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. Mary Poppen , Glint, Chief Customer Officer, @Mary__Poppen, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Customer Guru

DECEMBER 13, 2017

In the coming years, I am certain that brands will be competing with each other to deliver better customer experience and that customers would flock to the brand that does a great job at it. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

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

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. The same is true with metrics.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

Amity

APRIL 7, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team's primary goals is important.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team’s primary goals is important.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. Agent applications help them provide a better experience for customers, while also delivering important analytics data on their own performance. Chief customer officers have been laser-focused on analytics.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 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

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

Eptica

JUNE 17, 2016

One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. In this post I’m going to talk about each of them based on Eptica’s own experiences of working with customers across the world.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Pointillist

MAY 19, 2020

Organizations across industries struggle to connect customer behavior and journeys to business-critical KPIs, such as revenue, churn, cost to serve and more. Only 21% of respondents are very or extremely satisfied with their ability to quantify the impact of CX on business metrics.

Management 94

Management Journey mapping Analytics Customer centricity 94

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. In some cases, the two roles might be combined though.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Jay: Having clarity on the metrics that you want to measure for the team that you manage is job number one, from an operational perspective. And then what are your targets for those metrics?

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team’s primary goals is important.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

B2B 52

B2B B2C Surveys Metrics 52

Mindtouch

AUGUST 21, 2019

Though widely used, the traditional knowledge base can present certain limitations in terms of functionality and scale which fail to meet the complex needs of larger organizations (and modern customer self-service). Agent adoption metrics. Others require third-party tools. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

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.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Chief Customer Officer 52

Chief Customer Officer Surveys Customer retention Accountability 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Amity

JULY 26, 2018

For example: Purpose of the position: To increase customer loyalty within the existing customer base. Having metrics in this section is a plus because it tells applicants you have measurable (and hopefully attainable) goals in mind for them. Help the Chief Customer Officer to create a churn reduction plan.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

JULY 9, 2020

You can also host customer panel or ask me anything (AMA) webinars to encourage more interactive, dynamic discussions compared to the traditional format with a sole presenter or one-way dialogue. For these types of less scripted presentations, having a moderator who is highly knowledgeable on the topic is a must.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Instead, I am sharing with you examples of the ultimate Conqueror state in each pillar: Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

ChurnZero

JANUARY 15, 2021

The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics. I predict 2021 will be the year businesses rely on interdepartmental Customer Success metrics more than ever. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

ChurnZero

MARCH 28, 2023

CSAT measures customer satisfaction. Answer options are usually presented on a 3-point or 5-point scale (e.g., Read the complete guide: The ChurnZero guide to product walkthroughs The building blocks of customer satisfaction and loyalty Customer engagement is a building block of customer satisfaction and loyalty.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

CX Journey

JANUARY 26, 2016

To build that customer-centric culture, to get the entire organization to live and to breathe the customer, here are some adoption techniques to consider: brand your initiatives, even name a character/mascot after it deliver ongoing education about customer initiatives, expectations, new products, etc.

Customer Experience 39

Customer Experience Chief Customer Officer Customer centricity Education 39