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

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. have had the most impact on your career?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

Leadership 52

Leadership Consulting Financial Customer Experience 52

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Workflow changes provide enduring improvements your whole customer base rewards. Increase response rates.

2020 120

2020 Customer Experience Definition Metrics 120

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Workflow changes provide enduring improvements your whole customer base rewards. Increase response rates.

Definition 90

Definition Metrics Customers Customer Experience Management 90

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. Basing onboarding metrics on your internal operations can produce false positives. Track your customers’ reason for purchase.

Metrics 98

Metrics Definition Engagement Measurement 98

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Q: How should you evaluate the effectiveness of a customer health score?

Insights 80

Insights Metrics Webinar Definition 80

Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. It can be tricky to isolate the actions that will result in maximum ROI. about creating listening paths of various types.

Culture 52

Culture White Paper Customer Centricity Feedback 52

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. Basing onboarding metrics on your internal operations can produce false positives. Track your customers’ reason for purchase.

Metrics 52

Metrics Definition Engagement Measurement 52

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

NPS 135

NPS Net Promoter Score Metrics Effort Score 135