About Heather Timney

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So far Heather Timney has created 60 blog entries.
21 July, 2021

Fireside Chat – ChurnZero

By |2021-07-21T06:37:58-07:00July 21st, 2021|Categories: Customer Success|Tags: |

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what's coming up in the Customer Success industry with Abby Hammer, Chief Customer Officer with ChurnZero. ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. Its software [...]

10 June, 2021

Do B2B Customer Referral Programs Work?

By |2021-06-10T10:15:42-07:00June 10th, 2021|Categories: Customer Experience|

Skim your inbox today and you might find a message from a company that does business with you asking for help in the form of a referral request. This is because there are so many benefits of generating leads from existing customers, not the least of which is that it can significantly bolster sales results. [...]

26 February, 2021

Top 10 Reasons You Should Adopt Employee Net Promoter Score

By |2021-02-26T13:09:13-07:00February 26th, 2021|Categories: Net Promoter Score|Tags: , |

Winning in the marketplace starts with winning in the workplace. So, when employee satisfaction is high, it pays dividends. If you want to leverage and capitalize on the benefits of an engaged workforce, read on. We’re sharing why the straightforward measurement tool, Employee Net Promoter Score (eNPS), is a “must” measure metric for your organization. [...]

20 January, 2021

How Do You Get a Competitive Edge Over a Rival Business?

By |2021-01-20T18:17:46-07:00January 20th, 2021|Categories: Sales Effectiveness|

It’s the start of another sales meeting and you can already tell the news won’t be positive. With revenue for the quarter still shy of targets, you ask the group for an update on their pipeline. The first sales rep begins by sharing how their best opportunity to close this month has fallen through. Another [...]

1 December, 2020

Does Company Culture Affect Customer Satisfaction?

By |2020-12-01T10:40:04-07:00December 1st, 2020|Categories: Company Culture|Tags: |

More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. In this installment on CX best practices, Evan [...]

12 November, 2020

How do you measure customer health?

By |2020-11-12T10:43:16-07:00November 12th, 2020|Categories: Customer Success|Tags: |

When calculating your customer health score, what approach does your organization take? Many companies rely on signals and data from product usage, support tickets, or Net Promoter Score to paint a picture of customer health. Are you also considering customer feedback when determining customer health scores? In this installment on CX best practices, Evan Klein, [...]

2 November, 2020

How Useful is Net Negative Churn

By |2020-11-02T14:18:20-07:00November 2nd, 2020|Categories: Customer Experience|Tags: |

Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations. Venture capital and private equity firms are particularly interested in expansion revenue as a means of growth and are paying close attention to a company’s Net Negative [...]

29 September, 2020

Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?

By |2020-09-29T11:07:36-07:00September 29th, 2020|Categories: Customer Experience|Tags: |

When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of measuring overall satisfaction? To answer this question, I sat down with Steve Bernstein, CEO and Founder of Waypoint, and Evan Klein, Founder and President of [...]

21 September, 2020

Should All Customer Feedback Be Considered Equal?

By |2020-09-21T14:33:23-07:00September 21st, 2020|Categories: Customer Experience|

Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization. But with different customer personas (decision-maker, end-user), should all customer feedback be considered [...]

8 September, 2020

Why Customer Experience is Important to Marketing

By |2020-09-08T19:38:22-07:00September 8th, 2020|Categories: Customer Experience|

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty. And marketing is taking the baton by gathering actionable insight through a range of [...]

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