Quadient

JULY 17, 2017

Ultimately your job is to drive change within the company i.e. culture change, customer experience change, and more. Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe.

Chief Customer Officer 52

Chief Customer Officer Insurance Customer Centricity eBook 52

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

CX Journey

JUNE 7, 2017

Without that representative dedicated to shepherding the voice of the customer and the needs of the customer throughout the organization, it's really difficult to transform the organization's culture to one that is customer-obsessed or to redirect the focus onto the customer as opposed to solely on the business of creating shareholder value.

Customer Experience 90

Customer Experience eBook Software Culture 90

CX Journey

JULY 18, 2017

What advice is there for future customer experience executives? Those are just some of the questions addressed in an eBook I wrote - and GMC Software released - about six weeks ago. And during a recent podcast with GMC Software. The response has been overwhelming, and the feedback has been quite generous and thoughtful.

Company 112

Company Customer Experience eBook Software 112

ChurnZero

FEBRUARY 11, 2022

But Michael finds many customer success leaders default to playing defense. “I I talk to customer success leaders and they’ll say things like ‘I have a new chief customer officer or a new CEO and I need to find out what they think about customer success,’” says Michael. That’s the wrong approach.”.

Customer Success 98

Customer Success Chief Customer Officer Conference Customers 98

SurveySensum

MAY 9, 2022

It tells you what is working, what your customers are liking, and what they are happiest about and you can focus on just that! Nicholas Zeisler , CX Strategist and Fractional Chief Customer Officer at Zeisler Consulting shares a similar view. Culturally by celebrating the employees who are doing the right things. .

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

ChurnZero

JANUARY 15, 2021

Customer Success will transcend the bottom of the funnel. We’ll move from simply a “post-sale” job function to a complete corporate culture that aligns our goals to the customer’s desired outcomes. More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . Abby Hammer , Chief Customer Officer , ChurnZero .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

AUGUST 24, 2018

From : Adam Kuznia , Chief Customer Officer. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition. Ultimate Guide to SaaS Customer Success Metrics. Company : DataCamp. Location : New York City.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

ClientSuccess

OCTOBER 17, 2018

3) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. True customer advocacy – giving everything I have to building customer success as a culture. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Ultimate Guide to SaaS Customer Success Metrics.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

ClientSuccess

MAY 15, 2019

What are two or three ways you’ve established (or improved) “customer success as a culture” within your organization? Another initiative we’ve worked on is connecting people directly to customers. Other books: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss.

Customer Success 45

Customer Success Chief Customer Officer Leadership Culture 45

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. This has worked really well for my team and our customers. True customer success takes a village.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Gainsight

DECEMBER 15, 2021

As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . More and more, the efforts of Customer Success Managers change essential, value-driven metrics for the better. That kind of human-first culture is what all organizations should be striving for in 2022 and beyond. .

Customer Success 59

Customer Success ROI Effort Score Metrics 59