Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. B2B organizations tend to be very ingrained around specific sets of processes, and those processes need to be a bit different for B2C. .

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Thematic

FEBRUARY 15, 2019

What do Chief Customer Officers have in common with YCombinator? Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. In the B2B space, startups like Stripe disrupt how we think about payments, and Gusto has simplified something as complex as HR processes.

Chief Customer Officer 54

Chief Customer Officer Net Promoter Score Exercises Conference 54

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Wootric CX Blog

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. Step 3: NPS’ Secret Third Question.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

ChurnZero

JANUARY 3, 2020

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis).

Report 69

Report Customer Success Net Promoter Score Chief Customer Officer 69

ChurnZero

AUGUST 23, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis).

Software 56

Software Report Customer Success Net Promoter Score 56

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JUNE 21, 2022

So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? They are turning to existing customers for their stream of revenue. That is one of the key reasons the Index showed that 95% of B2B companies of all sizes prioritize customer success. Every opportunity missed is money lost.

Net Promoter Score 52

Net Promoter Score Trends NPS Return on Investment 52

ChurnZero

NOVEMBER 1, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis).

Net Promoter Score 40

Net Promoter Score Chief Customer Officer Software B2B 40

Amity

JANUARY 30, 2014

To accomplish this, companies will focus across three dimensions: designated client and support team relationships, the utilization of customer success based software to understand usage, adoption and an attribute of usage health, and the use of a Net Promoter Score (or similar) feedback loop.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Customer Guru

MARCH 7, 2018

We conduct yearly customer surveys and follow closed-loop feedback process: it’s never about just taking the survey; what is more important comes after – connecting to customers and understanding how we can improve our services. The customers valued this very much. It is exactly the same thing in the B2B industry.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

ChurnZero

JUNE 3, 2022

What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. If you’re selling something that takes a year to renew, you usually focus on Net Promoter Score (NPS) as well. You have to think about GRR.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. If you’re selling something that takes a year to renew, you usually focus on Net Promoter Score (NPS) as well. You have to think about GRR.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Chattermill

MAY 12, 2019

The book provides actionable insights and lays out their thoughts on how the world of B2B sales and marketing is changing. The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SmartKarrot

DECEMBER 20, 2021

Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

SmartKarrot

MARCH 10, 2022

Today there is a need for digital adoption by CIOs in B2B SaaS companies. . The role has evolved to accommodate the unanimous increasing influence of customer experience. In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric.

Customer Experience 11

Customer Experience Net Promoter Score B2B Chief Customer Officer 11

SmartKarrot

OCTOBER 29, 2021

This makes a case for customer success to have a seat at the leadership table. This transition dates only a decade back since customer success as a domain has started to gain traction in the B2B industry. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Culture 10

Culture Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving.

ROI 52

ROI Report Net Promoter Score Effort Score 52