ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. Up to two additional hours of digital Customer Success consulting.

Consulting 98

Consulting Consulting Chief Customer Officer Construction 98

Education Services Group

APRIL 13, 2020

Communication is essential to maintaining a healthy relationship with your end users, however some organizations might find themselves struggling to create or execute on a Digital Customer Success strategy. Up to two additional hours of Digital Customer Success consulting. For more information, visit [link].

Consulting 89

Consulting Consulting Chief Customer Officer Construction 89

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. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Nika Filipkova. SupportYourApp.

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Call Center Contact Center Finance Consulting 345

ChurnZero

JUNE 17, 2022

Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Onboarding metrics serve two main purposes.

Metrics 98

Metrics SaaS Surveys Self service 98

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. Gold metrics are the key to multiplying value.

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

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

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 .

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Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. ” 29.

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Customer Experience Chief Customer Officer Consulting Consulting 130

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. In fact, our research shows that when companies can keep agent turnover to less than 15%, they see a 26% improvement in customer ratings. The strategies typically include the following: 1. Increase Compensation.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

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

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

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Help Scout

SEPTEMBER 14, 2021

5 strategies and 13 tips for small business customer service. In order to better understand how customer service acts as a competitive advantage, we reached out to three different small business leaders to get their insights. Strategy #1: Do what the incumbent can’t (or won’t). It’s a similar case with customer service.

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Amity

NOVEMBER 22, 2013

However, there are a number of resources on SaaS, growth, retention, and customer success with valuable insights that you should be tapping into as well. Here is the list: Nello Franco ‘s blog – Customer Success Frameworks. Joel York is the king of SaaS financial metrics. He runs the Customer Success Association.

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Chief Customer Officer SaaS Metrics Customer Support 81

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. Andy Campbell , Oracle, HCM Strategy Director, @Axcampbe, LinkedIn.

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Chief Customer Officer Education Consulting Consulting 91

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

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 Chief Customer Officer 120

Serenova

DECEMBER 4, 2019

At the same time, it can alert a supervisor about an upset customer. 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. The post The Burgeoning World of CX Analytics appeared first on Serenova.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Amity

APRIL 25, 2016

Bill is a revenue marketer who leverages his background in professional development and training to create and execute content marketing strategies that drive profitable customer behavior. Chief Experience Office - Bill Quiseng. Deliver the World's Best Customer Experience. The Enlightened Customer.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. A – Attainable.

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Management Chief Customer Officer Upselling SaaS 98

CX Journey

FEBRUARY 5, 2015

However, I’d caution that in order to create sustainable value, your CX strategy must be intertwined into your entire business and not simply a function of marketing. For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights.

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Chief Customer Officer Customer centricity Engineering Analytics 71

Customer Guru

DECEMBER 13, 2017

Her topmost item in that list is “ CEO’s get more involved in CX Strategy. Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ProProfs Blog

JUNE 30, 2020

That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Understand your team members better.

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Customer Service Chief Customer Officer Customer centricity Coaching 128

Amity

MARCH 24, 2016

At the moment, I am overseeing our customer base and the team globally, so it is a big job. We have a plan in place to split the Director role by region as there are significant differences that need to be incorporated into our strategy and processes. How is Customer Success structured at Vend?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

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. About Abby Hammer.

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Chief Customer Officer SaaS Customer retention Metrics 78

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. The tiers of a SaaS company’s customer success team structure may have a variety of roles.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

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.”. I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. Best Metric: CSAT.

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Surveys Journey mapping Feedback B2B 146

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. 7 Trust-Building Tactics to Increase Customer Loyalty.

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SaaS Chief Customer Officer Upselling Metrics 98

CX Journey

SEPTEMBER 20, 2016

Cross-functional collaboration and involvement is needed to execute on your customer experience strategy. When those silos exist, a customer’s end-to-end experiences with the organization are fragmented and painful. Breaking down silos means that data and information flow freely across the organization, without any barriers.

Customer Experience 79

Customer Experience Journey mapping Government Chief Customer Officer 79

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.

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Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ChurnZero

JULY 9, 2020

Both customer functions are responsible for driving retention, growth, and advocacy in related but distinct capacities. Even if you don’t have a dedicated Customer Marketing role yet, there are activities and strategies your Customer Success and Marketing teams can work together to employ. Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

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.

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Chief Customer Officer Metrics Consulting Consulting 67

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

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

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Customer Experience Journey mapping Chief Customer Officer Banking 62