Remove Accountability Remove Customer retention Remove Customer Service Remove Strategic Value
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4 Gold CX Metrics for CX Leaders

ClearAction

Right the First Time leads to Freed-up Resources, which reduces Customer Acquisition Costs, Customer Service Value costs, and Customer Retention costs (Customer Health Score), which lead to Margin Expansion. You rely on customers’ funding for your salaries, budgets, and profit-sharing.

Metrics 62
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Predictions for Customer Success in 2019

ChurnZero

“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.

SaaS 73
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Predictions for Customer Success in 2019

ChurnZero

“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.

SaaS 49