CSM Magazine

NOVEMBER 6, 2016

The answer, of course, was great customer service. The journey to customer and revenue retention. In recent years, increasing competition and the advent of new technologies have given rise to growing customer expectations, meaning the importance of customer service in business is more important than ever.

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers. Having a critical knowledge of customers, and learning from their unique behaviours, therefore, remains fundamental to the success of CX.

Customer Experience 59

Customer Experience Chief Customer Officer Customer centricity Enterprise 59

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

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. RPA Helps Contact Centers Deliver Better Customer Experiences.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Instead, he cringes. Daniel Sills.

Marketing 61

Marketing Customer centricity Big data Chief Customer Officer 61

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies? What do I mean by that?

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53

CSM Magazine

FEBRUARY 4, 2021

As a result, modern consumers now expect brands to demonstrate loyalty to them, by delivering an enhanced customer experience and meaningful interactions across all touchpoints, making effective customer communications and customer experience (CX) programmes an absolute priority for brands that wish to succeed.

Chief Customer Officer 52

Chief Customer Officer Journey mapping Customer centricity Technology 52

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. You'll need either a LinkedIn Premium subscription or a Lynda account to view the full course. The relationship between staff and service level is not linear – it’s exponential.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

Pointillist

JUNE 5, 2019

High Performers Are More Likely to Effectively Integrate Data, Analyze Behavior and Engage Customers Across Channels “The days are long gone when companies only focused on their products and services.

Management 89

Management Analytics Chief Customer Officer Metrics 89

Lumoa

APRIL 24, 2018

It’s also a lagging indicator, meaning it doesn’t help teams proactively flag and address customer experience issues in real-time. All of this goes to say that NPS can contribute to a brand’s customer-centric evolution, but the metric is not a silver bullet and should be used in conjunction with other insights.

Consulting 126

Consulting Consulting Metrics Feedback 126

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

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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. The customer’s perception of success is everything. Is this dashboard for a specific customer?

Metrics 98

Metrics SaaS Surveys Self service 98

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

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Squelch

JULY 23, 2019

In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies? What do I mean by that?

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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. Irit Eizips: (01:16) If you look at the industries and all the businesses dealing with customers, everybody is affected very differently.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

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

DECEMBER 31, 2018

What’s mostly standing in the way as I see it is the current economic outlook that is causing organizations to stay the course and avoid any potential risk. Critical advancements that the CX profession will need to make in 2019: This is probably THE most critical area for the CX profession going forward in 2019 and beyond.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Jeanne Bliss: Sure, of course.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

ChurnZero

JUNE 3, 2022

If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. I first heard this term—I even remember where I was—I was in a cafe in Cupertino, that’s about 10 years ago, with the CEO of Ansys, and I remember thinking at the time when he was talking about customers.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. I first heard this term—I even remember where I was—I was in a cafe in Cupertino, that’s about 10 years ago, with the CEO of Ansys, and I remember thinking at the time when he was talking about customers.

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

JULY 15, 2022

Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. Recent studies have shown that customer-centric companies are 60% more profitable than companies that aren’t. IBM Journey Designer.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 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. The customer’s perception of success is everything. Is this dashboard for a specific customer?

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Dave Jackson.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

JUNE 10, 2020

In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. This is one of the most followed blogs on Customer Success. Follow him to enhance your knowledge especially on Customer Success, Customer Experience and Customer-centric business. #2

Chief Customer Officer 10

Chief Customer Officer Coaching SaaS Customer centricity 10

Vistio

MAY 28, 2022

They acquired us and I learned a ton under that organization about how to be just incredibly customer-centric in everything we do. And of course the chat and all the different channels. Jeanne Bliss has written some really good books too, like the Chief Customer Officer. I established all the right KPIs.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

SmartKarrot

OCTOBER 7, 2020

In a subscription-based business, it is most important that you retain customers for as long as possible. The customer lifetime value increases with long-term retention and your company’s valuation goes higher. When you have a customer-centric approach in your business strategy, your customers tend to stay with you for the long-term.

SaaS 10

SaaS Chief Customer Officer Metrics Customer centricity 10

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus. In 2022, all companies need to take a radically customer centric approach.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Personalization 52

Netomi

APRIL 7, 2023

Charlie Cole, TUMI, (former) Chief Digital Officer TUMI is a company now known for being customer-centric. When Charlie took on the role of CDO, he recognized that the company was not executing well on customer-centricity. According to Jeff, “Leaders start with the customer and work backwards.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52