Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016. Share this page on: Tweet.

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Chief Customer Officer Contact Center Analysis Customers 48

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

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Chief Customer Officer Customer Centricity Call Center Metrics 142

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged.

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Customer Engagement Engagement Company Strategy 52

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges.

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Chief Customer Officer Customer Centricity Strategy Leadership 50

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.

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Customer Success Chief Customer Officer Leadership Healthcare 98

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Chief Customer Officer Culture Customer Journeys Leadership 100

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

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Chief Customer Officer Consulting Customer Success Groups 81

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Build a profitable customer experience.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

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Strategy Customer Journeys Chief Customer Officer Leadership 193

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

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Customer Success Chief Customer Officer How To Sports 126

Customer Bliss

FEBRUARY 10, 2015

Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. For example: how many new customers did you bring in this quarter, volume and value?

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Chief Customer Officer eBook Metrics Leadership 100

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Q: What were the major lessons learned from re-segmenting your customer base?

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Chief Customer Officer Analysis Customer Base Exercises 98

Kayako

JANUARY 25, 2019

She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. A consultant and thought leader, Jeanne guides C-Suite and Chief Customer Officer clients around the world toward earning the right to business growth and prosperity, by improving customers’ lives.

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Chief Customer Officer Case Study Airlines Customer Service 123

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

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Chief Customer Officer Customer Experience Touchpoint Software 52

ChurnZero

JANUARY 13, 2023

As leaders remain cautious about the economy, organizations will continue to focus on retaining and expanding existing customers through prescribing and quantifying value. As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before.

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Trends Customer Success Chief Customer Officer Customer Journeys 98

Gainsight

MAY 3, 2023

” Melissa Allen, Senior Manager, Customer Success Operations, Okta Melissa Allen won the 2022 Gainsight GameChanger Challenger Award for her trailblazing work building Okta’s CS Ops function. Ultimately, Digital Customer Success strategies are the key to creating an efficient, durable business that scales.

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ChurnZero

APRIL 27, 2022

Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. It’s important that you create a definition of value and communicate that to your customer. . The process may include: Choosing a platform to track and understand the customer journey. Definition.

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Measurement How To Chief Customer Officer Metrics 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. .

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Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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Customer Success Industry Trends Chief Customer Officer 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

Thematic

MARCH 27, 2024

Navigating Voice of the Customer data Watercare have long recognized the importance of capturing and analyzing customer feedback through a Voice of the Customer (VOC) program. Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre.

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Chief Customer Officer Customer Journeys Analysis Feedback 62

CSM Magazine

FEBRUARY 16, 2021

Today, customers expect world-class engagement experiences with brands, and those experiences — good or bad — are broadcast on social media for the world to see. In fact, the company is seeing significant growth in its customer base, making Mingle’s extra muscle and industry expertise a welcome and timely addition.

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Chief Customer Officer Customer Experience Automotive Social Media 52

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint Software 40

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. VP of Customer Success : This person oversees the development and implementation of CS strategies, manages the existing customer base, and handles the management and growth of the CS team.

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Customer Success Chief Customer Officer Customer Centricity Sales 94

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 3: Build a Customer Listening Path.

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Chief Customer Officer Leadership Metrics Call Center 100

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Customer Leaders must attach CX work to the profitability of the business. Make Them Listen.

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Chief Customer Officer Leadership Metrics Customers 100

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. To start, use your data to determine what your customers need without asking them. What is Customer Goodwill? Time is of the essence.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

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. Well, were they ever engaged?

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Customer Centricity Chief Customer Officer Effort Score Sports 98

Customer Bliss

DECEMBER 12, 2017

As the CMO/CCO, Isabella worked with the C-Suite to focus on gathering and leveraging customer data to transform the culture into one that cares more about improving the lives of its customers. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does.

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Leadership Marketing Customer Experience Chief Customer Officer 0

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Kayako

FEBRUARY 13, 2019

Do your processes work for 40 customers? What happens to your business when you begin to experience true hypergrowth and you have 40,000 customers to engage? Help the CMO grow their sphere of influence while growing engagement and growth by leveraging marketing expertise – it’s a win-win! Think Scale. How about 400?

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Customer Success Strategy Chief Customer Officer NPS 123

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Francis had to think about how to improve the experience for customers based on his experience.

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Customer relationships Banking Chief Customer Officer Leadership 111

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Study Customer Success Chief Customer Officer Leadership 87

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

Totango

SEPTEMBER 24, 2018

Jamie Bertasi , Chief Operations Officer and Chief Customer Officer at Totango, kicked off the event and spoke about the need to drive more impact for CS. Customer-centricity is no longer an afterthought. More about the event here.

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Customer Success Interaction Chief Customer Officer Customer Centricity 50

ChurnZero

JULY 2, 2021

Over time, your customer base becomes more diverse and has more opportunities to churn. Tier your customer base and focus on usage and engagement. When you focus on NRR, losing your bigger customers hurts. Invest in data, especially customer health scores. Customer Success Around the Web.

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Customer Retention Metrics Chief Customer Officer Tips 97