TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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.

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Chief Customer Officer Customer Centricity Metrics CRM 94

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

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Chief Customer Officer Customer Centricity Customer Experience Professionals Leadership 100

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Self Service Roadmap Customer Success 10

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

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Chief Customer Officer How To Leadership Social Media 110

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. Stay current.

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Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

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Customer Experience Net Promoter Score How To Customer Journeys 236

Answer Dash

JUNE 27, 2018

4 - IS YOUR LEADERSHIP COMMITMENT REAL? That leads me to ask this question, is your leadership commitment real or is it lip service? She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. See more of her writings at her official blog.

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Chief Customer Officer Customer Experience Leadership Policies 63

Horizon CX

DECEMBER 31, 2018

But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map? The desire for transformation will need to be firmly endorsed and supported by organizational leadership with a commitment to change based on their status—and knowing for certain exactly what that is.

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Customer Journeys Chief Customer Officer NPS Consulting 100

Help Scout

APRIL 29, 2021

Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

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Culture Customer Service How To Policies 139

Gainsight

OCTOBER 9, 2019

And I’ve hit a goldmine of opportunities in the customer success profession. As I’ve tweeted many times, the customer success leadership job market is white hot. On one hand, the teams get big quickly, so leadership scale matters. Customer Success Management often started as a siloed function.

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Customer Success Chief Customer Officer Leadership Customer Centricity 58

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Nils Vinje.

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PeopleMetrics

MAY 4, 2017

Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. In our blog, we commented on the slow progress revealed by the trends in this data , with few disciplines improving over time.

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Customer Journeys Banking Chief Customer Officer Touchpoint 91

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

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Customer Success Chief Customer Officer Consulting Customer Centricity 48

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. James Scott.

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Customer Success Chief Customer Officer Leadership B2B 21

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. So, let’s get started!

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Customer Service Handbook Customer Satisfaction Loyalty 85

Peter Lavers

FEBRUARY 20, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. You may also be interested to read the blog that I published on the Customer Attuned site that considers 3 critical conclusions from the report for the B2B sector.

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Report Data Chief Customer Officer B2B 40

Bold360

JANUARY 19, 2017

Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership. She was the first known CCO (Chief Customer Officer) at Microsoft as well as other corporations, pioneering this role. We love her recent blog on what CX will look like in 2017.

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Customer Experience Self Service Consulting Social Media 40

Customer Bliss

AUGUST 2, 2016

Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . Jeb holds the position of Senior Vice President and Chief Customer Officer at Oracle. Episode Overview.

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Chief Customer Officer Customer Experience Feedback Leadership 100

Peter Lavers

JANUARY 30, 2019

Dimension Data recently released their latest Customer Experience report , and as a recognised CX influencer they gave me a sneak preview of the findings and the opportunity to meet and discuss the big issues with the researchers and authors of the report.

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B2B Report Chief Customer Officer Analytics 40

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind.

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Customer Success Chief Customer Officer B2B Leadership 23

Beyond Philosophy

MAY 31, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. Customer Centric Employee Engagement. Michael Lowenstein, Ph.D.,

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Company Chief Customer Officer Employee Engagement Leadership 60

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Amarachi Ogueji. Annette Franz. Ashna Patel.

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Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Wootric CX Blog

FEBRUARY 14, 2019

For useful insights on CX, read his blog, Experience Matters. The “Make Mom Proud” Standard for How to Treat Your Customers , a coach for Chief Customer Officers, host of the podcast The Human Duct Tape Show , and frequently writes articles on her site, Customer Bliss. Clare Muscutt.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Beyond Philosophy

DECEMBER 23, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

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Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. She is now Chief Customer Officer at ClearAction Continuum.

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Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

FEBRUARY 17, 2022

They provide the strong foundation and leadership necessary for the success of any company. These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO).

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Omni-Channel Chief Customer Officer B2B Multi-Channel 10

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Bill Quiseng. Bob Thompson.

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Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

JUNE 10, 2020

So, instead of being lost in the myriad of resources online, I suggest you bookmark this blog which would continue to help you in the long run. In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. 4 Chief Customer Officer Council.

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Resources Customer Success Chief Customer Officer Course 10

Storyminers

JULY 6, 2020

A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line. He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. Bill Quiseng. Bob Thompson.

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Customer Experience Customer Service Social Media Consulting 130

SmartKarrot

OCTOBER 27, 2020

After arriving at all this information, you must hire the right candidates for the roles of customer success manager, director of customer success, or even a Chief customer officer. When it comes to measuring the progress of customer success, there are many metrics to look upon. Choosing the right metrics.

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Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. It’s simple; we are nothing without our customers.

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Chief Customer Officer Customer Centricity Strategy Leadership 50

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

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Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

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Customer Experience Customer Centricity Chief Customer Officer B2C 65

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

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Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10