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

CloudCherry

DECEMBER 12, 2017

Disruptive Customer Experience Management platform CloudCherry has appointed Deborah Eastman, a thought leader in the Customer Experience space, as part of its board of directors. Previously, she was with Satmetrix as the Chief Customer Officer, consulting with top organizations to adopt NPS and build a customer-centric business.

Chief Customer Officer 150

Chief Customer Officer Customer Experience NPS Customer Centricity 150

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. ChurnZero is proud to be a Gold sponsor of the event.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. What are customer experience savings?

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Oracle

JULY 16, 2019

Looking for customer experience conference and events information for 2019 and 2020? We’ve compiled a CX professional’s guide to industry conferences and virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. June 2019 CX Events and Conferences. Conference, Las Vegas.

Conference 40

Conference Customer Experience Hotels Chief Customer Officer 40

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. Develop Core Values.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. In addition, he is also a best-selling author, Forbes contributor, blogger & podcaster, and frequent conference speaker.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

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

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. So it’s complicated for the customer.”

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Customer Bliss

OCTOBER 30, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed.

Case Study 256

Case Study Study Hotels Chief Customer Officer 256

Totango

NOVEMBER 3, 2022

In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. That’s the question that Sumo Logic Chief Customer Officer Dione Hedgpeth and Totango President & COO Jamie Bertasi discussed during their session at the TSIA World: ENVISION conference.

Customer Journeys 62

Customer Journeys Tips Chief Customer Officer Healthcare 62

Customer Bliss

JUNE 14, 2019

How does a global consumer brand create value for its customers, consumers, and employees? In today’s episode, we talk to Chester Twigg , the first global chief customer officer at Johnson & Johnson. C: Customer team reinvention. Create Value for All of Your Constituents. E: Emerging market excellence.

Chief Customer Officer 161

Chief Customer Officer Leadership Social Media Retail 161

Gainsight

MAY 3, 2023

The future of Customer Success (CS) is digital, but that doesn’t mean it can’t be beautifully simple. At Pulse 2023 , the largest conference in the Customer Success industry, we’re dedicating an entire track to unpacking Digital Customer Success (DCS): Digital Strategies to Help You Achieve More With Less.

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

Communication 222

Communication Chief Customer Officer Customer Care Customer Success 222

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization. “Customer Success isn’t just with one team in the organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

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. Adam is a globally recognized expert on customer experience. Adam Ramshaw Follow @Genroe.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Top 10 Blog Posts from 2020.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. To create a consistent onboarding experience, irrespective of a user’s onboarding cohort, Olson says Customer Success needs to ramp up automation.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Gainsight

MARCH 10, 2022

Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. Eduardo Amorim, global head of customer success at Sendcloud, believes it is. . Building Out and Up Your Customer Success Caree r. Is that true?

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

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

Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

Customer Success 40

Customer Success Chief Customer Officer Metrics Conference 40

Gainsight

JULY 27, 2021

However, among these stories on opposite ends of the spectrum, there is a bright light for SaaS and tech companies—many began to realize that Customer Success is a growth engine for business. As a result of that surge, career opportunities in Customer Success have soared.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. 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.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Product leaders joined the Customer Success movement with the addition of PX to our product portfolio.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better. Below, is the blog he wrote.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

Gainsight

FEBRUARY 16, 2021

To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. And there were so many memories along the way, many from our Pulse conference. We launched in 2013 with the premise of “software for Customer Success Managers.”

Chief Customer Officer 64

Chief Customer Officer Conference Customer Success Software 64

CSM Practice

OCTOBER 10, 2018

All About the Customer Success Performance Indicator . This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Maru Group

FEBRUARY 19, 2020

The one-day symposium was held on January 27th, 2020 in San Antonio at DistribuTECH, the utility industry’s leading transmission & distribution conference. From the Symposium, it is clear customers want more from utilities. Customers are ready to engage in saving energy, but it needs to be on their terms.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

Gainsight

DECEMBER 16, 2021

What’s the ROI of Customer Success?”. If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following question and run out of the room: “Should CSMs own renewals?”. I’m addressing this post to the head of “post-sales” in your company. – Your CFO.

Chief Customer Officer 72

Chief Customer Officer Customer Success Sales Conference 72

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. We differentiated CHS from CMI this way: Customer Health Score measures the relationship between the vendor and the customer.

Effort Score 60

Effort Score Conference Chief Customer Officer Consulting 60

Gainsight

APRIL 12, 2023

Mistake #3: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! Eventually, you end up with 2000 contract types for 1000 customers.

Self Service 52

Self Service Chief Customer Officer Software System 52

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. We all have at least one thing in common – we’re passionate about Customer care.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40