Customer Bliss

MAY 4, 2017

Tabitha Dunn currently serves as the Vice President of Customer Experience at Concur Technologies, an SAP company. Concur is also a SaaS company. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Centercode

APRIL 16, 2019

What are beta program metrics exactly? His leadership team asked him to develop a framework for measuring the success of his beta team efforts. I’m sharing this experience (with his blessing) because it provides some insight for other product and program managers who have questions about identifying key beta program metrics.

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. This process took a year.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. And at the same time, I hear from CS leaders wondering if their company is approaching CS from a 2020 perspective.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Customer Bliss

AUGUST 28, 2020

In our conversation, Aisling Hassell addressed the challenges of communicating effectively with your leadership team and your employees. And obviously, the last couple of months, as myself and my leadership have had to recast that vision. “When you talk about concern, anxiety and sustainability kind of go hand-in-hand.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Customer Bliss

AUGUST 22, 2018

Does your company need a CCO? To help you assess whether or not your company needs a CCO, I’ve put together a set of tactical statements to help you accomplish two things. First, the explicit statements give you a platform to define the scope of work and specific work that a customer leadership executive would take on.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Lumoa

JANUARY 19, 2023

Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. What does the company want to achieve? What’s more, it will help you build a link between your CX team goals and the broader company goals.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. 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.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. It is a process and will not happen in one day.

B2B 94

B2B Customer Experience Roadmap Culture 94

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They empower their entire company to act on those insights and then seek to understand their customers all over again. They might even proclaim to put customers first or be customer-centric.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. But he had been working at the company for 10 years already and saw this as an opportunity to truly make some changes in the company and overhaul the CX program. He put together a one-page roadmap and brought it to the senior leadership team.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Customer Bliss

OCTOBER 16, 2018

And how metrics need to change, how leadership styles needs to change, and how you need to bring people to the table differently. Those competencies give you a specific roadmap. ” and “will they link arms to deliver an experience to the customer that means a one-company experience?” How reliable are you?

Customer Experience 185

Customer Experience Chief Customer Officer Video Leadership 185

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. This emphasis on value and delivering exceptional service is what gives truly customer-centric companies the edge: It increases customer loyalty and that loyalty drives growth. Creating a Customer Retention Strategy: A Leadership Roadmap. Operationally define “customer-centric”.

Customer Retention 92

Customer Retention Strategy Net Promoter Score Employee Engagement 92

SurveySparrow

JULY 12, 2022

You can give employees a roadmap for personal and professional development based on their competencies. SurveySparrow lets you collect employee feedback in a variety of scenarios, and keep your finger on the pulse of your company. Find out why customers decide to buy from your company. Please enter a valid Email ID.

Examples 52

Examples Roadmap Leadership Survey 52

ijgolding

APRIL 19, 2017

Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.), The purpose and ambition of any company ‘should’ be made clear in the creation and documentation of its strategy – strategy being defined as ‘a plan of action designed to achieve a long-term or overall aim’.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

West Monroe

MARCH 7, 2024

It's essential for companies to build a culture and strategy around security governance that aligns with their business goals, regulatory needs, and risk tolerance. Investing early in a comprehensive security governance program pays off by making responses more effective and aligned with the company's objectives.

Industry 40

Industry Government Leadership Healthcare 40

ClearAction

FEBRUARY 13, 2023

This customer experience course is an actionable overview for making CX a team sport company-wide. This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. It’s indisputable, enduring value. It makes your CX team indispensable.

Sports 71

Sports Customer Experience Handbook Case Study 71

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In the January 2022 Climate Action 100+ report , 87% of companies reported having board-level oversight of climate change.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. In the January 2022 Climate Action 100+ report , 87% of companies reported having board-level oversight of climate change.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

JUNE 1, 2023

” It’s not uncommon to find news articles that highlight optimization initiatives and layoffs at companies—most recently at Amazon, Meta, Shopify, and LinkedIn. This is especially true for CPOs operating in an increasingly competitive private equity/portfolio company environment.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

Customer Bliss

NOVEMBER 29, 2016

Donna Peeples was the Chief Customer Officer at AIG — obviously a large company. Pypestream is a much smaller company than AIG, currently existing in startup mode. Other than that, much of CCO work — especially in the early going — is similar regardless of company size. Episode Overview.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Roadmap 100

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score. Learn More.

Analytics 304

Analytics NPS Financial Analysis 304

CX Workout - Ideas Blog

NOVEMBER 3, 2020

And why would anyone still use outdated CX/EX metrics and long, boring surveys that rarely drive actionable insights? All too often, frustrated companies say that CX has failed to meet financial goals and leadership expectations because of diminishing returns. Mostly because traditional CX metrics are not actionable.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

Gainsight

APRIL 2, 2021

Through pre-built integrations and infrastructure providers, they help companies securely manage their organizations. Melissa helped me understand where Okta places CS Ops in the company. These two power “sisters” work well together and create an overall success for the company. Getting to Know a Fellow Ops Person. “I

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

SmartKarrot

OCTOBER 27, 2020

Companies are still learning and coming up with new ways to implement this process in their organization. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

SurveyGizmo

MARCH 15, 2021

In an employee-centric organization, all employees are connected to their customers and prospects, as well as to their peers and leadership. Encourage p articipation and s hare p erformance m etrics – Engage employees in product roadmaps, customer interactions, content creation, and more.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Engagement 90

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Gainsight

MAY 4, 2023

In the not-too-distant past, communities were primarily viewed as a way of scaling Support or reducing costs for B2C enterprise companies. With the rise of Subscription-based companies came a new business model founded on the idea of proactively supporting customers to achieve success. And finally, it’s about the customer experience.

Self Service 52

Self Service How To Effort Score B2C 52

CustomerSuccessBox

SEPTEMBER 20, 2021

Role of Customer Success Manager in a SaaS Company. For over a decade now, he has helped hundreds of companies accelerate growth by optimizing the Customer Lifecycle. David and his blog cover topics such as the SaaS business model and Metrics, 9 steps to get to repeatable, scalable, and profitable growth, Time to Wow!,

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. What do your employees say to one another, in company surveys and on review sites like Glassdoor?

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

Gainsight

DECEMBER 12, 2022

In today’s market, where Net Revenue Retention is a leading valuation metric and companies are prioritizing efficient and durable growth , companies that have a proven risk management process in place will retain more customers. What does all this have to do with Customer Success (CS)? It’s as simple as that. Escalate the Risk.

Effort Score 52

Effort Score Leadership Roadmap Course 52