Natalie Petouhof

AUGUST 20, 2015

So getting personalization right not only makes the customer feel like you know them, you care about what they care about, but also you are paying attention. Of course this can be difficult with large customer bases. Customers buy from those who make it easy to buy from them and easy to find what they need and want.

ROI 69

ROI Loyalty Brands Customer Experience 69

Customer Bliss

DECEMBER 22, 2016

Although many executives and business leaders are likely to agree with this notion, very few have successfully harnessed this belief and elevated the strategic importance of the customer’s needs to great effect. With the proliferation of the influence of Customer Experience comes a floodgate into the marketplace of solutions.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

Lumoa

JUNE 30, 2022

There are a few common challenges when trying to make customer experience value visible across your company: Lack of good data Contact rate Competing priorities. Each of these challenges makes it harder for you to prove the ROI of customer experience and to sell other leaders on the importance of investing in CX.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people. .”

2024 52

2024 Customer Success Chief Customer Officer 2023 52

Gainsight

OCTOBER 19, 2021

Today, it’s imperative to prioritize the proper budget for Customer Success. As a CS leader you comprehend the essential value of CS, but how do you get executive leadership to agree and buy in? Here are some steps to ensure you get everything you need to build a well-resourced Customer Success team. What did it cost?

Customer Success 52

Customer Success ROI Metrics Presentation 52

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. Demonstrate the ROI to Increase Corporate Spend in CS and CS Ops teams.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

ClearAction

FEBRUARY 27, 2017

The upper two categories are the necessary threshold for customer experience management (CXM) return on investment (ROI). The lower 3 categories are akin to analysis paralysis: they are not respecting customers by making things better according to their feedback. Click To Tweet. This requires cross-functional collaboration.

Voice of Customer 71

Voice of Customer Workshop ROI 2016 71

West Monroe

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. For example, we recently worked with a marketing automation company that was bringing on new customers but struggled with retention.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

West Monroe

DECEMBER 6, 2022

With a massive rise of non-traditional challengers to banks, those which are not considering distributed banking strategies—comprised of open banking, BaaS, and embedded finance—will quickly fall behind in creating opportunities to connect with a younger customer base that’s quickly becoming the majority consumer.

Banking 52

Banking 2023 Financial ROI 52

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. The entire leadership team must be aligned, with nobody left behind. 8 Converting Customer Value , John A.

Management 69

Management Customer Experience Management Books Financial 69

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

West Monroe

JULY 30, 2023

Do we have an overconcentration of customer base in a given vertical industry segment? Whether there’s a budget set aside or room to dig internally to reallocate, the shift to customer centricity will prove a strong ROI in today’s market. Are there early warning cues to signal attrition or runoff?

Banking 52

Banking 2023 Multi-Channel Financial 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Outcomes : during the sales cycle, customers will outline specific goals they are trying to achieve with your solution.

Metrics 75

Metrics Customer Success Net Promoter Score E-support 75

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success E Commerce E-support ROI 19

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

NOVEMBER 21, 2022

Identify and implement new ways to improve the customer experience. Collaborate with sales and marketing to create and execute customer acquisition and retention plans. Provide leadership and guidance to the customer success team. Ensure that the customers are happy and get the most value from the products and services.

Customer Success 19

Customer Success Return on Investment NPS ROI 19

SmartKarrot

NOVEMBER 4, 2022

Maximize customer’s adoption, develop and measure success goals and address program roadblocks if presented. Build action plans to remediate churn risk, NPS feedback, and to increase reference-ability across the global customer base. Apply here: [link].

Customer Success 19

Customer Success Leadership ROI Metrics 19

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

InMoment XI

NOVEMBER 15, 2023

By leveraging customer experience analytics, not only can businesses stay ahead of the competition but also uncover valuable trends and patterns that can significantly impact their growth and market leadership. What is the ROI of Customer Experience Analytics? Who Needs Customer Experience Analytics?

