C3Centricity

MAY 11, 2020

When this happens, every division is obliged to see how they will be impacted and what part they will play in meeting it. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric. That is why a customer-first strategy needs a separate functional head.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

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

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. How many customer segments should we have? Should we have a Chief Customer Officer. These questions include the following examples: Should I measure NPS or CSat?

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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. Customer retention became essential to growth.

Chief Customer Officer 52

Chief Customer Officer Self Service Leadership Sales 52

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

SEPTEMBER 13, 2018

Where were they gaining customers? This focus led them to create a customer health dashboard that helped them look at customer behavior trends from a very high level. In my first book, Chief Customer Officer , I explain how a customer dashboard can be used internally as a tool to monitor trends, feedback, and issues.

Customer Journeys 178

Customer Journeys Leadership Tools Customer Retention 178

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

Customer Bliss

AUGUST 9, 2018

Customer Room is open for a week during each quarter, anybody can come and go as they please. Top executives are invited to come into the space and hold meetings and workshops. Whenever meetings and workshops are hosted, the room supports the idea of understanding and focusing on the customer and who they are.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Gainsight

JANUARY 10, 2025

62% of organizations in industries outside of B2B tech are adopting CS principles to meet customer needs and improve outcomes. Brent Krempges, Chief Customer Officer at Gainsight, states, Organizations across industries increasingly recognize CS as central to the customer lifecycle, driving collaboration across departments.

Trends 52

Trends Report Self Service B2B 52

Customer Bliss

AUGUST 28, 2020

Chelsie Rae Lee is the Chief Revenue and Customer Officer at Snacknation, a subscription-based snack company. It’s meeting your provider, it’s post care and follow up. And so it’s those who are utilizing it end to end. And it actually starts before the actual appointment. So we mapped that.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

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. It’s really nothing more than doing simple customer math, but a lot of companies around the world aren’t doing this. But ask yourself, “did we bring in more customers than we lost?”

Metrics 195

Metrics Chief Customer Officer Video Customers 195

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

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Build a profitable customer experience.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

OCTOBER 11, 2018

Jay tells us what not to do when operationalizing a talk trigger — don’t pull together a meeting to brainstorm and come up with one! You need to really understand your customers. Understand your customers. In the best companies, the customers do the marketing. 4 Steps to Creating A Talk Trigger.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys Advertising 107

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ClearAction

MAY 29, 2016

There’s a big difference between distinct transaction experiences and the cumulative customer life cycle experience. The end-to-end customer experience is affected by the entire value chain across the company. While there is a certain success rate in customer retention tactics, it is prone to similar efforts from competitors.

Customer Experience 97

Customer Experience Marketing Chief Customer Officer Social Media 97

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. Want to hear more from these trailblazers?

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

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. S – Specific.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Customer Success Managers.

Customer Success 87

Customer Success Chief Customer Officer Software Customers 87

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. Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection.

Customer Success 101

Customer Success Chief Customer Officer Customer Centricity Sales 101

Gainsight

DECEMBER 10, 2018

Gainsight CEO, Nick Mehta, shares why it’s so important for Customer Success and Product to work together and how Gainsight’s acquisition of Aptrinsic, a product-led growth platform, will drive these initiatives. “In What is a Customer Retention Rate and How do I Calculate It? Click here to read the blog.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ChurnZero

JANUARY 22, 2021

This was followed by 20% of respondents who cited a fear of failing or getting a “no” from a customer and 17% who fear not having an answer to a question and looking silly. Q: How do you set a clear future meeting date when using chat or email as opposed to phone or in-person conversation? A: Usually, it’s closer to the meeting.

Sales 98

Sales Net Promoter Score Chief Customer Officer Culture 98

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

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. • Meetups.

Customer Success 48

Customer Success Chief Customer Officer Groups Customer Retention 48

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 48

Chief Customer Officer Customer Success Call Center Customer Centricity 48

ChurnZero

FEBRUARY 11, 2022

But Michael finds many customer success leaders default to playing defense. “I I talk to customer success leaders and they’ll say things like ‘I have a new chief customer officer or a new CEO and I need to find out what they think about customer success,’” says Michael. That’s the wrong approach.”.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. What doing your homework for the meeting looks like.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Customer Success 52

Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

e-support 64

e-support eBook Chief Customer Officer B2B 64

Storyminers

JULY 6, 2020

Colin’s company, Beyond Philosophy LLC, helps organizations unlock growth by discovering customers’ hidden, unmet needs that drive value ($).They They capitalize on this by improving customer experience to meet these needs thereby retaining and acquiring new customers across the market. Lynn Hunsaker. Richard Branson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Amity

JANUARY 30, 2014

Companies need to be agil e in meeting customer needs for personalization through the enablement of their organization’s culture -across the board. This will become a key factor in Customer Happiness and Retention. – Daniella Degrace, Founder Advisor, Amity and Former Vice President, Customers Success, Radian6.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. Some questions that should be top of mind for a customer-centric company include: . Who owns the customer onboarding? .

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer B2B 57

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

Customer Experience 48

Customer Experience Marketing Chief Customer Officer Self Service 48