TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Follow on LinkedIn. Follow on LinedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ClearAction

APRIL 13, 2023

The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Step-up and share CX insights with them in timely, actionable, collaborative ways.

Brands 62

Brands Chief Customer Officer Loyalty Programs 2023 62

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Build a profitable customer experience.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially. Reducing churn is at the forefront of all marketers’ minds.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journey Touchpoint 97

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Customer Centricity 81

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. The quick wins are not sufficient to remove the pebble in the customer’s shoe,” Hunsaker said. Learn more about developing a CX action plan and delver deeper into Hunsaker’s insight.

Chief Customer Officer 52

Chief Customer Officer Webinar ROI Customer Expectations 52

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Share customer insights with every department.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

CCO Council

MAY 28, 2014

Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to address root causes and begin rebuilding damaged customer relationships. Your job is to ensure that at every step someone is asking the question: how will this affect customers? Rebuild Damaged Trust.

Chief Customer Officer 81

Chief Customer Officer Management Customer Insights Call Center 81

SmartKarrot

JULY 15, 2022

Therefore, CCOs must be aware of the various customer journey mapping tools that can help optimize and streamline customer experiences as a whole. The Top 10 Customer Journey Mapping Tools for CCOs: 1. Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior.

Customer Journey Mapping 10

Customer Journey Mapping Chief Customer Officer Customer Journey User Experience 10

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journey Touchpoint 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Experience Investigators by 360Connext

MARCH 8, 2018

Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Here are five of the key tips and insights we discuss in the video above: 1. Marketing plays a role in customer experience (and vice versa.).

Marketing 125

Marketing Net Promoter Score Customer Journey Mapping Chief Customer Officer 125

ChurnZero

APRIL 14, 2023

Product and CS each have insight into one piece of the overall customer experience. Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. They don’t have shared product adoption or customer retention goals. It’s a tactical relationship.

Customer Success 52

Customer Success Net Promoter Score Chief Customer Officer Customer Retention 52

CCO Council

JUNE 3, 2014

Here are six essential components to a successful customer engagement strategy: Purpose In order to devise an effective strategy, you must first identify what you want engaged customers to do for you. Chief Customer Officer Customer Engagement Customer Insight Customer Loyalty Customer Retention'

Customer Engagement 81

Customer Engagement Engagement Chief Customer Officer Customer Retention 81

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 65

Brands Chief Customer Officer Contact Center Insights 65

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Standardizing Exceptional Experience.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

Webinar 52

Webinar Sales Chief Customer Officer Effort Score 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Description: The SaaS Revolution Show, brings you insights and tactics from the greatest SaaS minds in Europe and across the world. The SaaS Revolution Show.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about Community.

2022 52

2022 Chief Customer Officer Innovation Connections 52

ClearAction

MAY 29, 2016

Customers are just trying to get things done in their life and in their work. This is really important insight for everyone: User experience, or touch-point experience, is a subset of the end-to-end customer experience. The end-to-end customer experience is affected by the entire value chain across the company.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 40

Brands Chief Customer Officer Contact Center Insights 40

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 40

Brands Chief Customer Officer Contact Center Insights 40

Gainsight

DECEMBER 10, 2018

“In the Age of the Customer, CS teams have joined the ranks of Sales and Marketing in driving business growth by focusing on customer retention—more specifically, impact to net retention as a function of growth. What is a Customer Retention Rate and How do I Calculate It? Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Education Services Group

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero.

Consulting 89

Consulting Customer Success Chief Customer Officer Document 89

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Customers are just trying to get things done in their life and in their work.

Marketing 67

Marketing Customer Experience Chief Customer Officer Customer Experience Management 67

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

2020 98

2020 Blog 2021 Chief Customer Officer 98

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. I can safely reveal the following though.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Lumoa

JANUARY 19, 2023

Day in the life mapping is an excellent tool for visualizing a customer’s journey through their entire experience with a company. Decide When and How to Collect Data and Feedback Utilize your customer journey to its full potential by identifying the data you collect at each stage and determining what more information you need to gather.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Customer Bliss

AUGUST 28, 2020

Chelsie Rae Lee is the Chief Revenue and Customer Officer at Snacknation, a subscription-based snack company. So we actually took that insight and we now measure that as part of a survey have that type of experience. So for example, navigation of a VA Medical Center was very important.

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Customer Guru

DECEMBER 13, 2017

In one of our own research at Customer Guru conducted in 2015, almost one-third of respondents said that employees don’t have a clear understanding of what exceptional customer experience means. We shared these insights in our infographic below: Are these challenges still relevant today?

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Calabrio

JULY 26, 2017

Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge. That’s where the Chief Customer Officer (CCO) comes in. Focuses on financials (over customers) in quarterly reports.

Chief Customer Officer 49

Chief Customer Officer Competitive Advantage Leadership Customer Retention 49