Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. These stories come from CCOs who have faced numerous challenges, yet persevered in pushing their metaphorical “rock up the hill” by uniting their leadership teams, working through challenges, and ultimately achieving success in doing so.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer NPS Guest Experience 203

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. Whether you’ve been doing this work for years or are just starting, listening and gaining feedback has to be an ongoing part of the process. Leading Customer Success in a B2B Business with Jose Vergara.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. The role of the Chief Customer Officer is not to build and ‘pitch’ to the leadership team what these metrics are. Competency 2: Align Around Experience.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

Customer Bliss

MAY 2, 2019

It takes skill to synthesize the knowledge you’ve gained and then disseminate in a way that will help leaders make financial, cultural, and leadership decisions. By tracking movements of the mouse on the screen, the Allovue team saw where customers lingered, hesitated, and ended up clicking. ” About Rosalyn Curato.

Company 149

Company Strategy Chief Customer Officer Financial 149

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

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

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. That couldn’t happen without impeccable leadership. A female Chief Customer Officer ascended into the CEO position. Roger has extensive experience in the leadership of global companies.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation. 2.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. You need to understand what is going on in your customer base according to past predictors and current trends. Feedback is a form of communication.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

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. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. They were missing the ability to gather the ultimate feedback on customer relationships.

NPS 52

NPS Effort Score Survey Roadmap 52

Amity

MAY 22, 2016

Without executive buy-in, it is difficult to shape the corporate mindset around the importance of the customer and his or her experience. A number of CEOs have walked in the shoes of their customers. Since customer success will touch multiple departments, getting input and buy-in from each team is an absolute must.

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer Metrics 57

ClientSuccess

OCTOBER 17, 2018

I do this in part by bringing back the often difficult-to-hear stories from customers about what isn’t working for them in the hopes that advocating on their behalf translates into success for both them and for us as a company. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Amity

JULY 28, 2014

Without executive buy-in, it is difficult to shape the corporate mind-set around the importance of the customer and his or her experience. A number of CEOs have walked in the shoes of their customers. Since customer success will touch multiple departments, getting input and buy-in from each team is an absolute must.

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. She led CX company-wide for 11 years at Applied Materials. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Comm100

APRIL 26, 2020

You mention that a lot of data that comes into organizations on a daily basis gets disregarded because it comes into the company in the form of unstructured organic feedback. Can you begin by telling us a little bit more about what unstructured feedback is and why companies have a hard time dealing with this type of data?

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

Lumoa

APRIL 24, 2018

Companies need to employ multiple sources of information to tell the story of customers lives. The maturity of the organizations ability to use this rich information and leadership greatly determine the outcome of this or any listening system truly driving culture change that leads to improved customer and employee experiences."

System 338

System Effort Score NPS Net Promoter Score 338

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. Go talk to the customers! FULL TRANSCRIPT OF VIDEO DISCUSSION. So, we’re on the same page.

Leadership 52

Leadership Consulting Financial Video 52

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Workflow changes provide enduring improvements your whole customer base rewards.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Every senior leadership team member co-owns CX management. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Workflow changes provide enduring improvements your whole customer base rewards.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ChurnZero

JUNE 17, 2022

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. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now. It is all automated.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

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. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now. It is all automated.

Metrics 52

Metrics How To Effort Score Self Service 52

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. And also, you know, let the organisation know what the CX stream is about, what is it? Merete: Yeah.

Customer Centricity 208

Customer Centricity Customer Experience Hotels Customer Journeys 208