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

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

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Chief Customer Officer Marketing Customer centricity Customer retention 10

CSM Magazine

AUGUST 30, 2023

Waterfield Tech, a leading global customer engagement solutions provider, today announced it was named Avaya North America Partner of the Year for State, Local, and Education (SLED). “Waterfield Tech plays an integral role as a trusted advisor to our shared customers’ unique cloud journeys. .”

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Chief Customer Officer Education Government Consulting 52

JustCall

MARCH 8, 2023

She has worked as a senior-level customer service executive at a Fortune 100 company and is now a keynote speaker, author of two books, guest lecturer at Columbia University, and adjunct faculty at the Rutgers executive education MBA program. Her thought leadership in CX continues to influence and shape the industry.

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ChurnZero

APRIL 27, 2022

For the vendor, delivery includes providing support and education throughout the customer journey as they move through initial implementation, integrate your product with any legacy systems, and learn how to use it in a way that brings them the best results. Customer onboarding and ongoing customer education are keys to success.

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ChurnZero

MAY 17, 2022

We’re delighted that some of the most trusted names in our industry are recognizing ChurnZero’s leadership and excellence in the Customer Success field.”

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Chief Customer Officer SaaS Education Technology 98

Beyond Philosophy

APRIL 14, 2015

Many think your job is to fix the process so Customers are happier, but the process is only a part of their experience. If they don’t recognize that, you must have to educate them on what the Customer Experience entails. Many times Customer Experience is a goal, but it isn’t tied into incentives for performance.

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ClientSuccess

NOVEMBER 20, 2020

Whether you’re looking for networking opportunities, product recommendations and education, or thought leadership and education, conferences are a great way to achieve just about any of these goals. Chief Customer Officers Conference – [link]. February 2021 – Atlanta, Georgia.

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Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . So , more and more you see CCOs actively taking part in this, especially as Customer Marketing comes into its scope, which is happening in some companies today. A: [Customer Education is] an integral part of it so yes.

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ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer SaaS Education Customer advocacy 53

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. Customer Success eBooks. The Human Duct Tape Show Podcast.

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Chief Customer Officer SaaS Education Best practices 70

Mindtouch

APRIL 17, 2017

Outstanding Customer Success Strategists. Adam Avramescu , Optimizely, Director of Optiverse and Customer Education, @avramescu, LinkedIn. Adam Waid , Salesforce, Director of Customer Success, @adamwaid, LinkedIn. Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn.

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Chief Customer Officer Education Consulting Consulting 91

Nicereply

MARCH 23, 2021

Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title).

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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.

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ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

MAY 17, 2022

We’re delighted that some of the most trusted names in our industry are recognizing ChurnZero’s leadership and excellence in the Customer Success field.”

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Chief Customer Officer SaaS Education Technology 52

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! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

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Chief Customer Officer Customer centricity Journey mapping Coaching 52

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

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Sales Chief Customer Officer Metrics Surveys 52

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.

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Chief Customer Officer Customer centricity Education Consulting 40

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Chief Customer Officer Finance SaaS Benchmark 87

Quiq

JUNE 17, 2019

When asked what motivated the company to look to messaging as an engagement channel , the company’s response clearly captured their commitment to delivering a superior customer experience with leadership stating “…We wanted to provide a channel that put the format back in the customer’s control.”. Read the full article on ZDnet.

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Chief Customer Officer Customer centricity Education Customer Service 40

ChurnZero

FEBRUARY 11, 2022

But Michael finds many customer success leaders default to playing defense. “I I talk to customer success leaders and they’ll say things like ‘I have a new chief customer officer or a new CEO and I need to find out what they think about customer success,’” says Michael. Education breeds confidence.

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Chief Customer Officer Education Customer retention Enterprise 98

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. Mary : Accelerated adoption of new features due to building awareness of impact to customer’s business results.

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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.

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ClearAction

MAY 29, 2016

Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience. Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint.

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Marketing Customer Experience Chief Customer Officer Calibration 97

ChurnZero

NOVEMBER 27, 2019

This along with p roper education, planning and an openness to adjust y our approach are important tools for break ing down barriers to monetization. . Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable .

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Chief Customer Officer SaaS Metrics Education 75

Education Services Group

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero.

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Consulting Consulting Chief Customer Officer Construction 89

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

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ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

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Management Customer retention Upselling Chief Customer Officer 52

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. 3) Facilitate CX Adoption.

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Customer Experience Chief Customer Officer Customer centricity Enterprise 71

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. You can complement your congratulatory announcement with related educational resources to share additional feature use cases or common tip and tricks.

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Chief Customer Officer Education Construction Accountability 52

Education Services Group

NOVEMBER 8, 2021

55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year. Another pleasant surprise for our Customer Success experts was the growth in the role of the Chief Customer Officer (CCO) and the number of CS organizations that are led by VPs and above.

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CX Journey

FEBRUARY 5, 2015

According to AT&T’s Office of the Customer , “ CX knowledge will be required at higher levels in every position in the organization. This will come in the form of education, skills training, support, enhanced data, expanded partnerships, and a new focus on innovative design skills and talent.”

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Chief Customer Officer Customer centricity Engineering Analytics 71

Customer Guru

DECEMBER 13, 2017

Building accountability towards customer experience – appoint a Chief Customer Officer. The first and foremost thing is to appoint a Chief Customer Officer (CCO) or at least a Head of Customer Experience. Improving customer experience has great benefits for every business.

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Customer Experience Chief Customer Officer Customer centricity Coaching 119

CustomerSuccessBox

DECEMBER 6, 2021

Aaron Thompson is currently the CRO at SuccessHACKER, the leading provider of Customer Success Enablement and Education. He runs Glide Consulting as his means to enable companies to make wise decisions and gain control over their customer lifecycles and experience. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

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SaaS Customer advocacy Coaching B2B 52

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious.

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Metrics Chief Customer Officer Customer retention Strategic Value 62

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0:

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