CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. How do you measure engagement and how do you demonstrate that correlation?

Customer Engagement 81

Customer Engagement Engagement Chief Customer Officer Customer Retention 81

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? Transactional companies typically measure return frequency and average spend per visit.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer E-support Events 52

CCO Council

MAY 13, 2014

For many companies the annual value of these computations are significant and become even more so when extrapolated over the average lifetime of a customer. Similarly, the cost of dissatisfied customers can be computed to measure the cost of status quo. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Tricia Morris

MAY 11, 2015

Customer empowerment is changing the way brands and organizations think about customer service -from smartphones putting all major service channels in the palms of consumers’ hands 24 hours a day/seven days a week, to social media providing customers with a megaphone for asking questions, voicing complaints or expressing delight.

Interaction 95

Interaction Measurement Customer Service Chief Customer Officer 95

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

Customer Bliss

DECEMBER 12, 2017

Understand the CEO’s priorities and what KPIs he wants the CCO to measure and achieve. Year 4 and 5: Put together a CRM team and by then, the analytics teams were there, which increased customer data mining. Now Isabella’s team is more proactive in using data, understanding customer engagement, and solving problems that erode value.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

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

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 Success Around the Web.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. In customer success, content is core.

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Centricity 48

Education Services Group

APRIL 16, 2021

What do you gain when you have this 360-degree view of your Customer Success maturity? Well, we’ve already mentioned performance benchmarking – your ability to measure your CS abilities against other businesses like yours. Customer Success is also notoriously difficult to track via hard revenue numbers.

Customer Success 52

Customer Success Chief Customer Officer Metrics Competitive Advantage 52

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Customer Success 52

Customer Success Chief Customer Officer Customer Relationship Management Customer Relationships 52

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. Consumers are not only influenced by engagement, they desire engagement.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

Technology 65

Technology Net Promoter Score Chief Customer Officer 2016 65

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

CSM Practice

OCTOBER 10, 2018

Measuring Your Team’s Health. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. Relationship: Your customer engagement model.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. How they reached this level of customer engagement .

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

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

Eptica

MAY 11, 2017

Author: Olivier Njamfa This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.

Customer Experience 51

Customer Experience 2017 Chief Customer Officer Events 51

CCO Council

NOVEMBER 21, 2019

” Like Jeb found at Oracle, we need to provide opportunities to connect employees with customers and direct their intrinsic desire to serve customers. Engaging Employees in your Ease of Doing Business Efforts. The greatest strategies and action plans are useless without engaged employees.

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As a mathematician, I developed a framework with eight ( 8 ) pillars, which I use to detect weak points, define new strategic goals , enhance the team, tune the customer engagement process and optimize the technology landscape. Resources: Resources that you provide for your customer’s success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CCO Council

SEPTEMBER 23, 2019

The World Bank measures Ease of Doing Business for 190 countries , based on detailed characteristics including how hard it is to start a new business, labor market regulations, dealing with construction permits, getting electricity, registering property, getting credit, trading across borders, paying taxes, and enforcing contracts.

Chief Customer Officer 40

Chief Customer Officer Banking 2019 Financial 40

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. VP of customer success.

Customer Success 18

Customer Success Chief Customer Officer Metrics Customer Satisfaction 18

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . And we’ve identified, you know, the ratio of who’s working with the customer when, to create that seamless experience.

Webinar 52

Webinar CEM Customer Success Chief Customer Officer 52

ChurnZero

DECEMBER 2, 2021

Jay Nathan , Chief Customer Officer, Higher Logic. Customer Success Around the Web. Measuring Success in Customer Growth and Renewal – Learn what the new north star KPIs for customer growth are. Product Engagement Score: A More Accurate Predictor of Churn Than NPS? Software vendors want in.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. VP of customer success.

Customer Success 10

Customer Success Chief Customer Officer Metrics Customer Satisfaction 10

ChurnZero

AUGUST 21, 2020

Abby Hammer , Chief Customer Officer, ChurnZero. “I I predict that in the next year Customer Success and Product will escalate their battle over customer engagement within their application. I believe significant mileage can be achieved by building customer advocates.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

ChurnZero

JANUARY 4, 2019

Customers will be tired of managing an overwhelming number of subscriptions, and as a result, Customer Success teams need to focus even more on customer engagement and demonstrating value. If we’re not at peak SaaS, we’re probably close to it. A CX Consulting. Such days are waning.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

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

Chattermill

MAY 12, 2019

The Customer Experience Book: How to Design, Measure and Improve Customer Experience in Your Business by Alan Pennington. The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns. by Jeanne Bliss.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

ChurnZero

MAY 1, 2020

They summarize McCormack’s case: “From an early age, we’re taught to measure our success on word counts and page lengths. For instance, let’s say you were selling Customer Success software to your C-Suite. You may focus on how software automation increases the team’s bandwidth to provide targeted one-to-one customer outreach.

Presentation 53

Presentation E-support Chief Customer Officer Article 53

ChurnZero

JANUARY 4, 2019

Customers will be tired of managing an overwhelming number of subscriptions, and as a result, Customer Success teams need to focus even more on customer engagement and demonstrating value. If we’re not at peak SaaS, we’re probably close to it. A CX Consulting. Such days are waning.

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Kerry Bodine CEO Bodine & Co.

Customer Journey 89

Customer Journey Measurement Management NPS 89