Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 277

Customer Experience How To Metrics Feedback 277

Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. of CSM time spent on proactive customer outreach, versus reactive.

Marketing 105

Marketing ROI Leadership Analysis 105

Totango

JUNE 28, 2022

But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. . Don’t Let an Economic Downturn Slow Down Your Customer Success.

Return on Investment 74

Return on Investment Competitive Advantage ROI Effort Score 74

Seaton CX

MAY 16, 2024

But only if you do it right—avoid the 3 reasons customer journey maps fail to drive change. The insights from customer journey mapping aid organizations both strategically and tactically. Executive leadership teams leverage journey insights to craft the company’s customer experience vision and strategy.

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Gainsight

OCTOBER 19, 2021

Today, it’s imperative to prioritize the proper budget for Customer Success. As a CS leader you comprehend the essential value of CS, but how do you get executive leadership to agree and buy in? Here are some steps to ensure you get everything you need to build a well-resourced Customer Success team. What did it cost?

Resources 52

Resources Customer Success ROI Metrics 52

Natalie Petouhof

AUGUST 20, 2015

So getting personalization right not only makes the customer feel like you know them, you care about what they care about, but also you are paying attention. Of course this can be difficult with large customer bases. Customers buy from those who make it easy to buy from them and easy to find what they need and want.

ROI 40

ROI Loyalty Brands Customer Experience 40

Customer Bliss

DECEMBER 22, 2016

Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect. With the proliferation of the influence of Customer Experience comes a floodgate into the marketplace of solutions.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Vonage

MAY 8, 2017

To grow and adapt, everyone needs to understand the business inside-out, and the only way to do this is through consistent, measurable training methods and strong ongoing leadership. Establish a benchmark for the average number of cases your current team can handle and compare that to the growth of your customer base.

Sales 159

Sales Tips Training Travel 159

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people. .”

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

West Monroe

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. For example, we recently worked with a marketing automation company that was bringing on new customers but struggled with retention.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product.

Company 149

Company Strategy Chief Customer Officer Financial 149

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Demonstrate the ROI to Increase Corporate Spend in CS and CS Ops teams.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ECXO

JUNE 11, 2023

The way to differentiate is through a superior experience rooted in helping customers use products and services to achieve their business goals and overcome their challenges. Buyers are also often seeking a strategic partnership and thought leadership to help them solve their biggest problems. The result?

B2B 130

B2B B2C Touchpoint Customer Journeys 130

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

ClearAction

FEBRUARY 27, 2017

The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI). The lower 3 categories are akin to analysis paralysis: they are not respecting customers by making things better according to their feedback. Click To Tweet. This requires cross-functional collaboration.

Voice of Customer 71

Voice of Customer Effort Score ROI Metrics 71

West Monroe

DECEMBER 6, 2022

With a massive rise of non-traditional challengers to banks, those which are not considering distributed banking strategies—comprised of open banking, BaaS, and embedded finance—will quickly fall behind in creating opportunities to connect with a younger customer base that’s quickly becoming the majority consumer.

Banking 52

Banking Industry Financial ROI 52

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. The entire leadership team must be aligned, with nobody left behind. 8 Converting Customer Value , John A.

Management 69

Management Customer Experience Management Financial ROI 69

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 Handbook Customer Success Knowledge Base 91

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. With so much of a company’s long-term success riding on retaining and expanding their current customer base, having both teams is a necessity.

Customer Success 67

Customer Success Management Fashion Leadership 67

Gainsight

OCTOBER 27, 2022

Join Gainsight’s Product Leadership for an inside look at the new features and capabilities that will disrupt the market and enable you to build a more unstoppable business with customer-led and product-led growth at the center. . Customer-Led Growth . CS Ops plays a critical part in demonstrating the ROI of CS.

Strategy 52

Strategy Customer Success Software Roadmap 52

West Monroe

JULY 30, 2023

Do we have an overconcentration of customer base in a given vertical industry segment? Whether there’s a budget set aside or room to dig internally to reallocate, the shift to customer centricity will prove a strong ROI in today’s market. Are there early warning cues to signal attrition or runoff?

Banking 52

Banking Multi-Channel Financial Customer Centricity 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

SmartKarrot

JULY 4, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal. Assist with training and customer enablement.

Customer Success 19

Customer Success ROI Metrics Touchpoint 19

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success e-support ROI Consulting 19

ChurnZero

NOVEMBER 5, 2021

Keep in mind that if updates are made to your CRM, those changes can affect your Customer Success software setup. Lastly, you’ll want to regularly monitor your QA segments to ensure the quality of your data doesn’t fall below an acceptable threshold as your customer base grows.

Software 52

Software Customer Success Net Promoter Score Exercises 52

SmartKarrot

NOVEMBER 21, 2022

Identify and implement new ways to improve the customer experience. Collaborate with sales and marketing to create and execute customer acquisition and retention plans. Provide leadership and guidance to the customer success team. Ensure that the customers are happy and get the most value from the products and services.

Customer Success 19

Customer Success Return on Investment NPS ROI 19

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

NOVEMBER 4, 2022

Maximize customer’s adoption, develop and measure success goals and address program roadblocks if presented. Build action plans to remediate churn risk, NPS feedback, and to increase reference-ability across the global customer base. Apply here: [link].

Customer Success 19

Customer Success Leadership ROI Metrics 19

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. What is the ROI of Customer Experience Analytics? Who Needs Customer Experience Analytics?

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

SmartKarrot

JANUARY 13, 2023

Becoming a product expert – you know the organization, players, and their influence on success, and you can communicate ROI to various customer stakeholders. Manage, maintain and execute platform and customer SLAs, customer touchpoints and communications. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Case Study Customer Journeys 19

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Integrity Solutions

AUGUST 24, 2022

And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI? The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape.

Training 86

Training Sales Strategy Study 86

SmartKarrot

JUNE 30, 2022

Apply here: [link] Role: Director, Customer Success Location: Remote, United States Organization: ResMed As a Director of Customer Success, you will lead a team in managing customer relationships, driving customer ROI, and managing churn. Provide leadership to managers, supervisors, and/or professional roles.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

ChurnZero

NOVEMBER 5, 2021

Keep in mind that if updates are made to your CRM, those changes can affect your Customer Success software setup. Lastly, you’ll want to regularly monitor your QA segments to ensure the quality of your data doesn’t fall below an acceptable threshold as your customer base grows. Measure the ROI of your Customer Success software.

Software 52

Software Customer Success Net Promoter Score Exercises 52

SmartKarrot

APRIL 26, 2022

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Apollo GraphQL As a Director of Customer Success, you will lead and scale a world-class Customer Success organization. Partner with Product on aiding the development and growth of existing and new products for the customers.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19