Kustomer

AUGUST 19, 2021

For many CX leaders this can be daunting, especially when trying to manage so many different aspects of the company from winning the C-Suite to contributing to a customer culture. Wendi’s secret to success in this aspect is performing NPS every single month, which comes with many benefits. We were always on NPS. Shame on us.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Gainsight

JUNE 10, 2021

He then introduced Megs Suratkal, Global Vice President of Customer Experience & Customer Success at Hewlett Packard Enterprise, who happened to join remotely from Boston. As we said, this is a hybrid event. Special thanks to Michael Pegram Photography for the photos from the event. Ain’t technology grand?

Innovation 52

Innovation Chief Customer Officer 2021 NPS 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

Wootric

SEPTEMBER 18, 2019

Enterprise dashboards give executives a centralized view of all NPS, CSAT, CES and employee survey results in one place, with the ability to drill down into segmented data and qualitative feedback based on the properties defined in the micro-segmentation and customized surveys. Data Democratization. About Wootric. Lisa Abbott.

Insights 40

Insights Net Promoter Score Customer Experience E Commerce 40

Confirmit

NOVEMBER 20, 2018

Late last month I joined my Aussie colleagues in Sydney for the Chief Customer Officer event. It’s a fantastic event with a brilliant line-up of speakers, from Westpac to Tesla to SumoSalad. Voice of the Customer Company Best Practices.

Chief Customer Officer 40

Chief Customer Officer Events Presentation NPS 40

SurveySensum

MAY 9, 2022

Also, this process demonstrates the beginning of an interactive relationship with the customer as this will, later on, help you to invite your loyal customers/promoters to participate in further events like case studies or webinars, and so on. . There are a lot of things you do for the customer. Request a Demo.

Feedback 52

Feedback Chief Customer Officer Customers Webinar 52

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. So what we did, once we generated what we said was a value score for a customer.

NPS 69

NPS Customers Customer Success Measurement 69

CCO Council

OCTOBER 14, 2019

As the seminal article “ Bad is Stronger than Good ” points out, “bad emotions, events and feedback have more impact than good ones. to learn what they did to shape customer strategy. We’ve found that many CMOs and CCOs are measuring NPS and CSAT, reading verbatims, polling sales teams, etc.

Chief Customer Officer 40

Chief Customer Officer Metrics Touchpoint Measurement 40

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. CSAT and CES and NPS, oh my! 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . How Best to Create a B2B Cus t omer Survey . 2019 is almost a wrap.

2019 64

2019 Blog E-support Chief Customer Officer 64

CustomerSuccessBox

DECEMBER 6, 2021

Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Alex is also the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession.

2022 52

2022 Customer Success 2021 Consulting 52

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

DECEMBER 2, 2021

An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

ChurnZero

MAY 20, 2021

But you end up turning your customer journey into an internal process map. When this happens, your customers may appear on-track in their journey; they check-off the desired events and activities you want them to experience. Examine your customer activity and the intention behind it.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

CX Journey

JUNE 14, 2017

and spoken at industry events. Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. I was once lambasted on Twitter because I shared a view that opposed the mainstream position on NPS. NPS is not for everyone; we know that.

Chief Customer Officer 57

Chief Customer Officer Webinar NPS Consulting 57

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

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

Marketing 64

Marketing Webinar Reference Events 64

Gainsight

NOVEMBER 4, 2020

This could be Chief Executive Officer (CEO), Chief Financial Officer (CFO), Chief Operations Officer (COO), or even the Chief Customer Officer (CCO). Another bonus of organizing stakeholder information is that CS teams can input essential insights from their customer relationships.

Management 52

Management Chief Customer Officer Demo Engagement 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

CustomerSuccessBox

JUNE 7, 2022

But the strategy is not to wait until something happens, or churns, and then try to find out why they left, the strategy is to throughout the customer journey, you were taking these little checks, Little pulses. Companies should be doing this with regularity, not just in NPS once a year, or, you know, putting NPS on everything.

Management 52

Management NPS Definition Metrics 52

Customer Guru

MARCH 7, 2018

Today, even the kind of presentations we do are customer-centric: we do not believe in just showing our customers what we do; rather, we show how we could benefit them by customizing our solutions. Customers found that the way we follow up with them is immensely valuable. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

2022 52

2022 Customer Success Chief Customer Officer Webinar 52

Kayako

DECEMBER 3, 2015

For example: Ben wants to hire a new customer support advocate for his team. Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. How great would it be to champion the impact of proactive support on NPS?

Customer Service 50

Customer Service NPS Net Promoter Score Customers 50

Kustomer

SEPTEMBER 3, 2020

We’ve just been waiting for some sort of event to force us to come together, or is it just your typical kind of siloed organization? Or, are most people still kind of using the, again, the age old debate, a hold time and an NPS and things like that as they go through their journey. Or is our customer base in a state of decline?

Marketing 52

Marketing Effort Score Metrics Loyalty 52

CustomerSuccessBox

DECEMBER 24, 2021

Is it the CSM ( Customer Success Manager ) or a CS leader or the team/personnel who supports the customer? Find out the moments of value in a customer journey. Generally, it’s the responsibility of a Chief Customer Officer (CCO) to establish that journey. Low NPS Customer Webinars Conferences.

Customer Success 52

Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

Kustomer

JUNE 25, 2020

She is also an author and sits on the chair, a board chair on the CXPA, which if I’m not mistaken, you’ve got a fun event coming up. So you can bring in not just the voice of the customer feedback in all of its formats, right? Multitalented, multi experienced, right now she is the founder and CEO of CX Journey Inc.

Customer Journey Mapping 92

Customer Journey Mapping Customer Journey Workshop Customers 92

Gainsight

JUNE 4, 2019

The results have been extraordinary, delivering a turnaround to retention trends and huge improvements in NPS, as well as integrating the voice of the customer more deeply into business processes. athenahealth is committed to delivering a best-in-class customer experience to the more than 160,000 providers on our collective network.

2019 8

2019 Chief Customer Officer Innovation Customer Success 8

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer 2020 Events NPS 17

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

Gainsight

NOVEMBER 1, 2018

Many customers don’t open our emails anyway. Can we send an NPS survey to all our users? A: We can see that lots of customers tried it and that overall usage is steady, but we can’t easily see if it’s the same users returning or if we’re filling a leaky bucket. …from our Product Leader: Q: Was the release successful?

Chief Customer Officer 53

Chief Customer Officer NPS Feedback Customer Success 53

Gainsight

DECEMBER 15, 2021

As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . More and more, the efforts of Customer Success Managers change essential, value-driven metrics for the better. But there are more critical and fundamental events that need to be operationalized to drive growth. Cross-sells.

Customer Success 59

Customer Success ROI Metrics Chief Customer Officer 59

Gainsight

FEBRUARY 16, 2021

As spring approaches, anticipation builds for a special event—March Madness! Your coach, or in this case a Chief Customer Officer or VP of Customer Success , must have a vision, plan, and direction. Sweat, blood, cheers, and tears lead teams to the Final Four and the NCAA National Basketball Championship. .

Customer Success 52

Customer Success Chief Customer Officer Customers Technology 52

ChurnZero

JUNE 3, 2022

You can always rely on me to do that for family events, for work, for college events. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. It gives you an idea of if a customer thinks you’re valuable.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

You can always rely on me to do that for family events, for work, for college events. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. It gives you an idea of if a customer thinks you’re valuable.

Customer Success 52

Customer Success B2B Metrics Sales 52