ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. It’s the amount of revenue your business will make from a customer over their average lifetime as a customer. It begins the first time a customer interacts with your brand.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). Marketing is often involved in the procurement and deployment process as stakeholders in anything that has to do with a brand’s website.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Squelch

JULY 23, 2019

Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. They started measuring each aspect of their marketing and sales efforts to determine how much a lead costs and how many leads are needed to translate into a qualified opportunity versus a qualified sale.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

Squelch

JULY 23, 2019

Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. They started measuring each aspect of their marketing and sales efforts to determine how much a lead costs and how many leads are needed to translate into a qualified opportunity versus a qualified sale.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. For example, when I worked at Payfirma, the customer support team was put in charge of reducing churn.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Netomi

APRIL 7, 2023

Ali admits she’s never satisfied and spends a lot of her time looking for the next opportunity to improve the customer experience. This is why they started implementing Customer Effort Surveys. The team helps to drive customer loyalty, retention and conversions. He, of course, felt this was unacceptable to his customers.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

Vistio

JANUARY 13, 2022

I think that’s going to be what I’m going to be jumping into, but of course, doing some of the marketing still in terms of the thought leadership, speaking and writing. I just want to get this fixed so that I can move on and start to enjoy the larger customer journey again in the format that it was supposed to be enjoyed.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52