Help Scout

SEPTEMBER 14, 2021

Customer service is also important for small businesses because it opens a direct line of communication with customers. Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. 5 strategies and 13 tips for small business customer service.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

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. For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

Serenova

DECEMBER 4, 2019

For example, screen pops can recommend when to ask for a sale or escalate to a supervisor. Customer contextual analytics: Tools that deliver real-time analysis to help agents make on-the-spot decisions, recommendations and changes to their approach. At the same time, it can alert a supervisor about an upset customer.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. For example: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

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

Amity

APRIL 7, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Identifying your customer success team's primary goals is important.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 126

Consulting Consulting Metrics Feedback 126

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. What does customer experience look like inside ChurnZero?

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

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.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

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

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

CSM Practice

APRIL 17, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. Identifying your customer success team’s primary goals is important.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ChurnZero

APRIL 27, 2022

Learn how to measure value realization Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost , which are tied directly to a formula. These can vary from product to product or from customer to customer.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

ChurnZero

APRIL 27, 2022

Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. . To make this definition meaningful, salespeople should understand each customer’s needs and contextualize the value of your product accordingly.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

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 you use your CS data to track buyer behavior, you can apply this valuable intelligence to increase customer satisfaction in a way that helps identify upsell or cross-sell opportunities.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric. Q&A Recap.

Sales 52

Sales Chief Customer Officer Surveys Metrics 52

Pointillist

JUNE 5, 2019

High-performers are more than 9 times more likely to integrate data from multiple sources, analyze customer interactions across channels, and engage with customers optimally through their preferred channels. It is also about changing customer and employee behavior to drive financial impact.

Management 89

Management Analytics Chief Customer Officer Metrics 89

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.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. For example, companies in our research success group (those that have the highest measured success rates for revenue, cost and customer ratings changes) are increasing agent compensation by 28.4%.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

Lumoa

JANUARY 19, 2023

And it will make it easier to build strong relationships and a strong culture of customer centricity. For example, you will be starting to ask questions like: how does a shorter average response time help us achieve better retention? Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Customer Success Manager Team Lead(s).

Chief Customer Officer 87

Chief Customer Officer Enterprise Management Customer retention 87

Eptica

JUNE 17, 2016

Bring in new customers? By focusing on particular areas, and using examples of where other organizations have benefited you can build a business case that resonates and justifies your investment. I recommend agreeing the metrics early and also ensuring that everyone agrees how they will be measured. Improve retention rates?

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ChurnZero

OCTOBER 13, 2023

First, she advocated for a single executive leader to be charged with overseeing the post-sale teams and ensuring customers get value from a product. That notion evolved into what we know today as the chief customer officer. The post Should customer success have veto power over bad-fit customers?

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

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.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

Eptica

AUGUST 19, 2020

The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retained customers but increased their loyalty.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

ChurnZero

JANUARY 22, 2021

The big mistake there – and this is if there are any VPs, managers, Chief Customer Officers – you have to know if your team is motivated by money, and I’m telling you most people are not. Customer Success Around the Web.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. What is a knowledge base?

Management 88

Management Self service Chief Customer Officer Chatbots 88

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

Eptica

JULY 26, 2017

To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

ClearAction

JANUARY 8, 2024

For example, if you have 10 lines of business, and 5 of them are using CX insights earnestly, then the ratio of 5/10 is their Insights Utilization Rate: 50%. Assess what’s out-of-sync with customers in your vision, mission, values, structure, and CapEx / OpEx policies. Why does this drive growth?

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ChurnZero

FEBRUARY 17, 2022

Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Make sure you lead by example. Tip #4 for CSMs: demand visibility.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

DECEMBER 2, 2021

Amy Manning , VP of Customer Success, LawGeex. Be a good (not perfect) example for your Customer Success team. “We Build customer personas for your advocacy program. “I I really like the idea of building customer personas for your advocate program. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98