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. Staci Satterwhite, Chief Customer Officer, Khoros. Ken Ewell, (First) Chief Customer Officer, SurveyMonkey.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

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

Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

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

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. Seeing the Full Picture. It's unlikely that loyalty (i.e.

Customer Experience 97

Customer Experience B2B Management B2C 97

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 changes provide enduring improvements your whole customer base rewards. 14) Use Customer Lifetime Value.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 percent for other companies in the study. So, how to proceed?

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

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

Lumoa

APRIL 24, 2018

Finally, there are research studies that question the validity of the science behind NPS." Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. Creating a better business that delivers more value to customers is the real point. Adam Toporek Customer Service Expert, Speaker and Author.

Consulting 126

Consulting Consulting Metrics Feedback 126

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation. Product usage decreases.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

CSM Magazine

AUGUST 11, 2021

While the former claims the inner strengths of a business will lead to success, the latter is guided by the belief that optimizing the customer experience throughout the customer journey is most important. While at McAfee, Jason built a reputation as an industry leader in customer support and operations. About the Author.

Chief Customer Officer 59

Chief Customer Officer Feedback Consulting Consulting 59

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 changes provide enduring improvements your whole customer base rewards. 14) Use Customer Lifetime Value.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

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. To find out who wins, check out the recap. The full report releases in early January 2021 (you can subscribe to our newsletter to receive it ).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Annette Franz Founder and CEO CX Journey Inc.

Management 89

Management Analytics Chief Customer Officer Metrics 89

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. We put that question to the 1,250+ respondents of our annual Customer Success Leadership Survey.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 percent for other companies in the study. So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 percent for other companies in the study. So, how to proceed?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

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

. “It doesn’t matter how far along your business is or how high you’ve scaled, you should never stop talking to your customers. That starts with listening to your customers, not just running the occasional survey, I mean really listening. 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. Author: Olivier Njamfa Categorie(s): Best Practice Trends and Markets In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

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 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JULY 9, 2020

The goal of ChurnZero RYGs, our (now virtual) networking events, is to create a lively space where customer success leaders can swap notes and talk shop amongst one another. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. Celebrate (and Capitalize) on Success With Case Studies.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

Amity

JUNE 28, 2017

Decision : EXPAND AND LEVERAGE: They are mature and they like you – focus on expanding the business with them while at the same time leverage them for Customer Advocacy. Your playbooks : a) Identify new use cases, teams or geographies, b) Develop case studies c) Invite to your conference d) Build an Advocacy campaign with, etc.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

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. Why are you not quantifying the customer usage of such assets and replaying it back to them?

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. A positive customer experience makes way for more loyal customers, and more dollars spent.

Chatbots 67

Chatbots Contact Center Chief Customer Officer Benchmark 67

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Don’t omit objections.

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

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

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

JULY 15, 2022

A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before. In this write-up, we try to clarify all of those in the form of FAQs.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 10

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. Positioning the customer success software for each C-level executive is important. How a client grew revenue?

Chief Customer Officer 18

Chief Customer Officer Upselling Customer retention CRM 18

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64