ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

Chief Customer Officer 98

Chief Customer Officer Customer Success Feedback Customers 98

Gainsight

FEBRUARY 12, 2019

I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). Map out the key personas at your customers. Influencers – CIO/IT, Operations.

Chief Customer Officer 81

Chief Customer Officer Document Reference Measurement 81

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The Effortless Experience dives into the CX world, debunking myths about the industry like the emphasis on dazzling and delighting customers over making things easy on them.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. That’s not the case.

2019 82

2019 Customer Experience Insurance Retail 82

ChurnZero

FEBRUARY 17, 2022

can start by acknowledging that change is hard and then grow from there. CSMs have had to improvise and manage without purpose-built tools for well over a decade. The same principle applies for mastering your new Customer Success software at your own company. This is also decent life advice but let’s save that for another day.).

Customer Success 98

Customer Success Chief Customer Officer Customers Leadership 98

Kustomer

SEPTEMBER 3, 2020

Nate is also the Chief Experience Officer at Officium Labs , a company dedicated to decentralizing wealth by investing in high quality CX products and concepts. Gabe and Nate provide valuable insights on change management and how companies can evolve and thrive in the new market. The Need for a CX Change Coalition.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

ChurnZero

FEBRUARY 17, 2022

can start by acknowledging that change is hard and then grow from there. CSMs have had to improvise and manage without purpose-built tools for well over a decade. The same principle applies for mastering your new Customer Success software at your own company. This is also decent life advice but let’s save that for another day.)

Customer Success 52

Customer Success Chief Customer Officer Customers Leadership 52