ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

JULY 2, 2020

SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Bring them closer to client experiences.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ChurnZero

MAY 13, 2022

Tackling these questions is tough for even the most seasoned Customer Success leader. Because as the industry evolves, best practices change. There’s a lot of lip service going around about being customer centric. Thats why its helpful to have foundational frameworks to focus your thinking and strategy.

Chief Customer Officer 52

Chief Customer Officer Finance Feedback Surveys 52

Totango

MARCH 26, 2019

The Totango CAB brings together select influential industry leaders representing new and long-time enterprise customers who have demonstrated a high level of engagement to advance industry-wide innovation and customer success best practices. Eugene Trautwein, VP of Customer Support, Commvault.

Chief Customer Officer 15

Chief Customer Officer Customer centricity Enterprise Best practices 15

Fonolo

JANUARY 14, 2020

Top Pick: Creating a winning customer-centric marketing strategy. Bliss is a fitting last name for the Founder and CEO of CustomerBliss, which focuses on improving the lives of customers in any industry. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. How do you become more customer centric? The importance of security and GDPR to the digital customer experience.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. The Gainsight Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Eptica

AUGUST 19, 2020

However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. By making this group responsible for the entire customer experience it provides focus to CX initiatives, and the resources to drive deep and lasting change. Share this page on: Tweet.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 88

Customer Experience Chief Customer Officer Customer centricity Advertising 88

Satrix Solutions

DECEMBER 1, 2020

Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. Steve, what role does company culture play in companies that lead in the area of customer experience? Heather Timney. Yes, Steve, it is, thank you.

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

Chief Customer Officer 51

Chief Customer Officer Customer centricity Best practices Enterprise 51

Vcaretec

JUNE 6, 2022

Connect: @RichardDumas Al Hopper Bio: The Al Hopper #CustServ (chat Tues 9pET) & @Social_Path helping our Customers on the path to social. Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service. Market research & trends, best practices, tech. corporations.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! The opportunities and challenges are immense and are driving the tremendous pressure executives face as they work to accelerate the way their organizations operate and deliver value to customers and to the business.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

JustCall

MARCH 8, 2023

With her expertise in employee and customer understanding, retention, satisfaction, engagement, and experience design, Annette is helping companies across the globe deliver better experiences for all their stakeholders. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 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. Creating Customer Centricity Within the Organization.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

Eptica

JULY 26, 2017

Yet often there is a gap between theory and practice, with companies believing they offer a great customer experience, when consumers disagree. Lead from the front Being customer-centric must come from the very top, and that means that the CEO must demonstrate that they are taking CX seriously. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Touchpoint survey best practices. Otherwise, complaints could end up on social media for all to see!

Surveys 146

Surveys Journey mapping Feedback B2B 146

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Maru Group

FEBRUARY 19, 2020

Focus on Customer Centricity and Becoming Agile. Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. Top 3 Ways for Utility Providers to Become Customer-Centric and Agile. Segment customers and map their journey.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

Taylor Reach Group

APRIL 25, 2018

Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. This will bring together the biggest thought-leaders across industries to focus on many different facets and functions involved in the design, communication and implementation of best-in-class customer experience.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Vcaretec

JUNE 6, 2022

Join Shep’s 71,000+ followers on Twitter and subscribe to the Shepard Letter for weekly customer service tips. vcare-expert-anna-sabryan Anna Sabryan : Anna is an experienced social media and modern marketer at Oracle who blogs about the digital customer service and customer experience. Join Anna’s 28,000+ followers on Twitter.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

CSM Practice

NOVEMBER 16, 2020

Little did they know that customer journey mapping gives you the framework to be more customer-centric, most especially for companies that embrace such methodology. Irit Eizips, Chief Customer Officer and CEO of CSM Practice, was recently invited by Planhat to talk about Customer Journey Mapping for B2B Organizations.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Sign up for an upcoming ChurnZero webinar or pick one to watch on demand.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. I think that’s something that shows up to everyone. It’s COVID-19, it’s a lot of things are going to change going forward.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Now is the time for your department, and you as a leader, to take these steps and enact change.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer centricity 40

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CustomerSuccessBox

MARCH 3, 2022

Top Customer Success Books for Customer Success Managers to read in 2022. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. The second: 10 laws of “Customer Success” The third deals with CCO – Chief customer officer, Technology and The Future.

Management 52

Management Chief Customer Officer SaaS Sales 52

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

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. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics SaaS Surveys Self service 98

Horizon CX

DECEMBER 31, 2018

AND, it needs to be instilled in such a way that it survives any turnover in leadership—which can often quench CX efforts along with best-practices and associated processes that have taken years to build and nurture.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40