ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

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Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

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Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

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Government Chief Customer Officer How To Roadmap 111

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . So we actually took that insight and we now measure that as part of a survey have that type of experience. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

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

ECXO

DECEMBER 26, 2023

Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Converted: The Data-Driven Way to Win Customers’ Hearts by Neil Hoyne. Here is the link. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Customer Bliss

MARCH 26, 2015

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. Do you have headcount and staff time commitments to drive customer work forward? I didn’t think so.

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Chief Customer Officer Metrics Roadmap Meeting 100

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not.

Tips 100

Tips Chief Customer Officer Effort Score Leadership 100

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. Commitment Questions : As CEO, do you actively hold people accountable for customer performance? CX Click To Tweet. Have you hired a new CCO?

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

Gainsight

MARCH 15, 2022

I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager. Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. Get the Real Story.

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Customer Success Company Chief Customer Officer How To 59

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

Gainsight

SEPTEMBER 15, 2022

They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. According to Capote, organizations need to measure the number of CSQLs. You’re bringing in more teams and departments. It’s earned.

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Chief Customer Officer Metrics Customer Success Roadmap 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Handbook Customer Success Knowledge Base 91

Lumoa

JANUARY 19, 2023

– Do different types of customers have a preferred way to buy? How can we measure the interaction? What’s something measurable that can tell how well we are doing? Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Customer Success Around the Web.

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Chief Customer Officer Customer Centricity Effort Score Sports 98

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

CCO Council

NOVEMBER 2, 2017

Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? CEOs have never responded well when chief customer officers (CCOs) say “Trust me, this is the right thing to do.” Why is this so low?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

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

Kayako

FEBRUARY 13, 2019

While measuring churn is important, it is only a measurement of the effectiveness of your activity and engagement with your customer over time. The trick is to not map out the customer journey the way you WANT it to look but to understand the reality of the situation. Build a Holistic Customer Health Metric.

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Customer Success Strategy Chief Customer Officer NPS 123

Eptica

JUNE 17, 2016

In my experience technologies that can be re-used, such as a central knowledge base that can be deployed as part of web self-service systems and used by agents when handling emails, social media and phone calls deliver a high return on investment and can therefore underpin your customer experience transformation.

Self Service 48

Self Service Customer Experience Chief Customer Officer Contact Center 48

ChurnZero

JULY 2, 2021

A similar but simpler version of GRR is customer retention (also known as logo retention). Unlike GRR, customer retention is purely based on customer count, not the retained revenue from customers. Example: Your business enters January with 100 customers. Customer Success Around the Web. Invest in process.

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Customer Retention Metrics Chief Customer Officer Tips 97

Wootric CX Blog

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

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Company e-support How To Chief Customer Officer 125

Gainsight

MAY 18, 2023

This represents a huge step forward in the power of the platform and will help our customers meet current market needs by giving them the ability to do more with less.” Gainsight customers who are interested in learning more about our generative AI features and roadmap can register to be a part of our beta program here.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? Another capability is the Roadmap & Strategy function. What is your WD-40?

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

Customer Bliss

AUGUST 15, 2019

He wanted a better understanding of what was done for the development of the product roadmap and how customer issues were handled. After analyzing these internal processes, Lee developed a system to improve the ticketing process for employees handling customer issues. Establish KPIs: What are your current conversion rates?

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

Alliance by IFS

MARCH 31, 2016

That needs to change so that service is on par with products,” says Sumair Dutta, chief customer officer at The Service Council. Front-line employees should be involved, and customers’ needs and insights should be analyzed to develop an innovation roadmap. There was also some good news in the survey.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

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 is actually a different measurement and answer than what they were seeking.

NPS 52

NPS Effort Score Survey Roadmap 52

CSM Practice

OCTOBER 10, 2018

Measuring Your Team’s Health. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. — Irit Eizips, CEO, CSM PRACTICE.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Gainsight

JANUARY 28, 2019

I don’t know about you, but I constantly think about measuring my life in “moments.” ” Some of those measurements are profound. How many company kickoffs and all-hands will we be asked to speak at about customer success? How can they measure R&D not just on releases but on adoption and outcomes?

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Episode Overview.

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Customer Journeys Customer Experience Chief Customer Officer Leadership 100

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Eptica

MAY 11, 2017

He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience. While these have a variety of titles, from Chief Customer Officer to VP or Head of Customer Experience their role is essentially the same – lead a team that ensures that CX meets and exceeds customer needs.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

CX Journey

NOVEMBER 6, 2014

Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? Be realistic, though, measuring goals against actual and forecasted bandwidth. Is your team able to take on new projects or learn new skills? Terrain Knowledge Q.

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Hotels Consulting Culture Chief Customer Officer 171