BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

Customer Bliss

JULY 21, 2016

United leadership is important. I’ve been doing this type of work since 1983 (wow), and united leadership — which I regularly call one-company leadership in my books, speeches, and my five competencies — is as important as anything else. (If United Leadership: Necessary to move from talk to action.

Leadership 100

Leadership Chief Customer Officer Customer Journeys Metrics 100

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 1 – Look Deeper than Surface-Level Metrics. CX #Leadership Click To Tweet. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

RapportBoost

OCTOBER 20, 2018

Heidi Rote is a recognized expert in contact center management and inside sales, having been named to the 1st Annual ICMI Movers and Shakers list this year in the “Customer Experience Leaders” category. is the leading conversational sales analysis platform for brands that use chat, SMS and messenger tools to engage customers.

Contact Center 70

Contact Center Sales Average Handle Time Analysis 70

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Shep Hyken, Chief Amazement Officer at Shepard Presentations.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Examples 98

Examples Sales Customer Success Engagement 98

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

Customer Bliss

MARCH 12, 2020

Each one of those product categories is going to present their math differently and roll up their red, yellow and green dots based on how they’re doing in their category. Unite Your Team with this Board-Level Metric. They need to be your partners, because ultimately what we want is for this number to be a board-level metric.

Measurement 289

Measurement Chief Customer Officer Metrics Video 289

Totango

FEBRUARY 23, 2024

From the key responsibilities of each role to activating and deploying the flywheel to the most important metrics to measure, Karen discusses all the hottest topics about this compelling collaboration. Both your pre- and post-sale teams should know the answer to: “What is my customer’s business outcome?” “If

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics CRM 92

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

Customer Success 98

Customer Success Metrics Consulting Training 98

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

Call Center 97

Call Center Gamification Contact Center Training 97

CSM Magazine

JUNE 8, 2020

Out of all the things that can decrease the number of sales a business makes, customer churn is the biggest issue many companies struggle with. Your churn rate is a very important metric and it is something that determines the overall performance of your company. Leadership. Use an ETL software. Be proactive, be a leader.

Sales 52

Sales Leadership Software Fashion 52

Zeisler Consulting

NOVEMBER 5, 2020

But just what a CCO is sometimes feels foreign, even though the responsibilities are pretty simple to analogize to other leadership roles in any organization. Simply put, if tracking and reporting of your VoC metrics is the end of your work, you’re doing it wrong. If that sounds familiar, it should.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Effort Score 93

Seaton CX

DECEMBER 6, 2022

Nobody questions the ROI of Human Resources or Sales—they’re accepted as necessary parts of the business. You know the MBR is different from an all-hands meeting or town hall, where you rally employees with a memorable CX presentation. This executive leadership team doesn’t want to be inspired and motivated. Hey, CX Leader!

Leadership 75

Leadership Conference ROI Meeting 75

Customer Bliss

OCTOBER 17, 2018

By emphasizing to his fellow leaders how important customer experience transformation is, and by giving it a stronger focus, it soon became a major topic at leadership offsites where goals and objectives are set and the focus of the organization is created. How Does the C-Suite Define Success? What do they consider success?

Chief Customer Officer 131

Chief Customer Officer Metrics Leadership Insurance 131

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. The Role of Leadership in NPS.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

ChurnZero

JANUARY 25, 2024

Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Daniel Group

NOVEMBER 30, 2022

how to use CX metrics most effectively. Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Our keynote speaker, Fred Reichheld , presented a new way of evaluating the financial impact of better CX. Who was there?

Conference 98

Conference Groups NPS Net Promoter Score 98

Think Customers

MAY 20, 2024

The first 20-minute webinar, “ Mastering the Maze of CX Metrics & Money ,” was presented in April. Removing friction leads to lower costs, higher margins, market share, and sales velocity. This exercise uncovers strategic and investment opportunities leadership may be unwilling — or unable — to consider.

Chief Customer Officer 52

Chief Customer Officer Exercises ROI First Call Resolution 52

Retently

MARCH 16, 2022

Reducing customer churn , expanding customer relationships post-sale and focusing on the delivered value became the top priorities, which led to the need of a new customer management practice. . So, it’s no surprise that 51,9% of CSMs advance to leadership roles. The Customer Success Manager (CSM) is thus not a passive role.

