Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! And of course, thank you to the listeners who support this show and tune in to hear all of the wonderful CX insights, lessons, and tactics discussed.

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Customer Experience Chief Customer Officer Management Call Center 129

Gainsight

MARCH 15, 2022

But of course, Nick invited other great CS minds on LinkedIn to add their own questions and observations to the conversation. While not everything is about the bottom line, of course, finding out how much the company is investing in customer success can give you a pretty clear lens on what their commitment is. “

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Customer Success Company Chief Customer Officer How To 59

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

Help Scout

APRIL 29, 2021

Their success metrics should have a clear customer focus, and their leaders should care about customer experience. Elevate your service teams: Include your customer service leadership at the highest levels, perhaps through a Chief Customer Officer-type role.

Culture 139

Culture Customer Service How To Policies 139

Customer Bliss

FEBRUARY 23, 2016

There has been much talk in recent years about a C-Suite role for head of customer experience, or CCO — Chief Customer Officer. Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves.

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Customer Experience Chief Customer Officer How To e-support 100

Customer Bliss

AUGUST 30, 2016

There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. He defines customer success like this: What do customers see as the value that the company provides?

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Customer Success B2B Chief Customer Officer Course 111

Customer Bliss

FEBRUARY 7, 2017

From her LinkedIn: Karen Quintos is Dell’s Chief Customer Officer (CCO), leading a global organization devoted to customer advocacy. It’s not just about specific CX metrics. Since she’s been in the role, for example, she has three key “wins” in her opinion: Metric improvements.

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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.

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Customer Bliss

APRIL 19, 2016

He’s the Chief Customer Officer of ALSAC/St. In addition, Martin and I discussed how he depicts and engages leaders with a simple approach and set of metrics that elevates donors as the asset of their business. Simple metrics around donor/customer as asset: It has to be so simple that it’s not refutable.

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Airlines Chief Customer Officer Hospitality Metrics 120

Customer Bliss

AUGUST 15, 2019

Upon starting his role at Yellowfin, a company that offers business intelligence reporting and analytics software, Lee already had a plan to assess the work that he needed to do. Analyze the product : Lee knew they had a good product, but he also needed a better understanding of customer issues and what could be improved.

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Customer Experience B2B Roadmap Metrics 114

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.

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Chief Customer Officer Handbook Customer Success Knowledge Base 91

Gainsight

JUNE 21, 2022

The Index revealed that 80% of companies track customer satisfaction via NPS surveys. While this is an incredible percentage, what was insightful, if not disappointing, was that only 19% of companies reported measuring NPS once a year, and 20% of companies did not measure NPS at all. .

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

Gainsight

MARCH 9, 2020

How have the metrics evolved over the last few years? Ruben: Early in the advent of this new category and profession, the primary metrics that CS teams were being measured on were Retention (primarily Gross Retention) and NPS. Also, check out this really good guide that goes in to greater detail about metrics.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. The rising prominence of Customer Success is the result of it being the central business driver of growth and profit.

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Customer Success Metrics Customers Trends 97

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. The Customer Success leader perspective: how to encourage the adoption of Customer Success software.

Software 98

Software Customer Success How To CRM 98

CCO Council

SEPTEMBER 23, 2019

This follows the whole lifecycle of a business in each of these countries: Source: World Bank “Doing Business 2019” Report, 16thEdition, The World Bank Group. Link each of the Ease of Doing Business drivers to the operational and financial metrics most essential to your CEO.

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ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. In ChurnZero, a play automates messaging and tasks based on a user or account’s engagement metrics. You might be asking yourself: what is a Play?

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Chief Customer Officer Resources Customer Success Exercises 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

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Metrics How To Effort Score Self Service 98

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc. Training plan.

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Chief Customer Officer Sales Customers Tips 52

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. Give your direct reports time and space to adjust. That’s why despite our knowing better, we don’t always do better.

Software 52

Software Customer Success How To CRM 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

Metrics 52

Metrics How To Effort Score Self Service 52

ChurnZero

JULY 9, 2020

Moderators keep their eyes on the road (and clock) to make sure speakers don’t veer the discussion too far off course, get stuck in a tangent, or miss a main point. Demonstrated ROI – does the customer have proven results? Customer Tenure – have they been a customer for at least nine months to a year?

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Strategy Marketing Case Study Effort Score 64

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

C Space

AUGUST 5, 2019

You’ve taken an ill-defined subject, customer centricity, and put some numbers to it, which CFOs of course like. As I started developing, refining, and validating these models for customer lifetime value (CLV), it works super well! Customer Inside: A Practitioners Guide to Online Communities.

Marketing 61

Marketing Customer Centricity Net Promoter Score Chief Customer Officer 61

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. If Compliance swoop in without notice and surround your desk at 7.45am to check you out and dig deep into your recorded customer calls, that’s their prerogative. But change is a-coming.

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Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. They include customer journey analytics, journey-based KPIs and milestones, journey testing and optimization, and journey orchestration.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Learn from Customer Support.

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Customer Success Strategy Chief Customer Officer NPS 123

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

JANUARY 20, 2020

Every executive reporting to the CEO co-owns CX performance. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” Workflow diamonds (decisions to flow forward or circle back) are filters: they prevent poor outputs from reaching customers.

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Customer Experience Analysis Metrics Customers 120

Gainsight

DECEMBER 15, 2021

Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. But things are starting to change. Benefits to Expect.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ClearAction

JANUARY 20, 2020

Every executive reporting to the CEO co-owns CX performance. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” Workflow diamonds (decisions to flow forward or circle back) are filters: they prevent poor outputs from reaching customers.

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Analysis Metrics Customers Customer Experience Management 90

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Usually, that’s about 8 or 10 metrics at the most. Q&A Recap.

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Metrics ROI Customer Success System 80

Customer Guru

DECEMBER 13, 2017

The natural question to ask as you look at these stats is: Has anything changed in the last 4 years since this report was published? . According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. Source: Oracle Global CX Study, 2013.

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Customer Experience Chief Customer Officer Customer Centricity Infographics 119

SmartKarrot

NOVEMBER 11, 2020

The customer success space primarily strives on building optimal, long-lasting relationships over the course of time. In such a case, it is of high pertinence that they come up with a customer success org structure. It is a given that your customer’s success is your success. Director, Customer Success.

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Customer Success Chief Customer Officer Policies Infographics 12

Answer Dash

APRIL 16, 2019

Typically, half of the C-suite struggles with connecting the dots accurately, with further dilution to less than a third of senior executives’ direct reports and just 16% of customer-facing supervisors and team leaders successfully identifying the relationships between corporate priorities and objectives. Connect with Ms.

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Customer Experience Financial Customer Journeys Handbook 76