Wootric

MARCH 15, 2020

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. We offered to work out a plan to enable her to continue to get customer feedback during this critical time. .”

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Gainsight

MARCH 15, 2022

How is your product team incentivized or aligned to take feedback from the CS team? I’d ask a company to walk me through an example where feedback from the CS team resulted in a significant change to the product or a process—what was it and what was the impact,” said Tim Frietas, experienced product nerd (his description, not ours!).

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The goal is real feedback on processes from both customers and employees (external and internal).

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Customer Bliss

NOVEMBER 15, 2018

Samantha says: Customer experience isn’t about just coming up with personas and the needs by persona; I wish I had known that sooner. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start. Thanks so much to Customervillle !

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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. And the key to that?

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt. Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

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. It’s all about telling stories and getting customer feedback. 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. They were missing the ability to gather the ultimate feedback on customer relationships.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

Customer Bliss

AUGUST 15, 2019

So he took the product training courses that customers initially go through, in order to understand the experience from their POV. People: How are customers trained? He wanted a better understanding of what was done for the development of the product roadmap and how customer issues were handled.

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

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

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 . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

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.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

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? Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support?

Hotels 68

Hotels Consulting Culture Chief Customer Officer 68

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. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Maybe we will see Chief Customer Officer roles being created in the not too distant future. Still not the first words that trip of the tongue when you hear feedback about a call centre experiences. So that’s it.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

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!

Management 52

Management Customer Success 2013 Metrics 52

ChurnZero

JULY 2, 2021

You agree to more one-off product enhancements and take on more custom work. But SaaS companies can get majorly derailed when they deviate too far too often from their product roadmap. It’s also worth mentioning that investors will carefully analyze your customer concentration. Customer Success Around the Web.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

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

Qualtrics

FEBRUARY 6, 2019

Design a data-driven product roadmap. Gather and measure feedback at every stage of development. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Mind the Product San Francisco.

2019 33

2019 Management Workshop 2018 33

Kustomer

AUGUST 19, 2021

Not only does it give up to date scores for how customers view their interactions with the brand, but it also gives current and authentic feedback for new product launches. This is just another way you can be a hero for your customers. I ran the support functions, all of the customer facing functions. I love that.

Culture 98

Culture Chief Customer Officer NPS B2B 98

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? Another capability is the Roadmap & Strategy function. What is your WD-40?

Chief Customer Officer 40

Chief Customer Officer Effort Score Metrics Workshop 40

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Wootric

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Experience management platforms help businesses bridge the gap between the experiences they believe they are delivering to customers and the experiences customers are actually receiving.

ROI 52

ROI 2020 Net Promoter Score Return on Investment 52