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

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 commit time and resources to form a solid partnership with the customer leader? CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Course 111

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 13, 2023

Customers scrutinizing expenditures will not have the luxury of sticking around with vendors where value is not returned multiple fold. Budget tightening will drive vendors to focus on increased scale to drive similar growth rates with the limited resources available to them. The role of chief customer officer moves into the limelight.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

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

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 Roadmap 100

Gainsight

MARCH 15, 2022

Lately it feels like companies say they care about Customer Success, but when they have to put up resources to back it, they don’t commit,” he said. 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.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

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. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

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. There are variations in how that can work.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

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

ChurnZero

JULY 2, 2021

You agree to more one-off product enhancements and take on more custom work. But SaaS companies can get majorly derailed when they deviate too far too often from their product roadmap. It’s also worth mentioning that investors will carefully analyze your customer concentration. Ensure you spend enough on Customer Success.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. Anahita Reilly is the Chief Customer Officer for the U.S. Meet Anahita, CCO and Certified Lean Six Sigma Green Belt. Key Takeaways.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Alliance by IFS

MARCH 31, 2016

In many companies, innovation resources are targeted at new product development. 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. That’s because those efforts have a clear return on investment.

Innovation 50

Innovation Chief Customer Officer Return on Investment Roadmap 50

Kayako

FEBRUARY 13, 2019

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. Build a Holistic Customer Health Metric.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Gainsight

MAY 18, 2023

Meanwhile, Customer Success teams are increasingly seeking out digital tools that drive efficiency and effectiveness within their resource-constrained organizations. 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.”

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

CSM Practice

OCTOBER 10, 2018

Segmentation: Your customer classification. Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. Team: The services and capabilities your CS team provides.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Segmentation: Your customer classification. Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. Team: The services and capabilities your CS team provides.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Segmentation: Your customer classification. Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. Team: The services and capabilities your CS team provides.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

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

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

ECXO

DECEMBER 26, 2023

In a highly competitive space, where even an incremental advantage can result in significant uplifts, this is a crucial resource to create stand out and successful marketing-especially for marketers in highly regulated or highly competitive environments. Here is the link. Here is the book link. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

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? If personnel resources are plentiful, then executing VoC and CX efforts in-house can be quick and efficient. How far out are your projects scheduled? Terrain Knowledge Q.

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Comm100

SEPTEMBER 22, 2016

The second edition, updated with case studies and additional resources, will show you how to be, “persuasive, not abrasive.” Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. Creating Customer Loyalty. Reinventing the Customer Experience.

Customer Service 100

Customer Service Case Study Gamification Culture 100

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 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SurveySensum

JULY 14, 2020

Founder of Customer Experience Consultancy, Ian Golding is a renowned Blogger, Writer, Speaker, and Customer Experience Educator. He is the first CX professional to become an Authorized Resource and Training Provider for the CCXP accreditation. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. We then present a proposed roadmap of tactics that will help drive the overall strategy forward.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Do we have the right playbook?

Management 52

Management How To Effort Score Customer Success 52

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue.

NPS 40

NPS Customer Success Effort Score Sales 40