Gainsight

MARCH 15, 2022

I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager. Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. Aligning on Metrics.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer How To Roadmap 111

Gainsight

SEPTEMBER 15, 2022

They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. That is an excellent metric to concentrate on. According to Capote, organizations need to measure the number of CSQLs.

Chief Customer Officer 52

Chief Customer Officer Metrics Customer Success Roadmap 52

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not.

Tips 100

Tips Chief Customer Officer Effort Score Roadmap 100

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. Make it the first order of business to drive the metrics of customer loyalty and customer profitability. CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

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. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Customer Bliss

AUGUST 15, 2019

He wanted a better understanding of what was done for the development of the product roadmap and how customer issues were handled. After analyzing these internal processes, Lee developed a system to improve the ticketing process for employees handling customer issues. It may take some time, but it's worth it!

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

Eptica

JUNE 17, 2016

When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). Decide what will be measured How are you going to demonstrate the success of the project, and unlock funding for future initiatives?

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Alliance by IFS

MARCH 31, 2016

That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. Front-line employees should be involved, and customers’ needs and insights should be analyzed to develop an innovation roadmap. There was also some good news in the survey.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

CSM Practice

OCTOBER 10, 2018

Measuring Your Team’s Health. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. — Irit Eizips, CEO, CSM PRACTICE.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

OCTOBER 7, 2020

The mid-level roles are of a customer success leader while the higher roles are of a director or VP of customer success along with Chief customer officer as the highest role in this team. 2 Identify Customer’s Goals. 4 Select Right Metrics. 5 Create a Roadmap for Customer’s Success.

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

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

AUGUST 23, 2019

What types of metrics should this role be responsible for. How can systems and tools empower your customer teams. We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. I’ll tell you what, I wouldn’t tie them to.

NPS 40

NPS Customer Success Effort Score Sales 40

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Maybe we will see Chief Customer Officer roles being created in the not too distant future. Some brands have promoted customer experience measures to have equal status with traditional compliance metrics.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

ECXO

DECEMBER 26, 2023

Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Converted: The Data-Driven Way to Win Customers’ Hearts by Neil Hoyne. Here is the link. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

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. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Improve the Quality of Customer Engagements.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Gainsight

MAY 18, 2023

Customer Cheat Sheet This feature generates a narrative customer summary that includes key customer metrics, strategic priorities, a prioritized list of product requests, recent escalations, open tickets, executive changes, and more. The way we do that is to guide customers to outcomes.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

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. What is your WD-40?

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

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? Read the full transcript to learn more. The Interview: .

How To 69

How To NPS Customers Customer Success 69

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132