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. Totango recently launched Spark, our new goal-oriented platform to drive better results faster.

Chief Customer Officer 56

Chief Customer Officer Customer centricity Best practices Customer retention 56

Beyond Philosophy

OCTOBER 21, 2021

This definition means a customer-centered organization should have excellent contact centers, intuitive digital interactions, a brilliant social media presence, and an outstanding customer relationship management (CRM) system. . However, Mead says these tools are not enough. Few companies have a Chief Customer Officer.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. This begins by looking at how to better engage both customers and employees through hyper-personalization, better visibility, and tools they actually want to use. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

JULY 25, 2022

However, when done right, it can be an effective communication tool to gain new clients and customers. 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.

Customer Service 38

Customer Service Chief Customer Officer Automotive Wait times 38

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

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

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

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). Become a Customer Service Expert.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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

Beyond Philosophy

MAY 12, 2021

Porte says businesses are not looking for a survey tool but a deep customer analytics feedback system that adds that extra dimension of predictive modeling. We came up with the following five things: Remember that technology is a tool. Technologies are tools that allow us to solve problems. It won’t.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

Peter Lavers

MAY 24, 2018

The digital part should be owned by the head of channels, and the experience part by the chief customer officer, and both should be of the same seniority. Disparate and disconnected data, content and systems have been one of customer experience’s biggest enemies! See [link]. See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Sales 113

Customer Guru

AUGUST 8, 2018

Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. He has expertise in using Voice of the Customer research to identify needs, develop new products and improve customer service. ”, and “Would You Do That To Your Mother?”

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Serenova

DECEMBER 4, 2019

Customer experience analytics designed for employees typically fall into three primary categories: Executive dashboards : Analytics tools that leverage roll-ups of both internal and external customer ratings, including structured and unstructured data. At the same time, it can alert a supervisor about an upset customer.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

Totango

NOVEMBER 14, 2023

. “Communities reduce customer friction while helping success teams run more efficiently through one-to-many enablement, support, and advocacy programs,” said Jay Nathan, EVP and Chief Customer Officer at Higher Logic.

Chief Customer Officer 101

Chief Customer Officer Best practices Feedback Enterprise 101

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

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 13, 2023

For example, things like conversational intelligence and AI will continue to emerge as key data sources for predicting churn, understanding sentiment, and enabling customer-facing teams to be more predictive and proactive. In 2023, CS leaders will need to take a hard look at their teams, tools, and customer journeys.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Once we laid this foundational work, we were able to target other areas of opportunity (such as training, QBRs, tools, cross-departmental partnerships, etc.). Suggestions to make my company invest in the CS division to show my results to the board?

Chief Customer Officer 108

Chief Customer Officer Best practices Accountability Feedback 108

ChurnZero

FEBRUARY 8, 2022

Our customers’ performance and satisfaction are what motivate us to deliver the best possible software and service,” says Abby Hammer, chief customer officer of ChurnZero. “The The Best Software award from G2 is a testament that our customers are succeeding, and they are helping their customers succeed.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

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. You may not know this yet, but Intercom will make you rich (with information, at least).

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

CX Global Media

JULY 9, 2019

The CCVS has a Speaker Faculty of more than 35 industry experts that deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. The CCVS Playbook and Planner is a tool to help you get the most out of this epic summit. Chief Customer Officer, FrontSpin.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

ProProfs Blog

DECEMBER 7, 2018

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. Understand your customers – find out why and how customers use your products and services. Tweet this.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

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. So, who will win? About Abby Hammer.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

CX Global Media

JULY 10, 2019

You can get access to high-performance agent development expert insights and tools anytime, anywhere. More than 35 industry experts deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. Jim Iyoob Chief Customer Officer??, Etech Global Services.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

CX Journey

SEPTEMBER 20, 2016

NewVoiceMedia proposed some solutions for breaking down the silos, including hiring a Chief Customer Officer (CCO), who will lead and oversee customer experience efforts across departments, business units, and the entire company. A lofty goal, no doubt. Guiding principles.

Customer Experience 79

Customer Experience Journey mapping Government Chief Customer Officer 79

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

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Automatic Customer Journey Tracking. Guided walkthrough product tours.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 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. Second, you should invest in a customer service tool to help make things less hectic.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

PeopleMetrics

MAY 4, 2017

If you've kept up with this series, you know that a common understanding of customer experience, your target customer segments or personas, and the vision for the experience you intend to deliver separates growth banks from non-growth banks. Why Tackle the Hard Work of Journey Mapping?

Journey mapping 91

Journey mapping Banking Chief Customer Officer Customer centricity 91

ChurnZero

FEBRUARY 17, 2022

Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. In this case, you know adopting a new tool has infinite more upside than downside, yet you remain noncommittal.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CX Journey

JUNE 19, 2015

Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this? It's not new; she wrote about customer rooms five years ago.

Journey mapping 71

Journey mapping Chief Customer Officer Education Engineering 71

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer success teams are no longer small, niche departments but have become critical pillars of business functions.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

8x8

FEBRUARY 22, 2018

Do customers hear this when they reach your contact center? You’ve trained your agents and given them the tools they need to answer customers’ questions and resolve issues. Every time agents get a new contact, their desktop displays customer-relevant information. “Sure, I can help.”.

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

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. Give agents/employees the tools and authority to make customer-centric decisions…and step away — @MarkOrlan.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94