Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. Episode Overview. About Brenda.

Chief Customer Officer 118

Chief Customer Officer Social Media 2011 Call Center 118

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jim Iyoob, Chief Customer Officer at Etech Global Services.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

AUGUST 30, 2023

. “Avaya carefully chooses partners based upon their innovation and ingenuity − adding the perfect elements and expertise to complete our solutions,” said John Lindsley, Vice President of North America Channel Sales, Avaya. “The State, Local, and Education sectors face unique challenges. .

Chief Customer Officer 52

Chief Customer Officer Contact Center Innovation Omnichannel 52

Alida

JULY 6, 2017

In my previous roles as chief customer officer, what kept me up at night was figuring out how to improve retention and scale elegantly, which was all about determining how to be more proactive, automated and smarter about understanding the customer and their journey. What does the CX organization look like? Who owns CX?

Measurement 113

Measurement Chief Customer Officer Customer Centricity Customer Journey 113

Alida

MARCH 10, 2017

The first step to linking CX programs to meaningful business KPIs is to have a detailed understanding of the historical relationship between customer satisfaction and profitability in your company. Lack of ownership. CX programs require strategy and leadership from the top.

Customer Experience 196

Customer Experience Net Promoter Score Chief Customer Officer Customer Centricity 196

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

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

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. This can lead to key metrics getting re-contextualized in terms of marketing, or operations, or sales, or whatever the case may be.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. Invest deeply in listening to your customers, both programmatically and personally, and design your solution with a target in mind. Implementing a Customer Success Strategy is a Cultural Transformation.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Learn how to measure value realization.

Measurement 52

Measurement Chief Customer Officer Definition Metrics 52

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. One persuasive technique is to compare expansion CAC to new customer CAC.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Being seen as a helpful and professional organization.

2021 111

2021 Social Media Call Center Chief Customer Officer 111

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

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

Education Services Group

NOVEMBER 8, 2021

More so, even, as businesses take on new challenges and refocus efforts on customer satisfaction and retention. As Customer Success enthusiasts, we think the evolution of CS is intertwined with the future of business. 55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year.

2021 52

2021 Leadership Customer Success Chief Customer Officer 52

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. In CS management, it’s clear that employee satisfaction can translate positively into customer satisfaction. It can quickly become evident that even smaller investments will have a large impact on retention and customer loyalty.

Customer Success 103

Customer Success Webinar Chief Customer Officer Leadership 103

Gainsight

JUNE 21, 2022

To accomplish this, your CSMs become the eyes and ears of your Sales arm, whether they close the deal or not. . With the apparent advantages of CS contributing to renewals and expansions, we were surprised that the Index revealed that 45% of companies make Customer Success responsible for renewals. The data turns into dollars.

2022 52

2022 Net Promoter Score NPS Return on Investment 52

ProProfs Chat

JUNE 30, 2020

Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Improve your operator’s ability to communicate well with your customers. Customer Service Books on Leadership.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Customer Success 56

Customer Success Chief Customer Officer Customer Retention 2017 56

Eptica

MAY 30, 2018

The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics Net Promoter Score NPS 52

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

ChurnZero

OCTOBER 30, 2020

Customer Success Compensation Catches Up to Sales. For a long time, Customer Success and Sales have been working together but not in equal footing,” says Mehta. “In In the next three to five years, compensation between Customer Success and Sales will become close to equal.”. It’s about onboarding.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

Gainsight

DECEMBER 2, 2019

The Right Financial Metric for Customer Success: Gross Retention or Net Retention? “If If you need more revenue, invest in Sales.” Webinars: Customer Retention Strategy Examples. Perfecting the Handoff Between Sales and Customer Success. Handoffs are such a critical part of the customer journey.

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Think Customers

NOVEMBER 4, 2019

auto sales are expected to be about 16.9 percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.”

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

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

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Don’t lose the customer along the way.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Maru Group

FEBRUARY 19, 2020

Electric vehicle sales increased by 81% in the US from 2017 to 2018. Private company partnerships are necessary for utility providers to remain relevant and deliver on customer satisfaction. Consumer expectations are driving the future of the industry. They want access to more energy-saving technology and renewable sources.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

ChurnZero

MAY 29, 2020

It’s the amount of revenue your business will make from a customer over their average lifetime as a customer. Why it matters: Your ratio of CLTV to customer acquisition cost (CAC) tells you how profitable a customer will be over their lifetime compared against the marketing and sales costs spent to acquire them.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Definition 64

CSM Magazine

DECEMBER 20, 2016

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. Challenge 1: Who should govern customer experience management?

Customer Experience 40

Customer Experience Government Chief Customer Officer 2016 40

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. Countless Chief Customer Officers have failed because they cannot communicate their vision and convince employees to come with them on their change journey.

Chief Customer Officer 52

Chief Customer Officer Engagement Airlines Employee Experience 52

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.

Customer Success 18

Customer Success Chief Customer Officer Metrics Customer Satisfaction 18

ChurnZero

AUGUST 11, 2020

I’ve had a few situations where the person was more interested in the sale than truly helping me find the right solution. To increase customer retention in the next wave, train your Customer Success team to listen to what the customer says they need to find the right solution for them. I’m sure you have too.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

Amity

MAY 22, 2016

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%). Improve customer satisfaction – (33%). A number of CEOs have walked in the shoes of their customers.

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

SmartKarrot

DECEMBER 12, 2023

Bhumika sheds light on the common amalgamation of Customer Support with Customer Success, often resulting in a unified Customer Experience function. She warns against misinterpreting roles, as customer support tends to be more reactive, while customer success requires a proactive approach.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10