ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Serenova

DECEMBER 4, 2019

At the same time, it can alert a supervisor about an upset customer. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. The CCO is raising visibility among executives about the value of delivering stellar customer interactions.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" We all want to win with customers.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

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. Source: Oracle Global CX Study, 2013. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

JANUARY 20, 2020

.” 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. Workflow diamonds (decisions to flow forward or circle back) are filters: they prevent poor outputs from reaching customers.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

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. A Moxie study revealed that 72% of consumers want to be engaged by their favorite brands - and are happy to spend more if engaged.

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Chief Customer Officer Customer centricity Engineering Analytics 71

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 126

Consulting Consulting Metrics Feedback 126

ProProfs Blog

JUNE 30, 2020

That’s what Simon Sinek discovered when studying these leaders closely. 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? Books on Customer Service Culture. Goodreads Rating: 4.1/5.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

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.

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Chief Customer Officer SaaS Education Best practices 70

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Pointillist

JUNE 5, 2019

High-performers are more than 9 times more likely to integrate data from multiple sources, analyze customer interactions across channels, and engage with customers optimally through their preferred channels. It is also about changing customer and employee behavior to drive financial impact.

Management 89

Management Analytics Chief Customer Officer Metrics 89

ChurnZero

APRIL 27, 2022

Learn how to measure value realization Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost , which are tied directly to a formula. These can vary from product to product or from customer to customer.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

ChurnZero

APRIL 27, 2022

Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. . Setting value realization metrics. The value definition stage is where you should set your own metrics for value realization.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

ClearAction

JANUARY 20, 2020

.” 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. Workflow diamonds (decisions to flow forward or circle back) are filters: they prevent poor outputs from reaching customers.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

ChurnZero

OCTOBER 15, 2021

Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ Within the last 36 months, NRR claims the top spot as a qualifying metric. Customer Success flexes its authority.

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Benchmark Metrics Chief Customer Officer SaaS 97

ChurnZero

OCTOBER 13, 2023

First, she advocated for a single executive leader to be charged with overseeing the post-sale teams and ensuring customers get value from a product. That notion evolved into what we know today as the chief customer officer.

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Chief Customer Officer Benchmark SaaS Customer centricity 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Kayako

JANUARY 12, 2017

The Brands That Make Customers Feel Respected , by Charles Trevail, Manila Austin, Julie Wittes Schlack and Katrina Lerman. What are some key reasons why customers remain loyal to a product a service or an organization? How Startups Can Connect Customer Experience to Growth by John White.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Eptica

JULY 26, 2017

Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Therefore to reinforce the importance of CX, an increasing number of organizations are linking senior executive and CEO bonuses to customer satisfaction metrics.

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Chief Customer Officer Customer Experience Airlines Best practices 78

JustCall

MARCH 8, 2023

Blake Morgan Customer Experience Futurist, Keynote Speaker, Author, Consultant Blake Morgan is a renowned customer experience leader and a prominent industry voice with over 15 years of experience studying customer experience. Her thought leadership in CX continues to influence and shape the industry.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Calabrio

JUNE 1, 2017

This shift requires new intelligence and new leadership in order to build and maintain customer loyalty. While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: Chief Customer Officer 2.0: The Best Service is No Service by Bill Price and David Jaffe.

Customer Service 78

Customer Service Gamification Consulting Consulting 78

ChurnZero

JULY 9, 2020

Celebrate (and Capitalize) on Success With Case Studies. Case studies are a mutually beneficial way to promote your product and your customer among interested audiences – so long as your features know their place in the story. If they outshine your customer, you’ll lose the reader.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs. A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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

ChurnZero

JANUARY 4, 2019

“Our prediction for the industry over the next year is that more companies will embrace the motto “do less, more often” when it comes to collecting customer feedback. 11.) “While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing.

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SaaS Chief Customer Officer Education Consulting 73

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Google is your friend.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

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Chief Customer Officer Personalization Customer Service Call Center 67

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.

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Chief Customer Officer Customer centricity SaaS Upselling 10

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Is my customer healthy? We went against the NPS for that specific customer.

Benchmark 69

Benchmark Surveys Chief Customer Officer Metrics 69

Comm100

FEBRUARY 20, 2018

Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. It’s not just companies – studies show that the majority of customers already accept or even prefer Chatbots. Happier agents are also more productive, which means that they can better achieve contact center metrics.

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Chatbots Contact Center Chief Customer Officer Benchmark 67

Amity

NOVEMBER 25, 2014

This alone should substantiate the need for a customer success role within the organization. Amity: This is a case study in situation/solution/impact and experience that you can leverage having been there and of course we can all learn from. Prove that product adoption is important and the financial metrics it will drive.

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SaaS Chief Customer Officer Upselling Accountability 48

ChurnZero

JANUARY 4, 2019

“Our prediction for the industry over the next year is that more companies will embrace the motto “do less, more often” when it comes to collecting customer feedback. 11.) “While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

DECEMBER 24, 2020

Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations. Accountable for driving healthy Customer Adoption, Customer Value and supporting strong customer retention metrics. Apply here: [link].

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Chief Customer Officer Customer retention Accountability Coaching 10