Think Customers

JUNE 13, 2024

The chief customer officer of ClearAction Continuum reveals four — just four — CX ROI benchmarks to prioritize during the “ Four Gold CX ROI Metrics LinkedIn webinar hosted by the European Customer Experience Organization (ECXO) earlier this month. That’s music to the ears of those struggling to improve the experience.

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ROI Chief Customer Officer Metrics Return on Investment 64

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille.

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Chief Customer Officer Return on Investment Leadership Hospitality 100

Customer Bliss

FEBRUARY 19, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Each of those window washers gets an emotional return on investment in delivering memories to those sick kids. This is a company-wide commitment to resources and to people.

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Brands Chief Customer Officer Hospitality Course 208

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

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Effort Score Tips Chief Customer Officer Return on Investment 59

Maru Group

FEBRUARY 19, 2020

Tailoring engagement efforts to specific customer segments will increase the return on investment. They discussed understanding customer needs in relation to Distributed Energy Resources (DERs). By working together, potential issues can also be addressed in advanced.

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Consumers Customer Journeys Chief Customer Officer Government 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.

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Customer Success Tools Management Chief Customer Officer 98

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer Customer Success Leadership Consulting 53

Gainsight

OCTOBER 1, 2021

Most execs began to see that CS Ops’ core nature centered on resource planning and strategy over time. Like the larger operations structure and motion, CS Ops had an overall construction based on the premise of cross-company alignment, resource management, and the main objective of keeping operations running daily.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

Alliance by IFS

MARCH 31, 2016

In many companies, innovation resources are targeted at new product development. That’s because those efforts have a clear return on investment. The benefits of dedicating resources to service research and development to create new types of services, new revenue models, or new approaches are difficult to quantify.

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Innovation Chief Customer Officer Return on Investment Roadmap 50

Gainsight

JUNE 9, 2021

Major Takeaways: Knowing your company’s strategic initiatives can help you collaborate across organizations, share resources, and prevent silos. Delphix: How Value Engineering leads to Customer Success starring Alex Hesterberg Chief Customer Officer, Delphix. They utilized Gainsight, especially 360 degree view.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

Pointillist

JUNE 5, 2019

Diane Magers, CCXP CEO Customer Experience Professionals Association Most Organizations Are Not Making the Link Between CX initiatives and Business KPIs Organizations are still struggling to measure and quantify the impact of customer experience on important business KPIs such as revenue, churn, and customer lifetime value.

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Customer Journeys Measurement Report Omni-Channel 89

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. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

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Conference Customer Success Chief Customer Officer Return on Investment 72

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. Do we have the resources? The board of directors is an intelligent, experienced audience.

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Chief Customer Officer Return on Investment Customer Success Meeting 10

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

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Customer Success Self Service Chief Customer Officer Trends 73

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

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Customer Experience Return on Investment Effort Score Chief Customer Officer 48

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots?

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Chatbots Self Service ROI Contact Center 136

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

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Customer Success Self Service Chief Customer Officer Trends 49

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CIO uses the company’s knowledge resources to meet solutions.

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Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CIO uses the company’s knowledge resources to meet solutions.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

NOVEMBER 16, 2022

Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex.

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Handbook Customer Success Chief Customer Officer B2B 10

Lumoa

JUNE 22, 2021

And it’s, it’s not only to, to put it on the paper so to say but you have to, you actually have to be the person willing to, without compromise, talk to customers case, wear the customer hat, to be the customers ally around the table when you discuss product development,strategy, cutting costs, you know.

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Customer Centricity Hotels Customer Experience Customer Journeys 195