ProProfs Blog

DECEMBER 7, 2018

Keeping this in mind, we reached out to customer service experts online and asked for their opinion on how businesses can improve customer service this holiday season. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Continually acknowledge you are present. Tweet this.

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Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr. Tweets are my own.

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ChurnZero

AUGUST 25, 2020

She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture. Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . .

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Chief Customer Officer SaaS B2B Technical Support 69

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. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

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Customer Experience Customer Service Consulting Consulting 98

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

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Chief Customer Officer Contact Center Surveys Customer retention 65

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Colin Shaw.

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Customer Service Chief Customer Officer Customer centricity Scripts 0

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. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

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Answer Dash

JUNE 27, 2018

If you’re talking about a great thing that occurred from somebody’s suggestion, let them present it. Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. I typically call this, “checking your ego at the door”.

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Chief Customer Officer Customer Experience Customer centricity Consulting 63

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. Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals.

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Chief Customer Officer Metrics Accountability Consulting 56

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! That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

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Chief Customer Officer Customer centricity Journey mapping Coaching 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Hybrid customer service. Tip #1: Don’t worry if it doesn’t scale. However, that’s not the case.

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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.

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CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. Does your team have an evangelist?

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Consulting Consulting Chief Customer Officer Journey mapping 68

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Chief Customer Office, SalesLoft. Twitter: @greg_p_collins Highlight an Agent for great service at your next team meeting, presenting them a funny trophy for their desk (think old bowling trophy from Goodwill). Here's what they shared. Brad Cleveland.

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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. Do you prepare a PPT or a document of any kind and send it across to your customer beforehand?

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Solvvy

JUNE 12, 2018

AI, Bots and Humans – The Future Customer Journey is Here. Jim Whatton , VP Solutions Consulting, Genesys. Chas Bowman , Senior Technical Sales Consultant, Genesys. We all know that technology is changing the customer experience landscape. The “Make Mom Proud” Standard for How to Treat your Customers.

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Altivon

SEPTEMBER 28, 2017

The webinar, titled “ Re-Tool the Contact Center for Better Patient Experience ”, presented an overview of issues facing the industry and its customers, as well as new technologies and best practices that can help address these issues. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer.

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Healthcare Contact Center Chief Customer Officer Multi-channel support 40

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?

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Customer Experience Chief Customer Officer Customer centricity Airlines 76

Amity

JUNE 21, 2017

In this situation, the sales team of the CSM platform solution may consider them an “unqualified lead” and decide to refrain from selling their solution to this prospect at the present time. Vendors are likely to find that such customers require more consulting and education than software solutions.

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Chief Customer Officer Coaching Education Consulting 63

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Pointillist

MAY 19, 2020

Connecting cross-channel behavior and business unit data is crucial to improve APH, achieve cross-sell goals and meet customer needs. “ Jeff Sheehan Customer Experience Consultant CX JS Consulting Data silos are the primary barrier for effectively measuring and improving customer experiences.

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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. Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

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. .

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Amity

JUNE 28, 2017

Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business. Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same.

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Comm100

FEBRUARY 20, 2018

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. As Joe Gagnon, Chief Customer Officer of Aspect Software writes , “There is a predictable and reliable component of Chatbots. Chatbots can also be used for marketing.

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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.

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SaaS Chief Customer Officer CRM Consulting 48

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. I’d highly recommend the Chief Customer Officer, and Chief Customer Office 2.0

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Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. This is good news for those of us among the CX consulting community and especially the CX provider community.

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Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

NOVEMBER 8, 2019

While CRMs function as a central repository for your data , they don’t necessarily present this information at the moment s it matters most. How do you break down your programs to achieve maximum benefit for both your customers and your company? This creates a potential for important tasks to slip through the cracks.

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ChurnZero

JULY 9, 2020

At ChurnZero, we created our Admin Academy – a series of live, recurring webinars – to give customers the knowledge and skills they need to configure ChurnZero. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager.

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Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. This blog is a summary of those findings.

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ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Bigger budgets for Customer Success.

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SaaS Chief Customer Officer Metrics Education 52

ChurnZero

JUNE 17, 2022

The most important metrics to track include customer commitment to the platform (spending time in the app and exploring its full breadth), customer engagement with your team (interacting with the CSM for high-touch models and with support and resources for low-touch models), and impact on business outcomes and time to value.

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Metrics SaaS Surveys Self service 98

ChurnZero

FEBRUARY 23, 2023

Improve customer onboarding You never get a second chance to make a first impression. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build. Customer health scores are an effective tool to gauge expansion likelihood. Good customer support is good marketing too.

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Management Upselling Customer retention Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Improve customer onboarding You never get a second chance to make a first impression. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build. Customer health scores are an effective tool to gauge expansion likelihood. Good customer support is good marketing too.

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Management Upselling Customer retention Chief Customer Officer 52

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. The key is being consultative and guide customers to their outcomes. To give us an even better solution.

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