Alida

MAY 10, 2016

In 1984, as I lead the customer experience strategy at Lands’ End, I helped map the company’s customer journey and identify 267 touchpoints, narrowing that list down to the key 15 that were most critical to our customers. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0:

Chief Customer Officer 150

Chief Customer Officer Customer Experience Social Media Return on Investment 150

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

Alida

JULY 6, 2017

For concrete ideas on how companies can scale their CX programs, we recently sat down with Kia Puhm , a Toronto-based executive with over 22 years of experience in customer success, marketing and software engineering. Puhm’s leadership experience includes stints at Oracle, Eloqua and Adobe. She is now the principal of K!A

Measurement 113

Measurement Chief Customer Officer Customer Centricity Customer Journey 113

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Francis had to think about how to improve the experience for customers based on his experience.

Customer Relationships 111

Customer Relationships Banking Chief Customer Officer Leadership 111

West Monroe

NOVEMBER 7, 2021

The current environment brings unprecedented complexity, including a rapidly changing competitive landscape fueled by mergers and acquisitions and a war for the talent necessary to drive innovation and service leadership. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. As a CS Ops manager or administrator, you will have to be informed to recommend and determine the timing and content of touchpoints for CSMs along the customer journey.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

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Chief Customer Officer Customer Centricity Metrics Sales 94

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). . $6M

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Customer Success Touchpoint Chief Customer Officer Customers 90

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

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. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Amity

MAY 22, 2016

Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping. Customer success doesn’t just happen. You don’t have executive buy-in.

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

Kustomer

SEPTEMBER 3, 2020

And what happens more often is that the chief– the experience leader is coming in and everybody gets territorial, or a lot of people get territorial, and they end up not getting to have control or meaningful responsibility across the end to end customer journey. Or is our customer base in a state of decline?

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Amity

JULY 28, 2014

Do a quick Google search on “customer success management” or “customer experience management” – here is a great example of a search result that contains the steps to doing customer journey mapping. . Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

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Customer Success Chief Customer Officer 2021 Sports 126

SmartKarrot

OCTOBER 27, 2020

The best time to build such a roadmap is the beginning of your relationship with customers. You have to take into account every phase of the customer journey. Although the roadmap is quite aligned with the customer journey, it shows the set of actions and your planning for each stage. Choosing the right metrics.

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Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

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Customer Success Management Chief Customer Officer Leadership 98

Gainsight

JUNE 4, 2019

This organization had to demonstrate that they’re not only successfully navigating their own customer success journey, but they’re raising the bar for us all. Being human-first means showing uncompromising dedication to making a positive impact on your community, customer base, and company.

2019 8

2019 Chief Customer Officer Innovation Customer Success 8

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

Leadership 52

Leadership Consulting Financial Customer Experience 52

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

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Consulting Customer Success Chief Customer Officer Document 89

ChurnZero

APRIL 13, 2020

ChurnZero, a real-time Customer Success platform, announces a partnership with Customer Success as a Service® provider, ESG, to offer a Digital Customer Success Starter Pack to their customer base. The ESG Digital Customer Success Starter Pack includes: One-hour digital Customer Success maturity assessment.

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Consulting Customer Success Chief Customer Officer Document 98

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Webinar 49

Webinar Chief Customer Officer Airlines Customer Service 49

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now. It is all automated.

Metrics 98

Metrics Definition Engagement Measurement 98

West Monroe

JANUARY 24, 2022

Distributed architectures, edge computing, and new regulations, mean cyberthreats and privacy will demand vigilant investment and oversight in 2022 and beyond—no matter what other pressuring concerns require leadership attention. Chapter 1: Revenue optimization moves to the forefront.

2022 40

2022 B2B Chief Customer Officer Financial 40

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now. It is all automated.

Metrics 52

Metrics Definition Engagement Measurement 52

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

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NPS Net Promoter Score Metrics Effort Score 135

Lumoa

JUNE 22, 2021

Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83