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

ChurnZero

JANUARY 4, 2019

“The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. Customer Success Around the Web.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

“The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. Customer Success Around the Web.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49