Eptica

JUNE 17, 2016

Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? versus $0.63

2022 52

2022 Net Promoter Score NPS Return on Investment 52

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Return on Investment Chief Customer Officer Customers 106

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Forrester at the Sloan School of Management at MIT. Ideally, this concept should originate at the senior leadership level.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

C3Centricity

MAY 11, 2020

This is the same for every project, not just that of adopting a customer-first strategy. For more on project management I suggest reading the post “Getting to Yes: A 7-step Roadmap to Successful Project Management.” It makes both business sense AND customer sense.

Customer Centricity 77

Customer Centricity Chief Customer Officer Return on Investment Culture 77

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. dence to own their role in the customer relationship.

2020 72

2020 Customer Success Events Workshop 72

ChurnZero

JANUARY 4, 2019

.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting. Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. Customer Success Around the Web. Such days are waning.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

ChurnZero

JANUARY 15, 2021

As global, multibillion-dollar software and computing infrastructure companies transition to subscription-based models, they must work with their extensive channel partner networks to enable and deliver Customer Success to end customers. Bri Adams , Customer Success Team Lead, ChurnZero. Fasten your seatbelts!

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

Gainsight

JUNE 9, 2021

The Customer Health Bake Off: Creating Great Health Models Through Iteration with Gainsight’s own Manager of CS Operations, Kendra McClanahan! Fast and Furious SaaS Drift with Gainsight’s Kellie DeHart, SVP of Sales and Account Management, and Mike Maday, Director of Client Outcomes. That’s the perfect recipe for success!

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

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

ChurnZero

JANUARY 4, 2019

.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting. Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. Customer Success Around the Web. Such days are waning.

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

SmartKarrot

DECEMBER 4, 2020

Importance of measuring customer success ROI. Setting up a customer success function requires cost. The cost of employing CSMs, implementation specialist, chief customer officer, customer success automation tool, etc. Ok, let’s get straight to the point. you are able to know which areas to improve on.

ROI 10

ROI Measurement Customer Success Return on Investment 10

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. Power Users: .

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

SmartKarrot

FEBRUARY 9, 2022

When you show the parity of how other teams are performing in customer success by investments, you can ensure that they know the value given to customer success. Every investment is categorized as good or bad depending on the return on investment. Customer success is a new function. The ROI Pitch.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

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. I was (and always will be) customer first.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

SmartKarrot

NOVEMBER 16, 2022

Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex.

Books 10

Books Customer Success Chief Customer Officer B2B 10

Gainsight

OCTOBER 1, 2021

Operations are in perpetual motion, managing every activity of the daily business. Like the larger operations structure and motion, CS Ops had an overall construction based on the premise of cross-company alignment, resource management, and the main objective of keeping operations running daily. CS Ops Leadership.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 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. The use of business-focused KPIs, such as revenue and return on investment (ROI), as a way to measure customer experience is far lower in comparison.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Chief Customer Officer 59

Chief Customer Officer Return on Investment 2013 Customer Success 59

Alliance by IFS

MARCH 31, 2016

That’s because those efforts have a clear return on investment. That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. In many companies, innovation resources are targeted at new product development. That is where there is a shortfall.”.

Innovation 20

Innovation Chief Customer Officer Return on Investment Webinar 20

SmartKarrot

APRIL 21, 2022

The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CCO keeps the customer at the centre of all actions and strategies. The Chief financial officer must-.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CCO keeps the customer at the centre of all actions and strategies. The Chief financial officer must-.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots?

ROI 53

ROI Contact Center 2018 Social Media 53

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. And I think that’s something we can both agree with. Christopher: Yeah. Christopher: Yes absolutely.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Wootric

OCTOBER 7, 2020

Wootric, the CX management platform for maximizing customer lifetime value (CLV), has been recognized as a High Performer in the G2 Crowd Grid Report for Experience Management for Fall 2020. Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. And besides all this, you’re also a customer experience manager at ICE.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83