ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

Gainsight

FEBRUARY 12, 2019

I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). Map out the key personas at your customers.

How To 81

How To Chief Customer Officer CRM Measurement 81

ChurnZero

FEBRUARY 17, 2022

Save time by creating a Play in your Customer Success software to automate the creation and scheduling of that recycled email. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Implementing change requires the balancing of bottom-up and top-down approaches.

Software 98

Software Customer Success How To CRM 98

ChurnZero

FEBRUARY 17, 2022

Save time by creating a Play in your Customer Success software to automate the creation and scheduling of that recycled email. The Customer Success leader perspective: how to encourage the adoption of Customer Success software Implementing change requires the balancing of bottom-up and top-down approaches.

Software 52

Software Customer Success How To CRM 52

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The Effortless Experience dives into the CX world, debunking myths about the industry like the emphasis on dazzling and delighting customers over making things easy on them.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done. That’s not the case.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Kustomer

SEPTEMBER 3, 2020

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. Chief Customer Officer 2.0 It’s a referral based metric.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52