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. While their recent NPS score of 73.8 While their recent NPS score of 73.8

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. Centering customer experience around the customer and their journey is the only way to retain customers, which is obviously good business.”

Customer Journey 89

Customer Journey Measurement Management NPS 89

Alida

JULY 6, 2017

In my previous roles as chief customer officer, what kept me up at night was figuring out how to improve retention and scale elegantly, which was all about determining how to be more proactive, automated and smarter about understanding the customer and their journey.

Measurement 113

Measurement Chief Customer Officer Customer Centricity Customer Journey 113

Customer Bliss

DECEMBER 6, 2018

In today’s episode, I chat with Alvin Stokes , Senior VP of Customer Experience at Cable & Wireless Communications (C&W) , and we discuss how he began a CX transformation in an international telecommunications industry spanning 17 markets. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

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

Gainsight

JUNE 21, 2022

From the Index, three primary trends that companies are pointing their customer success teams and organizations towards emerged, and they deserve further highlighting: Integrating customer success into expansion and renewals. Improving user NPS with success plans. Simple strategies for newly formed Customer Success teams.

2022 52

2022 Net Promoter Score NPS Return on Investment 52

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! A: Everybody. Absolutely.

Management 52

Management NPS Definition Metrics 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

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. ” At the same time, the key metrics for senior leaders were tied into NPS (net promoter score). Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn.

Management 52

Management Customer Success 2013 Metrics 52

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

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

2020 98

2020 Blog 2021 Chief Customer Officer 98

SmartKarrot

JANUARY 1, 2024

Darshan emphasized the impact of revenue leaders joining the customer success domain. With Chief Revenue Officers (CROs) and Chief Customer Officers (CCOs) influencing the culture, the dynamics between support, leadership, and sales have shifted.

2023 8

2023 Customer Success Chief Customer Officer Net Promoter Score 8

SmartKarrot

JANUARY 1, 2024

Darshan emphasized the impact of revenue leaders joining the customer success domain. With Chief Revenue Officers (CROs) and Chief Customer Officers (CCOs) influencing the culture, the dynamics between support, leadership, and sales have shifted.

2023 8

2023 Customer Success Chief Customer Officer Net Promoter Score 8

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. There’s much skepticism about NPS being a valid metric to rely on. How do you counter this?”.

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

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. 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.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Chattermill

MAY 12, 2019

Joseph Michelli dives into the genius of Starbucks’ success, interviewing baristas and corporate executives and sharing insider stories about how the company has managed to create an experience that benefits workers and consumers alike. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

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

Gainsight

MAY 12, 2021

Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman, and Bryan Plaster, Founder and CEO of CompleteCSM, for a candid conversation on how to handle the complex scenario of having a “green” customer churn.

Webinar 59

Webinar Chief Customer Officer NPS Call Recording 59

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Bree: I do customer success enablement for ChurnZero. Customer retention, churn prevention, all of those efforts start at the very beginning. We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics Definition Engagement Measurement 98

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Feedback 54

Feedback E-support Net Promoter Score Metrics 54

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

ChurnZero

JUNE 17, 2022

Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Bree: I do customer success enablement for ChurnZero. Customer retention, churn prevention, all of those efforts start at the very beginning. We’ve got 68 customers in onboarding right now.

Metrics 52

Metrics Definition Engagement Measurement 52

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

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.

Leadership 52

Leadership Consulting Financial Customer Experience 52