Remove Chief Customer Officer Remove Customer Change Remove Sales
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The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer

ChurnZero

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

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How to Prevent Blind-Side Churn by Identifying and Aligning With Customer Stakeholders

Gainsight

I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). Map out the key personas at your customers.

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How to encourage your CSMs to adopt Customer Success software

ChurnZero

Save time by creating a Play in your Customer Success software to automate the creation and scheduling of that recycled email. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Implementing change requires the balancing of bottom-up and top-down approaches.

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Top 20 Books Every Customer Experience Professional Needs to Read Now

Chattermill

We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. The Effortless Experience dives into the CX world, debunking myths about the industry like the emphasis on dazzling and delighting customers over making things easy on them.

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Five Trends Shaping The Future Of Customer Experience In 2019

Answer Dash

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. That’s not the case.

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How to encourage your CSMs to adopt Customer Success software

ChurnZero

Save time by creating a Play in your Customer Success software to automate the creation and scheduling of that recycled email. The Customer Success leader perspective: how to encourage the adoption of Customer Success software Implementing change requires the balancing of bottom-up and top-down approaches.

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Learning to Adapt in an Ever Changing Market With Nate Brown

Kustomer

Companies that learn to listen to their customers whether from feedback through structured or unstructured channels, will be better equipped to adapt to the ever changing market. As the market and customer changes, companies change. Chief Customer Officer 2.0 It’s a referral based metric.