ChurnZero

JANUARY 4, 2019

.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting. Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. ” – Abby Hammer, VP of Products, ChurnZero.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

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. MRR and CSAT are other metrics that can be tied to the pitch.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

SmartKarrot

AUGUST 16, 2022

With QBRs, it is easier to spot and identify problems with customer usage. You can prevent customer churn before it actually happens. Only when some metric goes off the benchmark can you know something is wrong. Customers can voice their issues with the usage, feature, or support process of the product.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

ChurnZero

JANUARY 4, 2019

.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting. Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. ” – Abby Hammer, VP of Products, ChurnZero.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Customer Success Manager.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. I was surprised to see that only 48% of CS teams are working with their Finance organizations on a regular basis. And then what are your targets for those metrics? Q&A Recap.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. There’s the learning management system. You have a unique view on contact center metrics. There’s the CRM there.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. We’re talking about those people who are the directors of CX down to maybe even the managers of contact center floors. There’s the learning management system. You have a unique view on contact center metrics. There’s the CRM there.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

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

SmartKarrot

MAY 11, 2022

Use data to inform decisions and focus on the metrics that matter. First-time CEOs often rely too heavily on gut instinct or personal experience rather than complex data when making decisions about people management, marketing, sales, and finance — all critical areas for success in any business today.

Finance 12

Finance B2B Metrics Chief Customer Officer 12