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 Handbook Customer Success 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

CustomerSuccessBox

DECEMBER 6, 2021

He is often seen actively involved in Customer Success leader communities, mostly sharing his knowledge and ideas on customer strategy execution. Rick started his career as a system engineer before moving into business ownership. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Rick Adams.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Gainsight

APRIL 12, 2023

But I should have looked more carefully at leading indicators and had a clear system to evaluate if we were on track or not. Mistake #4: Not standardizing pricing and related systems early Every enterprise-oriented startup, including Gainsight, can fall into the same trap. Invest in back-office systems early.

Self Service 52

Self Service Chief Customer Officer Software System 52

CSM Magazine

AUGUST 22, 2019

SVP, Customer Success Group, McAfee. SVP, Customer Care, Samsung. VP, Customer Experience, Twitter. Director, Customer and Partner Care Operations, Starbucks. Join the America’s biggest brands in their mission to bring customer service to the center of the business. Senior Director, Customer Care, Hilton.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ChurnZero

OCTOBER 30, 2020

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. Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. The expert panel included Pendo.io How do you counter this?”.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.” ” Why?

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Qualtrics

MAY 23, 2019

Chief Customer Officer (CCO). Also known as : VP Customer Experience, Chief Customer Experience Officer, Head of Customer Engagement. Chief Marketing Officer (CMO). Also known as: Head of Marketing, Chief Brand Officer, Head of Brand. What do they do?

Meeting 39

Meeting Management Chief Customer Officer Advertising 39

Amity

JUNE 28, 2017

Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action. Decision : EXPAND AND LEVERAGE: They are mature and they like you – focus on expanding the business with them while at the same time leverage them for Customer Advocacy. Additional Thoughts and Suggestions.

Effort Score 60

Effort Score Conference Chief Customer Officer Consulting 60

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . The first role will be a program manager aimed at driving internal, customer-centric process improvement initiatives.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Helen Dewdney

SEPTEMBER 4, 2018

She posted Dave’s response regarding rectifying the system error: Amongst the Tesco bashing, Helen wrote a post on LinkedIn about Tesco listening to customers being reflected in their latest figures. Interviewing the new Tesco Chief Customer Officer. Tesco Chairman. Other Tesco food related incidents.

Case Study 60

Case Study Consumers Study Social Media 60

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

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Step 3: Turn knowledge into innovative multichannel engagement.

Government 40

Government Self Service Customer Service Social Media 40

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Rick Adams.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

Chief Customer Officer 48

Chief Customer Officer CRM Customer Success Comparison 48

Totango

JULY 23, 2021

Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

Customer Success 126

Customer Success Chief Customer Officer How To Sports 126

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

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Martin Hill-Wilson

JANUARY 25, 2016

Of course this flag waving lends itself to oratory platforms such as conference keynotes and self proclaimed thought leadership blogs. Who knows what they have told customers and what impression they have left in that customer’s mind? Maybe we will see Chief Customer Officer roles being created in the not too distant future.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

FEBRUARY 11, 2022

This article is adapted from a session presented by Michael Harnum, CEO of ESG at BIG RYG Virtual, ChurnZero’s online customer success conference. How to play offense as a customer success leader. But Michael finds many customer success leaders default to playing defense. “I Let’s get started. They will question you.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies.

Management 52

Management How To Effort Score Customer Success 52

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kayako

FEBRUARY 13, 2019

Helping to develop a (small) team focused on increasing the engagement, NPS and health of your current customer base can be a huge win, and the best part is the systems are currently in place for new customers! I would argue few organizations have done this well.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Team HGS

AUGUST 22, 2017

I was speaking at a conference, and I asked VPs of customer service or chief customer officers if any of them had deployed bot technology. You can employ a bot trainer to feed questions into the system, and what the machine learning does is cluster those responses. Lauren: Yes, we do.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. These are the individuals who have been in the trenches, built the systems and have the experience of doing the work – someone like my friend, Annette Franz.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ChurnZero

JUNE 3, 2022

You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. Do you see some tension evolving between sales and Customer Success teams?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. Do you see some tension evolving between sales and Customer Success teams?

Customer Success 52

Customer Success B2B Metrics Sales 52