Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

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.

Customer Experience 97

Customer Experience B2B Management B2C 97

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Customer-facing roles communicate or deliver value. Non-customer-facing groups create or limit value.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

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.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

ChurnZero

AUGUST 11, 2020

AccuPoint leveraged their Facebook Group to answer questions that were not found in their knowledge base. The Facebook Group also became one of AccuPoint’s more effective customer support tools. David Ellin, chief customer officer at Centric Leadership Strategies , recommends expanding relationships as much as possible: .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ClearAction

MARCH 22, 2024

. — Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. ” Influencing Companywide model for CX is a Team Sport: — Identify the top 2-4 themes : what are core-growth customers pursuing through your brand?

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. Then, evaluate these natural groups’ revenue potential and cost to serve.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

ClearAction

JULY 8, 2024

Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue. Chief Customer Officers measure the gold, blue, and silver metrics shown above.

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Colin Shaw. ColinShaw_CX. Arie Goldshlager.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Customer-facing roles communicate or deliver value. Non-customer-facing groups create or limit value.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. You might also like.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Focus groups of buyers and sellers. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Output from Advisor council meeting.

Surveys 146

Surveys Journey mapping Feedback B2B 146

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Track record of frequent personal interactions with customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

ChurnZero

FEBRUARY 13, 2023

What we will cover is the basic structure of a Customer Success team so you can understand the types of roles and skillsets needed to maintain high performance as your team grows. The org chart below shows an overview of roles grouped by functional area within Customer Success.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

FEBRUARY 13, 2023

What we will cover is the basic structure of a Customer Success team so you can understand the types of roles and skillsets needed to maintain high performance as your team grows. The org chart below shows an overview of roles grouped by functional area within Customer Success.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Netomi

JANUARY 5, 2022

Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). 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. What’s already done within a customer experience excellence context ?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? If you do have a lot, you want to group them by sub-metrics (e.g.,

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Customer Experience Matters

SEPTEMBER 6, 2017

In the report Activating Executive Commitment to CX, Temkin Group introduces a blueprint that CX leaders can use to gain and strengthen senior executive commitment.

Chief Customer Officer 81

Chief Customer Officer Accountability Customer Experience 81

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Focus on making them successful. And understand the difference.

Management 70

Management Chief Customer Officer Best practices Consulting 70

Amity

MAY 22, 2016

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

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. – Leo Leung, Director, Technical Account Management, Nulogy.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ClearAction

FEBRUARY 28, 2019

“For retention of clients in the past, it was difficult to see one unified view of clients across our various product groups. “Our Chief Customer Officer has championed an awareness and desire across all the company to get behind FIS One,” Milista continued.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box.

Consulting 126

Consulting Consulting Metrics Feedback 126

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. Customers’ prosperity is your path to prosperity.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. We’re not Account Managers (a vitally important role in Enterprise B2B business) where the allegiance aligns with growing the account.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

CSM Magazine

AUGUST 22, 2019

These questions were established as key to the future of CS/CX by the Incite Customer Service Advisory Board, who have made a commitment to ensure this meeting is only covering cutting-edge strategies and solutions in the most informative, impact-driven way. The board includes: EVP, Global Customer Care, Mastercard. About the Author.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer centricity 40

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

ChurnZero

JUNE 17, 2022

Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer? What this is showing is a group of all of the accounts in onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JULY 9, 2020

But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty. “As in their article on which emotions make successful customer relationships. Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

OCTOBER 17, 2018

I do this in part by bringing back the often difficult-to-hear stories from customers about what isn’t working for them in the hopes that advocating on their behalf translates into success for both them and for us as a company. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. This is not good news for customer experience, and Peeples would be the first to agree. US industry group Interactions asked 1,300 customers online earlier this year if they liked IVR.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40