ChurnZero

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! 2024 Onboarding Hero: Ollie, a Next Glass company Ollie used ChurnZero journeys and plays to enhance their onboarding process for time-pressed customers. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Meeting Self Service ROI 52

ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health. As drivers of recurring revenue, CS teams are critical to the health of SaaS organizations.

Customer Success 52

Customer Success Management B2B Software 52

InMoment XI

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InMoment XI

AUGUST 16, 2024

These benefits will not only make your organization more profitable, but they will also improve customer metrics such as customer satisfaction. This results in increased customer experience metrics and better positioning against competitors. Leadership Buy-In: Engage leadership to act as champions for the initiative.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

Meeting 52

Meeting Leadership Study Trends 52

ChurnZero

NOVEMBER 11, 2024

When 2023’s Customer Success Leadership Study suggested that 77% of CS teams meet with their customers in person, the finding was met with some skepticism. Yet, 2024’s results reiterate the trend, indicating that in-person customer meetings are here to stay, and that they make a difference.

Meeting 52

Meeting Leadership Study Trends 52

DCX

DECEMBER 1, 2024

Source Related: Irreplaceable: How to Create Extraordinary Places That Bring People Together Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Learn More Order Now “What stood out was how action-oriented the course is.

Fashion 52

Fashion Culture Trends Connections 52

ChurnZero

OCTOBER 10, 2024

This is pretty universal, but the new Customer Success Leadership Study found that two-thirds of CS teams’ purchasing is delayed by three months or longer. Two-thirds of CS leaders say they’re delaying purchases by three months or longer in 2024. But to find yours, start working with metrics from the top down.

Customer Success 52

Customer Success Leadership Study Metrics 52

DCX

DECEMBER 29, 2024

” Jonny’s Books: Mini Big Ideas Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence. Stop being basic: Use smarter metrics like customer effort or lifetime value. What’s p **g off your customers?

NPS 52

NPS Gamification Effort Score Customer Centricity 52

ChurnZero

OCTOBER 8, 2024

Their top metrics are almost all revenue-driven. Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more than 1,000 CS leaders surveyed this year.

Leadership 59

Leadership Study Customer Success Metrics 59

ChurnZero

DECEMBER 19, 2023

Metrics are the language of business. Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Net revenue retention (NRR). Churn rate. Expansion revenue.

Metrics 52

Metrics Net Promoter Score Customer Success NPS 52

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” According to 2024 research by the CX Network, over 60% of CX professionals struggle to quantify their impact.

ROI 52

ROI Self Service Leadership Metrics 52

ShepHyken

JULY 21, 2024

Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming out of the report. Leadership wants to see the numbers before they make an investment.

Customer Service 89

Customer Service ROI Return on Investment Customer Journeys 89

ShepHyken

MAY 26, 2024

by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? See my article on the Top 14 Customer Service and CX Metrics.) Is it time to lead a new service leadership revolution and put the human back in ‘human service’? but it is well worth it.

Net Promoter Score 80

Net Promoter Score Ecommerce Customer Service B2B 80

Totango

MAY 7, 2024

Strategy #3: Share revenue responsibility and success metrics There’s been a major shift in the B2B space over the past few years. It also means that both Sales and CS need to share responsibility for key revenue metrics, including: Net Revenue Retention Sales and CS should both own NRR.

Sports 103

Sports Sales Strategy Net Promoter Score 103

Totango

MAY 15, 2024

Establishing clear metrics, out-of-the-box templates, and KPIs to demonstrate the value of AI features ensures that AI initiatives deliver tangible benefits and effectively address customer needs. Starting earlier in their careers will build tactical business and leadership skills more quickly. Prepare to showcase customer value.

Interaction 110

Interaction Customer Success Conference Industry 110

AWS Machine Learning

FEBRUARY 18, 2025

For example, it can correctly interpret user input date formats such as 2024-05-10 or 10th May 2024. Olga Miloserdova is an Innovation Lead at Amazon Web Services, where she supports executive leadership teams across industries to drive innovation initiatives leveraging Amazons customer-centric Working Backwards methodology.

Knowledge Base 72

Knowledge Base System Analysis Metrics 72

Horizon CX

APRIL 30, 2024

Key elements of transformation include: Visionary Leadership: Transformational leaders articulate a compelling vision for the future, inspiring stakeholders to embrace change and pursue ambitious goals. Conclusion Organizational transformation is a multifaceted endeavor that requires vision, leadership, and collaboration.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Support EXP

JANUARY 24, 2025

Instead, in 2024, credit unions have found that their main challenge is moving from setting a strategic vision to implementing it successfully. Instead, it is the innate will to take action on that strategy where credit union leadership is coming up short.

Strategy 52

Strategy Leadership Financial Loyalty 52

InMoment XI

SEPTEMBER 3, 2024

Employee Training and Coaching Organizations can identify areas for improvement in collaboration, leadership, and professional development. Developing appropriate metrics to evaluate effectiveness is difficult, and human judgment is often required to assess the quality of the insights generated by algorithms.

