TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Kayako

AUGUST 7, 2015

Customer experience expert Jeanne Bliss joined us for a webinar where she took an in-depth look at one of her key customer leadership competencies: alignment around experience. Chief Customer Officer 2.0. In Jeanne’s new book, “Chief Customer Officer 2.0: You can watch it now.

Engineering 93

Engineering Chief Customer Officer Accountability Customer Experience 93

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Create a customer-centric culture.

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Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and Customer Success software, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. The CSM perspective: how to encourage the adoption of Customer Success software. Don’t be that business.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Beyond Philosophy

MAY 12, 2021

Three out of five of the top priorities of organizations were related to customer engagement, which is great for organizations. However, the challenges in meeting customer expectations and changes in the workforce confuse organizations. Organizations can understand the customer better and react faster to what they need.

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Chief Customer Officer Analytics Technology Surveys 221

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace. of podcasts worldwide.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Amity

APRIL 7, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

Kapta Customer Success

SEPTEMBER 19, 2016

Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand. CX Journey. CCO Council. Please share in the comments below.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Any tips on how to get started building these out? . Our company is growing pretty quickly, which is exciting, but is also putting our lack of processes on full display and making it hard to keep up with scaling.

Chief Customer Officer 108

Chief Customer Officer Best practices Accountability Feedback 108

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. Account Executive – A hunter. Account Executive – A hunter.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey. ” Jeanne Bliss.

Customer Support 54

Customer Support Chief Customer Officer Management Benchmark 54

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

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

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! You just need to ask.

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Chief Customer Officer Sales SaaS Customer centricity 98

ChurnZero

NOVEMBER 22, 2019

Featuring insights from over 15 years of work in Customer Success and most recently as an Interim Chief Customer Officer (CCO) at multiple companies, Emilia will give CS leaders a blueprint for executing a strategy that you can take your leadership and goals to the next level. Customer Success Around the Web.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

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

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

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. Map Your Current Customer Journey 3. Decide When and How to Collect Data and Feedback 4. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. The negotiations and deals you make now may have an inadvertent impact on your long-term account health.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

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

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Support Driven Salary Survey. ” Jeanne Bliss.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. This is why CX needs to be led from the top and why some companies are hiring a Chief Customer Officer (CCO).

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

AUGUST 11, 2020

Investing in customer relationships has always been a central focus for leaders, but now more than ever, those relationships need to be expanded and nurtured. With accounts undergoing massive furloughs and layoffs — often affecting or displacing key players — maintaining relationships has become a serious challenge. .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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

ChurnZero

AUGUST 25, 2020

Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . . Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates.

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Chief Customer Officer Metrics Engineering Sales 65

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. 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:

Journey mapping 71

Journey mapping Chief Customer Officer Education Engineering 71

ChurnZero

JULY 2, 2021

The difference between NRR and GRR is that GRR doesn’t account for expansion revenue. Over time, your customer base becomes more diverse and has more opportunities to churn. Retention accountability extends beyond Customer Success to Sales and Marketing. Tier your customer base and focus on usage and engagement.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

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. Learn more about Totango here.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

GetFeedback

JANUARY 19, 2020

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.”. Research & Consideration: How does the customer go about understanding possible solutions, vendors, and rationales for buying?

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Surveys Journey mapping Feedback B2B 146