Help Scout

APRIL 29, 2021

Build customer-centric focus into marketing, sales, and product functions: Every team has some impact on your customer experience, but apart from customer service itself, these three teams have the greatest influence. Report on customer service metrics to your board. Share stories of their success.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Embrace customer lifetime value.

Marketing 61

Marketing Customer centricity Big data Finance 61

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.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. The Customer Success leader perspective: how to encourage the adoption of Customer Success software.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. 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. Irit: Hi everyone.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. Use this as a framework; but your market and product context should modify your application. . You might be asking yourself: what is a Play?

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

DECEMBER 2, 2021

“I’ll talk to Customer Success leaders and they’ll say things like ‘I’ve got a new CEO and I need to find out what they think about Customer Success.’ Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. What’s Next for Customer Success?

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. Does your chief marketing officer let their marketing team not use email marketing tools?

CRM 52

CRM Chief Customer Officer SaaS Morale 52

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

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. Close the loop with the customer. Assign accountability for a customer feedback loop.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

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

CustomerSuccessBox

JUNE 7, 2022

You have your overall churn metric, which is several metrics rolled up into it. So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. And then the customer experience isn’t going to be great and then they’ll leave too. So it’s all three.

Management 52

Management Surveys Chief Customer Officer Metrics 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. 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. Irit: Hi everyone.

Metrics 52

Metrics SaaS Surveys Self service 52

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Ultimate Guide to SaaS Customer Success Metrics.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

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

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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. You have a unique view on contact center metrics. Yeah, I mean, it’s hard to say that a metric is wrong.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 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. You have a unique view on contact center metrics. Yeah, I mean, it’s hard to say that a metric is wrong.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Not always is my point.

Management 52

Management Upselling Accountability Metrics 52

Amity

NOVEMBER 25, 2014

Fifty-eight years ago, from 1956 to 1961, the Journal of Marketing published a series of short biographical profiles under the heading “Pioneers in Marketing”. By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. We don’t think so. I always had a quota under me.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Delivering Customer Satisfaction.

Customer Service 70

Customer Service Gamification Consulting Consulting 70

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. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Director of Marketing & Services, ESG. Jay: Having clarity on the metrics that you want to measure for the team that you manage is job number one, from an operational perspective.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Vistio

MAY 28, 2022

They’re either going to help you retain your customers or they’re going to drive customers away by having a whole bunch of hoops that customers have to jump through or just being slow or whatever. They can always look at the data, and the metrics, and understand what’s going on in their teams.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 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. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. This was back in 2013.

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. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. This was back in 2013.

SaaS 52

SaaS B2B Upselling Metrics 52

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Involve Customer Marketing.

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

ChurnZero

FEBRUARY 23, 2021

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? Usually, that’s about 8 or 10 metrics at the most. Q&A Recap.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? High Performers Are More Likely to Define Journey-based Metrics and Employ Customer Journey Analytics High-performers are more likely to employ quantitative, data-driven methods.

Management 89

Management Analytics Metrics Chief Customer Officer 89

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119