CSM Practice

MARCH 9, 2021

In this fireside chat, they discussed their approach in executing their vision and the internal and external impact of their strategies. Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

GetFeedback

JANUARY 19, 2020

So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Click here to enlarge map) . One caveat: don’t take this as a model for the only or the right way to document a journey map.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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! That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Answer Dash

SEPTEMBER 14, 2019

I’m excited to share that I’ve partnered with Oracle on a research study that takes a cross-generational look at customer preferences, behaviors, and expectations. We’ve included plenty of stats and insights to help you understand this journey and build appropriate strategies to accommodate your varying customer needs.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Journey mapping Customer centricity 52

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Peter Lavers

FEBRUARY 20, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. I would highly recommend that you read it as it’s detailed and packed with insight in seven key aspects of the global CX landscape: CX transformation.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . When we think about models and strategies, I’m not sure if we’re talking about ‘how do we engage with them,’ or ‘how do we bring them on the journey.’

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52

CX Journey

SEPTEMBER 20, 2016

Cross-functional collaboration and involvement is needed to execute on your customer experience strategy. When those silos exist, a customer’s end-to-end experiences with the organization are fragmented and painful. Journey maps.

Customer Experience 79

Customer Experience Journey mapping Government Chief Customer Officer 79

CSM Magazine

FEBRUARY 4, 2021

Rachel Bradbury Head of CCB Client Relationship & Development at Paragon Customer Communications discusses the strategies driving effective customer experience (CX) and brand loyalty efforts. It can, however, be an extremely time consuming and draining step for even the largest global organisations.

Chief Customer Officer 52

Chief Customer Officer Journey mapping Customer centricity Technology 52

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. Another challenge for customer experience teams is figuring out how to move forward and build momentum after they’ve created their first customer journey map.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

CX Journey

JUNE 19, 2015

A couple years ago, I wrote about several different ways to get executive buy-in for your customer experience initiatives and to get a commitment from them to focus the organization on the customer and on driving change to better the customer experience. It's not new; she wrote about customer rooms five years ago.

Journey mapping 71

Journey mapping Chief Customer Officer Education Engineering 71

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

Maru Group

FEBRUARY 19, 2020

Tailoring engagement efforts to specific customer segments will increase the return on investment. Stacey Kinley, Vice President of Strategy and Development at Maru/Matchbox moderated a panel discussion with industry experts during the Symposium. By working together, potential issues can also be addressed in advanced.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer centricity 105

Customer centricity Customer Experience Chief Customer Officer Construction 105

Customer Guru

DECEMBER 13, 2017

Her topmost item in that list is “ CEO’s get more involved in CX Strategy. Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. It is pivotal for an organization to have a holistic view of how each department impacts the customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. Organizations seem to still struggle with figuring out how CX fits within their overall business strategy.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ClearAction

JANUARY 14, 2015

Trendy Customer Experience Management. In today's array of CXM webinars, articles, and conference speeches, hot topics include predictive analytics, journey mapping, touch-points, user experience, communities, digital and content marketing, self-service and social media. Customer Experience Management Success Factors.

Customer Experience 97

Customer Experience B2B Management B2C 97

Pointillist

MAY 19, 2020

Adoption of a Journey-based Approach is Critical for CX Success High-performing organizations rely on a journey-based approach to effectively manage and measure CX and maximize business results. As organizations align their teams around the customer, developing journey-based roles are growing in importance.

Management 94

Management Analytics Journey mapping Customer centricity 94

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

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

CSM Magazine

DECEMBER 20, 2016

Many agree that the success of any corporate undertaking in customer experience heavily depends on whether CEOs and other key decision makers (can be board members or other) buy into it. They say executive buy-in makes for an easier road to the happy customer, thanks to allocated budgets and all-round support with resources.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching SaaS Customer centricity 21

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Upselling Accountability Metrics 52

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

OCTOBER 27, 2020

To begin with, you need to be clear as to how you would help your customers achieve their goals. Naturally, to answer that, you should know in advance what your customer’s goals are. This is the bottomline of implementing any customer success strategy. Benefits of customer success roadmap.

Journey mapping 10

Journey mapping Chief Customer Officer Metrics SaaS 10

CX Journey

NOVEMBER 6, 2014

Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Is yours a standalone, office of the Chief Customer Officer organization or bundled within another function like marketing, general business intelligence, or customer support?

Consulting 68

Consulting Consulting Chief Customer Officer Journey mapping 68

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. This will be easier for the quicker fix issues.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. CX Strategy and Skills “Then” vs. Now. Our favorite content from Annette : Unified CX: Real World Examples. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76