ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. And it will make it easier to build strong relationships and a strong culture of customer centricity. How many different ideal customers (personas) we have? In This Article: Preliminary Steps 1.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

CSM Magazine

NOVEMBER 6, 2016

Most business leaders acknowledge the potential for customer service to drive long-term revenue through improving customer retention and repeat business. Customer loyalty opinion leader, Fred Reicheld, proved the significance of this in customer retention terms some years ago and it still holds strong today.

Financial 55

Financial Chief Customer Officer Net Promoter Score 2006 55

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

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

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

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

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

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Wootric

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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. Annette Franz is the Founder and CEO of CX Journey Inc. Anika Zubair. Anita Toth.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

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

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. Companies need to be agile in meeting customer needs for personalization #customersuccess [Tweet this!]. Standardizing Exceptional Experience.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business.

Chief Customer Officer 52

Chief Customer Officer Customer Centricity Social Media Leadership 52

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. 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

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

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

2020 132

2020 Customer Experience Magazine Consulting 132

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection.

Customer Success 93

Customer Success Chief Customer Officer Customer Centricity Sales 93

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. Only 3% of those who have not yet adopted a journey-based approach said it was due to not seeing the need or value of a journey-based approach.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

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

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole. Common Beliefs.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey B2B Chief Customer Officer 52

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. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle.

Metrics 98

Metrics Definition Engagement Measurement 98

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. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle.

Metrics 52

Metrics Definition Engagement Measurement 52

CCO Council

OCTOBER 14, 2019

We’ve watched businesses attempt to become customer-centric for the past decade. to learn what they did to shape customer strategy. Based on these interviews and our own experiences, Jeb Dasteel, former chief customer officer of Oracle, and I have developed a Customer Performance Framework.

Chief Customer Officer 40

Chief Customer Officer Metrics Touchpoint Measurement 40