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. How customers are segmented can help with the division of labor and the CS team structure.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

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

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience 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%.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

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

Totango

OCTOBER 25, 2022

The customer success organizational structure is divided into customer-facing team members, known as customer success managers (CSMs), mid-level management personnel who supervise CSMs, and higher-level managers who oversee the department. What Roles Are on a Customer Success Team? Customer Success FAQs.

Best practices 97

Best practices Chief Customer Officer Customer centricity Sales 97

Serenova

DECEMBER 4, 2019

At the same time, it can alert a supervisor about an upset customer. As the chart below shows, executives are the biggest group using analytics data, at 48.3%. The use of analytics is becoming a must-have in any CX strategy—the question is how pervasive will the tools be and to what extent they will act on the data to improve metrics.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ChurnZero

FEBRUARY 13, 2023

What we will cover is the basic structure of a Customer Success team so you can understand the types of roles and skillsets needed to maintain high performance as your team grows. The org chart below shows an overview of roles grouped by functional area within Customer Success.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

FEBRUARY 13, 2023

What we will cover is the basic structure of a Customer Success team so you can understand the types of roles and skillsets needed to maintain high performance as your team grows. The org chart below shows an overview of roles grouped by functional area within Customer Success.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Mary Poppen , Glint, Chief Customer Officer, @Mary__Poppen, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

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. The same is true with metrics.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

Callminer

FEBRUARY 4, 2021

Despite the pandemic, customers have retained the expectation that if they call you, you’ll be there for them. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. They can then incorporate serving customers with these specific vulnerabilities into training. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

MARCH 28, 2023

NPS indicates customer loyalty. This survey asks customers, “How likely are you to recommend us to a friend or colleague?” Responses are grouped into three categories: promoters (answered 9 or 10), passives (answered 7 or 8) and detractors (answered 0 to 6). CSAT measures customer satisfaction.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Usually, that’s about 8 or 10 metrics at the most. Q&A Recap.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Pointillist

JUNE 5, 2019

Co-author of Outside In Breakdown of CX Performance Levels To identify key factors that separate top performing teams from their peers, we grouped respondents into three segments based upon overall satisfaction with their organization’s CX performance. It is also about changing customer and employee behavior to drive financial impact.

Management 89

Management Analytics Metrics Chief Customer Officer 89

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. In some cases, the two roles might be combined though.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

Clarabridge

MARCH 15, 2017

Even in organizations with a dedicated Chief Customer Officer, the role of the contact center in the customer experience is sometimes overlooked. Contact center managers tend to have an operational mindset, with a focus on individual efficiencies and performance metrics. Bring your contact center into the CX fold.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer First call resolution 53

Customer Guru

DECEMBER 13, 2017

Building accountability towards customer experience – appoint a Chief Customer Officer. The first and foremost thing is to appoint a Chief Customer Officer (CCO) or at least a Head of Customer Experience. Measuring and improving the customer experience from marketing to customer service.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Focus groups of buyers and sellers. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Best Metric: CSAT. Best Metric: CSAT.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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. A number of CEOs have walked in the shoes of their customers. Knowing your customers is the first step to strong segmentation.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Mindtouch

AUGUST 21, 2019

A knowledge management platform can enable organizations to segment information based on different user groups (including public vs. private). Agent adoption metrics. Uptime looks at what percentage of a given period of time a site or group of sites are available to users. Others require third-party tools. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ChurnZero

JANUARY 15, 2021

As more and more enterprises become customer-centric and continue their adoption of more sophisticated Customer Success functions, business as a whole will continue to see the benefits of growing from the Customer Asset outwards. A growing reliance on Customer Success metrics. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

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

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

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

ClearAction

FEBRUARY 28, 2019

“For retention of clients in the past, it was difficult to see one unified view of clients across our various product groups. Bridge existing silos in data, systems, channels, organizations, vision, assumptions, motives, goals, metrics, and handoffs. It introduces urgency for coordination,” Milista observed.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. The day in the life of a Customer Success manager.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. The day in the life of a Customer Success manager.

SaaS 52

SaaS B2B Upselling Metrics 52

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. For example, one component could be identifying which customers have executive involvement.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Join the conversation on our LinkedIn CSM from the Trenches group page. ——————————————————————————————————–. Question 3.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76