Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

Chief Customer Officer 52

Chief Customer Officer Effort Score Metrics Leadership 52

Wootric

JULY 1, 2020

The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon the closure of a customer support case or other event captured in Freshdesk. This customization boosts response rates and improves the quality of the feedback received. .

Net Promoter Score 52

Net Promoter Score Chief Customer Officer Touchpoint Effort Score 52

ChurnZero

MARCH 28, 2023

For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid. In defining what customer engagement is, it’s also important to describe what it is not. Customer engagement is not the same thing as customer satisfaction. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

ChurnZero

MAY 29, 2020

Definition: Net Promoter Score® (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend you to a friend or colleague. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Definition 64

Kustomer

SEPTEMBER 3, 2020

That ease of business score becomes more essential there because of that is what is a better depicter of customer loyalty. It’s about customer loyalty. So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. satisfaction of feedback request cases (tag cases with “feedback” to track). #

Feedback 54

Feedback E-support Net Promoter Score Metrics 54

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