Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ClearAction

JANUARY 14, 2015

One in four B2B firms has established processes for connecting data across customers' end-to-end experience with the company; 25% more are just starting this. One in four B2B firms integrates customer feedback sources; 29% more are just starting this. Trendy Customer Experience Management.

Customer Experience 97

Customer Experience B2B Management B2C 97

CustomerSuccessBox

DECEMBER 24, 2021

Is it the CSM ( Customer Success Manager ) or a CS leader or the team/personnel who supports the customer? Find out the moments of value in a customer journey. Generally, it’s the responsibility of a Chief Customer Officer (CCO) to establish that journey. Low NPS Customer Webinars Conferences.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid. Resource consumption.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Squelch

MAY 17, 2019

In 2018, Squelch was proud to partner with Zendesk as a sponsor for its signature Relate conference in San Francisco. But this year, rather than hosting one multi-day conference, Zendesk is putting on a series of one-day events across the country under the banner of Zendesk Showcase.

Chief Customer Officer 40

Chief Customer Officer Best practices Marketing Feedback 40

Amity

JUNE 28, 2017

Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same. High CHS, High CMI (Top-Right: Dark Green): These are your star customers, the advocates, the ones that can provide you with the best feedback on your product and push you to the next level.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. We’ll cover: The steps to build a formal yet flexible feedback loop and cadence. How deliberate processes lead to better change management.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 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

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. The systems thinking concept can also help us manage the customer journey mapping process differently and more effectively.

Journey mapping 52

Journey mapping Chief Customer Officer Customer Experience Sales 52

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? SVP, Customer Success Group, McAfee. SVP, Customer Care, Samsung.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer centricity 40

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies.

Management 52

Management Upselling Accountability Chief Customer Officer 52

Netomi

FEBRUARY 28, 2022

Listening to customer feedback is also essential, she stressed, “we are constantly increasing the number of channels and ways to get feedback.” . Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers.

Customer Experience 82

Customer Experience Chief Customer Officer Chatbots Technology 82

Netomi

APRIL 7, 2023

Agents are encouraged to visit the office card station where they can send personal notes ranging from congratulations to condolences to customers. They have even been known to Facetime and video conference with customers to show off Bark’s super dong friendly office – with tons of four-legged friends walking around. “We

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

CSM Magazine

FEBRUARY 20, 2025

Want to make your conference, corporate event, or workshop amazing? Why Leadership and Customer Service Speakers Matter Leadership shapes the culture of an organization, while excellent customer service ensures customer satisfaction and retention. This guide and these examples will get you off to a great start.

Customer Service 52

Customer Service Chief Customer Officer Morale Feedback 52