Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. Yes, there is.

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Chief Customer Officer Company Tips Leadership 133

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other. Yes, there is.

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Chief Customer Officer Company Tips Leadership 107

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.

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Chief Customer Officer Customer Care Metrics Communication 131

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was. What’s changed: What hasn’t changed?

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Customer Success Chief Customer Officer Customers Metrics 59

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. Build a profitable customer experience.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

Gainsight

APRIL 15, 2022

The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. . Customer success is a team effort, more Avengers than Batman. Get Alignment.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Gainsight

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . And now, we’re seeing more and more companies recognize that neither team can drive success by themselves.

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Customer Success Roadmap Chief Customer Officer Feedback 103

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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Metrics Effort Score ROI Policies 62

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

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Chief Customer Officer Customer Centricity Call Center Metrics 142

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

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Customer Success How To Chief Customer Officer Consulting 52

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.

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Chief Customer Officer How To Leadership Meeting 183

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

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Chief Customer Officer Customer Centricity Metrics CRM 94

CustomerSuccessBox

MARCH 2, 2022

Some years earlier we didn’t even know what Customer Success (CS) was and neither about the salaries in Customer Success but were well aware of what customer support is. There is a clear differentiator between these two and customer success is evolving ever since. Boosts the customer lifetime value.

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Customer Success Chief Customer Officer Leadership Customers 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success Managers who do it all.

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Customer Success Chief Customer Officer Consulting Knowledge Base 52

Gainsight

OCTOBER 13, 2022

To help you do that, we created the SaaS Durable Growth Kit for Customer Success , a collection of insights and proven strategies from Gainsight executives that shifts the conversation from “what now” to “what’s possible.” . Chief financial officers should consider moving from an annual budget to monthly forecasting .

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Customer Success Chief Customer Officer Effort Score eBook 52

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. The Volume of the Customer Voice. Game nights with the C-suite! Family-friendly schedules! . Let’s check out some of the gems.

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Customer Success Company Chief Customer Officer How To 59

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

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Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

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Customer Success Metrics Customers Trends 97

ClientSuccess

APRIL 11, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Question 1.

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Chief Customer Officer eBook Customer Success Software 40

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success. The Human Duct Tape Show Podcast.

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Resources Customer Success Chief Customer Officer Case Study 70

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Your customer’s success is your success.

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Customer Success Chief Customer Officer Software Customers 85

CSM Practice

MARCH 1, 2021

Business prospers by setting goals and striving hard to achieve targets in order to get more customers. However, as companies attract more customers, maintaining relationships with customers becomes more challenging. Salesforce and Customer Relationship Management.

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Customer Success Chief Customer Officer How To Customer Relationship Management 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

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Customer Success Chief Customer Officer Leadership Study 52

Gainsight

FEBRUARY 18, 2022

With so much emphasis on employee change, organizations and businesses, especially tech and customer success, are scrambling to find CSMs, grow them, and keep them on their teams. Thomas explained that none of their work would be possible without a centralized approach to customers. A CS Charter that Addresses Success and Value.

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Customer Success Chief Customer Officer Customer Centricity Healthcare 97

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. As CSMs, we spend our days convincing our customers to adopt our tools.

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Software Customer Success How To CRM 98

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

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Chief Customer Officer Customer Success Leadership Customer Retention 52

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Surprise and Delight Your Customers.

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Customer Success Chief Customer Officer eBook Culture 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

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Conference Customer Success Leadership Sales 98

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

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Customer Success Chief Customer Officer B2B Roadmap 64

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.

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Customer Success B2B Chief Customer Officer Course 111

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.

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Customer Experience Chief Customer Officer B2B Conference 302

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

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Customer Success Net Promoter Score Effort Score NPS 93

SmartKarrot

DECEMBER 3, 2020

What stays common between each member of your customer success company is the need to satisfy a hungry customer. Now many such designations and roles are designed to look after the specific needs of a customer. Both strive to bridge the gap from a company’s point to interact with a customer.

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Chief Customer Officer Customer Success Metrics Return on Investment 10

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model?

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Customer Success Chief Customer Officer Metrics Competitive Advantage 52

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care.

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Customer Success Net Promoter Score Chief Customer Officer Leadership 0