ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

ChurnZero

AUGUST 11, 2020

This redirecting trained AccuPoint’s customers to check the knowledge base first for answers. . The more you educate your customers on the platform, the more they become advocates and refer your platform for you,” says Timothy Murenzi, founder of GoAnalyze. GoAnalyze had phenomenal results after updating their knowledge base.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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: Do you use surveys to measure success and value? .

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

ClearAction

MAY 29, 2016

Experiential marketing and loyalty marketing as brand strengtheners have evolved Marketing’s historical emphasis from customer acquisition to a greater balance in retention, repurchase, expanding share-of-wallet, and engaging customers as brand evangelists.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

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).

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Is this dashboard for a specific customer?

Metrics 98

Metrics SaaS Surveys Self service 98

Education Services Group

NOVEMBER 8, 2021

Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Our findings support this trend as well.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

ChurnZero

DECEMBER 2, 2021

That’s either for support or brand research. […] 88% of people we surveyed felt better about brands that offer a shared space for customers to connect. They also look at how you respond to customers. Every Customer Success leader needs to be educated on the business realities of SaaS.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Horizon CX

DECEMBER 31, 2018

The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell. Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. But, I still see a lot of CX teams completely focused on customer feedback and employee feedback and the mechanics of it and not much talk of predictive or prescriptive analytics.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 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

Customer Guru

MARCH 7, 2018

A testimony to this is a recently held DCAT event in New York, where each and every one of our key customers said that CX is the key differentiator for Piramal. Customers found that the way we follow up with them is immensely valuable. The customers valued this very much. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

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.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

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

Amity

JUNE 28, 2017

Decision : RETAIN: if you had services resources available and were interested in investing in services, these are the top customers to do it with. 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.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer Customer centricity Education Finance 10

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?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Is this dashboard for a specific customer?

Metrics 52

Metrics SaaS Surveys Self service 52

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. Dare to rethink what's been done.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

MAY 26, 2022

A survey shows that this dark data amounts to 55% of the company’s data on average. But a 2021 survey by NewVantage Partners Big Data and AI Executive shows that only 1 in 3 companies have a structured data strategy and will experience business outcomes. Encouraging these events improves education on data aspects a lot.

Education 10

Education SaaS Analytics Surveys 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

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Ultimately, what gets measured gets improved!

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ChurnZero

AUGUST 21, 2020

Help customers be agile: Customer Success will be increasingly defined by how much your product could adapt to customer’s changing requirements. Abby Hammer , Chief Customer Officer, ChurnZero. “I Product believes their ownership is necessary to ensure high quality user experiences.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales B2B 84

ChurnZero

OCTOBER 28, 2021

To help us continue to learn and grow, ChurnZero, ESG, and Higher Logic, invited CS leaders to participate in a survey for the second year in a row, to share their experiences of where they fit within their organization and the influence they have. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Q&A Recap.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. Create a revenue engine through communication and education that enable your team to achieve your organization’s top goals. It’s your Customer Satisfaction Score.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Not all of those customers are cloud. Similar to the customer health score.

Benchmark 69

Benchmark Surveys Chief Customer Officer Metrics 69