Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. For example, companies in our research success group (those that have the highest measured success rates for revenue, cost and customer ratings changes) are increasing agent compensation by 28.4%.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

ChurnZero

FEBRUARY 13, 2023

What we will cover is the basic structure of a Customer Success team so you can understand the types of roles and skillsets needed to maintain high performance as your team grows. The org chart below shows an overview of roles grouped by functional area within Customer Success.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

FEBRUARY 13, 2023

What we will cover is the basic structure of a Customer Success team so you can understand the types of roles and skillsets needed to maintain high performance as your team grows. The org chart below shows an overview of roles grouped by functional area within Customer Success.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. For example, companies in our research success group (those that have the highest measured success rates for revenue, cost and customer ratings changes) are increasing agent compensation by 28.4%.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

Serenova

DECEMBER 4, 2019

At the same time, it can alert a supervisor about an upset customer. As the chart below shows, executives are the biggest group using analytics data, at 48.3%. The use of analytics is becoming a must-have in any CX strategy—the question is how pervasive will the tools be and to what extent they will act on the data to improve metrics.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Mary Poppen , Glint, Chief Customer Officer, @Mary__Poppen, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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. Tip #8: Report on customer service metrics at company meetings. The same is true with metrics.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

ChurnZero

MARCH 28, 2023

NPS indicates customer loyalty. This survey asks customers, “How likely are you to recommend us to a friend or colleague?” Responses are grouped into three categories: promoters (answered 9 or 10), passives (answered 7 or 8) and detractors (answered 0 to 6). CSAT measures customer satisfaction.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. In some cases, the two roles might be combined though.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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. They can then incorporate serving customers with these specific vulnerabilities into training. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. A number of CEOs have walked in the shoes of their customers. Knowing your customers is the first step to strong segmentation.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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

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

JANUARY 15, 2021

As more and more enterprises become customer-centric and continue their adoption of more sophisticated Customer Success functions, business as a whole will continue to see the benefits of growing from the Customer Asset outwards. A growing reliance on Customer Success metrics. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

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

ClearAction

FEBRUARY 28, 2019

“For retention of clients in the past, it was difficult to see one unified view of clients across our various product groups. Bridge existing silos in data, systems, channels, organizations, vision, assumptions, motives, goals, metrics, and handoffs. It introduces urgency for coordination,” Milista observed.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. For example, one component could be identifying which customers have executive involvement.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

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

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Join the conversation on our LinkedIn CSM from the Trenches group page. ——————————————————————————————————–. Question 3.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

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. Absolutely.

Management 52

Management Surveys Chief Customer Officer Metrics 52

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

ClearAction

MARCH 22, 2024

” Influencing Companywide model for CX is a Team Sport: — Identify the top 2-4 themes : what are core-growth customers pursuing through your brand? Some firms are experimenting with new metrics such as Net Trust Score. These 4 fundamentals have a huge domino-effect on all growth metrics.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

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

Amity

JULY 28, 2014

And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company. You don’t have metrics or KPIs.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

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

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Externally – understand what success looks like from the perspective of the customer.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Step 3: Calculate the Customer Maturity Index. Click into picture to zoom in. Now, you are ready to calculate the CMI.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ClientSuccess

OCTOBER 17, 2018

I do this in part by bringing back the often difficult-to-hear stories from customers about what isn’t working for them in the hopes that advocating on their behalf translates into success for both them and for us as a company. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ChurnZero

JULY 9, 2020

But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty. “As in their article on which emotions make successful customer relationships. Demonstrated ROI – does the customer have proven results?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

DECEMBER 4, 2020

Importance of measuring customer success ROI. Setting up a customer success function requires cost. The cost of employing CSMs, implementation specialist, chief customer officer, customer success automation tool, etc. It is much lesser than investing on hiring more CSMs for each group of customer accounts.

Chief Customer Officer 10

Chief Customer Officer Customer retention Metrics SaaS 10

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49