Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

JULY 14, 2016

Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” Leadership accountability. Silo heads (i.e.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The sales team is representing the product as it is today and not as they hope it will be tomorrow. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Speaker: Ryan Johansen, Director of Customer Success, AppDynamics. What’s Next.

Chief Customer Officer 98

Chief Customer Officer B2B Leadership Customer Success 98

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

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

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

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. But what about everyone who isn’t your customer?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers?

Chief Customer Officer 52

Chief Customer Officer B2B Leadership Customer Success 52

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

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. But what about everyone who isn’t your customer?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

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

Gainsight

JUNE 8, 2022

Similarly, if delivering a remarkable customer experience is truly the company’s goal, as it should be in a recurring revenue SaaS business, then the leadership team should talk about this mission regularly. In fact, it’s the RACI model that the Gainsight team uses internally to operationalize their customer outcomes too!

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

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

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

Customer Experience 100

Customer Experience Chief Customer Officer How To e-support 100

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. Sales and CS.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

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. In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry.

Telecommunications 141

Telecommunications Industry Effort Score Chief Customer Officer 141

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

AUGUST 8, 2018

His expertise includes helping organizations achieve their goals in the areas of customer service, employee development, and leadership. Don Peppers is a renowned keynote speaker, best-selling author, blogger, and customer experience strategist. Don Peppers Follow @DonPeppers. Jackie Huba Follow @jackiehuba. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Horizon CX

DECEMBER 31, 2018

The same holds true for CX consultants and being more of a trusted partner with their clients especially in the sales process along with a focus on offering CX solutions to key business issues rather than just offering products and services within their business portfolio.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Gainsight

JUNE 21, 2022

So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? They are turning to existing customers for their stream of revenue. That is one of the key reasons the Index showed that 95% of B2B companies of all sizes prioritize customer success.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

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

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Customer Bliss

MAY 17, 2016

Those silos are accountable to different leaders and metrics, and that lack of one-company leadership creates inconsistencies for the customer and how they experience your product. He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. Case Study.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ChurnZero

AUGUST 11, 2020

This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1. I’m sure you have too.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

ChurnZero

SEPTEMBER 9, 2019

ChurnZero Expands Leadership Team to Capitalize on Business Growth and Mission to Bring Customer Success to All Subscription Businesses. ChurnZero Announces New CCO, CMO, and VP of Sales appointments to its leadership team. . Currently at ChurnZero, Jason leads the go-to-market sales and operations team.

Sales 8

Sales Chief Customer Officer Leadership Touchpoint 8

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Rick Adams.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. Yet, it’s easily one of the most important elements to the growth of your company. CCO Council. Tomasz Tunguz.

Customer Success 45

Customer Success Management Chief Customer Officer Infographics 45

Customer Guru

MARCH 7, 2018

I would always try to make a customer’s onboard experience comfortable; sometimes just a cheerful smile can go a long way. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. It is exactly the same thing in the B2B industry.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. Peter Armaly.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21