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

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

2018 40

2018 Chief Customer Officer Return on Investment ROI 40

SmartKarrot

DECEMBER 4, 2020

Any business function that you deploy towards your business goals must be measurable and generate returns. Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. Importance of measuring customer success ROI. Identifying gaps.

ROI 10

ROI Measurement Customer Success Return on Investment 10

Kayako

OCTOBER 23, 2017

Assign accountability for a customer feedback loop. Accountability means you’re measured on and responsible for results. I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Close the loop on customer feedback.

Feedback 54

Feedback E-support Net Promoter Score Metrics 54

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Kerry Bodine CEO Bodine & Co.

Customer Journey 89

Customer Journey Measurement Management NPS 89

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. M – Measurable.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Ian Williams

MARCH 19, 2020

So, in regulated sectors, the customer is part of the agenda. And therefore the satisfaction scores are measured and performance bonuses are rewarded to organisations that excel and penalties are given to those who do not deliver. What the organisation is measuring. Do it towards the end. That’s just a vanity exercise.

Leadership 52

Leadership Consulting Financial Customer Experience 52