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

Nowadays, you can’t sit through an executive, a board, or an investor meeting without being asked about NRR. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ The existence of this benchmark shows how far CS has come, but there’s still further to go. Why NRR benchmarks are dangerous.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

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.

Chief Customer Officer 72

Chief Customer Officer call center software Benchmark Upselling 72

Kayako

JUNE 9, 2016

Whether you’re comfortable with asking the hard questions or whether you think you “suck” at review meetings, we’ve put together some tips that will help you be prepared, stay confident, and hopefully get the raise you deserve. Drive the organization to work together for optimum customer experience delivery. ” Jeanne Bliss.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

Whether you’re comfortable with asking the hard questions or whether you think you “suck” at review meetings, we’ve put together some tips that will help you be prepared, stay confident, and hopefully get the raise you deserve. Drive the organization to work together for optimum customer experience delivery. ” Jeanne Bliss.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

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.

Chief Customer Officer 40

Chief Customer Officer Customer Service Benchmark Banking 40

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). Long story short… little did I know how intriguing this experience was going to be.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Long story short… little did I know how intriguing this experience was going to be.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Long story short…Little did I know how intriguing this experience is going to be.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

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

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. Is the customer an early adopter, a lagger, or right on track? Identify early usage patterns of customers who have churned.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Netomi

JANUARY 5, 2022

Colin’s company, Beyond Philosophy LLC, helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($).They They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market. Lynn Hunsaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 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: . Chris Singh: Yeah, absolutely.

Benchmark 69

Benchmark Surveys Chief Customer Officer Metrics 69

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. Formerly at Salesforce and now EVP & Chief Customer Experience Officer at Cisco. Question 7.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. Is the customer an early adopter, a lagger, or right on track? Identify early usage patterns of customers who have churned.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

AUGUST 16, 2022

The Quarterly Business Review is a quarterly business meeting where stakeholders meet to discuss KPIs and goals. A QBR meeting helps determine if the strategic goals were met over the last quarter. It involves the customers mainly to discuss how their business works and the value aspect. What is QBR? contact-form-7].

Chief Customer Officer 10

Chief Customer Officer Benchmark Metrics Finance 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. The COO needs to optimize business workflows to meet established standards and outputs.

Chief Customer Officer 10

Chief Customer Officer Benchmark Banking Employee engagement 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: Meetups – Some sort of customer success meetup happens on a regular basis.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Answer Dash

APRIL 16, 2019

Clarity is created by reframing corporate objectives in this way: To meet our customers’ expectations for X, our financial stretch goal is Y. This provides customer experience context. Meeting or exceeding expectations is the prerequisite for attracting and keeping customers and expanding their lifetime value.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76