ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Eptica

AUGUST 19, 2020

The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retained customers but increased their loyalty. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. Glint’s Customer Success Team brings extensive experience and a successful track record of implementing employee engagement programs at many of the world’s leading enterprises.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Education Services Group

NOVEMBER 8, 2021

Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Our findings support this trend as well.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

ChurnZero

DECEMBER 27, 2019

This post focuses on how to maximize the biggest sales quarter and close out the year strong, but these same strategies can be applied to make every quarter in 2020 your best on e yet. . How Best to Create a B2B Cus t omer Survey . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

AUGUST 11, 2020

Over an intensive two-month period, GoAnalyze directly reached out to customers who had submitted support tickets six months prior. They asked these customers to take a 32-question survey to gain a thorough understanding of how they used the knowledge base and what they did when the answers weren’t available.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Horizon CX

DECEMBER 31, 2018

Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline. While email surveys are without question the most convenient method to collect VoC, there can be significant sample bias and non-response issues.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

MAY 29, 2020

Why it matters: It matters less which customer satisfaction metric you use—whether its NPS, CSAT (Customer Satisfaction Score), or CES (Customer Effort Score)—and more that you are consistent with how you survey and respond to customers. More Essential Customer Success Metrics.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Squelch

JUNE 4, 2019

As we continue our series exploring Influential Women in CX , we had the pleasure of sitting down with Mary Poppen, Chief Customer Officer at Glint and 2018 Top Customer Success Influencer. What does your role as Chief Customer Officer entail? Anyone who has employees can use Glint.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

ChurnZero

MAY 13, 2022

What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader. Because as the industry evolves, best practices change. Because you are getting to the human behind it as opposed to just the checkmark on a survey.

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

DECEMBER 2, 2021

That’s either for support or brand research. […] 88% of people we surveyed felt better about brands that offer a shared space for customers to connect. They also look at how you respond to customers. Jay Nathan , Chief Customer Officer, Higher Logic. Customer Success Around the Web.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

inmoment

MAY 14, 2020

In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” This is the bar companies should be shooting for—instead of simply trying to be better than other health insurance organizations. . Question #3: Do You Know Who Owns the Member Experience?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

ChurnZero

JANUARY 4, 2019

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. the stuff that Customer Success teams are really meant to do). Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. What is the impact on the workforce for that team and then shared it with the community and with our customers?

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Amity

JUNE 28, 2017

The good news is that drawing on the experience from other maturity models, we identified a few best practices. Survey : In some cases, it may be easier – at least for a start – to develop a survey for the data collection. You should follow 4 steps to get there: Step 1: Establish Your CMI Characteristics.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Fundamental: Basic Leading and Lagging Indicators in Customer Success – Understand the cause and effect relationship between leading and lagging indicators to plan for 2020.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

ChurnZero

JANUARY 4, 2019

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. the stuff that Customer Success teams are really meant to do). Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

AUGUST 16, 2022

What do customers feel about the company in their surveys? Are the customers posting about the product on social media? While QBRs are traditionally a fantastic way to connect with the customer’s CSM, they are also being viewed as fluff. For example: Would a customer complain if there was no QBR meeting?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

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

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. In 2014, Ian officially became a Certified Customer Experience Professional. Five Ways to Make Your Surveys Matter.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm.

Metrics 98

Metrics SaaS Surveys Self service 98

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm.

Metrics 52

Metrics SaaS Surveys Self service 52

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 Feedback 120

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.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Clarabridge

MARCH 15, 2017

You need to crush contact center silos if you are serious about putting the customer first. Even in organizations with a dedicated Chief Customer Officer, the role of the contact center in the customer experience is sometimes overlooked. And someone else is processing your NPS® survey results and scores.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer First call resolution 53

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. And engagement, because if your customers are not engaging, that’s a problem. It’s your Customer Satisfaction Score. Customer Success Resource.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

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