Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

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Chief Customer Officer Coaching Accountability Surveys 127

Contact Center Geek

MARCH 7, 2018

This article originally appeared on ICMI. One thing that is still very common is the practice of putting most of the metric goals on the backs of the front line contact center team members. There’s a better way: stop using AHT and Adherence as team member performance metrics. But our job is far more than just "managing costs".

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Metrics Chief Customer Officer Abandon rate Contact Center 63

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

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Chief Customer Officer Customer centricity Metrics Sales 97

Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Elevate your service teams: Include your customer service leadership at the highest levels, perhaps through a Chief Customer Officer-type role.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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Metrics Chief Customer Officer Customer retention Strategic Value 62

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.

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Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 9 Must-Have Integrations to Level Up Customer Success Software. 6 Dos and Don’ts for Improving Your Customer Onboarding.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Customer Centric Support

MARCH 6, 2017

Moving from a Customer Service role into a professional services organization caused a significant mental evolution. The all-important “C-Sat” (Customer Satisfaction Rate) suddenly took back stage to a far more demanding metric… revenue. After all, happy customers and revenue are very closely related.

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Chief Customer Officer Customer centricity Enterprise Engineering 84

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Tip #8: Report on customer service metrics at company meetings.

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ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Success Factors for CX Teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. I’d like to close with thoughts on how best to engage customers as they progress through their journey.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. CEO - C hief Customer Office Council.

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SaaS Chief Customer Officer Consulting Consulting 96

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.” ” Why?

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Chief Customer Officer Customer centricity Airlines Metrics 62

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 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. When several different, disconnected systems are used, it can be difficult for CS teams to determine the root cause of issues like customer churn or engagement.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

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. Irit: Hi everyone.

Metrics 52

Metrics SaaS Surveys Self service 52

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.

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Chief Customer Officer SaaS Education Metrics 75

ClearAction

JANUARY 8, 2024

Higher growth, with sustained upward trends, result from customer-aligned organizations. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate? Customer-centric organizations respect the hand that feeds them. Shared vision motivates coordination and collaboration.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ChurnZero

OCTOBER 15, 2021

They’re based on the consistent work that Customer Success has done to get where they are today. In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). Customer Success flexes its authority. NRR is one of the top metrics CCOs need to know. We negotiated.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

ChurnZero

OCTOBER 30, 2020

“Everyone has seen a version of this chart before about the amount of growth you get by focusing on Customer Success and how it makes your company so much better,” says Mehta. “A A more subtle chart is how much of a difference in value companies have based on their net retention – net retention being a proxy metric for Customer Success.”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ClearAction

NOVEMBER 16, 2017

This article focuses on employees and rituals as ecosystem components absolutely vital to customer experience excellence taking root firmly in your company’s DNA. This article is fourth in a 12-part series: Customer-Centered Business — 10 Keys to Organic Growth. can cause a costly customer experience snafu.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

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Chief Customer Officer Customer Service Metrics Customer retention 52

Mindtouch

AUGUST 21, 2019

It can be as simple as a flat folder structure housing various FAQs, PDF manuals , and articles (think SharePoint, for example). Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).

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Management Self service Chief Customer Officer Chatbots 88

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

B2B 52

B2B B2C Surveys Metrics 52

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. Project management, to ensure that projects are well organized, completed on time and meet key metrics. Identify the Company’s Goals 2.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ClearAction

FEBRUARY 28, 2019

Bridge existing silos in data, systems, channels, organizations, vision, assumptions, motives, goals, metrics, and handoffs. “Our Chief Customer Officer has championed an awareness and desire across all the company to get behind FIS One,” Milista continued. 10 Ways Marketing Alignment Leaps You Forward.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Nikola Tesla predicts the development of Wi-Fi in a New York Times article. 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.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

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Chief Customer Officer Surveys Customer retention Accountability 52

ChurnZero

MARCH 28, 2023

This ranges from onboarding and training sessions completed to involvement in an online customer community and the number of knowledge base articles a customer has read. These are all indications of proactive customers interested in getting the most out of their purchase. Customer support history.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. Happier agents are also more productive, which means that they can better achieve contact center metrics.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed.

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Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

JULY 9, 2020

in their article on which emotions make successful customer relationships. Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

NOVEMBER 25, 2014

PT: If a Chief Customer Officer doesn’t have a quota under them, then they aren’t true customer success. Realistically at the time being, the person who runs “customer” may have customer success in it but they should also have a quota to up-sell and cross-sell. I always had a quota under me.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

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