Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Demonstrate the ROI to Increase Corporate Spend in CS and CS Ops teams.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

Wootric

JULY 15, 2020

Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric. NPS has been sold by some as the be-all / end-all metric of a customer-centricity program. Second question (customize based on score): “What could we do to improve?

NPS 69

NPS B2B Net Promoter Score E-support 69

Lumoa

APRIL 24, 2018

I'm also concerned about a) it's a poor diagnostic, b) it turns a customer's story into a number, and c) that the arguments for Customer Effort Score also have merit. Sue Duris Customer Experience and Digital Marketing Consultant. The bias inherent within NPS makes the scoring highly subjective.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics Definition Engagement Measurement 98

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

Metrics 52

Metrics Definition Engagement Measurement 52