Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Honor and Manage Customers as Assets of the Business.

Chief Customer Officer 135

Chief Customer Officer Customer Journeys Leadership Metrics 135

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. Focus on Retention and Establish Relationship Managers. She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product.

Company 149

Company Strategy Chief Customer Officer Financial 149

Customer Bliss

OCTOBER 24, 2019

Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Are your company’s behaviors value-creating or value-eroding?

Resources 185

Resources Chief Customer Officer Customer Experience Tips 185

ClearAction

JANUARY 8, 2024

More expense to retain customers: loyalty incentives, customer success, etc. Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities. Lower costs, with larger profit margins, result from customer-centric organizations. 24 Ways to Boost 2024 CX ROI. Business as usual is not ROI-generating!

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? The CEO has stated it as a company objective but has not detailed what nor how the organisation will change.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

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.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

Wootric CX Blog

JANUARY 6, 2021

Guided by input from our customers, we invested in omni-channel feedback collection, AI-driven customer journey analytics, and native integrations with the modern tech stack — all the while staying true to the flexible, lightweight, user-centric approach to CX improvement that businesses expect from Wootric. .

Omni-Channel 105

Omni-Channel Innovation Net Promoter Score Chief Customer Officer 105

ClearAction

APRIL 13, 2023

Your Business Development managers may not have considered the bigger picture of success: brand integrity. Marketing and Sales earnestly establish value propositions: what your brand promises customers will receive and what they’ll pay (money, time, etc.). Minding the gap is the ultimate purpose of a CCO.

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

Gainsight

OCTOBER 13, 2022

The state of the SaaS market right now is stress-testing the growth strategies of all kinds of SaaS companies. . But the companies that are prepared to weather any market conditions are the ones poised to become unstoppable. Chief financial officers should consider moving from an annual budget to monthly forecasting .

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Customer Bliss

DECEMBER 29, 2017

This year, I’ve had the opportunity to interview a multitude of CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’m thankful to have interviewed over 40 leaders who are transforming customer experience within their organizations — some are even creating shifts in their respective industry.

Groups 111

Groups Chief Customer Officer ROI Leadership 111

SmartKarrot

DECEMBER 3, 2020

What stays common between each member of your customer success company is the need to satisfy a hungry customer. Now many such designations and roles are designed to look after the specific needs of a customer. Both strive to bridge the gap from a company’s point to interact with a customer.

Chief Customer Officer 10

Chief Customer Officer Customer Success Metrics Return on Investment 10

Gainsight

FEBRUARY 9, 2022

While they don’t need to have worked in management consulting, the skillset they need is that of a “Consultant.” Indeed, in a high-touch business, expansion is often an essential part of long-term relationship management. ROI demonstrated), and advocacy (e.g., ROI demonstrated), and advocacy (e.g., management consulting).

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

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 Bliss

NOVEMBER 1, 2018

In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. How do you hold yourself accountable when managing culture and employee experience? Tactic 5: Assess your Employee ROI. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

ClearAction

DECEMBER 5, 2023

For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management. As changes happen, communicate proactively to manage expectations. Ultimately, your salary, budget, and profit-sharing are provided by customers.

Metrics 62

Metrics Effort Score ROI Policies 62

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!

Management 52

Management How To Effort Score Customer Success 52

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

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 Customer Success Handbook Knowledge Base 91

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

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

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Customer and Partner Relationship Management (CRM).

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Gainsight

APRIL 27, 2020

From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. We even wrote about how CEOs need to take more ownership of Customer Success. But one voice hasn’t been prominent enough in the Customer Success dialogue – Finance. telehealth companies).

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. The starting point for customer experience in healthcare: Anthem is an enormous company. Episode Overview.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM).

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

ROI 10

ROI Measurement Customer Success Return on Investment 10

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? CSMs have had to improvise and manage without purpose-built tools for well over a decade. As CSMs, we spend our days convincing our customers to adopt our tools.

Software 98

Software Customer Success How To CRM 98

Gainsight

MARCH 9, 2020

Be it driving better product adoption, managing risk, reaching out to executives, etc., Collaboration and transformation—Share customer insights with your non-customer facing teams in your company (e.g., to drive better customer-centric decision-making. it’s all about consistent workflows.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

JUNE 21, 2022

Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. Integrating customer success into expansion and renewals. on upsells and cross-sells from existing customers.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

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. C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

Chief Customer Officer 48

Chief Customer Officer Customer Success Call Center Customer Centricity 48

ChurnZero

NOVEMBER 27, 2019

Careful end-to-end change management is a must when working to position CS as a profitability center. As a part of change management , e xecutive, CSM and client buy – in is essential. Premium Onboarding Packages A re an Important Part of Customer Success’s Evolution .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Eptica

MAY 30, 2018

This is leading to a ‘winner takes all’ world where gaps are growing, not just between best and worst companies, but even between top organizations. More and more companies are employing senior heads of customer experience, such as Chief Customer Officers – and 50% of these report directly to the CEO.

Customer Experience 50

Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. With this a company can achieve short term growth. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales? That is NOT a good idea.

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136