Horizon CX

DECEMBER 27, 2019

The idea of a single-question survey was in stark contrast to lengthy surveys with multiple questions that took long enough to answer that customers either abandoned the survey mid-stream or bypassed the survey entirely, yielding increasingly lower response rates—a trend that started to decline back then and has been declining ever since.

B2B 52

B2B B2C Surveys Metrics 52

ChurnZero

AUGUST 11, 2020

This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

DECEMBER 27, 2019

How Best to Create a B2B Cus t omer Survey . There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Customer Guru

MARCH 7, 2018

A testimony to this is a recently held DCAT event in New York, where each and every one of our key customers said that CX is the key differentiator for Piramal. Customers found that the way we follow up with them is immensely valuable. The customers valued this very much. It is exactly the same thing in the B2B industry.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

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

Netomi

APRIL 27, 2022

Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?

Chief Customer Officer 52

Chief Customer Officer Customer advocacy Engineering Technical Support 52

Horizon CX

DECEMBER 31, 2018

Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline. While email surveys are without question the most convenient method to collect VoC, there can be significant sample bias and non-response issues.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

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.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

CustomerSuccessBox

JUNE 7, 2022

Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. We asked Anita to share her opinion on customer churn and retention.

Management 52

Management Surveys Chief Customer Officer B2B 52

SmartKarrot

FEBRUARY 21, 2022

When it comes to B2B SaaS organizations, there is a growing interdependency on the relationship between the change agent and key decision-makers. The role of CCOs as a change agent in B2B SaaS organization. Establish customer metrics to define the relationship with the existing customers.

Chief Customer Officer 10

Chief Customer Officer B2B SaaS Feedback 10

SmartKarrot

JULY 15, 2022

Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior. Hotjar contains various tools such as session recordings, feedback surveys, heatmaps and much more that can clearly understand user experiences and customer journey patterns.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 10

SmartKarrot

APRIL 6, 2021

Just 40 C-level customers will generate nearly 70 percent of the B2B business. Also, there are increasing opportunities C-level relationships can create including customer references, getting into various publications, and more. Positioning the customer success software for each C-level executive is important.

Chief Customer Officer 18

Chief Customer Officer Upselling Customer retention CRM 18

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

AUGUST 16, 2022

What do customers feel about the company in their surveys? Are the customers posting about the product on social media? While QBRs are traditionally a fantastic way to connect with the customer’s CSM, they are also being viewed as fluff. For example: Would a customer complain if there was no QBR meeting?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

SmartKarrot

MAY 26, 2022

A survey shows that this dark data amounts to 55% of the company’s data on average. But a 2021 survey by NewVantage Partners Big Data and AI Executive shows that only 1 in 3 companies have a structured data strategy and will experience business outcomes. This data can have the potential for some high-level insights.

Education 10

Education SaaS Analytics Surveys 10

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. What does this mean for you?

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

ChurnZero

AUGUST 21, 2020

Help customers be agile: Customer Success will be increasingly defined by how much your product could adapt to customer’s changing requirements. Abby Hammer , Chief Customer Officer, ChurnZero. “I The biggest customer success trend in B2B in the upcoming year will be personalization.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales B2B 84