ECXO

MARCH 6, 2025

In the following sections, we explore how to lead a successful CX transformational program in a B2B settingcovering everything from executive leadership and strategy to metrics, culture change, and real-world case studies. Quantifying these impacts helps build the business case for investment in CX initiatives.

B2B 339

B2B Customer Journeys How To Effort Score 339

CloudCherry

DECEMBER 1, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team. advertisements).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

InMoment XI

DECEMBER 7, 2023

As competition and buyer empowerment compound, customer experience (CX) is proving to be the only truly durable competitive advantage. Customer-centric companies are 60% more profitable than companies that don’t focus on customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

eglobalis

MARCH 13, 2025

Complexity in customer journeys often leads B2B companies to score lower on CX than B2C, highlighting the effort needed to meet diverse needs. Siloed Data and Systems: Customer information in B2B is often fragmented across sales, marketing, account management, and support. Break transformation into manageable phases (e.g.,

Leadership 234

Leadership B2B B2C Effort Score 234

Kayako

JUNE 8, 2017

One of the biggest mistakes when measuring customer experience is focusing on what your team is doing instead of what your customers are experiencing. Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it.

Metrics 240

Metrics Self Service Customer Experience Effort Score 240

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

CloudCherry

OCTOBER 30, 2018

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. In today’s B2B world, customer experience management (CEM) often falls to the customer success team. advertisements).

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Lets take a closer look!

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

InMoment XI

JANUARY 10, 2023

CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional approach to improving customer experience. Do you need a customer experience manager dedicated to managing this effort? Let’s find out.

Customer Experience 243

Customer Experience Management Customer Journeys Effort Score 243

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. They offer a look into the minds of your customers and can shape the direction of your entire firm.

Customer Success 142

Customer Success Management Net Promoter Score Feedback 142

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Together, these can give you insight into where you stand and how to improve your CX: Net Promoter Score ( NPS ) Customer Satisfaction (CSAT) Customer Effort Score ( CES ).

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

GetFeedback

AUGUST 16, 2018

Plus, it’s directly tied to revenue as it affects customer happiness and churn rates. But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! It holds significant importance for any business.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

InMoment XI

OCTOBER 23, 2024

From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business. Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

DECEMBER 10, 2024

Customer experience management, or CXM, is the process of understanding and managing your customers interactions with your brand to create positive experiences at every touchpoint. Effective CX Management is about priorities. Dont worry: It does get easier with a solid strategy!) Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Kayako

OCTOBER 16, 2017

It should never be customer success vs customer service. They’ve been separated to showcase customer success as being this proactive, product-driven, revenue generating machine, and left the support department sitting around feeling like a reactive cost center. Increase retention of current customers.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Solvvy

JULY 8, 2022

You may have heard, “You can’t manage what you can’t measure.” Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 133

Net Promoter Score Consulting NPS Customer Success 133

Lumoa

FEBRUARY 20, 2018

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. Why do you need Customer Experience Management?

Customer Experience 353

Customer Experience How To NPS Touchpoint 353

Win the Customer

JANUARY 2, 2025

This rapid evolution necessitates a significant shift in the role of the product manager. Today’s product managers must embrace a deeper understanding of AI principles, their applications in CX, and the ethical considerations that come with them. Gone are the days when a basic understanding of technology sufficed.

Management 59

Management Return on Investment Roadmap Metrics 59

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 157

Customer Success Net Promoter Score Customers Customer Retention 157

InMoment XI

MAY 31, 2022

As customers go through the various stages in the sales funnel, they cross departments from marketing to sales to product to customer success and customer service. ” – Jessica Pfeifer, VP & General Manager, InMoment. . ” – Jessica Pfeifer, VP & General Manager, InMoment.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. What is a Customer Success Dashboard?

Metrics 99

Metrics Customer Success Net Promoter Score NPS 99

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The key takeaway?

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

SurveySensum

DECEMBER 30, 2024

CustomerGauge is well known for its advanced capability in customer loyalty measurement via NPS; however, it doesnt have the perfect solution for every business. Its limited flexibility, complicated user management, and reliance on support for survey setup can slow things down and create inefficiencies.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 156

Customer Success Contact Center Average Handle Time Touchpoint 156

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Customer Success 112

Customer Success Management Net Promoter Score Effort Score 112

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ChurnZero

NOVEMBER 18, 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. Per the 2024 Customer Success Leadership Study , 51% of CS teams are responsible for renewal revenue and 41% for expansion revenue.

Customer Success 52

Customer Success Management B2B Software 52

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 195

Call Center Strategy Management First Call Resolution 195

Retently

OCTOBER 11, 2024

It’s about more than just solving problems—it’s about creating a consistently positive experience that builds trust and keeps customers coming back. To achieve this, businesses use customer support Quality Assurance software. Alerts ensure quick response times for feedback and performance updates.

Ecommerce 134

Ecommerce Retail Software Customer Service 134

Retently

JANUARY 13, 2025

Trust us your customers (and your bottom line) will thank you! Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. How Does CES Compare to Other Metrics? Next, lets dive into the tools that can help you measure and act on this critical metric!

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Totango

AUGUST 13, 2024

But let’s face it: managing renewals can be a time-consuming process – and if you’re relying solely on account executives (AEs) to handle all renewals, then you could be missing out on opportunities to generate new business growth. These are not just any leads – they’re opportunities rooted in deep customer knowledge and relationship value.

Customer Success 101

Customer Success Management Customers Leadership 101

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. Dave has a long and tenured history serving in roles including CMO, and later, CEO.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94