Pointillist

MAY 19, 2020

times more likely than underperformers to be able to connect customer data in each channel with three or more other channels. “ Diane Magers, CCXP Founder and CEO Experience Catalysts For the second consecutive year, quantifying the ROI of customer experience initiatives is the top CX challenge.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The value of customer experience. I agree, computing an ROI for CX is not easy and it is not short-term for sure!

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Customer Bliss

NOVEMBER 21, 2017

” Do the CX metrics in place ladder up to the core business metrics? In addition to enhancing the customer experience, are you looking at retention rates and lead conversions? Continue to maintain the balance of improving customers’ lives and proving ROI.

User Experience 0

User Experience Chief Customer Officer Customer Journey Mapping Customer Journey 0

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

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

2022 52

2022 Net Promoter Score NPS Return on Investment 52

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

Marketing 64

Marketing Webinar Reference Events 64

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. I hope that you have now some inspiration for your strategic plan for 2019 with the eight pillars of the CSPI.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. I hope that you have now some inspiration for your strategic plan for 2019 with the eight pillars of the CSPI.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. ROI in Agent Happiness (and Better Allocation of Corporate Resources). Calculating the ROI of Chatbots. Why Chatbots? Chatbots can also be used for marketing.

ROI 53

ROI Contact Center 2018 Social Media 53

Gainsight

JUNE 23, 2022

Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important. Chief marketing officers should consider investing in customer marketing.

Financial 52

Financial Chief Customer Officer 2022 2008 52

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. The CCO’s guide to winning budget for customer success.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. What are their metrics? We focus on demonstrating adoption and ROI.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

AUGUST 16, 2022

With QBRs, it is easier to spot and identify problems with customer usage. You can prevent customer churn before it actually happens. Only when some metric goes off the benchmark can you know something is wrong. Customers can voice their issues with the usage, feature, or support process of the product.

Chief Customer Officer 10

Chief Customer Officer ROI Metrics Social Media 10

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. How can systems and tools empower your customer teams. We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Where do you fall? Q&A Recap.

NPS 40

NPS Customer Success Sales Metrics 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 50

Customer Service NPS Net Promoter Score Customers 50

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SmartKarrot

JUNE 5, 2020

To go with the topic of this article, which is to achieve product success through great customer success team structure, let us first understand what product success is. The success of your product mainly depends on these three criteria: Outstanding performance Easy Integration Using single metric. Using Single Metric.

Customer Success 10

Customer Success Chief Customer Officer Metrics Measurement 10