Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play.

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Chief Customer Officer Customer centricity Best practices Customer retention 56

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

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Chief Customer Officer SaaS Sales Upselling 52

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet.

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Customer centricity Chief Customer Officer CRM Sales 98

Customer Guru

AUGUST 8, 2018

She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Create a customer-centric culture.

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Chief Customer Officer Customer centricity Customer advocacy Accountability 98

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.

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

Nicereply

MARCH 23, 2021

Shep’s an author, speaker and thought leader on all things customer service. Subscribe to his blog for great knowledge about elevating your customer service strategy. Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog.

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Chief Customer Officer Customer Service Consulting Consulting 141

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

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Customer centricity Chief Customer Officer Metrics Enterprise 62

Toister Performance Solutions

FEBRUARY 4, 2020

Customer Experience futurist, Blake Morgan, recently wrote an article for Forbes titled, " The Case Against a Chief Customer Officer." Do customer-centric companies have a CXO? There are 11 customer-centric companies profiled in my book, The Service Culture Handbook , so I decided to examine them.

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Chief Customer Officer Customer centricity Advertising Government 82

Customer Guru

DECEMBER 13, 2017

The biggest challenge is aligning the organization towards the goal of customer centricity. While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Coaching mid-management on customer experience.

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Customer Experience Chief Customer Officer Customer centricity Coaching 119

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Beyond Philosophy

MAY 12, 2021

Also, it is essential to invest in areas that drive value for your customers. Investments in technology should be part of a Customer Experience improvement strategy. Porte agrees, adding that AI has done amazing things in the customer-facing areas of experiences. Remember that integrated technology is essential.

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Chief Customer Officer Analytics Technology Surveys 221

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”. Share stories of their success.

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Customer Service Customer centricity Chief Customer Officer Metrics 139

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.

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Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

MAY 13, 2022

Thats why its helpful to have foundational frameworks to focus your thinking and strategy. There’s a lot of lip service going around about being customer centric. Sometimes in Customer Success, we think we’re not part of the problem because we deal with customers all the time.

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Chief Customer Officer Finance Feedback Surveys 52

Peter Lavers

JANUARY 30, 2019

Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report. What best describes your organisation’s approach to change?

B2B 100

B2B Chief Customer Officer Benchmark Analytics 100

Amity

APRIL 25, 2016

Bill is a revenue marketer who leverages his background in professional development and training to create and execute content marketing strategies that drive profitable customer behavior. Chief Experience Office - Bill Quiseng. Deliver the World's Best Customer Experience. The Enlightened Customer.

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SaaS Chief Customer Officer Consulting Consulting 96

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. After all, happy customers and revenue are very closely related.

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Chief Customer Officer Customer centricity Enterprise Engineering 84

CSM Magazine

FEBRUARY 9, 2022

Taking place February 15th (11am Eastern/4pm GMT), ‘ Designing A Customer Service Strategy That Thrives in 2022 ’ will feature insights from senior leaders at The New York Times, PVH Corp (Tommy Hilfiger/Calvin Klein) & Momentive, and will ensure you leave with the strategies you need to reinvigorate your 2022 strategy!

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Chief Customer Officer Customer Service Customer centricity Consulting 52

Totango

MARCH 26, 2019

Eugene Trautwein, VP of Customer Support, Commvault. Aron Lanclos, Director of WW Customer Support, Commvault. Peter Storer, Chief Revenue Officer, Avero. Sue Fellows, Chief Customer Officer, Workfront. Brian Merritt, VP Sales and Customer Success, Trustpilot.

Chief Customer Officer 15

Chief Customer Officer Customer centricity Enterprise Best practices 15

CX Journey

FEBRUARY 5, 2015

However, I’d caution that in order to create sustainable value, your CX strategy must be intertwined into your entire business and not simply a function of marketing. For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. Yes, it’s important.

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Chief Customer Officer Customer centricity Engineering Analytics 71

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. The tiers of a SaaS company’s customer success team structure may have a variety of roles.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan.

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Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

Peter Lavers

FEBRUARY 20, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. I would highly recommend that you read it as it’s detailed and packed with insight in seven key aspects of the global CX landscape: CX transformation.

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Chief Customer Officer Benchmark B2B Analytics 100

ProProfs Blog

JUNE 30, 2020

That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Understand your team members better.

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Customer Service Chief Customer Officer Customer centricity Coaching 128

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

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

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Customer Experience Chief Customer Officer Airlines Banking 91

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

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Chief Customer Officer Education Upselling SaaS 17

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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Chief Customer Officer SaaS Engineering Customer centricity 60

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. VP-CX Responsibilities: 1) Develop CX Strategy .

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

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.

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Customer centricity Chief Customer Officer Best practices Customer Experience 82

Satrix Solutions

DECEMBER 1, 2020

In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions, and Steve Bernstein, CEO and Founder of Waypoint , discuss key ingredients for maturing your customer-centric culture. Steve, what role does company culture play in companies that lead in the area of customer experience?

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Customer centricity Chief Customer Officer Metrics Accountability 78

Eptica

SEPTEMBER 3, 2015

Give them objectives that relate to customer service – and reward them for achieving them. Some companies have created the role of Chief Customer Officer , a senior executive that sits on the board, working independently of other departments to ensure the whole organization is focused around customer-centric strategies.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. RachardRShapiro. Annette Franz.

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Customer Service Chief Customer Officer Customer centricity Scripts 0

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

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Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Having to align customer priorities. Ingrid Lindberg has steered four corporations through the customer-centric transformation process.

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Chief Customer Officer Customer centricity Customer Experience Marketing 52