Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 60

Chief Customer Officer Customer Success Call Center Customer Centricity 60

Customer Bliss

SEPTEMBER 13, 2018

In my recent vlog, Jeanne’s Daily Dose…Of Reality , I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team. Where were they gaining customers? Don’t Be Afraid to Create Multiple Journey Maps to Address Different Business Concerns.

Customer Journey Mapping 178

Customer Journey Mapping Customer Journey Leadership Customer Retention 178

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Have case studies that include the benefits of customer success. Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. How a client grew revenue?

Customer Success 18

Customer Success Chief Customer Officer Touchpoint Customer Retention 18

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

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. Customer happiness and product features won’t float the bill. . Abby Hammer , Chief Customer Officer , ChurnZero .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

CCO Council

NOVEMBER 21, 2019

Or the culture is one of Inertia , and deviation is punished. The first and easiest is to help identify the Ease of Doing Business Hotspots along the customer journey. Front-line employees often feel their customer’s pain acutely. Where can we engage employees in our efforts to increase Ease of Doing Business?

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

Gainsight

JUNE 23, 2022

Varying impact on sales and customer retention from issues in your client base or industry. Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important.

Financial 52

Financial Chief Customer Officer 2022 2008 52

SmartKarrot

MARCH 8, 2022

Her diverse yet unique skills include customer life cycle optimization from pre-sales. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. She has led several high-tech companies to build a customer-centric business culture.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

SmartKarrot

OCTOBER 27, 2020

Few direct benefits of having a roadmap are: Customer retention. When you are progressively showing that customers are proceeding towards their goal, they remain intact to your plan. They give them the confidence to proceed with the set of actions that are needed for customer retention. Operational efficiency.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). She is now Chief Customer Officer at ClearAction Continuum.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

FEBRUARY 11, 2022

But Michael finds many customer success leaders default to playing defense. “I I talk to customer success leaders and they’ll say things like ‘I have a new chief customer officer or a new CEO and I need to find out what they think about customer success,’” says Michael. That’s the wrong approach.”.

Customer Success 98

Customer Success Chief Customer Officer Customers Article 98

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. The best way to achieve this is to build a Customer Journey Map (CJM). Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119