Customer Bliss

MARCH 8, 2018

Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle. During Charlotte’s “day in the life” process, she deliberately walked the C-Suite through the lifecycle of the customer.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). As a result, CSMs have had learn to “let things go”.

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48

Horizon CX

DECEMBER 31, 2018

The same holds true for CX consultants and being more of a trusted partner with their clients especially in the sales process along with a focus on offering CX solutions to key business issues rather than just offering products and services within their business portfolio.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

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. Todd Olson, Pendo.io

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. She is now Chief Customer Officer at ClearAction Continuum. Irit (Golan) Eizips – Customer Success Strategist, Chief Customer Officer & CEO at CSM Practice.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

FEBRUARY 16, 2021

I joined our two founders ( Jim Eberlin and Sreedhar Peddineni ) very early (around $100K ARR) before officially launching Gainsight in 2013. To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. Customers wanted to be in the music videos.

Chief Customer Officer 64

Chief Customer Officer Conference Customer Success Software 64

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s case, its core customers appreciated getting good deals through discount sales.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

Oracle

JANUARY 13, 2020

With a mission to develop a process to empower associates to better serve customers, he’s prioritizing strategies like providing better compensation to key employees, putting experienced, long-time associates in front of customers more often, and keeping personally connected with employees in the field.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. Generating Consistent Customer Health Scores. Standardizing Exceptional Experience.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Dave Jackson.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done.

Trends 82

Trends Customer Experience Insurance Chatbots 82

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. Need for a Customer Experience Management Strategy Model.

Customer Experience Management 48

Customer Experience Management Customer Experience Management B2B 48

Gainsight

APRIL 12, 2023

Instead, I set a big sales number for each of those years (based upon the biggest trap ever—a sales rep capacity model) and totally missed each time! But this process was also hard: We had to get alignment across Product, Marketing, Sales, CS and PS on what our end-to-end value (from 30K feet to 30 feet).

Self Service 52

Self Service Chief Customer Officer Software System 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. He said we need Customer Success managers. This was back in 2013.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. He said we need Customer Success managers. This was back in 2013.

Customer Success 52

Customer Success B2B Metrics Sales 52

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Absolutely.

Management 52

Management How To Effort Score Customer Success 52

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. Irit Eizips.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

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. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

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. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Dave Jackson.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23