Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer Roadmap Document 111

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

Customer Success 52

Customer Success Chief Customer Officer 2020 Events 52

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. Here we answer 3 of the most popular CX for B2B questions. Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Good customer support is good marketing too.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Good customer support is good marketing too.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. I’d like to close with thoughts on how best to engage customers as they progress through their journey.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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 2019 Customer Success Leadership 53

Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Provide Value, Create Internal Metrics, and Help Customers Achieve Their KPIs. Francis wanted to develop something that was measurable that he could hold his team accountable for. It may take some time, but it's worth it!

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

Gainsight

JUNE 21, 2022

So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? They are turning to existing customers for their stream of revenue. That is one of the key reasons the Index showed that 95% of B2B companies of all sizes prioritize customer success. Improving user NPS with success plans.

2022 52

2022 Net Promoter Score NPS Return on Investment 52

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Kayako

JANUARY 12, 2017

Sujan dives deep into the foundations of what contributes to customer delight, he’ll lead your through the importance of usability all the way to how well your company helps customers. How to Succeed With a Customer-centric Marketing Strategy , by Jill Rowley. Implementing Customer Effort Score , by Nicereply.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

CustomerSuccessBox

JUNE 7, 2022

Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. We asked Anita to share her opinion on customer churn and retention. Absolutely.

Management 52

Management NPS Definition Metrics 52

SmartKarrot

OCTOBER 29, 2021

This makes a case for customer success to have a seat at the leadership table. This transition dates only a decade back since customer success as a domain has started to gain traction in the B2B industry. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Amity

JULY 26, 2018

For example: Purpose of the position: To increase customer loyalty within the existing customer base. Having metrics in this section is a plus because it tells applicants you have measurable (and hopefully attainable) goals in mind for them. Help the Chief Customer Officer to create a churn reduction plan.

Customer Success 65

Customer Success Chief Customer Officer Metrics Customers 65

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After watching the webinar, did the customer’s feature or overall product adoption increase?

Marketing 64

Marketing Webinar Reference Events 64

SmartKarrot

MARCH 10, 2022

Today there is a need for digital adoption by CIOs in B2B SaaS companies. . The role has evolved to accommodate the unanimous increasing influence of customer experience. In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric.

2022 11

2022 Customer Experience Net Promoter Score B2B 11

Chattermill

MAY 12, 2019

The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business by Alan Pennington. The book provides actionable insights and lays out their thoughts on how the world of B2B sales and marketing is changing. Chief Customer Officer 2.0 by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

SmartKarrot

AUGUST 16, 2022

QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. In a QBR meeting, customers can voice their concerns, measure their success, and scale to meet the goals they choose. With QBRs, it is easier to spot and identify problems with customer usage.

Chief Customer Officer 10

Chief Customer Officer ROI Metrics Social Media 10

CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? That’s No.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? That’s No.

Customer Success 52

Customer Success B2B Metrics Sales 52

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. M – Measurable.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

SmartKarrot

MAY 26, 2022

With that in mind, you need to use data analytics and insights to identify the metrics that will help you track progress. For example- You can share a dashboard of the key metrics that matter across the company. The precursor to this is ensuring that the data is not biased and diligent quality control measures are in place.

Culture 10

Culture Insights Events Metrics 10

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

West Monroe

JANUARY 24, 2022

Data is still a hugely underused at most B2B HT&S companies, and 86% of leaders said they view data as an enabler to growth. They can, for example, pull key data elements together from functional systems into a unified view that drives consistency and aligns metrics and incentives across those siloes. Key trends.

2022 40

2022 B2B Chief Customer Officer Financial 40

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Jeanne Bliss.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Jeanne Bliss.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

MAY 11, 2022

How will we measure success? Use data to inform decisions and focus on the metrics that matter. If you’re unsure what metrics matter most for your business, ask someone who knows more about your industry than you do: an experienced CFO or COO would be a good place to start. What are their goals?

Financial 12

Financial Communication Customer Success Metrics 12