ChurnZero

MAY 29, 2020

Why it matters: It matters less which customer satisfaction metric you use—whether its NPS, CSAT (Customer Satisfaction Score), or CES (Customer Effort Score)—and more that you are consistent with how you survey and respond to customers. More Essential Customer Success Metrics.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

SEPTEMBER 1, 2023

A chief customer officer (CCO) is an operational role responsible for all customer-facing activity post-sale. This often includes leading implementation, customer success and customer support teams. A chief customer officer is usually responsible for everything that happens post-sale.

Chief Customer Officer 52

Chief Customer Officer SaaS Self service Sales 52

CX Global Media

OCTOBER 31, 2018

Marketing could be responsible for some, the customer service department could be responsible for some, product development could be responsible for some, so that’s why in many organizations you’re now seeing the role of the chief customer officer.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

Peter Lavers

DECEMBER 1, 2020

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. If that’s the case you may need a Chief Customer Officer type role to align internal processes and initiatives with the customer journey.

Chief Customer Officer 130

Chief Customer Officer B2B Customer centricity Surveys 130

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

Nicereply

MARCH 23, 2021

Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title).

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Even video is emerging on the customer-feedback scene.

Surveys 59

Surveys Chief Customer Officer Feedback Customer emotions 59

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

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

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Beyond Philosophy

MAY 12, 2021

All these factors together—the changes in customer expectations and behaviors, the digital transformation disruption, and workforce changes—accelerated the intensity of challenges facing businesses this year. Voice of the customer continues to be a hot investment, too. Porte said the numbers were surprising.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

ProProfs Blog

DECEMBER 7, 2018

PWC recently found that 80% of those surveyed value speed, convenience, and friendly and knowledgeable service. Prompt follow ups and personalized conversation based on purchase history can help you improve customer service effectively. Kedar Naik Founder and Chief Customer Officer CXP Solutions, Australia.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Chief Customer Officer 59

Chief Customer Officer Construction Surveys Customer Support 59

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

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Fundamental: Basic Leading and Lagging Indicators in Customer Success – Understand the cause and effect relationship between leading and lagging indicators to plan for 2020.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” 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.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

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

Etech

DECEMBER 10, 2017

Always seek feedback: Regular customer feedback is essential to creating and maintaining a superior socially enabled call center. The best way to solicit feedback is through short customer surveys. A short survey ensures a response from your customer; who wants to answer a ton of questions.

Call Center 67

Call Center Chief Customer Officer Customer centricity Surveys 67

ClearAction

JANUARY 14, 2015

Therefore, surveys of B2B practices may understate the actual work being done. B2B firms reported CXM results such as 200% increase in market share over the past four years, 30% increase in survey scores, 20% revenue lift, 20% increase in customer engagement and 15% reduction in churn over the past year.

Customer Experience 97

Customer Experience B2B Management B2C 97

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. About Abby Hammer.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

CX Journey

MARCH 17, 2015

I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. Jeanne talked about the role of the Chief Customer Officer, while I ran through my Six Steps to Turn VoC into Action.

Metrics 77

Metrics Chief Customer Officer Coaching Feedback 77

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

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

8x8

FEBRUARY 22, 2018

Your customers aren’t transferred or forced to endure long hold times. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

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

Talkdesk

APRIL 3, 2020

A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace. Our Chief Customer Officer, Chad Gaydos, recently shared why now is the time to migrate to the cloud in order to maintain business continuity and support both staff and customers.

Chief Customer Officer 58

Chief Customer Officer B2C Government Contact Center 58

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

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: Do you use surveys to measure success and value? .

Sales 52

Sales Chief Customer Officer Surveys Metrics 52

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

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

Lumoa

APRIL 24, 2018

Creating a better business that delivers more value to customers is the real point. As recent industry surveys show, NPS scores don’t reward companies that ‘game’ the system. Adam Toporek Customer Service Expert, Speaker and Author. NPS surveys (as well as many other feedback mechanisms) are self-selecting.

Consulting 126

Consulting Consulting Metrics Feedback 126

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.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” 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.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

ClearAction

MAY 26, 2023

This is especially powerful, because customers say: “I was trying to do X, but then Y happened, and now Z is my consequence.” You’ll rarely get that from surveys. Put as much energy into CX intelligence as you put into almost-free VoC and surveys. ” Wow! It abounds in almost-free VoC.

Chief Customer Officer 62

Chief Customer Officer Enterprise Big data Customer centricity 62