Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

CCO Council

NOVEMBER 2, 2017

CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” One reason is that some customer executives struggle to demonstrate quantifiable ROI for customer initiatives. Why is this so low? And that’s a compelling argument.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Customer Bliss

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers. It was a false start.

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

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 . Companies apply the golden rule of business to customers and employees. . CS brings focus to their purpose. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

CSM Practice

OCTOBER 10, 2018

Relationship: Your customer engagement model. ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Relationship: Your customer engagement model. ROI: How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49