Building accountability towards customer experience – appoint a Chief Customer Officer. The first and foremost thing is to appoint a Chief Customer Officer (CCO) or at least a Head of Customer Experience. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ChurnZero

OCTOBER 30, 2020

“Everyone has seen a version of this chart before about the amount of growth you get by focusing on Customer Success and how it makes your company so much better,” says Mehta. “A Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. How do you counter this?”.

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Customer Success Net Promoter Score Effort Score NPS 93

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. But there are general metrics of success around the work that they’re doing. Swati: What kind of CX metrics do organizations employ to measure success? Annette: It’s a mixed bag.

Customer Journeys 40

Customer Journeys Customer Experience Chief Customer Officer First Call Resolution 40

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics How To Effort Score Self Service 52

ChurnZero

JANUARY 22, 2021

Neale explains how we think about selling is just as important as our tactics and execution. Following Blind Zebra’s sales model, you’ll feel more confident and equipped to have those uncomfortable money conversations, as well as learn how to: Use the Holy Trinity of Customer Success selling philosophy.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

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Customer Success Retail Chief Customer Officer Customers 91

SmartKarrot

DECEMBER 4, 2020

Importance of measuring customer success ROI. Setting up a customer success function requires cost. The cost of employing CSMs, implementation specialist, chief customer officer, customer success automation tool, etc. How to measure customer success ROI? How to improve Customer Success ROI?

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ROI Measurement Customer Success Return on Investment 10