Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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Chief Customer Officer SaaS Engineering Customer centricity 60

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Chief Customer Officer Finance SaaS Benchmark 87

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.

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SaaS Chief Customer Officer Consulting Consulting 96

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.

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Management Chief Customer Officer Upselling SaaS 98

Interactions

SEPTEMBER 13, 2024

His leadership in operations management and customer service excellence is crucial in ensuring timely delivery and customer satisfaction across hundreds of store. Her work in transforming brand experiences through deep consumer understanding and CX data reflects a commitment to creating seamless, customer-first strategies​.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

His leadership in operations management and customer service excellence is crucial in ensuring timely delivery and customer satisfaction across hundreds of store. Her work in transforming brand experiences through deep consumer understanding and CX data reflects a commitment to creating seamless, customer-first strategies​.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

ChurnZero

OCTOBER 15, 2021

Abby Hammer, ChurnZero’s Chief Customer Officer, points to ChurnZero’s most recent series B funding round to demonstrate the growing importance of NRR: “In our series A, there were some questions about NRR. The existence of this benchmark shows how far CS has come, but there’s still further to go. NRR is fantastic.

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Benchmark Metrics Chief Customer Officer SaaS 97

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. The post Should customer success have veto power over bad-fit customers?

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Chief Customer Officer Benchmark SaaS Customer centricity 52

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth.

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Chief Customer Officer SaaS Benchmark B2B 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. The goal is to have happy customers who want to stay with your company and purchase more and more.

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Chief Customer Officer call center software Benchmark Upselling 72

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

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Customer Support Chief Customer Officer Management Benchmark 49

CSM Magazine

AUGUST 19, 2021

Reuters Events: Customer Service & Experience 2021 will be returning to the virtual stage on October 5-6th and the event is committed to showcasing the world’s most customer-centric leaders. Amy Shore, Chief Customer Officer, Nationwide. Aarthi Murali, Chief Customer Experience Officer, M&T Bank.

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Chief Customer Officer Customer Service Benchmark Banking 40

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

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Management Analytics Chief Customer Officer Metrics 89

Education Services Group

APRIL 16, 2021

If you’re scratching your head at this point wondering what on earth I’m talking about, the Customer Success Maturity Model is a proven, comprehensive framework used to define, organize, and benchmark the capabilities every CS organization needs to build a CS practice, operationalize its foundation, and transform its critical function to scale.

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Chief Customer Officer Benchmark Metrics industry standards 52

ChurnZero

FEBRUARY 23, 2021

How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Lumoa

APRIL 24, 2018

Business leaders tell me that they also like the fact that they can compare their scores to other ‘benchmark’ businesses and this brings a tangibility to it. Michael Redbord Vice President and General Manager, Customer Hub at HubSpot. Customer Hub linkedin twitter Why? NPS is simple benchmarkable, and consistent.

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Consulting Consulting Metrics Feedback 126

CustomerSuccessBox

AUGUST 16, 2022

Benn Winn hosts the podcast wherein he interviews the guests who provide salient strategies to set a benchmark in the CS space. Customer Success Leader. With Eric Crane as the host, this podcast series presents an organizational outlook on Customer Success. Link to the podcast: The Customer Success Channel.

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SaaS Chief Customer Officer B2B Benchmark 52

ChurnZero

OCTOBER 28, 2021

During the webinar, we covered: How to benchmark your team against others in the industry. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Firsthand reactions from industry leaders. Maturity and growth recommendations for your team.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. This blog is a summary of those findings.

B2B 52

B2B B2C Surveys Metrics 52

Comm100

FEBRUARY 20, 2018

According to our 2018 Live Chat Benchmark Report , Comm100’s Chatbot takes care of about 20% of all incoming live chat inquiries alone. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. And, Chatbots more than pull their weight.

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Chatbots Contact Center Chief Customer Officer Benchmark 67

ChurnZero

JUNE 17, 2022

Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: How do you come up with a benchmark? Bree: This is a holistic view. Bree: Exactly.

Metrics 98

Metrics SaaS Surveys Self service 98

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Read the full transcript to learn more. The Interview: . Why were they developed?

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Benchmark Surveys Chief Customer Officer Metrics 69

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. By setting benchmarks and goals, it’s easy to measure progress.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Netomi

JANUARY 5, 2022

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Our favorite content from Lincoln : Customer Success Capacity Planning Guide & Calculator. Lynn Hunsaker.

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Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JULY 9, 2020

You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks. At ChurnZero, we recently introduced a Q&A column featuring our own Chief Customer Officer that provides advice on common customer challenges.

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SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. We then present a proposed roadmap of tactics that will help drive the overall strategy forward.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ChurnZero

JUNE 17, 2022

Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: How do you come up with a benchmark? Bree: This is a holistic view. Bree: Exactly.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

FEBRUARY 9, 2022

In the case of a customer success software tool, you need to show how the tool will help with marketing communication, low engagement, upsell chances, and cross-sell opportunities. Talk about the market expense benchmark card. You can share an average of how many companies are investing in customer success and their growth levels.

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Chief Customer Officer Upselling Benchmark SaaS 10

SmartKarrot

AUGUST 16, 2022

You can prevent customer churn before it actually happens. Only when some metric goes off the benchmark can you know something is wrong. Customers can voice their issues with the usage, feature, or support process of the product. It need not always be the chief customer officer. Final Thoughts.

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Chief Customer Officer Benchmark Finance Metrics 10

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: And how exactly is the customer success salary benchmarked?

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

APRIL 8, 2022

This is where the COO or the chief operating officer comes in. Though the role is not a new one like the Chief Customer Officer , there have been massive changes and extensive transformation over the years. Engage in financial review and planning to meet company benchmarks.

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Chief Customer Officer Benchmark Banking Employee engagement 10

Answer Dash

APRIL 16, 2019

Lynn authored 6 benchmarking studies and 3 CXM handbooks (Amazon). She is an AMA Professional Certified Marketer, ASQ Certified Quality Manager, Certified Practitioner of Myers-Briggs Type Indicator, and CXPA Certified Customer Experience Professional. Connect with Ms. Lynn Hunsaker at Linkedin.

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Customer Experience Chief Customer Officer Enterprise Journey mapping 76