Think Customers

JUNE 13, 2024

The chief customer officer of ClearAction Continuum reveals four — just four — CX ROI benchmarks to prioritize during the “ Four Gold CX ROI Metrics LinkedIn webinar hosted by the European Customer Experience Organization (ECXO) earlier this month. That’s music to the ears of those struggling to improve the experience.

ROI 64

ROI Chief Customer Officer Metrics Return on Investment 64

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one. Go big on customer retention.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

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

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ECXO

JULY 29, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. This ensures accountability and a focused approach to achieving customer satisfaction.

Strategy 368

Strategy Customer Experience Net Promoter Score Effort Score 368

Lumoa

JANUARY 19, 2023

Identify What Other Departments Need to Be Involved Customer experience extends beyond a company’s customer-facing roles. In an organization, there are different employees handling customer data or interacting with customers at various points in their journey. In some cases, the two roles might be combined though.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

eglobalis

JUNE 27, 2024

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values.

Strategy 384

Strategy Customer Experience Net Promoter Score Customer Centricity 384

Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success.

Customer Success 48

Customer Success Chief Customer Officer Groups Customer Retention 48

Education Services Group

NOVEMBER 8, 2021

More so, even, as businesses take on new challenges and refocus efforts on customer satisfaction and retention. As Customer Success enthusiasts, we think the evolution of CS is intertwined with the future of business. 55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. 7 Trust-Building Tactics to Increase Customer Loyalty.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

Think Customers

NOVEMBER 4, 2019

Volkswagen Australia Builds Trust with Chief Customer Officer Understanding how the customer thinks and behaves is exactly what Jason Bradshaw, the first chief customer officer at Volkswagen Group Australia , has set out to do. Like other parts of the world, Australia’s auto market has been softening.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

SmartKarrot

DECEMBER 12, 2023

The Evolution of Customer Success in the Tech Ecosystem Rohan and Bhumika delve into the changing landscape of Customer Success over the past few years. Bhumika acknowledges a shift in focus as businesses recognize the importance of customer retention in the face of a challenging market.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. VP of customer success.

Customer Success 18

Customer Success Chief Customer Officer Metrics Report 18

Amity

MAY 22, 2016

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%). Improve customer satisfaction – (33%). A number of CEOs have walked in the shoes of their customers.

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer Metrics 57

CSM Magazine

DECEMBER 20, 2016

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. Challenge 1: Who should govern customer experience management?

Customer Experience 40

Customer Experience Government Chief Customer Officer Customer Journeys 40

CCO Council

NOVEMBER 21, 2019

A major airline found their internal customer satisfaction ratings dropping. Unless you work for the DMV, employees typically WANT to do what is right for the customer. Countless Chief Customer Officers have failed because they cannot communicate their vision and convince employees to come with them on their change journey.

Chief Customer Officer 52

Chief Customer Officer Employee Engagement Engagement Airlines 52

Beyond Philosophy

DECEMBER 23, 2015

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. Michael Lowenstein, Ph.D.,

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

SmartKarrot

DECEMBER 24, 2020

Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations. Accountable for driving healthy Customer Adoption, Customer Value and supporting strong customer retention metrics.

Customer Success 10

Customer Success Chief Customer Officer Case Study Customer Retention 10

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. VP of customer success.

Customer Success 10

Customer Success Chief Customer Officer Metrics Report 10

Amity

JULY 28, 2014

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%). How do you get the CEO to buy in?

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. This allowed us to intensify our customer retention efforts.

NPS 52

NPS Effort Score Survey Roadmap 52

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

SmartKarrot

JANUARY 5, 2022

Irit is an immaculate Customer Success Strategist who balances strategic thought-leadership with hands-on tactical management to create rapid results. 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.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. 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

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Kellie Capote.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

CustomerSuccessBox

JUNE 7, 2022

I really believe that if employees are really miserable and you have high employee turnover is going to lead to unhappy customers. Um, and that’s the only survey that goes out or maybe, you know, customer satisfaction. Absolutely. My recommendation is again the strategy is if we want to reduce churn, how do we do it?

Management 52

Management How To NPS Strategy 52

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. Going the extra mile to guide your customer and engage them throughout their journey with your product will undoubtedly increase customer engagement and loyalty.

Customer Success 97

Customer Success Chief Customer Officer Customer Centricity Sales 97

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeanne Bliss guides the achievement of business growth through leadership bravery and elevated business practices. Lynn Hunsaker.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeanne Bliss guides the achievement of business growth through leadership bravery and elevated business practices. Lynn Hunsaker.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. So why is customer experience significant all of a sudden? You’ll boost customer satisfaction and reduce churn.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

Pointillist

JUNE 5, 2019

Centering customer experience around the customer and their journey is the only way to retain customers, which is obviously good business.” For example, only 26% say they use revenue as a yardstick to measure customer experience success. Annette Franz Founder and CEO CX Journey Inc.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

SmartKarrot

JANUARY 1, 2024

Darshan emphasized the impact of revenue leaders joining the customer success domain. With Chief Revenue Officers (CROs) and Chief Customer Officers (CCOs) influencing the culture, the dynamics between support, leadership, and sales have shifted.

Customer Success 8

Customer Success Strategy Chief Customer Officer Net Promoter Score 8

SmartKarrot

JANUARY 1, 2024

Darshan emphasized the impact of revenue leaders joining the customer success domain. With Chief Revenue Officers (CROs) and Chief Customer Officers (CCOs) influencing the culture, the dynamics between support, leadership, and sales have shifted.

Customer Success 8

Customer Success Strategy Chief Customer Officer Net Promoter Score 8

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 98

Metrics How To Effort Score Self Service 98