Experience Investigators by 360Connext

MARCH 8, 2018

It advertises, but does not build a relationship between companies and their customers. Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Marketing plays a role in customer experience (and vice versa.). .”

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

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

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. 2 – Connect ROI to Growth.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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. Sales Enablement.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Kayako

OCTOBER 23, 2017

For a customer feedback project to begin, get a team’s attention, and close the loop across the business, these are the three areas you must focus on: Assign (or claim) accountability and choose the metrics to track. Close the loop with the customer. Assign accountability for a customer feedback loop.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales?

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

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

OCTOBER 30, 2020

Customer Success Compensation Catches Up to Sales. For a long time, Customer Success and Sales have been working together but not in equal footing,” says Mehta. “In In the next three to five years, compensation between Customer Success and Sales will become close to equal.”. It’s about onboarding.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

ROI 10

ROI Measurement Customer Success Return on Investment 10

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. New Releases: Aligning Sales and CS. That’s the perfect recipe for success!

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . C S and Sales strengthen their bond. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Drivers for corporate growth are no longer limited to Sales and Marketing.

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? versus $0.63

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

ChurnZero

FEBRUARY 17, 2022

If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Does your vice president of sales let their sales reps not use their CRM?

Software 98

Software Customer Success How To CRM 98

Eptica

MAY 30, 2018

The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin : That makes sense.

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Gainsight

JUNE 23, 2022

Varying impact on sales and customer retention from issues in your client base or industry. Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important.

Self Service 52

Self Service Financial Chief Customer Officer Sales 52

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business. And why?’. “Of

Chief Customer Officer 40

Chief Customer Officer ROI Leadership Airlines 40

ChurnZero

FEBRUARY 17, 2022

Tip #2 for CSMs: practice what you preach If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Make sure you practice what you preach.

Software 52

Software Customer Success How To CRM 52

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. As the last example of many, I identified the weak point in the Resources available to the customer. Conquer Your Success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. As the last example of many, I identified the weak point in the Resources available to the customer. Conquer Your Success.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64

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

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

SmartKarrot

FEBRUARY 9, 2022

Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The problem for the CCO is to showcase the real value of the customer success as a department and then get the budget approval. You can link customer success wins to revenue growth, thus showing profitability.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. Consumer expectations are on the rise and one defining character has remained constant across the board – customers demand convenience.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 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

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! Absolutely.

Management 52

Management How To Effort Score Customer Success 52

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. Consumer expectations are on the rise and one defining character has remained constant across the board – customers demand convenience.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

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

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Gainsight

DECEMBER 15, 2021

Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. You will see it in the way customers talk about the product. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. .

Customer Success 59

Customer Success ROI Effort Score Metrics 59

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. A – Attainable.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147