ClearAction

DECEMBER 5, 2023

When I led companywide customer experience transformation, we conducted our annual customer relationship survey with the findings available 3-4 months before strategic planning began. Then, my team facilitated survey readouts and action plan workshops with every line of business, account team, and support function.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

RapportBoost

NOVEMBER 5, 2018

Employee engagement tops the list of major concerns when delivering customer experience improvement projects, according to a new Gartner survey. ICMI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world. About RapportBoost.

Sales 40

Sales Contact Center Average Handle Time Employee engagement 40

ChurnZero

JANUARY 4, 2019

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. More and more, customers are seeking out companies that share their values. ” – Kristen Hayer, Founder & CEO, The Success League.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. It also includes risk-reason tracking, renewal forecasts, survey analysis, and many automations built around the scorecard.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

ClearAction

MAY 29, 2016

Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) Leading customer experience excellence is a tremendous opportunity for Marketing’s strategic value. Eighth, bridge silos across organizations, channels, systems, data, vision, and execution.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

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. More and more, customers are seeking out companies that share their values. ” – Kristen Hayer, Founder & CEO, The Success League.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ProProfs Blog

DECEMBER 30, 2021

The collected data for psychographic segmentation is often qualitative because marketers perform market research via interviews, open-ended survey questions , focus groups, and research panels. Surveys/Questionnaires . Surveys are the most commonly used research method by businesses to capture audience data.

Surveys 78

Surveys Brand ambassadors Advertising Marketing 78