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. David Baga , Lyft, Chief Business Officer, @justbaga, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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

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. If you’ve ever worked in sales, you may be familiar with the idea of a ride-along.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

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. Recognize that customer churn is a lagging indicator.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

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

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. “We

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

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

ChurnZero

JANUARY 15, 2021

The time to adopt and level of adoption across your customer’s team will be the key indicator of health (as opposed to relationship with POC, engagement between POC & CSM, and expansion history). Customer Success will transcend the bottom of the funnel. A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ClearAction

NOVEMBER 16, 2017

Penney’s case, its core customers appreciated getting good deals through discount sales. Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. What’s already done within a customer experience excellence context ?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

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

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

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. . . As CS, we have a really close relationship with our sales managers.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

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

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. ” What a great question to ask a new customer in an on-boarding call, right? Ultimate Guide to SaaS Customer Success Metrics.

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Chief Customer Officer Best practices Enterprise B2B 52

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. A Framework to Calculate CMI. Click into picture to zoom in.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CustomerSuccessBox

JUNE 7, 2022

They just don’t feel, you know, maybe their expectations weren’t met between the sales process and then the reality of being a customer. You have your overall churn metric, which is several metrics rolled up into it. And then each customer segment should have how are we going to make this strategy happen?

Management 52

Management Surveys Chief Customer Officer Metrics 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? in their article on which emotions make successful customer relationships.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

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

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

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

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

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

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Netomi

JANUARY 5, 2022

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. 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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 25, 2022

The customer success organizational structure is divided into customer-facing team members, known as customer success managers (CSMs), mid-level management personnel who supervise CSMs, and higher-level managers who oversee the department. What Roles Are on a Customer Success Team? Leverage CS to Increase Sales.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Vistio

MAY 28, 2022

Customer success is really it’s a methodology that companies should adopt, but it’s also a function within a lot of our companies these days. They can always look at the data, and the metrics, and understand what’s going on in their teams. And that trickles down into each functional group. Those are great.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. Customer-facing roles communicate or deliver value.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. Customer-facing roles communicate or deliver value.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Focus groups of buyers and sellers. . Text from sales team interactions. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. The day in the life of a Customer Success manager.

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. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. The day in the life of a Customer Success manager.

SaaS 52

SaaS B2B Upselling Metrics 52

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

Mindtouch

AUGUST 21, 2019

Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface. A knowledge management platform can enable organizations to segment information based on different user groups (including public vs. private).

Management 88

Management Self service Chief Customer Officer Chatbots 88