Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 97

Chief Customer Officer Customer centricity Metrics Sales 97

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. And, customer complaint metrics are markedly better as well. Use metrics and statistics. Give them access to the experts.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. And, customer complaint metrics are markedly better as well. Use metrics and statistics. Give them access to the experts.

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Bill Hobbs , Totango, VP of Enterprise, @hobbs_bill, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Customer Centric Support

MARCH 6, 2017

Moving from a Customer Service role into a professional services organization caused a significant mental evolution. The all-important “C-Sat” (Customer Satisfaction Rate) suddenly took back stage to a far more demanding metric… revenue. After all, happy customers and revenue are very closely related.

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Chief Customer Officer Customer centricity Enterprise Engineering 84

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. R – Relevant.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

Chief Customer Officer 87

Chief Customer Officer Enterprise Management Customer retention 87

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. 10) Close the Loop with Your Customer Base.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

Pointillist

MAY 19, 2020

Additionally, many companies are now structuring their organization around customer journeys. “ Customer-centric enterprises are realizing the value of approaching CX from a journey-based perspective. Breaking down organizational data silos is the #2 overall customer experience challenge for the past two years.

Management 94

Management Journey mapping Analytics Customer centricity 94

Pointillist

JUNE 5, 2019

High-performers are more than 9 times more likely to integrate data from multiple sources, analyze customer interactions across channels, and engage with customers optimally through their preferred channels. It is also about changing customer and employee behavior to drive financial impact.

Management 89

Management Analytics Chief Customer Officer Metrics 89

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. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. When several different, disconnected systems are used, it can be difficult for CS teams to determine the root cause of issues like customer churn or engagement.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

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

CustomerSuccessBox

MARCH 2, 2022

This means, customer success as well provides service and support as that of customer support but with a key distinction that it tries to understand the pain points well before they arrive but with customer support, only appear after when the problem arises and that’s how the key metrics they both look into differs as well.

Chief Customer Officer 52

Chief Customer Officer Enterprise SaaS Metrics 52

ChurnZero

OCTOBER 30, 2020

“Everyone has seen a version of this chart before about the amount of growth you get by focusing on Customer Success and how it makes your company so much better,” says Mehta. “A A more subtle chart is how much of a difference in value companies have based on their net retention – net retention being a proxy metric for Customer Success.”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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). 24 Ways to Boost 2024 CX ROI.

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Customer centricity Chief Customer Officer Metrics Enterprise 62

ChurnZero

OCTOBER 15, 2021

Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ Within the last 36 months, NRR claims the top spot as a qualifying metric. The VC firm gave me the term sheet.

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

ChurnZero

DECEMBER 2, 2021

You need to show how you’ll impact those metrics one segment at a time.”. Jay Nathan , Chief Customer Officer, Higher Logic. If you meet with a VC, and let’s say you’re enterprise, and your NRR is only 100% of the enterprise, it’s not good enough. It has to be north of 120% of the enterprise.

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Customer advocacy SaaS Chief Customer Officer Sales 98

CustomerSuccessBox

FEBRUARY 27, 2019

For Small Companies: In small companies or in companies where the customer success division is in the early stages, a customer success leader should directly report to the CEO or COO. Should Customer Success report to Sales? Some early stage companies put the customer success department under sales.

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Upselling Chief Customer Officer SaaS Sales 65

Mindtouch

AUGUST 21, 2019

Traditionally, knowledge management is defined as the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets. and external (prospects, customers, etc.) Knowledge management is the process of effectively creating, capturing, distributing and sharing an enterprises’ information assets.

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Management Self service Chief Customer Officer Chatbots 88

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Larger Organizations and Enterprises (CX teams of 10 to 20 people) Typically, a large organization’s customer experience department has a complex structure and is a significant part of the company.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. 10) Close the Loop with Your Customer Base.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

Education Services Group

APRIL 16, 2021

Not necessarily direct competitors, but this means global Enterprises can see how they stack up against other global Enterprises, and one high-growth startup compared to others in that same category. I’m sure it comes as no surprise to anyone that formulating Customer Success-based metrics is a critical component of effective CS.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Usually, that’s about 8 or 10 metrics at the most. Q&A Recap.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Talkdesk

OCTOBER 9, 2017

Panelists (from Left to Right): Scott Bajtos, Chief Customer Officer, VMware. Mike Zinne, VP of Customer Experience, Zendesk. Alex Miller, VP and General Manager, Stack Overflow Enterprise. Andy Mowat, Director of Customer Success Operations, Box. Session Host / Moderator: Ryan Lawler, Writer, TechCrunch.

Chief Customer Officer 40

Chief Customer Officer Enterprise Customer centricity Metrics 40

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Amity

JUNE 21, 2017

Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer. We suggested that this metric is insufficient and a new analysis, CMI, is needed to augment it for it to be useful. And still something was missing.

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Chief Customer Officer Coaching Education Consulting 63

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. We’re not Account Managers (a vitally important role in Enterprise B2B business) where the allegiance aligns with growing the account.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

Squelch

JULY 23, 2019

So companies could make a lot of money selling software without having to provide ongoing value to the customers using it. Private companies known as Application Service Providers hosted and rented enterprise software, which was deployed in their own data centers without purchasing licensing. They don’t collect customer feedback.

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53

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

ChurnZero

JANUARY 4, 2019

Just as you reply on Amazon to know what type of products you need or want to make your life easier, customers are now relying more and more on their vendors and partners to guide them. 20.) “While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Magazine

DECEMBER 20, 2016

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. Challenge 1: Who should govern customer experience management?

Customer Experience 40

Customer Experience Chief Customer Officer Government Journey mapping 40

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

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Call Center Customer Support Customer centricity Contact Center 56

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc. Training plan.

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Chief Customer Officer Best practices Sales Accountability 52

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. We see innovation happening in service, and those officers have very senior titles and very broad responsibilities. Enterprise is bringing scale and sophistication with it.

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Average Handle Time Chief Customer Officer Wireless Enterprise 42