Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. Annette Franz Follow @annettefranz.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. And… Scene.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

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

Customer Bliss

JULY 21, 2016

If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. This is what the idea comes down to: actions must be congruent with stated commitments to customer-centric growth. If you say “We love our customers!” Well, then … you don’t love customers.

Leadership 120

Leadership Chief Customer Officer Document Metrics 120

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. Regardless of what you call it or where it lives, you need to have a plan for how you will make your CX program an organization-wide, customer-centric initiative—and keep it that way.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

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.

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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

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.

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2020 Customer Success Chief Customer Officer ROI 80

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.,

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Chief Customer Officer Customer Centricity Consulting Loyalty 100

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

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Books Customer Service Customer Satisfaction Loyalty 85

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. 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.

Metrics 98

Metrics Definition Engagement Measurement 98

Amity

JULY 26, 2018

Top applicants who are aware of this change will notice when a company has a broad, unspecific idea of a customer success role in their job description. Applicants will assume the company isn't truly customer-centric and hasn't defined the department well enough. We love metrics! What kind of metrics do you use?

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Customer Success Chief Customer Officer Metrics Customers 65

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Currently, she is the Vice President of Customer Experience at Bugcrowd. Annette Franz.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. With that in mind, I offer the following observations and insights.

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Chief Customer Officer 2019 Customer Journey Mapping NPS 40

CX Journey

JANUARY 26, 2016

That's a true "what the hell is customer experience" culture. what would the customer say? what would the customer say?

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Customer Experience Chief Customer Officer Culture Definition 39

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. 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.

Metrics 52

Metrics Definition Engagement Measurement 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

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2020 Customer Experience Magazine Consulting 132

Customer Bliss

MARCH 16, 2016

I talked a bit about this in my book Chief Customer Officer 2.0 , but when discussing the idea of accountable leadership in terms of developing a customer-first, customer-obsessed culture, it all comes down to three major themes (which can further be broken down into a series of actions). All-hands meetings.

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Leadership Chief Customer Officer Culture Metrics 165

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

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

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Customer Journey Measurement 2020 Management 94

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. The biggest challenge is aligning the organization towards the goal of customer centricity.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Comm100

FEBRUARY 20, 2018

Happier agents are also more productive, which means that they can better achieve contact center metrics. Just remember that if you adopt a Chatbot you’ll have to adjust your metrics a bit, to reflect the time that it takes to solve just complex queries). Value in Customer Satisfaction. Chatbots can also be used for marketing.

ROI 52

ROI Contact Center 2018 Social Media 52