Beyond Philosophy

MAY 12, 2021

For example, 94 percent said their most significant concern was understanding and acting on these changing customer behaviors. For example, one of Verint’s customers is one of the largest hardware computer companies in the world, and they use an online interactive virtual assistant system.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

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

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. For example: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Help Scout

SEPTEMBER 14, 2021

Customer service is also important for small businesses because it opens a direct line of communication with customers. Those conversations can lead to product breakthroughs and insights — or even reveal a new customer segment you didn’t know existed. 5 strategies and 13 tips for small business customer service.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

ChurnZero

JANUARY 13, 2023

Ed Powers , principal consultant, Service Excellence Partners. 2023 will be a big year gaining market traction in new customer intelligence platforms. As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

Consulting 126

Consulting Consulting Metrics Feedback 126

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Amity

APRIL 7, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Our favorite content from Annette : Unified CX: Real World Examples. Proactive or Reactive CX? Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. The customer, she wrote in her book “ The Customer Revolution ,” was in charge. Businesses had to become more customer-centric.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

Chief Customer Officer 54

Chief Customer Officer Airlines Customer Service Customer centricity 54

ClearAction

MAY 29, 2016

Over the past decade or two, the Internet and numerous technologies have been a blessing to companies and customers alike in making it easier and faster to get tailored information and assistance. For example, airlines used to send generic lists of deals, which now zero-in on the customer’s home city and preferences.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

NOVEMBER 27, 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.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. The Ten Principles Behind Great Customer Experiences by Matt Watkinson.

Customer Service 89

Customer Service Gamification Consulting Consulting 89

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

JANUARY 22, 2021

To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. Customer Success Around the Web. Neale explains how we think about selling is just as important as our tactics and execution.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

Chief Customer Officer 40

Chief Customer Officer B2B SaaS Consulting 40

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Chief Customer Office, SalesLoft. Customer Care Manager and Vendor Oversight, UCare. Twitter: @JeremyHyde_ I believe in finding ways to lead by example. The only caveat was the idea had to be implemented with very little time, money, and resources.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. For example, quarterly may be the right timing, but maybe not based on the other activity and interactions going on with the customer.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Amity

JUNE 21, 2017

Customer Maturity measures the sophistication of the customer in running their function and consequently their ability to utilize and derive value from the vendor’s solution. For example, don’t you recall needing to explain to people why Customer Success is not the same as Customer Satisfaction?

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

Enghouse Interactive

JULY 15, 2020

Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience.

Chief Customer Officer 40

Chief Customer Officer Customer centricity Education Consulting 40

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. According to Abby, many customer success teams dwell with the usage of traditional methods of communication such as phone calls and emails. the segmentation of the attributes that we collect per customer.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Analytics Consulting 52

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. According to Abby, many customer success teams dwell with the usage of traditional methods of communication such as phone calls and emails. the segmentation of the attributes that we collect per customer.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Analytics Consulting 52

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Adding value to your customers is always going to pay off.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Amity

JUNE 28, 2017

This post will explain how to calculate a CMI, how to design a comprehensive framework to combine the insights from CHS and CMI, and how to develop playbooks to address customers’ needs based on them. Last columns show which maturity ranking was chosen for each characteristic in this example. A Framework to Calculate CMI.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. It was here that I understood that the small things matter to customers the most.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Comm100

FEBRUARY 20, 2018

Customers can get upset if they don’t feel valued or respected by an agent. For example, sometimes a human agent might give incorrect advice because they’ve encountered a situation that seemed similar to one they had seen recently, when actually if they had looked at the circumstances objectively they might have made different decisions.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

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

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. But, from that moment onward, I have never looked back.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. Good customer support is good marketing too.

Management 52

Management Customer retention Upselling Chief Customer Officer 52