Customer Success 164

Customer Success Net Promoter Score Customers Customer Retention 164

Thematic

OCTOBER 19, 2022

But even these companies had to hire large sales teams to maintain their growth momentum. Likewise, sales-led companies know that ultimately products must deliver customer value. Customer-led growth supersedes product-led and sales-led strategy by putting customer needs first. This is where customer-led growth comes in.

Strategy 71

Strategy Banking Metrics Analysis 71

Customer Bliss

JUNE 6, 2018

What I know from 25 years as a CCO practitioner and ten years as Coach to Customer Leadership Executives and their Leadership Teams is that we’ve got to take the reactive nature out of this work. And that means building a one-company approach to business strategies. It includes focusing the organization on one-company experiences.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Experience Matters

NOVEMBER 20, 2014

As I mentioned in my post about Amazon’s relentless customer advocacy , I recently attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. Here’s my take on some of what he presented: Focus on the Customer. Simple, Powerful Metrics.

Customer Connectedness 245

Customer Connectedness Brand Values Comparison Metrics 245

Gainsight

JANUARY 4, 2021

Customer Success Leadership. How to Master Presentations in Customer Success ( Listen to the podcast episode ). Customer Success Leadership. 10 Key Points for A Strong Retention Board Presentation. Customer Success Leadership. 10 Key Points for A Strong Retention Board Presentation. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

CX Journey

MAY 15, 2019

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. After he bought his first car dealership, he walked in and noticed that all of the sales guys were dressed casual, in polo shirts and slacks.

Sports 150

Sports Leadership Customer Centricity Culture 150

Totango

FEBRUARY 5, 2021

Keep the priorities of the people to whom you are speaking in mind when presenting your business case for customer success and choosing what types of data to share during your presentation. For VP Sales: Emphasize case studies, references, and expansion revenue data. For CFOs: Emphasize financial KPIs and trends.

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

Customer Bliss

SEPTEMBER 26, 2017

Utilizing today’s most useful tools such as Customer Journey Maps, Health Metrics, Customer Advocacy and a holistic Support approach I have been able to deliver consistent results for my employers and most importantly their customers. sales) and stakeholders (i.e. You need to match that vocabulary and discussion of business need.

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

Gainsight

OCTOBER 19, 2021

As a CS leader you comprehend the essential value of CS, but how do you get executive leadership to agree and buy in? For example, SaaS companies invest a huge amount of money in their Marketing and Sales to acquire new customer logos every year. Every dollar invested in CS goes further than those invested in Sales and Marketing. .

Resources 52

Resources Customer Success ROI Metrics 52

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. After he bought his first car dealership, he walked in and noticed that all of the sales guys were dressed casual, in polo shirts and slacks.

Sports 119

Sports Leadership Customer Centricity Consulting 119

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. If you replied, “Sales Ops or Marketing Ops,” you’re not prioritizing the customer, because post-sale customer needs will always come second to generating leads and sales team efficiency.

Customer Success 80

Customer Success Effort Score Metrics Leadership 80

Beyond Philosophy

JANUARY 23, 2020

Moreover, you need to have support from leadership and buy-in from the customer-facing team. This effort might require some sales skills to leadership(i.e., presenting it in terms that show what’s in it for them) and soft-skills training for the team. . In other words, you need to ensure you measure your results. .

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

Horizon CX

MARCH 1, 2021

As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

ClientSuccess

APRIL 27, 2017

As we travel the globe and talk with customer success leaders, one of the most frequent asked questions is, “What are the metrics I should be tracking and measuring to help my organization embrace customer success?” Recorded Webinar: The Ultimate Guide for Customer Success SaaS Metrics.

Metrics 41

Metrics Customer Success eBook Culture 41

Gainsight

NOVEMBER 4, 2021

I was thrilled when most CxOs shared that they are getting equal air-time in front of the Board as their executive counterparts in Sales, Finance, and Product. Your Board is a wealth of knowledge (they’ve probably seen more Customer Success Board presentations than most). CxOs Are Driving Better NRR Through End To End Value Frameworks.

Hotels 52

Hotels Metrics Customer Success Software 52

Thematic

FEBRUARY 19, 2024

Customer experience presents a lucrative opportunity for those who invest wisely. After you’ve defined the desired successful outcome, select a metric that help measure progress toward those specific goals. Improving CX generally boosts this key metric. A retail focused on one-time sales may look more at NPS.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62