Chief Customer Officer Customer Retention Net Promoter Score NPS 
ChurnZero
JANUARY 18, 2024
The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.
CustomerSuccessBox
MARCH 21, 2022
Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. The traits needed in a chief customer officer.
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Experience Investigators by 360Connext
OCTOBER 17, 2023
I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.
Experience Investigators by 360Connext
MARCH 8, 2018
A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”
Lumoa
JANUARY 19, 2023
This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.
Customer Bliss
AUGUST 9, 2018
Posters are placed around the room to explain what the customer experience is and how to look at the three pillars of value, ease, and delight. A display of how everything is measured (Net promoter score). Customer Room is open for a week during each quarter, anybody can come and go as they please. How is it used?
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. How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback.
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