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

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. We’re at the tip of the iceberg of what this profession is going to be,” says Jones.

Customer Success 52

Customer Success Chief Customer Officer Innovation Customer Centricity 52

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer Roadmap Document 111

Customer Bliss

FEBRUARY 7, 2017

Karen Quintos is the EVP and CCO of Dell Technologies, which came about as the result of Dell and EMC merging, which created the world’s largest privately-held tech company. From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy.

Chief Customer Officer 161

Chief Customer Officer Leadership 2014 Metrics 161

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Chief customer officers are in a unique position to heavily influence or even own net dollar retention. Leverage your partner ecosystem.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 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

MARCH 22, 2018

From Chief Information Officer to Chief Customer Officer with Brian Lillie. Karen Quintos is the EVP and CCO of Dell Technologies. Create spaces that allow people to do things differently, and give people permission to think differently. scottdille #CX #CustExp Click To Tweet. CX Work is Truly Fulfilling.

Chief Customer Officer 129

Chief Customer Officer Culture Financial Leadership 129

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. Chief customer officers are in a unique position to heavily influence or even own net dollar retention. Leverage your partner ecosystem.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

ChurnZero

JANUARY 3, 2020

Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

2020 69

2020 Customer Success Net Promoter Score Chief Customer Officer 69

Gainsight

JUNE 21, 2022

NPS is a core measurement or method that most companies use to measure overall customer satisfaction. It shows not only customer health, but also loyalty. The Index revealed that 80% of companies track customer satisfaction via NPS surveys. Customer success is a growth engine for companies of every size. .”

2022 52

2022 Net Promoter Score NPS Return on Investment 52

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Customer Bliss

DECEMBER 6, 2018

C&W’s mission statement is, “serve customers with passion,” and he spent time building out what this could really mean for the employees. With the mission statement in mind, they determined the top seven drivers of NPS and customer satisfaction and built colorful icons to represent the different parts of the business.

Wireless 180

Wireless Telecommunications NPS Chief Customer Officer 180

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

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Audit CX projects and technologies Once you have decided on the need within your organization and built a business case you need to see what is already in place. Published on: June 17, 2016. What can be built on and what new solutions will you have to deploy?

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

ChurnZero

AUGUST 23, 2019

Out of 13 solution providers included in G2’s Summer 2019 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on execptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter int the Customer Success industry.

Customer Success 56

Customer Success Net Promoter Score Chief Customer Officer 2019 56

Eptica

MAY 30, 2018

That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. Companies in the UK with above average scores in the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) saw average revenue growth of 9.1% - laggards just 0.4%. -

Customer Experience 50

Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

ChurnZero

NOVEMBER 1, 2019

Out of 15 solution providers included in G2’s Fall 2019 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

Net Promoter Score 40

Net Promoter Score Chief Customer Officer 2019 2018 40

Maru Group

FEBRUARY 19, 2020

They want access to more energy-saving technology and renewable sources. As the appetite for energy-saving technology grows, utilities will need to expand their suite of solutions. This is largely due to the wealth of information available through digital technology on consumer values, behaviors, and motivations.

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

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

Tricia Morris

JUNE 19, 2015

Live chat pairs especially well with online self-service as it allows the customer to stay on the same platform and many times multitask during the interaction with the agent, saving the customer time. In numerous surveys, chat has received high marks for customer satisfaction. Give customers the information they want.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

Tricia Morris

NOVEMBER 6, 2015

Government customer service continues to be plagued by shrinking budgets and staff, and increasing media coverage when things go wrong. While many agencies have been improving when it comes to customer service and satisfaction, overall public perception according to the American Customer Satisfaction Index (ACSI), continues to decline.

Government 81

Government Customer Service Social Media Chief Customer Officer 81

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

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Culture 10

Culture Chief Customer Officer Net Promoter Score Customer Centricity 10

Think Customers

NOVEMBER 4, 2019

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.” Investment bank Morgan Stanley forecasts a 0.3

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. You don’t know why your customers churn.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss.

Books 71

Books Customer Service Culture E-support 71

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

SmartKarrot

JANUARY 5, 2022

Irit is an immaculate Customer Success Strategist who balances strategic thought-leadership with hands-on tactical management to create rapid results. She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

SmartKarrot

FEBRUARY 9, 2022

CSMs need to know the latest trends and hacks in customer success. With that, they can bring out a change in net retention rates or NRR, expansions, cross-sells, upsells, health scores , customer satisfaction scores , NPS, and so much more. You need to articulate why the customer success departments need the budget.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

Amity

JULY 28, 2014

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%). Improve customer satisfaction – (33%).

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

SmartKarrot

DECEMBER 24, 2020

Implementing a customer contact plan that keeps Arctic Shores close to its customers and provides opportunities to understand their changing needs, pain points and industry trends. Drive engagement & adoption and foster enthusiastic, passionate customers. Own customer satisfaction, retention, and expansion.

Customer Success 10

Customer Success Chief Customer Officer Customer Retention Culture 10

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When they don’t design around the customer it usually does not end well. Our customers see an increase in customer satisfaction, coupled with an increase in agent productivity.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. When they don’t design around the customer it usually does not end well. Our customers see an increase in customer satisfaction, coupled with an increase in agent productivity.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

SmartKarrot

MARCH 8, 2022

Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. She started building and leading teams at 25, and at just 27, she became the Vice President of Customer Success at an organization. She is the CEO of CSM Practise, an international customer success management consulting company. Kellie Capote.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. When you use your CS data to track buyer behavior, you can apply this valuable intelligence to increase customer satisfaction in a way that helps identify upsell or cross-sell opportunities.

Customer Success 94

Customer Success Chief Customer Officer Customer Centricity Sales 94