Insights 324

Insights E Commerce Customer Experience E-support 324

SmartKarrot

JANUARY 13, 2023

Becoming a product expert – you know the organization, players, and their influence on success, and you can communicate ROI to various customer stakeholders. Manage, maintain and execute platform and customer SLAs, customer touchpoints and communications. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Touchpoint Customer Journey ROI 19

Amity

AUGUST 30, 2018

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. With so much of a company’s long-term success riding on retaining and expanding their current customer base, having both teams is a necessity.

Customer Success 67

Customer Success Management Fashion Leadership 67

Gainsight

OCTOBER 27, 2022

Join Gainsight’s Product Leadership for an inside look at the new features and capabilities that will disrupt the market and enable you to build a more unstoppable business with customer-led and product-led growth at the center. . Customer-Led Growth . CS Ops plays a critical part in demonstrating the ROI of CS.

Customer Success 52

Customer Success Roadmap Measurement ROI 52

SmartKarrot

APRIL 26, 2022

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Apollo GraphQL As a Director of Customer Success, you will lead and scale a world-class Customer Success organization. Partner with Product on aiding the development and growth of existing and new products for the customers.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

Customer Guru

AUGUST 21, 2018

She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. with the intent of helping business leaders and organizations in improving their company culture and aligning the employees and their products/services towards the customers’ needs. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

SmartKarrot

JULY 4, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal. Assist with training and customer enablement.

Customer Success 19

Customer Success ROI Metrics Customers 19

Amity

JANUARY 20, 2017

Customer Success is still a relatively young discipline, and as a result, leadership teams are often unsure about where it fits into their organization. With so much of a company’s long-term success riding on retaining and expanding their current customer base, having both teams is a necessity.

Customer Success 72

Customer Success Management Fashion Leadership 72

SmartKarrot

JUNE 30, 2022

Apply here: [link] Role: Director, Customer Success Location: Remote, United States Organization: ResMed As a Director of Customer Success, you will lead a team in managing customer relationships, driving customer ROI, and managing churn. Provide leadership to managers, supervisors, and/or professional roles.

Customer Success 19

Customer Success Roadmap Metrics ROI 19

Second to None

APRIL 4, 2018

This marketing tactic has an ROI of 3800 percent , making it a top method for retailers to improve customer conversion. How are retailers working to retain customers and maintain a loyal customer base? Here is where email marketing comes into play.

Retail 54

Retail 2017 2018 Voice of Customer 54

Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. of CSM time spent on proactive customer outreach, versus reactive.

Marketing 105

Marketing ROI Leadership Customer Success 105

Integrity Solutions

AUGUST 24, 2022

And are there specific sales training strategies behind that critical investment to help ensure its success and strong ROI? The introduction of new technology and tools, combined with a shift away from face-to-face and drop-in visits to tightly planned Zoom meetings, has permanently changed the selling landscape.

Sales 85

Sales Workshop Culture Leadership 85

ChurnZero

NOVEMBER 5, 2021

Keep in mind that if updates are made to your CRM, those changes can affect your Customer Success software setup. Lastly, you’ll want to regularly monitor your QA segments to ensure the quality of your data doesn’t fall below an acceptable threshold as your customer base grows. Measure the ROI of your Customer Success software.

Customer Success 52

Customer Success Net Promoter Score Return on Investment Measurement 52

ClientSuccess

APRIL 20, 2017

His career has been mostly about growing and driving adoption and measuring ROI of his customers. He believes if you do this, customers will inevitably grow. What is the ROI on this department?”. Eventually, Paul explained, Customer Success usually ends up owning more revenue than Sales.

Customer Success 40

Customer Success Net Promoter Score ROI B2B 40

Help Scout

JUNE 5, 2019

But ultimately, the real benefit of customer-centric marketing is a more profitable company with sustainable growth. McKinsey found that “companies with a customer-centric, data-driven marketing and sales platform improve marketing ROI by 15-20% or more.” Customer centricity is good for your company’s growth.

Customer Centricity 40

Customer Centricity Marketing Leadership Customers 40