ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. Definition: Net Promoter Score® (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. The rising prominence of Customer Success is the result of it being the central business driver of growth and profit.

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Benchmark Metrics Chief Customer Officer Sales 97

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

OCTOBER 28, 2021

During the webinar, we covered: How to benchmark your team against others in the industry. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Firsthand reactions from industry leaders. Maturity and growth recommendations for your team.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Is this dashboard for a specific customer? Let’s set that threshold.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

FEBRUARY 23, 2021

How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Answer Dash

APRIL 16, 2019

She led customer experience & marketing at Applied Materials and Sonoco. She taught 20 courses at UC Berkeley Ext, SJSU & Mission College (Marketing Ops at UC Santa Cruz Ext currently). Lynn authored 6 benchmarking studies and 3 CXM handbooks (Amazon). Connect with Ms. Lynn Hunsaker at Linkedin.

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Customer Experience Chief Customer Officer Enterprise Journey mapping 76