Gainsight

APRIL 14, 2022

Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1. Demonstrate the ROI to Increase Corporate Spend in CS and CS Ops teams. Companies that invested 10 percent of revenue in customer service saw the highest NRR.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

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. Thomas Laursen Chief Consultant at Customer Agency, NPS Certified Associate.

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. Track metrics that represent the customer’s actual progress versus your internal tasks. Does it provide ROI?

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. Track metrics that represent the customer’s actual progress versus your internal tasks. Does it provide ROI?

Metrics 52

Metrics Definition Engagement Measurement 52