Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. So, how can brands deliver the customer experience that consumers require?

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

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. To address the growing vulnerability in call center customer bases…”. John Cho is the Founder of My Pet Child. “To

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Education Services Group

APRIL 16, 2021

Each customer segment will have their own engagement procedures, delineated by factors like high touch and tech touch (though these pathways of communication are no longer mutually exclusive ). Where does your Customer Success team sit within your larger organizational structure? Organizational Design and Structure.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

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. But in practice, it’s not always pragmatic. “At Tip #1: Don’t worry if it doesn’t scale.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

ClearAction

FEBRUARY 28, 2019

.” Forces shaping new requirements for what’s known as “workforce of the future” include 24/7 business interactions, business digitalization, transparency to customers, global competition with reduced barriers to entry, and the pace of change in customer expectations, technology, economic and social trends.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

ChurnZero

DECEMBER 2, 2021

You need to show how you’ll impact those metrics one segment at a time.”. Jay Nathan , Chief Customer Officer, Higher Logic. Probably the top one or two most impactful things you can do for your company is to improve these metrics each quarter.”. What’s Next for Customer Success? Software vendors want in.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer success job titles for the same functions also may vary from one company’s customer success department structure to another. . Build Customer Loyalty.

Best practices 96

Best practices Chief Customer Officer Customer centricity Sales 96

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 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?

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ClientSuccess

AUGUST 24, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. From : Adam Kuznia , Chief Customer Officer. Ultimate Guide to SaaS Customer Success Metrics.

Management 40

Management Chief Customer Officer Best practices SaaS 40

ChurnZero

JUNE 17, 2022

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. Onboarding metrics serve two main purposes. Customer cohorts set your metric baselines.

Metrics 98

Metrics SaaS Surveys Self service 98

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

APRIL 27, 2020

. #2 Keep THE CUSTOMER. Keep The Customer is a repository of resources for Customer Success Professionals. Subscribe to this newsletter to learn about retention/expansion/renewals, metrics and more from the top voices in the industry. #3 by Customer Thermometer. 5 Chief Customer Officer Council.

Chief Customer Officer 12

Chief Customer Officer Customer centricity Coaching Metrics 12

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

JUNE 17, 2022

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. Onboarding metrics serve two main purposes. Customer cohorts set your metric baselines.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. CSMs need to know the latest trends and hacks in customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Externally – understand what success looks like from the perspective of the customer. What are their metrics?

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . So, when we’re talking about KPIs and metrics everything has to line up to that.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

JUNE 10, 2020

This is another blog which is good for gaining industry insights and staying updated with the latest news and trends. #5 This blog will help you learn how to design the high-impact customer success programs and teams. It will also help you figure out how to quickly renew and expand your customer’s accounts. 4 Customer Bliss.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Our favorite content from Bill : Two Questions Every Customer Service Manager Should Be Asking Everyday. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Touchpoint survey best practices. Best Metric: CSAT. Best Metric: CSAT.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

FEBRUARY 23, 2021

During the webinar, we cover: Who uses customer health scoring. The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend?

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

ClientSuccess

MAY 15, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45