Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Ideally, this concept should originate at the senior leadership level.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. If you can justify a high ROI of a change, it would be difficult for a product manager to say no.

Feedback 136

Feedback Net Promoter Score e-support Chief Customer Officer 136

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

Pointillist

JUNE 5, 2019

Dylan Qua CX PMO, Journey Design/Channel Experience Celcom VoC-based metrics such as NPS® and CSAT are used by most CX professionals to measure customer experience performance. The use of business-focused KPIs, such as revenue and return on investment (ROI), as a way to measure customer experience is far lower in comparison.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? versus $0.63

Net Promoter Score 52

Net Promoter Score Trends NPS Return on Investment 52

ChurnZero

JANUARY 4, 2019

“While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing. The rise of the Chief Customer Officer is inevitable and that will make Customer Success the next great-C-Level department.” – You Mon Tsang, CEO & Founder, ChurnZero.

Customer Success 73

Customer Success Self Service Chief Customer Officer Customers 73

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 48

Customer Experience Return on Investment Effort Score Chief Customer Officer 48

Gainsight

JUNE 9, 2021

Major Takeaways: The use of the DEAR—Deployment, Engagement, Adoption (Depth and Breadth), Return on Investment (ROI)—Model is a great framework that works for Gainsight especially when attached to leading metrics. Delphix: How Value Engineering leads to Customer Success starring Alex Hesterberg Chief Customer Officer, Delphix.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

SmartKarrot

DECEMBER 3, 2020

One such that we are talking about is the difference between Chief Customer Officer and Head of Customer Success. Both strive to bridge the gap from a company’s point to interact with a customer. Chief Customer Officer is a relatively new term in the CS space, but it is accelerating in its popularity.

Chief Customer Officer 10

Chief Customer Officer Customer Success Metrics Return on Investment 10

ChurnZero

JANUARY 4, 2019

“While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing. The rise of the Chief Customer Officer is inevitable and that will make Customer Success the next great-C-Level department.” – You Mon Tsang, CEO & Founder, ChurnZero.

Customer Success 49

Customer Success Self Service Chief Customer Officer Customers 49

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

ROI 10

ROI Measurement Customer Success Return on Investment 10

Ian Williams

MARCH 19, 2020

Yeah, it not only is kind of it makes sense, there is good scientific evidence to show that the organisations who have, I mean there’s a multitude of things you need to get aligned in the right way, Phil’s work has identified kind of 47, and when you get those 47 in the right order, you’re getting the highest ROI on your CX.

Leadership 52

Leadership Consulting Financial Video 52

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. Would this yield ROI? Show the return on investment, display how success will occur, and more.

Chief Customer Officer 10

Chief Customer Officer Return on Investment Customer Success Meeting 10

SmartKarrot

FEBRUARY 9, 2022

When you show the parity of how other teams are performing in customer success by investments, you can ensure that they know the value given to customer success. The ROI Pitch. Every investment is categorized as good or bad depending on the return on investment. Customer success is a new function.

Customer Success 10

Customer Success Chief Customer Officer ROI Financial 10

SmartKarrot

NOVEMBER 16, 2022

Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex.

Handbook 10

Handbook Customer Success Chief Customer Officer B2B 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. Wootric is ranked #1 in ROI (Return on Investment). It is gratifying to see our customers’ success reflected in our ranking.” Methodology behind the scoring process.

ROI 52

ROI Report Net Promoter Score Effort Score 52

eglobalis

MARCH 13, 2025

Cultural and ROI Challenges: Shifting a traditionally product- or sales-centric B2B culture to a customer-centric one takes strong change management. Employees may resist new CX processes, and leadership might hesitate without a clear ROI. Demonstrating the value of CX (e.g.,

Leadership 222

Leadership B2B B2C Effort Score 222