ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Calabrio

JUNE 1, 2017

Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar. Today, we released the findings of that survey in our report , and the results showed that while the customer is king, many companies aren’t doing anything about it.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162

Gainsight

FEBRUARY 9, 2022

Inevitably, CEOs and leaders have the following common questions around how a Customer Success Organization should look: What should my Customer Success strategy be? Who should Customer Success report to? What should I look for in the Customer Success leader? What is the profile of the individual CSM?

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

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. More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. Do they know?

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER! Over one-in-five saw their budget actually decrease year over year.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Calabrio

JUNE 1, 2017

Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar. Today, we released the findings of that survey in our report , and the results showed that while the customer is king, many companies aren’t doing anything about it.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Calabrio

JUNE 1, 2017

Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar. Today, we released the findings of that survey in our report , and the results showed that while the customer is king, many companies aren’t doing anything about it.

Brands 100

Brands Customer Experience Chief Customer Officer Contact Center 100

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! That understanding offers companies the opportunity to expand the concept of customer-centricity and takes it into the realm of work, details, effort, emotion, and measurement.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

Wootric CX Blog

DECEMBER 2, 2019

SAN FRANCISCO–December 3, 2019 — Wootric , the leading customer experience management software for the CX champion, announced that it has been named a Notable Vendor in the Gartner “Market Guide for Voice-of-the-Customer Applications” report. 1] Walker Consulting, The CEO View of CX. [2]

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

Customer Bliss

JANUARY 17, 2019

Through providing this type of service with prepaid cards, Netspend helps serve the underserved – and this aspect alone means the company has to place heavy importance on customer experience. Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts.

Connections 190

Connections Company How To Chief Customer Officer 190

ChurnZero

AUGUST 25, 2020

Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . . Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

Chief Customer Officer 69

Chief Customer Officer e-support Conference B2B 69

Wootric CX Blog

JULY 1, 2020

Wootric’s analytics platform, powered by machine learning in real-time, makes it easy to report on satisfaction by agent, for example, and to identify themes in qualitative feedback that customers share about their experience. . ” Example CSAT reporting dashboard in the Wootric analytics platform.

Net Promoter Score 52

Net Promoter Score Chief Customer Officer Effort Score Touchpoint 52

Gainsight

APRIL 21, 2022

Over the past several years, Gainsight has turned to the field of information and statistical reporting to aid in traversing change and building out new paths. One of the leaders in research, advisory, and consulting is Forrester. Customer success! Their unique insights ??stem The best means to prevent churn? Retention and More.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Answer Dash

SEPTEMBER 14, 2019

I strongly encourage you to download this report for further insights that you can use to your advantage while thinking through your company’s journey map and experience. Invest in your CX, and your business will be rewarded with customer accolades and loyalty!

Chief Customer Officer 52

Chief Customer Officer Customer Experience Customer Journeys Case Study 52

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA). Kerry Bodine.

Customer Journeys 83

Customer Journeys Technology Chief Customer Officer Video 83

Zeisler Consulting

MARCH 30, 2021

Alternatively, if all you’re doing within your CX program is collecting survey data and reporting it out (hardly even a shadow of an actual CX effort, but I know this is out there too), it really doesn’t matter where it’s located. They may tap you to be that company-wide Chief Customer Officer.

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

Beyond Philosophy

OCTOBER 21, 2021

Also, executive boards Mead works with have no idea of the reality of their customer journey. For example, they hear that the Net Promoter Score ® (NPS) is up to four points from last year, as reported by the chief marketing officer, so they think everything in the experience is fine, improving even.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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

ClientSuccess

AUGUST 18, 2018

ClientSuccess hosted Jamey Jeff, Managing Director of Customer Success Solutions of Coastal Cloud , for this month’s customer success webinar series: 5 Standout Strategies of Top Performing Customer Success Teams. These 5 standout strategies are backed by data and research found in the 2018 Customer Success Industry Report.

Customer Success 40

Customer Success Chief Customer Officer Strategy Case Study 40

Customer Bliss

AUGUST 23, 2018

By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Anand now has 5 direct reports rather than his initial two. There’s now a customer focus group at C2C made up of senior leaders to help drive the future direction of the strategy.

Transportation 129

Transportation Industry Management Guidelines 129

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. This blog is a summary of those findings.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Gainsight

MARCH 10, 2022

Dana Soza, CEO, and founder of Customer Everything Solutions, is a consultant and coach in the business of helping companies and individuals begin the CS journey. She joined Adam in the Building Your Customer Success Career episode. In the past, customer success reported into Sales, Marketing, and Operations.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Gainsight

APRIL 14, 2022

At Gainsight, our research shows that the median investment in CS Ops reported by companies is 3% of the CS budget; if you’re just getting started, you’ll likely be spending more. . Where Does CS Ops Report To? One question we get asked a lot: Where should CS Ops report? Oversee all data science and reporting.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

Education Services Group

APRIL 16, 2021

What is the ESG Customer Success Maturity Model? Fewer organizational layers between your CS leader and top brass mean more efficient delivery of CS to your customers. I’m sure it comes as no surprise to anyone that formulating Customer Success-based metrics is a critical component of effective CS. It’s not just me, right?

Customer Success 52

Customer Success Chief Customer Officer Metrics Competitive Advantage 52

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

AUGUST 10, 2018

Customer rooms allow employees to get a better understanding of who the customer is and what their journey is like. Having an in-house customer room can help get you out of the fray of the silo-by-silo projects and report-outs, and they unite leaders for regular and customer experience accountability.

Employee Engagement 111

Employee Engagement Company Chief Customer Officer Engagement 111

Customer Bliss

AUGUST 31, 2018

Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts. Spend quality time with direct reports and peers. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Journeys 120

Customer Journeys Chief Customer Officer Leadership Meeting 120

CustomerSuccessBox

FEBRUARY 27, 2019

For Small Companies: In small companies or in companies where the customer success division is in the early stages, a customer success leader should directly report to the CEO or COO. Should Customer Success report to Sales? Some early stage companies put the customer success department under sales.

Customer Success 65

Customer Success Chief Customer Officer Sales Leadership 65

Gainsight

JUNE 8, 2022

After all, not all companies have reached a post-unicorn status and may lack the budget for a dedicated customer success enablement team. Some questions that should be top of mind for a customer-centric company include: . Who owns the customer onboarding? . Who delivers customer training? . C = Consulted: .

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 100

Customer Experience Chief Customer Officer Leadership Culture 100

Customer Bliss

AUGUST 31, 2018

Gaming is a huge industry with a lot of devoted customers, which is why it was so interesting to speak with John Pompei , Head of Player Experience Operations Worldwide for Electronic Arts. Spend quality time with direct reports and peers. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Customer Journeys 100

Customer Journeys Chief Customer Officer Leadership Meeting 100

Customer Bliss

NOVEMBER 21, 2017

There were conversations with the CMO and COO about having a dedicated team and t he COO was behind the initiative as most of the major business arms reported into him. In these meetings, they discussed friction points that customers were having – so they could address how each department affected that portion of the journey.

User Experience 0

User Experience Customer Journeys Customer Experience Chief Customer Officer 0

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Is it basic measurement and reporting? Do you see any use of customer journey analytics or even an instance of artificial intelligence being used? Annette: It’s a mixed bag.

Customer Journeys 40

Customer Journeys Customer Experience Chief Customer Officer First Call Resolution 40

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Tip #8: Report on customer service metrics at company meetings.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customers don’t value your word, which as consultants, is how you effect change to drive success.

Conference 98

Conference Chief Customer Officer Customer Success Software 98