Customer Bliss

FEBRUARY 10, 2015

how many customers declined in their level of engagement with you? The role of the Chief Customer Officer is to bring leaders together to establish Customer Asset Metrics and customer growth behaviors they will stand behind as a united leadership team.

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

CX Journey

JUNE 7, 2017

Without that representative dedicated to shepherding the voice of the customer and the needs of the customer throughout the organization, it's really difficult to transform the organization's culture to one that is customer-obsessed or to redirect the focus onto the customer as opposed to solely on the business of creating shareholder value.

Customer Experience 90

Customer Experience eBook Software Customers 90

Customer Bliss

AUGUST 20, 2015

Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability. The post Earn Customer Desire and the Right to Grow appeared first on Customer Bliss.

Chief Customer Officer 100

Chief Customer Officer eBook Loyalty Innovation 100

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. 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

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? ——————————————————————————————————–. Ultimate Guide to SaaS Customer Success Metrics. Let’s get started with this week’s post!

Chief Customer Officer 40

Chief Customer Officer eBook Customer Success Culture 40

Customer Bliss

JANUARY 5, 2016

Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability. The post What Will Your Customer Stories Be This Year?

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

Customer Bliss

JANUARY 5, 2016

Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability. The post What Will Your Customer Stories Be This Year?

Chief Customer Officer 120

Chief Customer Officer eBook Social Media Innovation 120

Customer Bliss

JANUARY 5, 2016

Take Action: Prevent Customer Breakdown by Being Deliberate about Customer Experience Reliability. The post What Will Your Customer’s Story Be This Year?

Chief Customer Officer 100

Chief Customer Officer eBook Social Media Innovation 100

CX Journey

JULY 18, 2017

What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software. The response has been overwhelming, and the feedback has been quite generous and thoughtful.

Company 112

Company Customer Experience eBook Software 112

PeopleMetrics

MAY 4, 2017

Journey mapping helps you develop empathy for customers so you can build a better experience for them. According to Jeanne Bliss in Chief Customer Officer 2.0 : “A journey framework even in its simplest form, when used with consistency, provides rigor to understand where the priorities in customers’ lives are.

Customer Journeys 91

Customer Journeys Banking Chief Customer Officer Touchpoint 91

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. Here are some additional resources from ClientSuccess : The Customer Success Webinar Series. Customer Success eBooks. More Toolkits!

Resources 70

Resources Customer Success Chief Customer Officer eBook 70

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Having to align customer priorities. The key is how you overcome these hurdles when they come along.

Chief Customer Officer 52

Chief Customer Officer Insurance Customer Centricity eBook 52

Gainsight

OCTOBER 17, 2022

That’s why customer success and product experience become core competencies during a downturn. . To help SaaS leaders navigate the current environment, we’ve put together this ebook on The Path to Durable Growth. How Customer Success Can Help Saas Companies Improve Their NRR. via GIPHY.

Chief Customer Officer 59

Chief Customer Officer eBook Customer Centricity Customer Success 59

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

Resources 52

Resources Customer Success Chief Customer Officer eBook 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

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t dence to own their role in the customer relationship. Customer Success Around the Web. t wears that never gave them the con?dence

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Gainsight

OCTOBER 13, 2022

Chief financial officers should consider moving from an annual budget to monthly forecasting . Chief customer officers should consider ways to efficiently scale. Chief revenue officers should consider reinvesting in account management. CS, it’s time to own NRR.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

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

Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. ——————– Read 10 Customer Service Trends to Watch in 2016. We’ve also asked what organizations can do immediately to improve customer service.

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. As an emergent position in a highly competitive industry, jumping into a leadership role can be intimidating.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

ChurnZero

DECEMBER 27, 2019

2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . Tech 100 Company and our Chief Customer Officer, Abby Hammer, was named a Tech 100 Executive by NVTC . Customer Success Resource. Advice from Customer Success Experts: Best Practices for Year-End Planning eBook.

e-support 64

e-support eBook Chief Customer Officer B2B 64

Tricia Morris

MARCH 14, 2016

Want to Learn More About Customer Service & Retention? Read 10 Customer Service Trends to Watch in 2016. We’ve also asked what organizations can do immediately to improve customer service. What were their answers?

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . Customer Success Resource.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Tricia Morris

JANUARY 25, 2016

——————– Download the eBook: 10 Customer Service. We’ve also asked what organizations can do immediately to improve customer service. Here’s to excellence in service, fellow humans. Trends to Watch in 2016. What were their answers?

Self Service 40

Self Service Trends Customer Service Chief Customer Officer 40

Gainsight

DECEMBER 2, 2019

Customer success has come a long way over the past decade. In this webinar, Bob Slaby, Chief Customer Officer at Altify, and Bryan Hamblin, Chief Sales Officer at Gainsight, share actionable tactics to team up and drive growth at your company. Perfecting the Handoff Between Sales and Customer Success.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. To get a practical guide for building a scalable Customer S uccess program at your organization, watch the webinar on-demand. Customer Success Resource.

Customer Success 72

Customer Success Strategy eBook Chief Customer Officer 72

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. dence to own their role in the customer relationship.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

JANUARY 15, 2021

Having the ability to tailor an onboarding experience for each customer’s needs and context is more memorable and more helpful to the customer in enabling them to be successful using your software compared to merely inserting their name into a generic welcome guide. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

SurveySensum

MAY 9, 2022

It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Nicholas Zeisler , CX Strategist and Fractional Chief Customer Officer at Zeisler Consulting shares a similar view. Ask your customers what they’d like to read about?

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

Michel Falcon Experience

NOVEMBER 8, 2015

An emerging role within companies of all sizes and industries is the Chief Customer Officer. Munchery, the ventured-back delivery company, recently recruited Pascal Rigo to become their Chief Customer Experience Officer after he sold his company La Boulange to Starbucks for $100 million.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

ClientSuccess

OCTOBER 17, 2018

I do this in part by bringing back the often difficult-to-hear stories from customers about what isn’t working for them in the hopes that advocating on their behalf translates into success for both them and for us as a company. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

inmoment

MAY 14, 2020

In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Check out this eBook, “ 3 Reasons Health Systems Should Invest in Improving Patient Experience!” Question #3: Do You Know Who Owns the Member Experience?

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52