ChurnZero

MAY 15, 2024

“Being a good customer leader used to be primarily about human relationships: the emotional intelligence-driven aspects of customer work and people management on fast-growing teams,” says Abby Hammer, ChurnZero’s chief customer officer and chief product officer.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

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

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

ChurnZero

JULY 21, 2023

Here at ChurnZero, we are privileged to have two women leaders on our executive team: our chief product officer Abby Hammer and our chief customer officer Alli Tiscornia. In their path to the C-suite, both leaders have worked extensively in customer success. Asking for help is a strength, not a weakness.

Chief Customer Officer 52

Chief Customer Officer APIs Accountability Personalization 52

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Maru Group

FEBRUARY 19, 2020

Customer journey mapping is also an important tool for utility providers, as it ensures new programs and initiatives are achieving consumer goals. This exercise was instrumental to the success of the smart city initiative undertaken by Colorado Springs Utilities (CSU).

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ChurnZero

MAY 20, 2021

If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. You will struggle to find Customer Success leaders If you need to hire a Director, VP, or Chief Customer Officer, get started early.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Unless you’re committed to that, the mapping would merely be an exercise with no tangible business outcome.

Journey mapping 52

Journey mapping Chief Customer Officer Customer Experience Sales 52

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

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 often see the best results from working out when you stick to a few basic exercises and progressively increase your weight over time.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

ClientSuccess

FEBRUARY 26, 2019

I’ve been walking our clients through this exercise lately and it’s been quite eye opening for them to say the least. 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.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

Lumoa

APRIL 24, 2018

Customer Hub linkedin twitter Why? When leaders overfocus on the score, NPS can become a frustrating corporate goal setting exercise. When leaders focus on the process of feedback, you end up putting the customer first. And, in fact, putting the customer first is what makes he score go up over time, too!

Consulting 126

Consulting Consulting Metrics Feedback 126

inmoment

MAY 14, 2020

Participants received exercise DVDs and resistance bands, food scales, and other weight loss support items. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #3: Do You Know Who Owns the Member Experience?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Kayako

FEBRUARY 13, 2019

The trick is to not map out the customer journey the way you WANT it to look but to understand the reality of the situation. I was at a conference recently and a Chief Customer Officer commented that the entire 10-foot wall of his office mapped out the customer journey in extreme detail. Involve Product.

Chief Customer Officer 49

Chief Customer Officer Metrics Education SaaS 49

ChurnZero

JULY 9, 2020

You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks. At ChurnZero, we recently introduced a Q&A column featuring our own Chief Customer Officer that provides advice on common customer challenges.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Another recommendation I’d give is to learn your audience and evaluate customers for the right level of engagement.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Paul: We’re going to talk about what is being described as the No.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Paul: We’re going to talk about what is being described as the No.

SaaS 52

SaaS B2B Upselling Metrics 52

Vistio

MAY 28, 2022

She’s written some really good books about just that whole customer success methodology and how do we make sure we’re really driving value through our organizations and making sure that our customers want to continue doing business with us. That’s another really good one. Those are probably my top. Those are great.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

SmartKarrot

FEBRUARY 2, 2021

They provide the necessary training to their team of CSMs and CSLs and if needed also organize sales and customer relationship-oriented training from industry veterans. Chief Customer Officer. Chief Customer Officer belongs to the C-suite and hence exercises the most power in any role in a customer success career path.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

SmartKarrot

MAY 26, 2022

Educational Programs: Programs and events about group problem solving, design thinking, hackathons, and such exercises can help improve the educational level in the organization. The culture will change if there is an initiative on the CEO’s end through-. Encouraging these events improves education on data aspects a lot.

Education 10

Education SaaS Analytics Surveys 10