CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Gathering customer feedback.

Measurement 52

Measurement Chief Customer Officer Definition Metrics 52

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Customer Success Around the Web.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. A Customer Success platform allows CSMs to manage more accounts at a higher level.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

DECEMBER 2, 2019

When a customer leaves, it’s known as churn. A successful customer retention strategy will build symbiotic business relationships, drive brand equity, and encourage customer loyalty amongst your customer base. Benefits of a Customer Retention Strategy.

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. You want to see a complete view of your customers, what's going on, trends, etc. linkedin Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

ChurnZero

OCTOBER 30, 2020

We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. They want to be trusted business partners and work strategically with the customers,” says Olson. “In

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

SurveySparrow

JULY 3, 2021

Consumers value a great customer experience because it generally means they’ll have to deal with less friction and frustration, score more convenience, and, ultimately, have less buyer’s remorse. You’ll boost customer satisfaction and reduce churn. Who’s responsible for customer experiences at your company?

Brands 59

Brands Customer Experience Travel Social Media 59

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Mike Rivisto and Jessica Countess, ServiceChannel. While their recent NPS score of 73.8

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

West Monroe

JANUARY 24, 2022

Net revenue retention may be the North Star metric—given its impact on market valuations of software and subscription businesses—but other, interdependent metrics also matter, including customer acquisition costs, churn, service margins, sales coverage ratios, and customer satisfaction.

2022 40

2022 B2B Chief Customer Officer Financial 40

Amity

NOVEMBER 25, 2014

Amity: You were a pioneer in the Customer Success – how did you break ground? By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. We were in an emerging market and our customers weren’t really sure what to do with the product that was put in front of them.

Customer Success 48

Customer Success 2001 2005 Chief Customer Officer 48

Amity

JULY 28, 2014

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%).

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

SmartKarrot

FEBRUARY 9, 2022

CSMs need to know the latest trends and hacks in customer success. With that, they can bring out a change in net retention rates or NRR, expansions, cross-sells, upsells, health scores , customer satisfaction scores , NPS, and so much more. Customer success is not a cost center but a profit podium.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? What is the management team concerned about this quarter?

Customer Service 50

Customer Service NPS Net Promoter Score Customers 50

ChurnZero

JUNE 17, 2022

Bree: I do customer success enablement for ChurnZero. It’s not necessarily doing all of the onboarding but putting a lot of the strategy and the metrics and the resources behind how we actually manage customers from onboarding to renewal and beyond. We’ve got 68 customers in onboarding right now. Bree: Exactly.

Metrics 98

Metrics Definition Engagement Measurement 98

Kustomer

SEPTEMBER 3, 2020

Nate is also the Chief Experience Officer at Officium Labs , a company dedicated to decentralizing wealth by investing in high quality CX products and concepts. Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market. The Need for a CX Change Coalition.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

ChurnZero

JUNE 17, 2022

Bree: I do customer success enablement for ChurnZero. It’s not necessarily doing all of the onboarding but putting a lot of the strategy and the metrics and the resources behind how we actually manage customers from onboarding to renewal and beyond. We’ve got 68 customers in onboarding right now. Bree: Exactly.

Metrics 52

Metrics Definition Engagement Measurement 52

SmartKarrot

APRIL 21, 2021

The more you wish your customer base to grow, the higher you need to zoom in to productivity and time management. As a Customer Success Manager , you constantly juggle between relationship building, onboarding, upselling and strive to take the customer satisfaction score a notch up.

Customer Success 10

Customer Success Management Chief Customer Officer Books 10

Ian Williams

MARCH 19, 2020

And I think that the abundance of technology start-ups at the moment, they’re actually producing solutions for issues customers have, which is very different to how start-ups perhaps used to work before, find a gap in the market. Christopher: Yes absolutely. And I’ve had this myself first-hand.

Leadership 52

Leadership Consulting Financial Customer Experience 52