Customer Bliss

JANUARY 17, 2020

And when he retired, a line of people 3 blocks long stood to say goodbye to him — what he didn’t get in financial prosperity, he got back in many, many more important versions of prosperity. Are you a part of the story of your customers' lives? Will they remember you fondly for years after they've interacted with you?

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Chief Customer Officer Banking ROI Blog 327

OpinionLab

FEBRUARY 27, 2017

We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. However, these roles do not exist in many financial services organizations. Learning 2: Just over half have not seen measured success for a CX initiative.

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Financial Chief Customer Officer Feedback Omnichannel 68

CSM Magazine

NOVEMBER 6, 2016

With business leaders paying more and more attention to the customer experience, eradicating weak links will be a key focus for the new wave of ‘Customer Service Officers’ and ‘Chief Customer Officers’ that are entering boardrooms around the world.

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Financial Chief Customer Officer Net Promoter Score 2006 55

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! They developed customer obsession priorities to understand how these actions can be tied to financial success. Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

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Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. You can’t measure it. Q&A Recap.

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Webinar Sales Chief Customer Officer Effort Score 52

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Transforming CX in Financial Services, with Claudiu Coltea. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

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Chief Customer Officer Culture Financial Leadership 129

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.

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Customer Service Chief Customer Officer ROI Social Media 52

Customer Bliss

DECEMBER 12, 2017

How do you drive transformation in the highly regulated financial industry? Understand the CEO’s priorities and what KPIs he wants the CCO to measure and achieve. Ms Lau has over 20 years’ experience in general management, sales and marketing management in the financial-services industry. About Isabella Lau.

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Leadership Marketing Customer Experience Chief Customer Officer 0

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Length of time as a customer. Last touch (i.e.,

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Customer Success Net Promoter Score Chief Customer Officer Leadership 97

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.”

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Customer Bliss

OCTOBER 17, 2018

You’ll hear from Brian Lilie , CCO and Head of Technology at Equinix , the world’s largest IBX data center & colocation provider, and Isabella Lau , CCO and CMO at Manulife , a Canadian multinational insurance company and financial services provider. With this new focus, the CFO began to think of and view customers in a new way.

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Chief Customer Officer Metrics Leadership Insurance 131

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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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.

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2023 Customer Success Chief Customer Officer 2022 52

Wootric

MARCH 15, 2020

Financial markets are sliding, a pandemic is spreading around the world, schools are closing, businesses are moving to remote work if they can, and every company is scrambling to respond to quickly changing circumstances. Learn how Wootric can help you measure and improve customer experience. We’re all in this together.

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E Commerce E-support Chief Customer Officer Loyalty 125

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer 2019 Customer Success Leadership 53

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business.

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Chief Customer Officer Leadership ROI Webinar 40

Education Services Group

APRIL 16, 2021

What do you gain when you have this 360-degree view of your Customer Success maturity? Well, we’ve already mentioned performance benchmarking – your ability to measure your CS abilities against other businesses like yours. Customer Success is also notoriously difficult to track via hard revenue numbers. It’s not just me, right?

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Customer Success Chief Customer Officer Metrics Competitive Advantage 52

Help Scout

APRIL 29, 2021

The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom. Business owners and executives have the largest impact on a company’s culture through their ability to shape policy, direction, and financial investment. Report on customer service metrics to your board.

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Culture Customer Service Customer Centricity Chief Customer Officer 139

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?

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Chief Customer Officer Metrics Net Promoter Score NPS 52

ChurnZero

FEBRUARY 23, 2023

Seven ways to improve customer retention and loyalty Macroeconomic factors are another example of when you might be better served by shifting your company’s focus to customer retention and loyalty. As ChurnZero CEO You Mon Tsang , wrote in Forbes : “A downturn can drastically shift your customers’ financial and strategic priorities.

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Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

Seven ways to improve customer retention and loyalty Macroeconomic factors are another example of when you might be better served by shifting your company’s focus to customer retention and loyalty. As ChurnZero CEO You Mon Tsang , wrote in Forbes : “A downturn can drastically shift your customers’ financial and strategic priorities.

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Management Customer Retention Net Promoter Score Loyalty 52

Eptica

MAY 30, 2018

The growing CEO focus on CX As Thompson explained, senior management clearly understands the importance of CX – 67% of companies say they now compete mostly or completely on their customer experience. So, how can brands deliver the customer experience that consumers require? This will rise to 81% in just two years.

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Customer Experience 2018 Chief Customer Officer Customer Journey Mapping 50

Gainsight

MARCH 9, 2020

Ruben: Early in the advent of this new category and profession, the primary metrics that CS teams were being measured on were Retention (primarily Gross Retention) and NPS. are you having business reviews every quarter, are you training the customer every six months, etc.). Click here to check it out! ].

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Chief Customer Officer NPS Metrics ROI 52

CCO Council

SEPTEMBER 23, 2019

The World Bank measures Ease of Doing Business for 190 countries , based on detailed characteristics including how hard it is to start a new business, labor market regulations, dealing with construction permits, getting electricity, registering property, getting credit, trading across borders, paying taxes, and enforcing contracts.

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Chief Customer Officer Banking 2019 Financial 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.,

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Chief Customer Officer Customer Centricity Consulting Loyalty 100

Gainsight

APRIL 27, 2020

But one voice hasn’t been prominent enough in the Customer Success dialogue – Finance. Finance is the heart of a company from a shareholder point of view, and Chief Financial Officers are the stewards of shareholders’ precious capital. The most proactive of us are asking these questions to their CS counterparts: 1.

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Chief Customer Officer ROI Hospitality Customer Success 59

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Customer Success Chief Customer Officer 2021 Webinar 87

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers. Retention and More.

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2021 2022 2020 Chief Customer Officer 52

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

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Chief Customer Officer Metrics Net Promoter Score Definition 64

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.

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Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Gainsight

NOVEMBER 4, 2020

This could be Chief Executive Officer (CEO), Chief Financial Officer (CFO), Chief Operations Officer (COO), or even the Chief Customer Officer (CCO). Being in the know about a customer is a simple way to show them your investment in their success. Tracking Your Progress.

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Management Chief Customer Officer Demo Engagement 52

Gainsight

APRIL 12, 2023

Over the years at Gainsight, we’ve had a few—our first Chief Financial Officer and our first Chief People Officer, to name two—that had a massive impact. I spoke slowly in a measured pace. This thought is usually accompanied by a vague statement like “this person isn’t scaling.” Try to have more gravitas.”

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Horizon CX

DECEMBER 31, 2018

I see more of the same with slow progress and in fact, some regression as financials tighten under a stressed economy which unfortunately spells trouble for some CX budgets. Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

CSM Magazine

DECEMBER 20, 2016

Many important aspects of customer experience have deeply technological implications that cannot be managed by ‘analog’ methods any longer, such as customer segmentation, journey mapping, content personalization, satisfaction scoring, analytics, and one-silo customer data management that underpins it all.

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Customer Experience Government Chief Customer Officer 2016 40

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. “So, Investors Use Customer Success as Most Predictive Indicator of Business Value.

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Customer Success Net Promoter Score Sales NPS 93

ChurnZero

AUGUST 21, 2020

Not only with their customers feeling pressure to show ROI and deal with a struggling economy, but also their leaders will depend on them to shore up the health of the company’s financials. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

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CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. Interview Date: July 18, 2020. 5 years a few things will happen at a macro level.

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