ChurnZero

JANUARY 25, 2024

Related resource: Learn to speak your customers’ love languages with Bob London How customer success roles and skillsets are changing in 2024 From CSMs to CS operations specialists, individual contributor roles are demanding skills and specializations that go far beyond the “traditional” skills of relationship management.

Education 52

Education Upselling Consulting Consulting 52

ClearAction

DECEMBER 5, 2023

For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management. As changes happen, communicate proactively to manage expectations. Precedents for this approach include fitness, student performance, and most things in life.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

RapportBoost

NOVEMBER 5, 2018

“The ICMI Customer Experience Movers & Shakers list recognizes the hardworking individuals that are inspiring excellence, motivating their peers and shaping the future of customer service,” said Erica Marois, Content Manager, ICMI. Brands have achieved up to 60% year-over-year revenue gains by using RapportBoost. 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. If we’re not at peak SaaS, we’re probably close to it.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Voice-of-the-customer programs (Net Promoter surveys, customer advisory boards, user groups, etc.) Value Creation, Communication & Management.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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

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. If we’re not at peak SaaS, we’re probably close to it.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49