Gainsight

MARCH 7, 2022

It’s important to] have a structured feedback process for product roadmap and development, as well ongoing feedback for improvements for increasing adoption and value,” said Toolika Kapur, a Global Vice President of Transitions & Empowerment Programs. . But the end goal remains the same: providing a better experience for customers. .

Customer Success 103

Customer Success Roadmap Chief Customer Officer Feedback 103

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

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? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

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

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. Well, were they ever engaged?

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

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

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Every Wednesday we her how the world’s fastest growing companies are tackling churn and using retention and engagement to fuel their growth. Customer Success Around the Web.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

CCO Council

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. I've created a comprehensive digital assessment that benchmarks against the world's leading companies in six critical dimensions and gives you a prioritized roadmap going forward.

Chief Customer Officer 40

Chief Customer Officer B2C B2B Roadmap 40

Eptica

JUNE 17, 2016

For example, CSAT scores show customer satisfaction while Net Promoter links to advocacy and brand reputation. Build a roadmap and pick a start point Companies are at different stages of customer experience maturity , meaning that no two organizations will start in the same position. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Wootric

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Episode Overview.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

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

Gainsight

APRIL 14, 2022

But most companies have their CS Ops lead reporting to the CS leadership—Chief Customer Officer, VP of Customer Success—the COO or the CRO. . Here are some of the core functions and roles your CS Ops team will take on to help scale your org: Plan the roadmap for your CS practice. Where Do I Learn More about CS Ops?

Chief Customer Officer 52

Chief Customer Officer Leadership Customer Success Roadmap 52

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

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Jay Nathan , Founder & Managing Partner, Customer Imperative . CS brings focus to their purpose. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

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

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

SmartKarrot

DECEMBER 12, 2023

Bhumika acknowledges a shift in focus as businesses recognize the importance of customer retention in the face of a challenging market. With a significant increase in demand for Customer Success roles, Bhumika notes the rise of Chief Customer Officer (CCO) and VP of Customer Success positions.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. We then present a proposed roadmap of tactics that will help drive the overall strategy forward. Question 3.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Gainsight

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. I need to scale.”. But perhaps it would be worth our time to ask, “Why?” Do you want to scale?

Chief Customer Officer 51

Chief Customer Officer Customer Success Roadmap Definition 51

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

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. On the other hand, I’m absorbing, distilling and outputting tales of the great digital adventure we are collectively engaged in. The decision to judge an entire customer interaction as a failure is based on cast iron, tick box logic.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

CX Journey

NOVEMBER 6, 2014

Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Don’t wait for bandwidth emergencies to engage a vendor. How engaged with your customer experience initiatives are your colleagues across functions?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Customer Service Culture. Creating Customer Loyalty. Loyalty 3.0:

Books 71

Books Customer Service Culture E-support 71

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! It’s pretty clear.

Management 52

Management Customer Success 2013 Metrics 52

SmartKarrot

OCTOBER 7, 2020

The mid-level roles are of a customer success leader while the higher roles are of a director or VP of customer success along with Chief customer officer as the highest role in this team. 2 Identify Customer’s Goals. Next comes the need of identifying your customer’s goals. 4 Select Right Metrics.

Customer Success 10

Customer Success Roadmap Net Promoter Score Chief Customer Officer 10

SmartKarrot

FEBRUARY 2, 2021

Hence, a customer success leader is appointed in a company to supervise the growing number of CSMs. CSLs get involved to enhance the data-driven engagement of the clients through their CSMs. They have more rights to visibility into each CSM through a customer success platform. Chief Customer Officer.

Customer Success 8

Customer Success Chief Customer Officer Sales Customers 8

ChurnZero

AUGUST 23, 2019

During the webcast we conducted three audience polls to get a gauge on where attendees were in terms of their Customer Success operations today. We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. . Q&A Recap.

NPS 40

NPS Customer Success Sales Metrics 40

Gainsight

MAY 10, 2021

He and the Delphix leadership team were tasked with defining and implementing a five-year roadmap to achieve world-class customer success. The foundations and roadmap they developed were solid, scalable, and able to handle the incredibly rapid growth their CS organization was predicted to achieve. What’s in a name?

2021 52

2021 Chief Customer Officer Travel Roadmap 52

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

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2020 Customer Experience Magazine Consulting 132