Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

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 Self Service Leadership Sales 52

Gainsight

APRIL 14, 2022

One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. CS operations needs to be a cornerstone of this conversation.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

Strategy 193

Strategy Customer Journeys Chief Customer Officer Leadership 193

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. They start with the life of the customer and not with the silos. It’s really nothing more than doing simple customer math, but a lot of companies around the world aren’t doing this.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 100

Chief Customer Officer Company Customer Experience Customer Centricity 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. Now the message has finally caught on.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Alida

JULY 6, 2017

In my previous roles as chief customer officer, what kept me up at night was figuring out how to improve retention and scale elegantly, which was all about determining how to be more proactive, automated and smarter about understanding the customer and their journey. What does the CX organization look like? Who owns CX?

Measurement 113

Measurement Chief Customer Officer Customer Centricity Software 113

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.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

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.

Chief Customer Officer 97

Chief Customer Officer Customer Centricity Metrics CRM 97

Customer Bliss

MAY 2, 2019

She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product. Once a CSM was in place, she was able to really scale and grow the customer base. Rosalyn talks about the customer delight approach, which people talk about a lot.

Company 149

Company Strategy Chief Customer Officer Financial 149

Customer Bliss

DECEMBER 12, 2017

As the CMO/CCO, Isabella worked with the C-Suite to focus on gathering and leveraging customer data to transform the culture into one that cares more about improving the lives of its customers. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

Customer Bliss

OCTOBER 11, 2018

This is where marketing, sales, and service meets, with CX professionals sitting in the center space; these are the folks who know what the customer wants. You need to know where you’d initiate this trigger in the customer journey. You segment your customer base and give them access to your talk trigger.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys Advertising 107

ChurnZero

JANUARY 13, 2023

As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before. The post-sales customer journey will also become more intelligent as organizations accelerate their use of cutting-edge data and technologies.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

Sales 59

Sales How To Net Promoter Score Chief Customer Officer 59

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Q: What were the major lessons learned from re-segmenting your customer base?

Chief Customer Officer 98

Chief Customer Officer Analysis Customer Base Exercises 98

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. VP of Customer Success : This person oversees the development and implementation of CS strategies, manages the existing customer base, and handles the management and growth of the CS team.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

Gainsight

AUGUST 17, 2022

Mehta brought out Karl Rumelhart, Chief Product Officer and Executive Vice President at Gainsight, and Kellie Capote, Chief Customer Officer at Gainsight, to unveil a plan to not just survive this economic downturn, but thrive during it: the six-step Durable Growth Playbook. Durable growth in six steps.

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Lumoa

APRIL 24, 2018

Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. Plus, NPS samples are insufficient i.e. of the total customer base how many responses would we need across a range of touchpoints to make NPS statistically valid? Jim Tincher Journey Mapper-In-Chief, Heart of the Customer.

System 317

System Effort Score NPS Net Promoter Score 317

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 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

Kayako

FEBRUARY 13, 2019

Helping to develop a (small) team focused on increasing the engagement, NPS and health of your current customer base can be a huge win, and the best part is the systems are currently in place for new customers! As you grow and as your customers mature, so too should your segmentation.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 10) Close the Loop with Your Customer Base.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

ChurnZero

JULY 2, 2021

Over time, your customer base becomes more diverse and has more opportunities to churn. Since you’re always looking for new expansion pathways, you need to build a Customer Success team that’s focused on growth and sales. Your team will not only be customer-facing, but they’ll also be business oriented.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

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

MARCH 24, 2016

At the moment, I am overseeing our customer base and the team globally, so it is a big job. 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.

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

OCTOBER 30, 2020

We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. They want to be trusted business partners and work strategically with the customers,” says Olson. “In

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

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. based AIM stock listed company. Website : [link]. Shane Goldberg – Founder and Principal at CustCore Consulting.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132