ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer SaaS Sales Upselling 52

ShepHyken

NOVEMBER 29, 2022

Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. He shares what customer service professionals can learn from their own experiences and use to create lasting value at every point of their customer’s journey. . . ” .

Chief Customer Officer 33

Chief Customer Officer Airlines Customer Service Customer Experience 33

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer SaaS Self service Sales 52

Sampson Lee

APRIL 19, 2015

I take the subway to a business meeting and when I come out of the station, a sudden and heavy rainfall has. Article Chief Customer Officer Customer Experience Customer Loyalty Digital Marketing Editor''s Pick Think Tank'

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Chief Customer Officer Management Marketing Customer Experience 110

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

NOVEMBER 21, 2024

Despite their critical roles, customer success teams face the daunting task of managing vast data from customer interactions. The Future of Customer Success with AI As AI becomes essential to customer success, businesses can shift their focus from manual data analysis to strategic initiatives.

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Chief Customer Officer Enterprise Upselling Sales 62

ShepHyken

JULY 25, 2022

A good employee experience (EX) supports and enhances customer experience (CX) in many ways. My Comment: If you want a good customer experience (CX), the company needs to create a good employee experience (EX). 6 Considerations for a Meaningful Customer Service Policy by Kate Spirgen. Quite a bit.

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Customer Service Chief Customer Officer Automotive Wait times 36

CX Global Media

OCTOBER 31, 2018

I had known Bill through digital interactions for several years and deeply respected the huge impact he had made on the entire customer service and contact center industries over his career. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee.

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Call Center Contact Center Finance Consulting 345

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How is a Customer Success Team Structured?

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Chief Customer Officer Coaching Accountability Surveys 127

Peter Lavers

FEBRUARY 20, 2019

As a recognised CX influencer they invited me to a Roundtable event to give me and others a sneak preview of the findings and the opportunity to meet and discuss the big issues with its researchers and authors.

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Chief Customer Officer Benchmark B2B Analytics 100

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.

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

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Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Peter Lavers

JANUARY 30, 2019

Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report.

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B2B Chief Customer Officer Benchmark Analytics 100

Beyond Philosophy

MAY 12, 2021

Three out of five of the top priorities of organizations were related to customer engagement, which is great for organizations. However, the challenges in meeting customer expectations and changes in the workforce confuse organizations. Chief Customer Officer) that guided the organization to the solution. .

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Chief Customer Officer Analytics Technology Surveys 221

ChurnZero

MARCH 10, 2021

Alex Dingley, Customer Success Director – WorkZone. Amanda Ingraham, Vice President of Customer Success – 15Five. Chris Bush, Chief Customer Officer – Black Kite. Manager of Customer Success – Mailchimp. Gustavo Bianco, Global Head of Sales & Customer Success – Pipedrive.

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SaaS Chief Customer Officer Employee engagement Enterprise 98

Totango

NOVEMBER 14, 2023

. “Communities reduce customer friction while helping success teams run more efficiently through one-to-many enablement, support, and advocacy programs,” said Jay Nathan, EVP and Chief Customer Officer at Higher Logic.

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Chief Customer Officer Best practices Feedback Enterprise 101

ClearAction

MAY 29, 2016

Since good customer experience is a matter of meeting or exceeding expectations of value, all of the value-creating, -delivering, -managing, and -enhancing areas of the company must be actively involved in customer experience management.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. 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.

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Customer Service Customer centricity Contact Center Consulting 207

Spearline

NOVEMBER 5, 2020

In a recent interview with Moshe Beauford, technology journalist for UCToday, Dan Hayes, Spearline’s Chief Customer Officer, got the chance to answer some pivotal questions about the challenges telecoms providers have faced during the novel Coronavirus. This is one of the more interesting areas to observe.

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Telecommunications Chief Customer Officer voip Enterprise 95

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. S – Specific.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

MARCH 26, 2019

Leaders in Customer Centered Economy to Convene at First Meeting During Upcoming Customer Success Summit – 2019 Global Executive Forum. Eugene Trautwein, VP of Customer Support, Commvault. Aron Lanclos, Director of WW Customer Support, Commvault. Peter Storer, Chief Revenue Officer, Avero.

Chief Customer Officer 15

Chief Customer Officer Customer centricity Enterprise Best practices 15

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

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Chief Customer Officer Construction Surveys Customer Support 59

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. These questions include the following examples: Should I measure NPS or CSat?

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Customer centricity Customer Experience Chief Customer Officer Construction 105

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

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Chief Customer Officer Customer centricity Engineering Analytics 71

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. What does customer experience look like inside ChurnZero?

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Chief Customer Officer SaaS Customer retention Metrics 78

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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Chief Customer Officer SaaS Engineering Customer centricity 60

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. Tip #8: Report on customer service metrics at company meetings. In theory, it’s great advice.

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Customer Service outsourcing Chief Customer Officer Self service 128

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

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Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

NOVEMBER 22, 2019

RYG is an acronym for “Red Yellow Green” and represents a Customer Success team’s goal to create happy and successful customer s and advocates. We want our RYG events to be industry events where smart and motivated professionals want to meet. Why are we doing a Customer Success conference ?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

CSM Magazine

AUGUST 22, 2019

In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer centricity 40

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.

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Chief Customer Officer Finance SaaS Benchmark 87

Taylor Reach Group

MARCH 8, 2021

Regular meetings uncover information that leads to informed conclusions and recommendations. Senior leaders and contact center leaders should plan to meet with the consultants by phone on a regular monthly or quarterly basis, to discuss how the plan is being implemented and any roadblocks that have appeared. Lack of Ongoing Support.

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Consulting Consulting Contact Center Chief Customer Officer 100

C3Centricity

MAY 11, 2020

When this happens, every division is obliged to see how they will be impacted and what part they will play in meeting it. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric. That is why a customer-first strategy needs a separate functional head.

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Customer centricity Chief Customer Officer CRM Sales 98

Answer Dash

JUNE 27, 2018

In our anxiety, in our push to get things done, we will start saying yes to everything, including all of those meeting invites. Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. Don’t do this! See more of her writings at her official blog.

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Chief Customer Officer Customer Experience Customer centricity Consulting 63

Help Scout

APRIL 29, 2021

Talk about customers: Help the rest of your company be exposed to real customers, too. Bring a customer into a town hall meeting or share a customer story in your internal newsletter. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

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Customer Service Customer centricity Chief Customer Officer Metrics 139

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