Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Learn how Help Scout aligns sales and support. 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

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action. customer experience metrics voc voice of customer'

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

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. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Contact Center Geek

MARCH 7, 2018

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. Using data and performance metrics are important elements of a contact center leader's job.

Metrics 63

Metrics Chief Customer Officer Abandon rate Contact Center 63

8x8

FEBRUARY 22, 2018

You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. And, customer complaint metrics are markedly better as well.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Show them how easy it can be to allow someone to access the wrong information.

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Call Center Contact Center Finance Consulting 345

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Chief Customer Officer 40

Chief Customer Officer Best practices SaaS Metrics 40

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team's primary goals is important.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

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.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and Customer Success software, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. The CSM perspective: how to encourage the adoption of Customer Success software. Don’t be that business.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

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.).

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. Agent applications help them provide a better experience for customers, while also delivering important analytics data on their own performance. Chief Customer Officers have been laser-focused on analytics.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

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

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. . Setting value realization metrics. 3: Realization.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

8x8

FEBRUARY 22, 2018

You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. And, customer complaint metrics are markedly better as well.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. Agents know how to access the knowledge base. And, customer complaint metrics are markedly better as well.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Decide When and How to Collect Data and Feedback 4. Project management, to ensure that projects are well organized, completed on time and meet key metrics. In This Article: Preliminary Steps 1.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

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

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. That can be the tricky part.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

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. Tip #6: Encourage ride-alongs.

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Customer Service outsourcing Chief Customer Officer Self service 128

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. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

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. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

GetFeedback

JANUARY 19, 2020

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.”. Research & Consideration: How does the customer go about understanding possible solutions, vendors, and rationales for buying?

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Surveys Journey mapping Feedback B2B 146

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

NOVEMBER 22, 2019

Featuring insights from over 15 years of work in Customer Success and most recently as an Interim Chief Customer Officer (CCO) at multiple companies, Emilia will give CS leaders a blueprint for executing a strategy that you can take your leadership and goals to the next level. Customer Success Around the Web.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates. We love metrics!

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

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

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Is your customer onboarding turning into a fixer-upper?

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. After all, happy customers and revenue are very closely related.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

ClearAction

MARCH 22, 2024

” Influencing Companywide model for CX is a Team Sport: — Identify the top 2-4 themes : what are core-growth customers pursuing through your brand? Some firms are experimenting with new metrics such as Net Trust Score. These 4 fundamentals have a huge domino-effect on all growth metrics.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). There is no perfect metric. Watch the trends.

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Consulting Consulting Metrics Feedback 126

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Is my customer healthy? Read the full transcript to learn more. The Interview:

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Benchmark Surveys Chief Customer Officer Metrics 69

ProProfs Blog

JUNE 30, 2020

“Read worthy strategies for improving emotional intelligence skills make this our how-to book of the week. How to Win Friends and Influence People. Since 1936, How to Win Friends and Influence People has sold more than 15 million copies. Chief Customer Officer 2.0. Books on Customer Service Culture.

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Customer Service Chief Customer Officer Customer centricity Coaching 128