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

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

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. Presentation of customer survey results to all employees.

Customer Experience 97

Customer Experience B2B Management B2C 97

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

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

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Customer Support 59

Customer Support Chief Customer Officer Management Benchmark 59

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. t wears that never gave them the con?

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors.

Chief Customer Officer 80

Chief Customer Officer Best practices Engineering Sales 80

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. RachardRShapiro. Annette Franz. annettefranz.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

ClearAction

NOVEMBER 16, 2017

Penney’s case, its core customers appreciated getting good deals through discount sales. Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. This tells you a lot about your company’s internal workings.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Mindtouch

AUGUST 21, 2019

Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface. A robust, modern knowledge management platform has the ability to infuse all of these experiences with relevant and useful information.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Solvvy

JUNE 12, 2018

AI, Bots and Humans – The Future Customer Journey is Here. Chas Bowman , Senior Technical Sales Consultant, Genesys. We all know that technology is changing the customer experience landscape. Grab your seat at this discussion to learn how both will play a role in shaping and understanding the customer journey.

Chief Customer Officer 48

Chief Customer Officer Consulting Consulting Contact Center 48

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. All of the information obtained should be shared with all functions to help in the prioritization of delivering customer value.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ChurnZero

NOVEMBER 8, 2019

It s workstreams rely upon inputs like data entered by sales or even ‘gut instincts. ’ Since buyers typically follow a uniform purchasing journey , CRMs are ideal for managing a sales pipeline. . Customer Success Platforms work to foster on-going customer value after the initial purchase.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

CX Journey

JANUARY 26, 2016

That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA. what would the customer say? It's part of who you are. And it's unchangeable.

Customer Experience 51

Customer Experience Chief Customer Officer Customer centricity Education 51

Amity

JUNE 21, 2017

Sales teams apply qualification criteria to assess the readiness of their prospects to be able to utilize the vendor’s solutions. It is time for Customer Success teams to incorporate this concept into their operating methods linking maturity models to CSM Health Scores and other retention/expansion models.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

Amity

JULY 26, 2018

For example: Amity is a fast-growing customer success company that loves collaboration and teamwork throughout the organization. Our ideal candidate has experience in customer success, customer service, or a related idea. He/she is a fast learner and will work with Sales, Marketing, and Engineering to improve customer relations.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Upselling Customer retention Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Upselling Customer retention Chief Customer Officer 52

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 63

Customer Service Chief Customer Officer Transportation Feedback 63

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We know this to be true in our own jobs, so why wouldn’t we want the same for our customers?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

MAY 1, 2020

And, if you’ve ever endured a presentation that was spawned from a stream of consciousness, you know that’s not joy—that’s stepping inside an episode of Hoarders. Prezi recommends choosing one to three goals for a presentation so you do not risk confusing your audience and scattering their attention. Customer Success Around the Web.

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

Comm100

FEBRUARY 20, 2018

Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. As Joe Gagnon, Chief Customer Officer of Aspect Software writes , “There is a predictable and reliable component of Chatbots.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

Customer Guru

MARCH 7, 2018

I would always try to make a customer’s onboard experience comfortable; sometimes just a cheerful smile can go a long way. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

Amity

JUNE 28, 2017

This post will explain how to calculate a CMI, how to design a comprehensive framework to combine the insights from CHS and CMI, and how to develop playbooks to address customers’ needs based on them. The data can be supplied by the CSM, by the sales team, by the customer or by some combination of the above.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Ideally, this concept should originate at the senior leadership level. That is often the most challenging part of the mapping process.

Journey mapping 52

Journey mapping Chief Customer Officer Customer Experience Sales 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

JUNE 17, 2022

The most important metrics to track include customer commitment to the platform (spending time in the app and exploring its full breadth), customer engagement with your team (interacting with the CSM for high-touch models and with support and resources for low-touch models), and impact on business outcomes and time to value.

Metrics 98

Metrics SaaS Surveys Self service 98