Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Sales Enablement.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Zeisler Consulting

AUGUST 17, 2021

How do you sell CX to leadership? Now, of course, some are more circumspect than others, but there certainly seems to be a trend toward using things like revenues, sales, and market share as the driving reason for engaging in CX endeavors. Then the topic can more naturally shift to those revenues and sales.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

Net Promoter Score 98

Net Promoter Score 2020 Chief Customer Officer Leadership 98

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. While their recent NPS score of 73.8 While their recent NPS score of 73.8

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . But alignment is more than just having a seat at the leadership table. Customer lifetime value (LTV) is now more important than quarterly sales. With Executives, Think Big.

Customer Success 97

Customer Success Net Promoter Score Chief Customer Officer Leadership 97

Alida

JULY 6, 2017

For concrete ideas on how companies can scale their CX programs, we recently sat down with Kia Puhm , a Toronto-based executive with over 22 years of experience in customer success, marketing and software engineering. Puhm’s leadership experience includes stints at Oracle, Eloqua and Adobe. She is now the principal of K!A Who owns CX?

Measurement 113

Measurement Chief Customer Officer Customer Centricity Customer Journey 113

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. Share the Customer Story : While meeting with the C-Suite, Patricia also presented the voice of the customer feedback.

Telecommunications 141

Telecommunications Chief Customer Officer Presentation NPS 141

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. All of this grows Customer Lifetime Value.

Metrics 62

Metrics Effort Score ROI Chief Customer Officer 62

Gainsight

JUNE 21, 2022

From the Index, three primary trends that companies are pointing their customer success teams and organizations towards emerged, and they deserve further highlighting: Integrating customer success into expansion and renewals. Improving user NPS with success plans. Simple strategies for newly formed Customer Success teams.

2022 52

2022 Net Promoter Score NPS Return on Investment 52

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. One way to find out how serious a company is about CS is learning where the CS leadership and team fits into the org chart. “I

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Beyond Philosophy

OCTOBER 21, 2021

I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience. One of my leadership and career philosophies is “None of us are as clever as all of us.” Mead says Customer Experience accreditation doesn’t touch these areas. Few companies have a Chief Customer Officer.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Horizon CX

JUNE 10, 2022

Before getting into some of the details around the mapping process, I’d like to focus on when and where this mapping process originates within the organization—in other words, who and what are the key drivers of wanting to better understand customers to deliver value, meet or exceed their expectations, and achieve business goals and outcomes.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

Net Promoter Score 58

Net Promoter Score 2019 Article Chief Customer Officer 58

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

Experience Investigators by 360Connext

MARCH 8, 2018

It advertises, but does not build a relationship between companies and their customers. Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Marketing plays a role in customer experience (and vice versa.). .”

Marketing 125

Marketing Net Promoter Score Customer Journey Mapping Chief Customer Officer 125

ChurnZero

DECEMBER 2, 2021

An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. But Customer Success has to accept the customer.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. If you’ve ever worked in sales, you may be familiar with the idea of a ride-along.

Customer Service 127

Customer Service Workshop Chief Customer Officer Metrics 127

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. For example, when is the proper time or cadence to inject into the Customer Journey to drive optimal adoption and engagement? Leadership.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Definition 59

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer.

2022 52

2022 Customer Success 2021 Consulting 52

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

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Become an NPS Expert. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Chattermill

MAY 12, 2019

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The Effortless Experience dives into the CX world, debunking myths about the industry like the emphasis on dazzling and delighting customers over making things easy on them.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Gainsight

JUNE 18, 2020

Laura: A few years ago, athenahealth noticed that it was having challenges with client retention, NPS scores and sales growth. That’s when Bret Connor , our Senior Vice President and Chief Customer Officer, stepped in to figure out what was going wrong and what the next steps would be.

Healthcare 52

Healthcare Chief Customer Officer NPS Leadership 52

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 92

Chief Customer Officer Customer Centricity Metrics Sales 92

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

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. Customer Journey Mapping is another case in point. We just need to become more reasonable.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Wootric

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. Guneet Singh. Jeannie Walters. Shep Hyken.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Sales Metrics 40

Gainsight

FEBRUARY 9, 2022

As such, I’d recommend Sales continuing to own renewals at this stage. In this way, the CSM can stay laser-focused on customer adoption, outcomes, and advocacy. Expansion Ownership: For the same reasons, Sales should continue to own expansions. NPS or reference ability). NPS or reference ability). underneath them.

Customer Success 52

Customer Success Chief Customer Officer Sales Consulting 52

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Kustomer

SEPTEMBER 3, 2020

I mean, you touched on it a little bit, but as you think about, well, even CX and experience that these two leaderships, and then you bring in some other roles, how do you see those working together to ultimately benefit the customer? As you get into that marketing area, a great marketing metric is NPS. That’s so true.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

CloudCherry

DECEMBER 1, 2018

Customer success begins from a perspective of doing whatever it takes to make the customer successful. But what about everyone who isn’t your customer? Understanding why, and feeding that information back to sales and marketing is critical to the customer experience. contacts from a dissatisfied customer).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. I’m ingrained in customer success and having this conversation today.

Chief Customer Officer 52

Chief Customer Officer Webinar Customer Success Sales 52

CloudCherry

OCTOBER 30, 2018

Customer success begins from a perspective of doing whatever it takes to make the customer successful. But what about everyone who isn’t your customer? Understanding why, and feeding that information back to sales and marketing is critical to the customer experience. contacts from a dissatisfied customer).

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186