Gainsight

FEBRUARY 9, 2022

Your Customer Success Executive Profile: The CS leader should lead from the front and be phenomenal with your clients. You likely don’t have a big team, so they need to be world-class and help you scale with your customers. They should know how to connect with executives at your customers and teach your team how to do the same.

Customer Success 52

Customer Success Chief Customer Officer Sales Report 52

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Different divisions or teams within an organization connect with and affect each other. Ideally, they work together toward a goal.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

ECXO

JULY 29, 2024

This vision should be aligned with the company’s overall strategy and communicated effectively to every department. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Effective communication ensures everyone understands and is committed to the CX vision.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

ClearAction

DECEMBER 5, 2023

As changes happen, communicate proactively to manage expectations. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Align customers’ end-to-end journey and your value proposition. Connect every financial outcome to customer outcomes.

Metrics 62

Metrics Effort Score ROI Policies 62

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. The ROI is there. as soon as you can.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Cost to Retain a Customer (CRC).

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

APRIL 27, 2020

From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. Over the years, we’ve discussed how CS needs to be intimately-connected to Sales , Product , Marketing , and other functions. We even wrote about how CEOs need to take more ownership of Customer Success.

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. How do you make your customer’s important requests stand out from the noise?

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JULY 9, 2020

But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty. “As Demonstrated ROI – does the customer have proven results? Nurture with Networking Events.

Strategy 64

Strategy Marketing Case Study Effort Score 64

CSM Magazine

AUGUST 22, 2019

Attendees will leave with strategies to: Build Voice of Customer Analytics into Your Proactive Support Strategy: Create a closed feedback loop to understand how your customers want to communicate with you, analyse resulting data to anticipate customer expectations and improve overall customer experience.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ChurnZero

JANUARY 4, 2019

“Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. I predict more companies will digitally transform their customer onboarding process to include AI in a customer-facing role.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

SmartKarrot

AUGUST 16, 2022

QBRs help reinforce positive relationships with customers. You are connected to customers and so know what they face on a daily basis. You can customize your approach and strategy with customers. This will encourage trust and establish stability for both the vendor and the customer. Discuss terms of renewal.

Chief Customer Officer 10

Chief Customer Officer ROI Meeting Metrics 10

ChurnZero

JANUARY 4, 2019

“Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. I predict more companies will digitally transform their customer onboarding process to include AI in a customer-facing role.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. We have to continue to support the voice network, and that connection is super important. What do you hear from customers about proactive service? Happier agent, happier customer.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. We have to continue to support the voice network, and that connection is super important. What do you hear from customers about proactive service? Happier agent, happier customer.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Companies are stronger when customer success becomes more than just a department. Let’s connect !

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

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 48

Customer Experience Return on Investment Effort Score Chief Customer Officer 48

ChurnZero

OCTOBER 25, 2019

Help them line of sight it and say okay- we want to use this feature and function and we need to communicate to your team – 1) why you want to do this 2) by when 3) we will know we are successful when we achieve X 4) by doing Y. Then we can talk about some things we might do differently and that’s when I typically draw out an ROI chart.

Customer Success 49

Customer Success System Customers Software 49

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

SmartKarrot

MARCH 8, 2022

Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. She started building and leading teams at 25, and at just 27, she became the Vice President of Customer Success at an organization. Powered by over 15 years of industry experience, Kellie Capote is currently the Chief Customer Officer of Gainsight.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Comm100

FEBRUARY 20, 2018

This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower. ROI in Agent Happiness (and Better Allocation of Corporate Resources).

Chatbots 133

Chatbots Self Service ROI Contact Center 133

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.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

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.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill Quiseng. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Gainsight

SEPTEMBER 24, 2019

One mistake too many CSMs make that will lead to challenges in not only in sponsor change situations but in other “moments of truth” in the lifecycle of the customer is having a very narrow focus on a few high-level contacts. Executive Sponsor makes connection with new customer Business Owner.

Tips 12

Tips Chief Customer Officer B2B Meeting 12

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Bill Quiseng. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

MARCH 7, 2018

We wanted to be a capable company where customers come because of the superior customer experience and the quality of the products. So, eventually all the leaders connected and understood the importance of this initiative. Customers found that the way we follow up with them is immensely valuable. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Pointillist

MAY 19, 2020

CJXM20 #journeymgmt Click To Tweet High Performers are More Effective at Connecting Customer Behavior Data Across Channels Almost half (49.7%) of underperformers cannot access data or say that it is siloed within channels. Top performers are much more likely to connect behavioral data across three or more channels.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. It can be tricky to isolate the actions that will result in maximum ROI. about creating listening paths of various types.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

Customer Guru

DECEMBER 13, 2017

Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. The value of customer experience. Source: CX Networks.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Lumoa

APRIL 24, 2018

Community: A Network Gives You Reach; But A Community Gives You Power! Networks Connect… Communities Care! new marketing is communication. can support achieving business goals (ROI) and grow or communicate the value that is accrued by a brand due to nurturing a relationship (ROR, Return on Relationship).

System 338

System Effort Score NPS Net Promoter Score 338

Customer Bliss

APRIL 20, 2018

In this episode leading up to my 100th episode of The Chief Customer Officer Human Duct Tape Show next week, I speak with Edwin Bodensiek , the Chief Experience Officer for Miles & Stockbridge P.C. , Over time, Edwin began to see how branding and reputation management played a role in customer experience.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer Infographics Culture 148