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

Zeisler Consulting

AUGUST 17, 2021

I know some of my fellow CX consultants go so far as to use the ROI of CX as their calling cards…not only engaging in the discussion but also leveraging it as the heart of their pitches to clients. How do you sell CX to leadership? I’ve even written about it myself on several occasions. Of course not.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Zeisler Consulting

DECEMBER 7, 2022

Fast forward now to my life as a Fractional Chief Customer Officer and CX consultant (and constant pest when it comes to preaching about the value of feedback), and it occurs to me: Maybe it’s okay sometimes to ask for a positive review. Everything’s on the up-and-up and nothing really seems forced or phony.

Chief Customer Officer 72

Chief Customer Officer Feedback Consulting Survey 72

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

CSM Magazine

AUGUST 30, 2023

. “We’re thrilled to be Avaya’s SLED Partner of the Year — it’s a testament to our shared vision of ‘innovating without disruption’,” said Evan Jones, Chief Customer Officer of Waterfield Tech. “The State, Local, and Education sectors face unique challenges.

Chief Customer Officer 52

Chief Customer Officer Contact Center Omni-Channel Innovation 52

Customer Bliss

OCTOBER 4, 2018

In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. Both women share how they assessed the work that needed to be done to improve customer and employee relations.

Airlines 176

Airlines Industry Strategy Customer Experience 176

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Customer Success 52

Customer Success How To Chief Customer Officer Consulting 52

ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Customer Success 52

Customer Success Chief Customer Officer Consulting Knowledge Base 52

Zeisler Consulting

SEPTEMBER 27, 2023

We’re inefficient and miss a lot because our processes and systems aren’t up-to-snuff. I’ve had a few clients recently, in fact, who have said, “Y’know, Z, all this CX stuff is great, but really we just need a lot of help with our processes. Can we work on those ?” Well, sure. That’s the whole point!

Chief Customer Officer 72

Chief Customer Officer Customer Centricity Culture Resources 72

Zeisler Consulting

SEPTEMBER 22, 2021

I know when I worked in a CS organization, we felt a responsibility to ensure a closed-loop system of feedback that funneled insights into the product, sales, marketing, and other functions within the company. That only makes sense.

Chief Customer Officer 93

Chief Customer Officer Customers Brands System 93

ChurnZero

JANUARY 13, 2023

AI can also simplify data unification by providing more streamlined, intelligent processing for the people, teams and systems that need accurate insights to build better businesses. Ed Powers , principal consultant, Service Excellence Partners. 2023 will be a big year gaining market traction in new customer intelligence platforms.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

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

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

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? He did this through conducting meetings with employees and via the company’s internal messaging systems.

Transportation 129

Transportation Industry Management Guidelines 129

Wootric CX Blog

DECEMBER 2, 2019

Wootric offers a sweet spot of consultation, unparalleled text and sentiment analytics , and high-response microsurvey feedback collection that leverages our customers’ existing systems such as Salesforce. 1] Walker Consulting, The CEO View of CX. [2] 2] Gartner.com, How to Measure Customer Experience.

Competitive Advantage 69

Competitive Advantage Marketing Chief Customer Officer Voice of Customer 69

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

OCTOBER 21, 2021

This definition means a customer-centered organization should have excellent contact centers, intuitive digital interactions, a brilliant social media presence, and an outstanding customer relationship management (CRM) system. . Few companies have a Chief Customer Officer. There is much more.

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

Horizon CX

DECEMBER 27, 2019

With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Rick Adams.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

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

Gainsight

SEPTEMBER 15, 2022

They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. It also showed that CS is no longer seen with a limited view that merely fights churn. That is an excellent metric to concentrate on.

Chief Customer Officer 52

Chief Customer Officer Metrics Customer Success Roadmap 52

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. Then, I found myself convincing customers to buy more services.

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 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 147

Customer Experience Customer Service Social Media Consulting 147

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

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Wootric CX Blog

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

Company 125

Company e-support How To Chief Customer Officer 125

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Customer Success 67

Customer Success Chief Customer Officer How To Metrics 67

Gainsight

APRIL 14, 2022

But most companies have their CS Ops lead reporting to the CS leadership—Chief Customer Officer, VP of Customer Success—the COO or the CRO. . Create, source, and manage digital-led systems and tools that will scale as your business grows. Offer strategic consulting for CS leadership.

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. To scale, one needs a bigger budget.

Customer Success 56

Customer Success Chief Customer Officer Metrics Effort Score 56

Beyond Philosophy

MAY 12, 2021

For example, one of Verint’s customers is one of the largest hardware computer companies in the world, and they use an online interactive virtual assistant system. The developers designed flexibility into the system so they can adjust what behavioral traits the assistant has. Applying These Insights To Your Experience.

Customer Expectations 88

Customer Expectations Technology Analytics Chief Customer Officer 88

ProProfs Chat

DECEMBER 7, 2018

Keeping this in mind, we reached out to customer service experts online and asked for their opinion on how businesses can improve customer service this holiday season. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. It’s the holidays, so it is a great time to REWARD your customers! Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

Talkdesk

FEBRUARY 5, 2021

Influencers have been able to use products or try clothes on in real time, giving customers chances to ask questions, sign up for one-on-one virtual consultations or even buy as they watch. Influencers and consultants are leveraging video to show how products can work better together, encouraging customers to buy them both.

e-support 87

e-support Retail Contact Center Self Service 87

Gainsight

OCTOBER 1, 2021

Others were consultative, or they advised about technical needs. If the CS team was advanced enough, CS Ops were building out onboarding procedures, enabling support with better motions, and constructing customer-facing teams, such as renewals, while keeping them aligned. In the beginning, CS Ops roles were in flux.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Customer Success 40

Customer Success Chief Customer Officer How To Metrics 40

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Dave Jackson.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23