eglobalis

MARCH 13, 2025

Develop a clear CX vision that ties customer experience to key business objectives such as growth, customer lifetime value, and operational cost reduction. CEO, Chief Customer Officer, or Chief Experience Officer) who champions CX across the company.

Leadership 238

Leadership B2B B2C Net Promoter Score 238

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Communication 131

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success Chief Customer Officer Roadmap Sales 62

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. If you need some help defining what the CCO role should be, then I encourage you to download the Chief Customer Officer job description manual below!

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. Customer experience comprises the entire customer journey.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

BirdEye

JANUARY 13, 2021

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies. Walt has previously led Customer Operations at companies like RingCentral and WebEx.

Chief Customer Officer 75

Chief Customer Officer Meeting Leadership Culture 75

Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. If you need some help defining what the CCO role should be, then I encourage you to download the Chief Customer Officer job description manual below!

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

Blake Morgan

JANUARY 28, 2025

Customer success is a proactive strategy designed to help clients reach their goals while strengthening long-term partnerships. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” 8CXLaws.com.

Customer Success 52

Customer Success Strategy Chief Customer Officer Leadership 52

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. I recently spoke with Guy Nirpaz , CEO and Founder of Totango about this path to organizational and customer success on my podcast.

Chief Customer Officer 183

Chief Customer Officer How To Leadership Meeting 183

Alida

NOVEMBER 8, 2017

But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. We are truly nothing without our customers.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Impressed by the positive changes, they decided to create a new role – Chief Customer Officer – and offered it to Jose.

Customer Experience 314

Customer Experience Customer Centricity Chief Customer Officer Culture 314

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

Customer Success 127

Customer Success Chief Customer Officer How To Sports 127

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Well, community has a special meaning here at Gainsight.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Gainsight

DECEMBER 16, 2021

What’s the ROI of Customer Success?”. If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following question and run out of the room: “Should CSMs own renewals?”. “I don’t care about that Einstein quote. – Your CFO. What term should you optimize for?

Chief Customer Officer 72

Chief Customer Officer Customer Success Sales Conference 72

AWS Machine Learning

FEBRUARY 10, 2025

Gordon Campbell, Co-Founder & Chief Customer Officer at RDC RDC envisions generative AI playing a significant role in boosting the productivity of the banking and credit industry.

Data 106

Data Chief Customer Officer Knowledge Base Banking 106

ECXO

MARCH 6, 2025

Ideally, the CEO and other senior leaders champion the effort, making it clear through their actions and priorities that customer experience is not just a frontline issue but a strategic, company-wide imperative. and what business problem are we trying to solve for the customer?

B2B 339

B2B Customer Journeys How To Effort Score 339

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

Chief Customer Officer 98

Chief Customer Officer Customer Success Leadership Consulting 98

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. As you grow and as your customers mature, so too should your segmentation. Very few products are built from a customer success perspective.

Customer Success 136

Customer Success Strategy Chief Customer Officer NPS 136

Customer Bliss

NOVEMBER 14, 2017

Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman , VP of Customer Success at Zaius , shares her proven path for making customer experience a part of the business in a startup operation. Adriana Zeman, A Strategic and Experienced Customer Success Leader.

Customer Success 0

Customer Success Customer Experience Chief Customer Officer Strategy 0

Gainsight

NOVEMBER 3, 2021

Because of this, 100% of SaaS companies are investing in Customer Success. But the reality is that not every CEO is actually doing Customer Success well : One of the biggest questions on the minds of CEOs is “how should I structure Customer Success?” But what about your customers?

Chief Customer Officer 59

Chief Customer Officer Company Customer Success Sales 59

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

CustomerSuccessBox

MARCH 21, 2022

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal. What does a Chief Customer Officer do?

Chief Customer Officer 52

Chief Customer Officer Competitive Advantage Effort Score Net Promoter Score 52

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

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

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006). Rashiruleneey Rashid.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Gainsight

APRIL 14, 2022

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. In fact, customer success is the critical growth engine driving net revenue retention (NRR) for subscription-based businesses. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Bob Stoneking, and Vineet Puri.

Chief Customer Officer 52

Chief Customer Officer Self Service Effort Score Leadership 52

Customer Bliss

AUGUST 30, 2016

There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. In his current role at McKesson, Jose is responsible for leading customer success across North America and the EU.

Customer Success 111

Customer Success B2B Chief Customer Officer Course 111

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 108

Customer Success Tips Chief Customer Officer Leadership 108

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Not everybody in the company will understand customer success because it’s a buzz word. Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171