TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 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.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Totango

MARCH 26, 2019

the leader in customer success for the enterprise , today announced the Totango Customer Advisory Board (CAB) that serves to provide strategic advice as the company develops technology and services to enable enterprises to achieve their customer-focused goals. Eugene Trautwein, VP of Customer Support, Commvault.

Chief Customer Officer 15

Chief Customer Officer Customer centricity Enterprise Best practices 15

ChurnZero

MARCH 10, 2021

ChurnZero is proud to have won the APPEALIE SaaS Marketing Leader Award and see many of our customers win the SaaS Customer Success Leader Award. . APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. .

SaaS 98

SaaS Chief Customer Officer Employee engagement Enterprise 98

Peter Lavers

MAY 24, 2018

It’s also vital to recognize the complementary roles of all the different channels in the customer experience – the digital experience is often a key influence even if the sale happens elsewhere. Content Management has been a cottage industry for too long! See [link]. See [link]. See [link] and [link] [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

ChurnZero

MAY 13, 2022

Tackling these questions is tough for even the most seasoned Customer Success leader. Because as the industry evolves, best practices change. Sales has ops, no one questions it. As your team grows, as your customer base diversifies, as you try to do more, you need someone who’s solely focused on that.

Chief Customer Officer 52

Chief Customer Officer Finance Feedback Surveys 52

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

Mindtouch

APRIL 17, 2017

This list lets the world know what the industry as a whole is thinking. We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Follow them online to get the latest insights on industry trends.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. We specifically like his wrap-up of customer service blog posts that he curates from a variety of resources and publishes weekly.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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

Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Customer Guru

AUGUST 8, 2018

Carol Buehrens is a leading customer experience expert, best-selling author, and professional speaker. She has over 30 years of experience in the industry and is renowned for her powerful presentations and workshops. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

CX Global Media

JULY 9, 2019

The CCVS has a Speaker Faculty of more than 35 industry experts that deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that help to guide my thinking and idea creation on hiring right.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. It seems like customers have a voice louder than ever before.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Working with companies from different industries, I’ve come across this challenge in almost every company that I have engaged with.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.

Chief Customer Officer 108

Chief Customer Officer Accountability Best practices Feedback 108

ChurnZero

DECEMBER 20, 2021

Current customer health score trends to know about. Speaker: Irit Eizips, Chief Customer Officer & CEO, CSM Practice. Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. What’s Next.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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 you have a dedicated customer success team, you are empowered to focus on building one-on-one relationships with customers. Leverage CS to Increase Sales.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. One persuasive technique is to compare expansion CAC to new customer CAC.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ProProfs Blog

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

Lumoa

MARCH 21, 2023

Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 You want customers to fall in love with your brand.

Customer Experience 88

Customer Experience Chief Customer Officer Customer centricity Advertising 88

C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

Customer centricity 98

Customer centricity Chief Customer Officer CRM Sales 98

ChurnZero

DECEMBER 2, 2021

From sessions on building variable compensation plans and Customer Success tech stacks to fostering customer advocacy and community, BIG RYG explored how today’s Customer Success leaders are tackling major industry challenges and advancing their Customer Success game. Amy Manning , VP of Customer Success, LawGeex.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. SunGard: Chief Customer Officer as Change Agent.

Customer Experience 97

Customer Experience B2B Management B2C 97

Amity

MARCH 24, 2016

Coming from a retail background, I had a lot of experience in different roles and I loved the industry. A friend actually sent me the job posting for a Customer Success Manager (CSM) at Vend. I knew of Vend, being in the retail industry, and because of their big presence in New Zealand.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. If you’ve ever worked in sales, you may be familiar with the idea of a ride-along.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128