ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

ChurnZero

DECEMBER 27, 2019

For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot. That’s 2019 for you. . Top 10 Blog Posts from 2019 . 2019 is almost a wrap.

e-support 64

e-support eBook Chief Customer Officer B2B 64

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? the stuff that Customer Success teams are really meant to do). As the chatbot craze subsides, I anticipate behind-the-scenes AI to become a major trend in 2019.

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

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. Recognize the Consequences of the Monkey on Your Customer’s Back. A post shared by Jeanne Bliss | CustomerBliss (@customerbliss) on Feb 5, 2019 at 4:00am PST. End service exhaustion.

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

Customer Bliss

JANUARY 17, 2019

As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019. Since she didn’t have much Netspend customer data at the time, she included the information that she did have in order to support the case.

Connections 190

Connections Company How To Chief Customer Officer 190

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Kerry Bodine.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

ChurnZero

NOVEMBER 1, 2019

ChurnZero Leads G2’s Fall 2019 Momentum Report for Customer Success Software. The two scores combined to give ChurnZero an overall score of 96, beating out the next highest Customer Success provider by 25 points.

Net Promoter Score 40

Net Promoter Score Chief Customer Officer Software Customer Satisfaction 40

Qualtrics

JANUARY 2, 2019

Here’s a recap of some of the wins you may not have heard about for government CX in 2018, and some of the continued struggles we still are working on in 2019. For example, a December 2018 GAO report called out the need for the Department of Transportation to collect more customer feedback from airline passengers. Request Demo.

Government 20

Government Customer Experience Chief Customer Officer Transportation 20

CCO Council

SEPTEMBER 23, 2019

This follows the whole lifecycle of a business in each of these countries: Source: World Bank “Doing Business 2019” Report, 16thEdition, The World Bank Group.

Chief Customer Officer 40

Chief Customer Officer Banking Financial Course 40

Think Customers

NOVEMBER 4, 2019

million units in 2019, a 2.5 percent decline in global auto sales in 2019 and the Center of Automotive Management in Germany noted in a report that “the ‘fat years’ in the automotive industry are over for now…technological, economic, and political changes are now announcing difficult times for the industry.” Turbulent times U.S.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

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. under one leader and sometimes calling them the “Chief Customer Officer.”

Customer Success 58

Customer Success Chief Customer Officer Leadership Customer Centricity 58

Gainsight

JANUARY 10, 2022

Gartner reported that inquiry requests from clients to talk about B2B Customer Communities grew 233% from 2019 to 2020. In a recent survey of client Chief Customer Officers, we found that 81% of respondents had an online Customer Success community or planned to build one this year.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

ChurnZero

OCTOBER 30, 2020

Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. As you see talented people come into Customer Success and then move up into bigger roles, it means compensation is going to go,” says Mehta. That’s what gave them the confidence to really pay up.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Helen Dewdney

SEPTEMBER 4, 2018

Tesco was reported as having given £5,000 to charity and put training in place and that was it. Helen reported on her blog that she wasn’t going anywhere without addressing this story. Interviewing the new Tesco Chief Customer Officer. Tesco and the guide dog. Not impressed, Helen wrote about this on her blog.

Case Study 60

Case Study Consumers Study Social Media 60

ChurnZero

DECEMBER 20, 2019

Look for 2020 to be a year of CS increasingly reporting to the C-Suite. . . Customer happiness and product features won’t float the bill. . By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 13, 2022

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. This is in part due to a rise in the standing of the Chief Customer Officer role.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

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. . . No worries if you missed the webinar, you can view it on-demand here.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

ChurnZero

OCTOBER 25, 2019

You will be getting reports that show where the system is being used and whether there’s issues or there’s parts of non-usage and initially this is a learning curve, and we’re using this for the next six months. How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Customer Success operations planning.

Customer Success 49

Customer Success System Customers Software 49

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. Despite that fact that medium and enterprise organizations report to be using an average of 4.5

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. David Avrin. Denise Lee Yohn.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Over one-in-five saw their budget actually decrease year over year.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Storyminers

JULY 6, 2020

His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. David Avrin. Denise Lee Yohn.

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. Do they have any direct reports?

NPS 40

NPS Customer Success Effort Score Sales 40

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. December 27, 2019. This blog is a summary of those findings.

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

Reporting and Dashboards: . CRM administrators can develop Customer Success oriented reports and dashboards at the cost of lost functionality. While tempting for organizations deeply entwined with a CRM , an approach like this result s in less than perfect reporting.

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. Appointing a chief customer officer or chief revenue officer to lead revenue optimization is a highly visible indicator of executive support with symbolic and practical benefits.

Software 40

Software Trends Self Service B2B 40

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. About Wootric.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Wootric CX Blog

SEPTEMBER 18, 2019

With new product enhancements, Wootric empowers CX champions to evangelize and democratize insights from customer and employee journey feedback, at scale. With this new release, reports included on each dashboard can now be tailored to the needs of each team, making the insights even more actionable. About Wootric.

Customer Experience 40

Customer Experience Net Promoter Score Competitive Advantage Self Service 40