Analytics 195

Analytics Data Social Media Average Handle Time 195

ChurnZero

JANUARY 6, 2025

“Over the past two years, every less-than-best practice in CS has been scrutinized: where it should live, how it should look, who owns what, writes ChurnZero CEO You Mon Tsang in the most recent Customer Success Leadership Study. Revenue ownership became an operating norm in 2024,” says ESG ‘s Sheik Ayube.

Trends 52

Trends Customer Success Measurement Leadership 52

AWS Machine Learning

SEPTEMBER 18, 2024

Real-time performance dashboards with few-click setup – SageMaker HyperPod integrates seamlessly with real-time dashboards to monitor node health, GPU utilization, network traffic, and other key metrics. This is required because you need the exporter services on the cluster to emit metrics to Amazon Managed Service for Prometheus.

Training 116

Training Metrics Groups System 116

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. 2: Dont lose sight of value realization metrics and the importance of a consultative approach as leading indicators of revenue goals.

Customer Success 52

Customer Success Case Study Sales Customers 52

DCX

FEBRUARY 4, 2025

Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership. You send reports, make recommendations, fight for budget—yet leadership doesn’t seem to be listening. The room went silent.

How To 52

How To Self Service Leadership Effort Score 52

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Gold metrics are the key to multiplying value.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

customer sure

JANUARY 20, 2025

Building Customer-Centric Cultures If 2024 was a year when the importance of customer experience gained ground, then 2025 is the year when people understand that its not something you can bolt on, or delegate to a separate team. By automating analysis, businesses can focus on implementing solutions rather than sifting through data.

Trends 62

Trends Net Promoter Score Analysis ROI 62

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Customer Success 52

Customer Success Trends Leadership Chatbots 52

InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. Ready to revolutionize your customer experience strategy? Schedule a Demo Today

Hospitality 195

Hospitality Call Center Retail NPS 195

ShepHyken

MAY 13, 2024

The Key Metric to Customer Retention by Jess Pingrey Many metrics go into analyzing customer retention rates, and churn rate is crucial to understanding why customers stop using your product or service or stay with you long-term. My Comment: I enjoy articles on customer service metrics. What Is Churn Rate?

Customer Service 77

Customer Service Loyalty Programs Customer Retention Social Media 77

ChurnZero

JUNE 28, 2024

In early 2024, ChurnZero and SuccessCOACHING launched a confidential survey asking customer success managers (CSMs) to give in-depth insights on their roles and how they feel supported on a daily basis. You can view the 2024 CSM Confidential Report and its findings here. Most CS departments currently own at least one of these metrics.

How To 52

How To Leadership Travel Sales 52

Horizon CX

JANUARY 2, 2024

The metric used to express the number of days that it took to close the loop with customers was called Days Alerts Outstanding or DAO. This was a metric I developed to better resonate with an organization that was particularly financially oriented. The higher the DSO, the longer it takes the company to see its money.

Metrics 130

Metrics Survey Communication Effort Score 130

BirdEye

MARCH 6, 2025

Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Track performance metrics to refine your social media strategy. Competitive review benchmarking Compare online reputation metrics against industry rivals. The payoff?

Tips 85

Tips Tools Social Media Multi-Channel 85

Seaton CX

JANUARY 3, 2023

Ok, at the top of the paper, write “Tuesday, January 2, 2024.” (Yes, Yes, 2024—not a typo.). In 2024, New Year’s Day will be a Monday. On your paper, you will write what it feels like to be you on this day at the start of 2024. What small thing can you accomplish today to build toward the vision of yourself in 2024?

How To 78

How To Exercises Leadership Financial 78

SurveySparrow

JUNE 7, 2024

7 Best Conversational Analytics Software in 2024 Here’s a breakdown of the top 7 contenders in 2024: SurveySparrow DialerHQ CallRail Gong Avoma MeetGeek HubSpot Sales Hub 1. Executive dashboards : Create catchy visual dashboards to show the key metrics that are relevant for you. Reporting and visualization of CX metrics.

Analytics 52

Analytics Software Tools Analysis 52

CSM Magazine

FEBRUARY 7, 2024

It is expected that 2024 will bring stability and gradual growth. Real-time data that provides insights into candidate status and progress on key recruiting metrics, such as time to fill, sourcing effectiveness, and offer acceptance, allows hiring teams to make informed decisions and improve their work.

Trends 52

Trends Competitive Advantage Analytics Leadership 52

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. Lead by Example : Leadership plays a critical role in shaping organizational culture and behavior.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

AWS Machine Learning

FEBRUARY 19, 2025

At AWS re:Invent 2024, we launched a new innovation in Amazon SageMaker HyperPod on Amazon Elastic Kubernetes Service (Amazon EKS) that enables you to run generative AI development tasks on shared accelerated compute resources efficiently and reduce costs by up to 40%.

Government 76

Government Policies Resources Strategy 76