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.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

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

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

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Customer Journey Mapping is another case in point. We just need to become more reasonable. What’s fundamentally changed there?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Customer Bliss

NOVEMBER 8, 2018

Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Customer Bliss

JULY 7, 2016

Here we discuss the journeys and explore the roles of the most senior customer experience leaders around the world. This title is a nod to the fact that a Chief Customer Officer often becomes the ‘duct tape’ of the organization to guide the company to earn the right to customer-driven growth. .

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

Peter Lavers

DECEMBER 1, 2020

It should be more about uncovering the things that the leadership will say “I wish I’d known about that sooner”! The most important thing to consider about the timing of any CX improvement programme, be it outside-in or inside-out, is actually leadership commitment to do something with the findings / results.

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. There is no denying that it is critical to business success. Don Peppers Follow @DonPeppers.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Customer Bliss

JULY 13, 2018

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven. She helped formalize a process for customer feedback data collection and set up a customer panel.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

Customer Bliss

APRIL 20, 2016

Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog. Moving Towards One-Company Leadership For Organizational Decision-Making.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

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

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer Metrics 57

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Peter Lavers

FEBRUARY 20, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. You may also be interested to read the blog that I published on the Customer Attuned site that considers 3 critical conclusions from the report for the B2B sector.

Report 40

Report Data Chief Customer Officer B2B 40

SmartKarrot

MARCH 8, 2022

Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. Anika Zubair. Annette Franz. Bhavika Kochhar.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Before you begin, you need to have a plan in place to bring customer success to its full potential. Customer success doesn’t just happen. You don’t have a plan. And it is!

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. Under his leadership, Zappos has grown gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Chief Customer Officer 2.0 Made in America by Sam Walton.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SmartKarrot

JANUARY 5, 2021

A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supporting B2B SaaS companies and developing their Customer Success capabilities. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Peter Armaly. James Scott.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. Amazon is well-known for putting the customer first.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

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.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. contacts from a dissatisfied customer).

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

System 338

System Effort Score NPS Net Promoter Score 338

Customer Guru

MARCH 7, 2018

So, the first step was to bring the entire leadership team on board; we do know how CX follows a top-down approach and, therefore, it is pivotal that the top management endorses the initiative from day one. Gradually, the positive changes were seen: things changed, the way we handled customer visits at our site changed.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

West Monroe

JANUARY 24, 2022

Data is still a hugely underused at most B2B HT&S companies, and 86% of leaders said they view data as an enabler to growth. 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

ChurnZero

NOVEMBER 8, 2019

These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization. Since few customer journeys look the same , these tools excel at managing large books of business. .

CRM 63

CRM Customer Success e-support Chief Customer Officer 63