Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus. In this post, we’re answering questions like: What is customer centricity?

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Customer centricity Chief Customer Officer CRM Analytics 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

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Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For us, we identified the biggest problem (CSMs had too many accounts to be proactive) and worked to create structure and processes around how many accounts CSMs had, what qualified a customer to have a CSM, and what the process was in assigning CSMs.

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Chief Customer Officer Best practices Accountability Feedback 108

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? A third of B2B firms have established processes to coordinate multiple accounts within a customer company; a third more are just starting this.

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Customer Experience B2B Management B2C 97

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback.

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Surveys Journey mapping Feedback B2B 146

Totango

OCTOBER 25, 2022

Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. Team Leaders who report to executives and supervise customer-facing team members. What Roles Are on a Customer Success Team?

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ChurnZero

JULY 2, 2021

In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples. NRR reflects your ability to retain and expand customers. The difference between NRR and GRR is that GRR doesn’t account for expansion revenue.

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Customer retention Metrics Upselling Chief Customer Officer 97

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!

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Chief Customer Officer Sales SaaS Customer centricity 98

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. What does customer experience look like inside ChurnZero?

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Amity

APRIL 7, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Reference-ability is the extent to which your customers are advocating for your company.

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Chief Customer Officer Metrics Consulting Consulting 67

ClearAction

APRIL 13, 2023

After you nurture potential customers along their buying journey, there’s the handoff to Accounts Receivable, customer onboarding, account management, Customer Success, Customer Service, Customer Loyalty, etc. Think about Southwest, for example. Who else is minding the gap?

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

CX Journey

JUNE 19, 2015

It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , to this topic and includes an example from The Irvine Company.

Journey mapping 71

Journey mapping Chief Customer Officer Education Engineering 71

CSM Practice

APRIL 17, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

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Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

OCTOBER 13, 2023

First, she advocated for a single executive leader to be charged with overseeing the post-sale teams and ensuring customers get value from a product. That notion evolved into what we know today as the chief customer officer.

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Chief Customer Officer Benchmark SaaS Customer centricity 52

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. For example, you may have a customer who calls in to cancel her service. The winds have changed, said Gotlieb.

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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. But we don’t survey fatigue our customers.

Sales 52

Sales Chief Customer Officer Surveys Metrics 52

ChurnZero

FEBRUARY 17, 2022

When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” But CRM functionality only accounts for a tiny sliver of what Customer Success software was built to do in regards to automation, adoption tracking, and journey lifecycle management.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . How do you break down your programs to achieve maximum benefit for both your customers and your company?

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Chief Customer Officer SaaS Education Metrics 75

Amity

FEBRUARY 6, 2019

I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. An example might be: Q: Describe to me the first step you take when you get a new account/client. And I am willing to bet that they are facing the same challenges with hiring. How deep can they go?

Management 71

Management Chief Customer Officer SaaS Accountability 71

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. You don’t see Customer Success making a million dollars a year, but some salespeople do,” says Mehta. “So,

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Amity

JUNE 3, 2016

I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. An example might be: Q: Describe to me the first step you take when you get a new account/client. And I am willing to bet that they are facing the same challenges with hiring. How deep can they go?

Management 68

Management Chief Customer Officer SaaS Accountability 68

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.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. Warning Sign to Level Up.

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Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ClearAction

JANUARY 8, 2024

For example, if you have 10 lines of business, and 5 of them are using CX insights earnestly, then the ratio of 5/10 is their Insights Utilization Rate: 50%. champion continuity of value across the end-to-end customer journey for customers and investors. Why does this drive growth? to reach them.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. The examples mentioned earlier were evidence of this hierarchy going haywire.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Customer Care Manager and Vendor Oversight, UCare. Twitter: @JeremyHyde_ I believe in finding ways to lead by example. Example, if you are looking to improve the quality of your customer experiences find a way to demonstrate what that looks and sounds like.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

Amity

MAY 22, 2016

There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers. If not, here is a great example from the CEO of Zuora, Tien Tzou.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

CSM Practice

APRIL 17, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

Eptica

NOVEMBER 8, 2017

Incoming digital interactions are automatically analyzed and forwarded to the best person to answer them and the agent provided with both an idea of the nature of the query and the tone - is she angry or upset, for example? This is why CX needs to be led from the top and why some companies are hiring a Chief Customer Officer (CCO).

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Customer centricity Chief Customer Officer Chatbots Best practices 96

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Chief Customer Officer 52

Chief Customer Officer Surveys Customer retention Accountability 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 Chief Customer Officer Journey mapping Best practices 50

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. For example, quarterly may be the right timing, but maybe not based on the other activity and interactions going on with the customer.

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ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. That’s why having a readymade plan for when your customer inevitably falls of track helps to hold them accountable and keep them consistent.

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Chief Customer Officer Education Construction Accountability 52

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. For example, one component could be identifying which customers have executive involvement.

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Chief Customer Officer SaaS B2B Metrics 48

ChurnZero

NOVEMBER 8, 2019

Customer Relationship Management systems (CRMs) primarily function as a relationship information database. They focus on opportunity management – like the manual activities that typically exist within accounts. Customer Success Platforms work to foster on-going customer value after the initial purchase.

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CRM SaaS Chief Customer Officer Accountability 63