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

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).

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

Customer Bliss

NOVEMBER 15, 2018

When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Customers received a fragmented experience that was the result of internal siloed work.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. It’s an investment in efficient, durable growth. . Durable growth in six steps.

Chief Customer Officer 97

Chief Customer Officer Roadmap Metrics Strategy 97

Kayako

FEBRUARY 13, 2019

As you grow and as your customers mature, so too should your segmentation. If you split the commercial relationship between sales and customer success, I would examine if there was a segment of your customers who would renew and organically grow a single CSM on the account vs. having two resources (sales and CSM) on the account.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

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. When he stepped into his role, Francis did the following: .

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

ChurnZero

JULY 2, 2021

Since you’re always looking for new expansion pathways, you need to build a Customer Success team that’s focused on growth and sales. Your team will not only be customer-facing, but they’ll also be business oriented. You agree to more one-off product enhancements and take on more custom work. And in moderation, that’s OK.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

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.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing shows how to apply behavioural science principles in key areas of marketing, including marketing communications, email, direct mail and ad campaigns, social media marketing and sales funnel conversion strategies. It’s not enough to know that happy employees equals happy customers.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

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

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

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. It’s also important that the customer voice gets translated to other teams for maximum impact. “I’d Get the Real Story.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. She is now Chief Customer Officer at ClearAction Continuum. Irit (Golan) Eizips – Customer Success Strategist, Chief Customer Officer & CEO at CSM Practice.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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.

Chief Customer Officer 99

Chief Customer Officer Customer Journeys Customer Experience Roadmap 99

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

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

CCO Council

OCTOBER 28, 2017

My personal conversations with chief customer officers (CCOs) confirm that B2B industries are not far behind. A recent McKinsey survey of 1,000 B2B decision makers said that approximately "86 percent of respondents said they prefer using self-service tools for reordering, rather than talking to a sales representative."

Self Service 40

Self Service Chief Customer Officer B2C B2B 40

Gainsight

MAY 10, 2021

He and the Delphix leadership team were tasked with defining and implementing a five-year roadmap to achieve world-class customer success. The foundations and roadmap they developed were solid, scalable, and able to handle the incredibly rapid growth their CS organization was predicted to achieve. What’s in a name?

Chief Customer Officer 52

Chief Customer Officer Travel Handbook Roadmap 52

Kustomer

AUGUST 19, 2021

Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Aligning other departments like engineering, new products, sales, and finance with CX is also a great way to build customer advocacy when presenting to the C-Suite.

Chief Customer Officer 92

Chief Customer Officer Culture NPS B2B 92

Gainsight

JANUARY 28, 2019

They don’t know if they want the person to have sales experience or be deep in product. ” I view this as much like the evolution that companies go through around their sales leader. Over time, CEOs develop a feeling for the sales leader they want, and the same will happen in CS—but it will take time.

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

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. For Capote, this indicated a critical point that was synonymous with sales and sales operations or revenue operations. “It

Chief Customer Officer 52

Chief Customer Officer Metrics Customer Success Roadmap 52

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. 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 .

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

Gainsight

APRIL 14, 2022

Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. Just as you wouldn’t expect to scale without a sales or marketing operations team, you can’t achieve the growth you dream of without a CS Operations team either. Often, it’s about leadership.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Creating Customer Loyalty. by Ryan Levesque.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Gainsight

FEBRUARY 16, 2021

Product, Marketing, CS, Sales, and other functions focused their deliverables around the event. Like all companies, we had to build our roadmap and product vision. Customers wanted to be in the music videos. Chief Customer Officers shared their childhood dreams in Zoom happy hours.

Chief Customer Officer 64

Chief Customer Officer Conference Customer Success Software 64

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. Conquer Your Success.

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. Conquer Your Success.

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. Conquer your Success.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

CustomerSuccessBox

MARCH 3, 2022

The second: 10 laws of “Customer Success” The third deals with CCO – Chief customer officer, Technology and The Future. When sales cared more about attracting new customers, only in the recent five years, we realized the game changer is retention. Customer rating: 4.6

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

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. And the detailed type of references that Sales is demanding has increased.

NPS 52

NPS Effort Score Survey Roadmap 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

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

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. I need to scale.”. But perhaps it would be worth our time to ask, “Why?”

How To 51

How To Chief Customer Officer Software Customer Success 51

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

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21