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. You need to understand what is going on in your customer base according to past predictors and current trends. People in finance become Product leaders.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Chief Customer Officer 2021 Webinar 87

Customer Bliss

MARCH 8, 2018

” “I definitely would say don’t ignore your internal detractors. Charlotte is passionate about the customer and describes her role as “representing the customer on the board”. ” “You do have hard days, but be confident.

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. With a clearer understanding of the role, the Renewal Manager can definitely focus on the whole process. .

Sales 59

Sales Net Promoter Score Chief Customer Officer Definition 59

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. How mature is your customer success strategy? Do you have a customer success team?

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Customer Success Chief Customer Officer Call Center Customers 72

SmartKarrot

OCTOBER 29, 2021

Definition of C-Suite. The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. But it becomes difficult to manage the accounts after a point in time when your customer base increases.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

ChurnZero

AUGUST 21, 2020

Help customers be agile: Customer Success will be increasingly defined by how much your product could adapt to customer’s changing requirements. Abby Hammer , Chief Customer Officer, ChurnZero. “I Bri Adams , Customer Success Team Lead, ChurnZero.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

Gainsight

JUNE 9, 2021

They also have to realize that customer success is a team sport that requires a coordinated effort between CS and Sales. There are definite plays, segmentation strategies with a growth mindset, and value frameworks that are the keys to expansion and NDR. Top Picks: Simplifying Customer Success.

Chief Customer Officer 52

Chief Customer Officer 2021 Customer Success Sales 52

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer Customer Centricity Social Media Customer Success 10

Amity

NOVEMBER 25, 2014

Amity: You were a pioneer in the Customer Success – how did you break ground? By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. We were in an emerging market and our customers weren’t really sure what to do with the product that was put in front of them.

Customer Success 48

Customer Success 2001 2005 Chief Customer Officer 48

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. I like to get things right. My employees would attest that I was maybe not the most patient person when COVID really hit hard enough.

2020 98

2020 Customers Communication Customer Success 98

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 7) Know & Respect Your CX Ecosystem.

2020 120

2020 Customer Experience Definition Metrics 120

Kustomer

SEPTEMBER 3, 2020

It’s about customer loyalty. So when you get to support, a traditional customer service environment, you can look at some of those KPIs around customer effort score. You definitely need some operational data in there that’s specific to a contact center or support environment. Chief Customer Officer 2.0

Marketing 52

Marketing Effort Score Metrics Loyalty 52

ChurnZero

OCTOBER 25, 2019

But definitely what I’ve found is that when people make those investments in this the business outcomes for their organization and not just the value, they get form their technology but throughout the entire adoption transformation effort it’s really astronomical and it can really pay for itself. Customer Success operations planning.

Webinar 49

Webinar Customer Success Customers Chief Customer Officer 49

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 7) Know & Respect Your CX Ecosystem.

Definition 90

Definition Metrics Customers Customer Experience Management 90

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Customer experience leadership takes a village.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

C Space

AUGUST 5, 2019

Fader uses a mathematical approach to help companies determine customer lifetime value (or, CLV) and use it to determine their “customer based corporate valuation.” You need crisp definitions, not just of the mathematical formulas but of these concepts and of these tactics. But it was always at arm’s length.

Marketing 61

Marketing Customer Centricity Net Promoter Score Books 61

ChurnZero

JUNE 17, 2022

Bree: Definitely. I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now. Bree: This is a holistic view.

Metrics 98

Metrics Definition Engagement Measurement 98

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

JUNE 17, 2022

Bree: Definitely. I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now. Bree: This is a holistic view.

Metrics 52

Metrics Definition Engagement Measurement 52

Amity

MARCH 24, 2016

At the moment, I am overseeing our customer base and the team globally, so it is a big job. How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer.

Customer Success 91

Customer Success Retail Chief Customer Officer E Commerce 91

Talkdesk

FEBRUARY 5, 2021

Merchants are getting smarter about leveraging each other’s customer bases for improved profits, but also improved customer experiences. When being on a shopping trip feels dangerous, the fewer stops you make customers take, the better. Think Sephora in Kohls and Ulta in Target. Omnichannel services .

2021 87

2021 E Commerce E-support Retail 87

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Q: How should you evaluate the effectiveness of a customer health score?

Insights 80

Insights Metrics Webinar Definition 80

ChurnZero

JUNE 3, 2022

I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over. I’m like what are you talking about?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over. I’m like what are you talking about?

Customer Success 52

Customer Success B2B Metrics Sales 52

Lumoa

APRIL 24, 2018

Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? blog linkedin twitter Why? blog linkedin twitter Why?

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

ChurnZero

JANUARY 13, 2023

Companies are gradually finding consensus around the need to create stronger governance around data access and data hygiene (this is still an emerging development in our opinion but definitely something to keep an optimistic eye on). They will then look to pivot how they engage customers to prioritize retaining customers in the short term.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Lumoa

JUNE 22, 2021

And it’s, it’s not only to, to put it on the paper so to say but you have to, you actually have to be the person willing to, without compromise, talk to customers case, wear the customer hat, to be the customers ally around the table when you discuss product development,strategy, cutting costs, you know.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83