Chief Customer Officer Measurement Presentation ROI 
Pointillist
MAY 19, 2020
By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? On average, high-performing teams apply this approach to 6.4 different ways. In fact, high performers are 9.7
CCO Council
NOVEMBER 2, 2017
CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. Why is this so low? And that’s a compelling argument.
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Gainsight
JUNE 11, 2021
The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.
Customer Guru
DECEMBER 13, 2017
In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The value of customer experience. I agree, computing an ROI for CX is not easy and it is not short-term for sure! What will I do?
Gainsight
APRIL 21, 2022
In 2020, Forrester presented some eye-opening results in a report titled “US Tech Budget Outlooks In A COVID-19 Recession.” Kellie Capote, Chief Customer Officer at Gainsight, weighed in on why companies were relying on the CS team to achieve goals in this area. The future value of a customer success program.
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
Customer Bliss
NOVEMBER 21, 2017
You need to understand the experience from the customer standpoint so you can make adjustments along the way. Once you learn how each area of the journey affects the overall process and how you can continue to drive that forward, develop appropriate KPIs in order to measure success. Tweet this.
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