Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Experience Investigators by 360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Alida

JULY 6, 2017

For concrete ideas on how companies can scale their CX programs, we recently sat down with Kia Puhm , a Toronto-based executive with over 22 years of experience in customer success, marketing and software engineering. A CX Consulting. Puhm’s leadership experience includes stints at Oracle, Eloqua and Adobe.

Measurement 113

Measurement Chief Customer Officer Customer Centricity Software 113

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Zeisler Consulting

AUGUST 17, 2021

I know some of my fellow CX consultants go so far as to use the ROI of CX as their calling cards…not only engaging in the discussion but also leveraging it as the heart of their pitches to clients. How do you sell CX to leadership? I’ve even written about it myself on several occasions.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design.

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

Wootric CX Blog

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

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Company e-support How To Chief Customer Officer 125

Beyond Philosophy

OCTOBER 21, 2021

Also, executive boards Mead works with have no idea of the reality of their customer journey. For example, they hear that the Net Promoter Score ® (NPS) is up to four points from last year, as reported by the chief marketing officer, so they think everything in the experience is fine, improving even.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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.

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Customer Success Tools Management Chief Customer Officer 98

Gainsight

FEBRUARY 9, 2022

strategy consulting) where they learned “high touch” client service. While they don’t need to have worked in management consulting, the skillset they need is that of a “Consultant.” While they don’t need to have worked in management consulting, the skillset they need is that of a “Consultant.” underneath them.

Customer Success 52

Customer Success Chief Customer Officer Sales Report 52

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. To have a better grasp on overall satisfaction, you might look to things like CSAT, CES , or NPS.

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Customer Service Self Service Tips Chief Customer Officer 128

Pointillist

MAY 19, 2020

Connecting cross-channel behavior and business unit data is crucial to improve APH, achieve cross-sell goals and meet customer needs. “ Jeff Sheehan Customer Experience Consultant CX JS Consulting Data silos are the primary barrier for effectively measuring and improving customer experiences.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Wootric CX Blog

JULY 1, 2020

The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon the closure of a customer support case or other event captured in Freshdesk. This customization boosts response rates and improves the quality of the feedback received. .

Net Promoter Score 52

Net Promoter Score Chief Customer Officer Effort Score Touchpoint 52

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customers don’t value your word, which as consultants, is how you effect change to drive success.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Wootric CX Blog

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. A CX Consulting. Guneet Singh. Jeannie Walters.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ChurnZero

JANUARY 22, 2021

To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. Customer Success Around the Web. Neale explains how we think about selling is just as important as our tactics and execution.

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Sales Net Promoter Score Chief Customer Officer Culture 98

Thematic

FEBRUARY 13, 2019

I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” CSAT, NPS).

Customer Experience 48

Customer Experience Chief Customer Officer Guest Experience Hospitality 48

inmoment

MAY 14, 2020

In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” While there are several approaches a health insurance company could leverage to identify owners, we often recommend using the RACI framework (Responsible, Accountable, Consulted and Informed).

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. Why did you choose Customer Success and what was your background?

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Customer Success Consulting Chief Customer Officer Customer Centricity 59

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

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How To NPS Customers Customer Success 69

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

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Customer Success Chief Customer Officer Consulting Customer Centricity 48

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It was great to see so many customer-focused people together, all looking for ways to build better customer experiences. Of course, we weren’t just there for the networking and the discussion groups.

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Chief Customer Officer NPS Analytics Technology 40

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. Then, I found myself convincing customers to buy more services.

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 52

Education Services Group

APRIL 16, 2021

What is the ESG Customer Success Maturity Model? And TSIA agrees that a fundamental building block of Customer Success is having a proactive CS leader reporting to a higher-level executive team, ideally one in charge of customer growth like a Chief Customer Officer.

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Customer Success Chief Customer Officer Metrics Competitive Advantage 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). Annette: It’s a mixed bag.

Customer Journeys 40

Customer Journeys Customer Experience Chief Customer Officer First Call Resolution 40

Chattermill

MAY 12, 2019

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 Bestselling author Jeanne Bliss’ Chief Customer 2.0 looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. You have actively said that customer centricity must be the DNA of the company. by Jeanne Bliss.

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Customer Experience Customer Centricity Chief Customer Officer B2C 65

SurveySensum

MAY 9, 2022

It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Nicholas Zeisler , CX Strategist and Fractional Chief Customer Officer at Zeisler Consulting shares a similar view. Encourage your teams to continue doing great things for your customers.

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Feedback Case Study Effort Score Chief Customer Officer 52

ChurnZero

NOVEMBER 8, 2019

These platforms focus on engagement and are driven by the customer data you r team collect s every day. C ommon examples include your product’s usage data or other third-party applications ( NPS, Email, etc. ) Customer Success Platforms diverge from CRMs in what they do with this data.

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer? Irit: Hi everyone.

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Metrics How To Effort Score Self Service 98

ChurnZero

FEBRUARY 23, 2023

Some customer retention metrics worth considering are: Customer retention ; Renewal rate ; Churn rate ; Customer lifetime value (CLV); and Gross revenue retention (GRR). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

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Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Some customer retention metrics worth considering are: Customer retention ; Renewal rate ; Churn rate ; Customer lifetime value (CLV); and Gross revenue retention (GRR). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Ian Williams

MARCH 19, 2020

And I think that the abundance of technology start-ups at the moment, they’re actually producing solutions for issues customers have, which is very different to how start-ups perhaps used to work before, find a gap in the market. So, if we do this activity, this is what the commercial benefit will be.

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Leadership Consulting Financial Video 52