Gainsight

FEBRUARY 28, 2024

These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable. Our CEO Amit Bendov says this all the time: ‘follow the music.’

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

Experience Investigators by 360Connext

MARCH 8, 2018

A formal CCO (Chief Customer Officer) or CEO (Chief Experience Officer) is not important by title, but by the role they play in connecting the departments and employees of a company to create a unified, effortless, distinguished customer experience. You’re in charge of #CX!'”

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Calabrio

JULY 26, 2017

In a recent survey of senior leadership across the United States and United Kingdom, which appears in Calabrio’s Success in The Experience Era: Connecting Customer and C-Suite , 100 percent of senior leader respondents list the customer as the chief priority. That’s where the Chief Customer Officer (CCO) comes in.

Chief Customer Officer 124

Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially. 3. Reach Customers at the Peak of their Engagement.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

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. Go big on customer retention.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 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

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

While many members of the C-suite continue to put the customer experience as a brand’s top priority, the challenge of creating a customer-first model lies in the lack of tools, siloed data and misalignment on job ownership. It’s important to address these gaps in order to break down the barriers and truly focus on the customer.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

C3Centricity

MAY 11, 2020

Once the board has endorsed the initiative, the every-day leadership should be handled by someone who exemplifies customer-centricity and has a passion for customer delight. According to this article in Forbes, the responsibilities of a CCO are to: Bring The Customer To Life. They think it costs too much.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. We all know what it is like to connect pieces of a jigsaw together.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. The customer lifecycle is straightforward. Our recommendations follow below.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. The customer lifecycle is straightforward. Our recommendations follow below.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Customer Bliss

OCTOBER 6, 2016

In the simplest possible terms, dealing with customers poorly tends to create customer churn. How do you prevent customer churn, though? Once you understand that role ( we’ve been discussing it often on my podcast ), you will better understand the next steps around preventing customer churn.

Chief Customer Officer 192

Chief Customer Officer Innovation Customers Sales 192

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Align customers’ end-to-end journey and your value proposition.

Metrics 62

Metrics Effort Score ROI Policies 62

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Here are a few other active groups: Customer Success Management.

Customer Success 48

Customer Success Chief Customer Officer Groups Customer Retention 48

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

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

JANUARY 21, 2020

A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. The stronger that connection is, the more likely your customers will be to not only remain customers, but also recommend your company to others.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . Part of the idea of a Customer Community is that it’s your central hub for all customer engagement. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 52

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: Customer rooms allow them to.

Customer Journeys 80

Customer Journeys Chief Customer Officer Hospitality Customers 80

SurveySparrow

MARCH 16, 2021

The C-suite executive responsible for an amicable relationship between the customers and the organization is the Chief Customer Officer (CCO). Organizations know the value of a customer and would do everything in their power to please each one of them. . What is the importance of a Chief Customer Officer?

Chief Customer Officer 52

Chief Customer Officer Metrics How To Net Promoter Score 52

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ChurnZero

DECEMBER 20, 2019

billion people in the world connected to the internet and more than 3.499 billion active social media users. . 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 .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Think Customers

NOVEMBER 4, 2019

Volkswagen Australia Builds Trust with Chief Customer Officer Understanding how the customer thinks and behaves is exactly what Jason Bradshaw, the first chief customer officer at Volkswagen Group Australia , has set out to do. Like other parts of the world, Australia’s auto market has been softening.

Industry 40

Industry Automotive Chief Customer Officer Transportation 40

Gainsight

NOVEMBER 4, 2020

When these situations happen, customer relationships can quickly become a churn hazard. It is mission critical that you, as a Customer Success (CS) leader or Customer Success Manager (CSM), connect with the customer where you comprehend why they purchased your product, what the goals were for its use, and get them to their outcomes.

Tips 52

Tips Management Chief Customer Officer Engagement 52

ChurnZero

DECEMBER 27, 2019

How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer S uccess . It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day .

e-support 64

e-support eBook Chief Customer Officer B2B 64

ChurnZero

JANUARY 4, 2019

“Over the past 5 years, the majority of Customer Success groups worldwide have become directly involved with managing income streams and profitability to some degree for their companies. 13.) “ AI will become more customer facing to improve Customer Success in 2019. Such days are waning.

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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. Jeff Breunsbach.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48