Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Keep track of how much time is devoted to Customer issues in meetings.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

Toister Performance Solutions

JANUARY 20, 2022

More companies are adding a Chief Customer Officer (CCO). Customer experience pioneer and bestselling author, Jeanne Bliss , literally wrote the book on this topic. The book, Chief Customer Officer 2.0 , spells out in great detail the role of the CCO. What does a Chief Customer Officer do?

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

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

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Being seen as a helpful and professional organization.

Chief Customer Officer 305

Chief Customer Officer Call Center Consulting Consulting 305

ChurnZero

MAY 29, 2020

It’s the amount of revenue your business will make from a customer over their average lifetime as a customer. Why it matters: Your ratio of CLTV to customer acquisition cost (CAC) tells you how profitable a customer will be over their lifetime compared against the marketing and sales costs spent to acquire them.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. You need to have your organization working in harmony, including service, support, and sales.

Chief Customer Officer 55

Chief Customer Officer Customer centricity Best practices Customer retention 55

ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

Chief Customer Officer 163

Chief Customer Officer Customer Service Feedback Customer Experience 163

ShepHyken

JULY 25, 2022

This also means that, with a little strategic planning and creative thinking, businesses can leverage their email marketing to increase brand loyalty and keep customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale.

Customer Service 38

Customer Service Chief Customer Officer Automotive Wait times 38

Beyond Philosophy

OCTOBER 21, 2021

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

CSM Practice

AUGUST 3, 2020

That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. The land and expand process, like a sales process, should have defined stages, activities, and objectives. Duration of Sales Cycle. Type of Upsell.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

ChurnZero

JANUARY 14, 2020

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. . LinkedIn launched Data Validation, a feature that helps Customer Success professionals manage their contacts and ensure they have the most up-to-date contact data.

Sales 81

Sales Chief Customer Officer CRM Enterprise 81

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. Customer Success Around the Web.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

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.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 94

Chief Customer Officer Customer centricity Metrics Sales 94

Callminer

FEBRUARY 4, 2021

Give them examples of social engineering attempts they may experience, such as rushed mothers, private customers who don’t want to share information, etc. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Michael Stahl is the chief marketing officer of SERVPRO. Nika Filipkova.

Call Center 345

Call Center Contact Center Finance Consulting 345

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Customer Guru

AUGUST 8, 2018

He is a Keynote Speaker, Workshop Leader and Consultant and an expert in customer experience management, team member engagement and leading for growth. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences. Jackie Huba Follow @jackiehuba. James Dodkins Follow @JDODKINS.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn. David Cancel , Drift, CEO, @dcancel, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Peter Lavers

MAY 24, 2018

It’s also vital to recognize the complementary roles of all the different channels in the customer experience – the digital experience is often a key influence even if the sale happens elsewhere. See [link]. Who manages/owns the digital experience in your organization? See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

ChurnZero

MARCH 10, 2021

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. Amy Gharst, Operations Lead – Order Desk.

SaaS 98

SaaS Chief Customer Officer Employee engagement Enterprise 98

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

Serenova

DECEMBER 4, 2019

They also may couple this with contact-center agent performance, independently gathered sentiment analysis of customer interactions, and competitive analysis. Executives use this data to make strategic decisions on company direction, marketing, sales and product development.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ClearAction

MAY 25, 2023

Use the translation box to point out to your Senior Leadership Team how these massive customer experience savings contribute significantly to sales velocity, earnings per share, compound average growth rate, return on assets, customer lifetime value, etc. The table above is a glimpse of our root cause resolution.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

Amity

SEPTEMBER 2, 2015

If you’ve ever worked in a sales organization, you’re probably accustomed to hearing phrases like, “kill your number”, “attack the market”, “crush your quota”. Words match actions as assertive sales reps rally to hit their monthly budgets. In sales, it’s all about getting the signature before quarter-end. Click To Tweet.

Chief Customer Officer 77

Chief Customer Officer SaaS Coaching Sales 77

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. Customers. You may not know this yet, but Intercom will make you rich (with information, at least). On the agenda?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ClearAction

MAY 29, 2016

Fifth, establish a shadowing program to develop awareness and empathy : let Marketing staff take a peak at a day in the life of customer-facing staff and Operations staff, and vice versa for all. Some companies have a mixed seating arrangement among Marketing and Sales and Service.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ChurnZero

DECEMBER 20, 2021

Current customer health score trends to know about. Speaker: Irit Eizips, Chief Customer Officer & CEO, CSM Practice. Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. What’s Next.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Help Scout

APRIL 29, 2021

Listen to customers: It is terribly easy to become too busy to stay connected to your customers, especially in a growing company. Look for ways to hear their voices regularly , perhaps on sales calls or in the support queue. Talk about customers: Help the rest of your company be exposed to real customers, too.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

SEPTEMBER 9, 2019

ChurnZero Announces New CCO, CMO, and VP of Sales appointments to its leadership team. . ChurnZero, a real-time Customer Success platform, announced new appointments of to its leadership team: Abby Hammer as Chief Customer Officer, Hunter Montgomery as Chief Marketing Officer, and Jason Moore as VP of Sales.

Sales 8

Sales Chief Customer Officer B2B SaaS 8