Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

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SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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TechSee

MARCH 7, 2023

Hyper-focused on moving innovation and shareholder value forward, Kate leads with the strategic and go-to-market skills developed over 20 years as a growth-oriented B2B enterprise technology disruptor. Kate champions digital innovations that create the best customer experience and solutions.

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Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Aquisition was driving the focus of the sales team and operations, but he wanted to emphasize a strategy for retention.

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ChurnZero

DECEMBER 20, 2021

Speaker: Ryan Johansen, Director of Customer Success, AppDynamics. B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Lessons learned over the last year from those within the Customer Success community. Overview of the current B2B SaaS market and valuation drivers. What’s Next.

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Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

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Wootric

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. With their permission, we’re sharing some key findings here.

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Customer Bliss

NOVEMBER 8, 2018

Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .

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Gainsight

MAY 23, 2023

Nick Mehta, CEO of Gainsight, says: “What’s happening is, Customer Success is becoming company-wide. It’s a company-wide thing, because it also extends to sales and product. Many of our customers are basically going from, it’s a function, to, it’s a strategy.” It’s not just a team.

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ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth.

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Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. This can lead to key metrics getting re-contextualized in terms of marketing, or operations, or sales, or whatever the case may be.

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ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

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Customer Bliss

APRIL 20, 2016

Customer-Focused Organizational Decision-Making Begins With Connecting Silos. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. The company is driven forward by customer growth and loyalty, and that applies in B2B and B2C.

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Gainsight

JUNE 8, 2022

Although aerospace is different from business-to-business (B2B) SaaS, SpaceX did provide a fascinating experience that left a lasting impression. . After all, not all companies have reached a post-unicorn status and may lack the budget for a dedicated customer success enablement team. One that comes to mind is SpaceX.

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Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

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ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Surprise and Delight Your Customers.

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CCO Council

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. A recent McKinsey survey of 1,000 B2B decision makers said that approximately "86 percent of respondents said they prefer using self-service tools for reordering, rather than talking to a sales representative."

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Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.

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Telecommunications Chief Customer Officer Presentation NPS 141

Oracle

APRIL 19, 2018

B2B Online. Customer Relationship Management Conference (CRMC) 2018. — Sales 3.0 Gartner Sales and Marketing Summit. Sales Management Association’s Sales Force Productivity Conference. — Sales 3.0 — Forrester’s B2B Marketing and Sales 2018. InteropITX.

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Customer Guru

AUGUST 8, 2018

Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships.

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Customer Bliss

NOVEMBER 15, 2018

When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Customers received a fragmented experience that was the result of internal siloed work.

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Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

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Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. Sales and CS. Community As the New B2B Growth Lever. That couldn’t happen without impeccable leadership. And that is something worth celebrating!

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CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer.

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ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

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ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. Yet what happens after the initial sale isn’t always top of mind for most businesses.

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Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

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Oracle

JULY 16, 2019

Gartner Sales and Marketing Summit. The Customer Service Summit. Sales Management Association’s Sales Force Productivity Conference. Customer Contact West: A Frost & Sullivan Executive MindXchange. Chief Customer Officer Exchange. B2B Online 2020. August 26 – 28, 2019.

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Customer Bliss

AUGUST 15, 2019

Have you just become a C-Suite leader for your B2B organization’s customer experience? Given this experience, he made it his mission to empower his employees to create strong connections and provide valuable services to customers. Integrate his team: Francis understood that customer success doesn’t just come from post-sales.

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Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

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ChurnZero

DECEMBER 27, 2019

This post focuses on how to maximize the biggest sales quarter and close out the year strong, but these same strategies can be applied to make every quarter in 2020 your best on e yet. . How Best to Create a B2B Cus t omer Survey . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

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Gainsight

JUNE 21, 2022

So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? They are turning to existing customers for their stream of revenue. That is one of the key reasons the Index showed that 95% of B2B companies of all sizes prioritize customer success.

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ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

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ChurnZero

SEPTEMBER 9, 2019

ChurnZero Announces New CCO, CMO, and VP of Sales appointments to its leadership team. . ChurnZero, a real-time Customer Success platform, announced new appointments of to its leadership team: Abby Hammer as Chief Customer Officer, Hunter Montgomery as Chief Marketing Officer, and Jason Moore as VP of Sales.

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