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.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Qualtrics

FEBRUARY 6, 2019

Below are 10 product experience conferences that you should check out for 2019. The Product Experience Track at X4 Experience Management Summit. Date: March 5-8, 2019. Who should go: Everyone in the experience management industry, regardless of position or rank. Mike Mclaughlin- Chief Customer Officer, GoDaddy.

Conference 33

Conference Management Innovation Roadmap 33

Customer Bliss

JULY 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. And for those who have numerous medications to manage, the maze is even more complex. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Feb 5, 2019 at 4:00am PST.

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

Customer Bliss

APRIL 16, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Jan 5, 2019 at 10:00am PST. They are also there and send alerts and information to help customers eliminate billing surprises.

Case Study 174

Case Study Study Self Service Chief Customer Officer 174

Oracle

MARCH 11, 2020

It's not customer experience; it's really the whole ecosystem of your organization, and are you united? link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. I've almost started calling it X now. Jeanne Bliss. Sioban Massiah. Kerry Bodine.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Horizon CX

DECEMBER 31, 2018

What changes in CX are in store for 2019: I think we are hitting a plateau in CX to some extent. With rumors around a recession coming in 2019, that might be giving some organizations the jitters and investments in some areas of CX might be held off over the coming year. Transformation requires change and change involves risk.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. A female Chief Customer Officer ascended into the CEO position. Roger has extensive experience in the leadership of global companies.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Gainsight

DECEMBER 10, 2018

Synecdoche and SaaS: What Title Should the Customer Success Leader Have? Customer Success leaders go by many names—VP of Customer Success, Director of Account Management, Chief Customer Officer, and so on. Helpful for individual contributors and leadership alike. Customer Success Slack Channel.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Gainsight

OCTOBER 9, 2019

And I’ve hit a goldmine of opportunities in the customer success profession. — Nick Mehta (@nrmehta) September 24, 2019. As I’ve tweeted many times, the customer success leadership job market is white hot. On one hand, the teams get big quickly, so leadership scale matters.

Customer Success 58

Customer Success Chief Customer Officer Leadership Customer Centricity 58

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. SaaStr Europa Date: June 17 – 18, 2020 Location: Paris.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Qualtrics

JANUARY 2, 2019

All in all, 2018 was a pretty good year for federal agencies working to advance the customer agenda. It was packed with new learning events, new thought leadership, and the launch of government CX centers of excellence, for example. The Office of Management and Budget (OMB) sent out some formal new CX-related “to-dos” to big agencies.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. on 13 May 2019. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . Dig in and enjoy. . . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . As CS, we have a really close relationship with our sales managers.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

Gainsight

JUNE 4, 2019

We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. So we asked you, the customer success community, to nominate your peers to be recognized. Congratulations to Loopio , the Pulse 2019 Impact Award winner for Innovation.

Chief Customer Officer 8

Chief Customer Officer Innovation Conference Customer Success 8

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? I hope you can join us in October 2020. You Mon CEO, ChurnZero.

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. So, he owned all of our Customer Success Managers.

NPS 40

NPS Customer Success Effort Score Sales 40

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. 63% follow-up with dissatisfied customers.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Gainsight

JANUARY 28, 2019

But in my day job as CEO of Gainsight and “Chief Karaoke Officer” of the customer success movement, I think about other measurements: How many people will come to Pulse 2019 , after 5000+ at Pulse 2018? How many company kickoffs and all-hands will we be asked to speak at about customer success? Hundreds so far).

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

ChurnZero

NOVEMBER 8, 2019

Now more than ever Customer Success is essential to the long-term success of your entire organization. A relationship-focused approach to client management is a must. . Customer Relationship Management systems (CRMs) have changed the game when it comes to how companies know and track their customers.

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

West Monroe

JANUARY 24, 2022

According to Reuters, software deals more than tripled in the first nine months of 2021 compared to 2019. Distributed architectures, edge computing, and new regulations, mean cyberthreats and privacy will demand vigilant investment and oversight in 2022 and beyond—no matter what other pressuring concerns require leadership attention.

Software 40

Software Trends Self Service B2B 40