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

Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. However, the acceptance of customer experience as a differentiator to grow your business is new to most companies. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 141

Chief Customer Officer Customer Experience Social Media Return on Investment 141

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. You need to know where you’d initiate this trigger in the customer journey. In the best companies, the customers do the marketing.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

Chief Customer Officer 100

Chief Customer Officer Company Customer Experience Customer Centricity 100

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. Build a profitable customer experience.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Case Study 98

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journeys Leadership 100

Alida

MAY 10, 2016

This appreciation for delivering a comprehensive one-company experience brings with it a new appreciation for the need for a Chief Customer Officer to unite the organization in understanding and developing the competencies to work in this manner. How to Build Your Customer Driven Growth Engine.

Chief Customer Officer 100

Chief Customer Officer Strategy Company Customer Experience 100

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. more revenues from installed customer base than those who don’t. Customer Success Around the Web.

Sales 59

Sales How To Net Promoter Score Chief Customer Officer 59

Thematic

MARCH 27, 2024

Navigating Voice of the Customer data Watercare have long recognized the importance of capturing and analyzing customer feedback through a Voice of the Customer (VOC) program. Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Alida

JULY 6, 2017

During our chat, Puhm talked about the role of customer experience, the steps to developing profitable business models, and the impact of customer intelligence on the overall customer journey. . What does success look like in CX and how is it measured? Companies that do not understand their customers will not survive.

Measurement 113

Measurement Chief Customer Officer Customer Centricity Software 113

Gainsight

MAY 3, 2023

” Melissa Allen, Senior Manager, Customer Success Operations, Okta Melissa Allen won the 2022 Gainsight GameChanger Challenger Award for her trailblazing work building Okta’s CS Ops function. Imagine how much time that frees up for higher-value activities. Ready to learn exactly how to go from zero to hero with DCS?

Chief Customer Officer 52

Chief Customer Officer Self Service Conference Customer Success 52

Gainsight

OCTOBER 17, 2022

You might say it’s time for a customer-centric twist on that classic catchphrase: Keep calm and double down on your customers. . At Gainsight, we believe that truly durable growth is built on strong customer relationships. That’s why customer success and product experience become core competencies during a downturn. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

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 Customer Success Handbook Knowledge Base 91

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Today we are talking about your business and how to achieve success with your existing customers. Take it to the next level!

How To 98

How To Customers Communication Customer Success 98

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

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. In today’s episode, Rosalyn shares how her background in finance and education consulting contributes to success in her CCO role. Train Your Customers on How to Effectively Use Your Product.

Company 149

Company Strategy Chief Customer Officer Financial 149

Oracle

JANUARY 29, 2021

How to stay relevant in customers’ lives during COVID. She noted, “So much in our arsenal of tools is about validating, like those surveys that ask, ‘how are we doing?' It was about how quickly it came, the note that was in your box. Do you keep higher quality customers than you lost?

How To 64

How To Customer Journeys Chief Customer Officer Study 64

Kayako

DECEMBER 3, 2015

Or, you could take onboard these suggestions that will not only help you pitch and sell better customer service to your business, but will impress your management and show that you’re in control, persuasive and confident too. Think about how you can help them progress, but don’t be too direct in your approach.

Customer Service 120

Customer Service How To Case Study NPS 120

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. It’s just we want them working on the things that are truly valuable.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. Talk to your Finance and Leadership team about what allowances your company can handle and for how long. 2.

Customer Retention 72

Customer Retention Chief Customer Officer Case Study Customer Success 72

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. Learn and prove before expanding.

Chief Customer Officer 100

Chief Customer Officer Leadership Metrics Call Center 100

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates.

Customer Success 65

Customer Success How To Chief Customer Officer Metrics 65

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

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Francis had to think about how to improve the experience for customers based on his experience.

Customer relationships 111

Customer relationships Banking Chief Customer Officer Leadership 111

Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. That couldn’t happen without impeccable leadership. And that is something worth celebrating! Do you know what else is worth celebrating?

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. One key to keeping customers is keeping them engaged.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Totango

JANUARY 21, 2020

Vice President of Customer Success /. Head of Customer Success. Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

Gainsight

DECEMBER 2, 2019

When a customer leaves, it’s known as churn. A successful customer retention strategy will build symbiotic business relationships, drive brand equity, and encourage customer loyalty amongst your customer base. Benefits of a Customer Retention Strategy. The Essential Guide to Customer Churn.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Wootric CX Blog

JULY 15, 2020

Extra questions should be used judiciously,” counters Jessica Pfeifer, Chief Customer Officer at Wootric. Admins specifically have trouble understanding how to set user permissions, and they’d rather avoid going through training to learn something so small. How to ask it. Support Team. Business question.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Customer Bliss

MARCH 8, 2018

In all of these roles, she thought about how to put the customer first. With a larger role that impacted more departments and people, she had to assess what work needed to be done in order to make the customer experience more seamless. . Looked at how to bring sales and customer service together.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ChurnZero

FEBRUARY 23, 2023

For example, reach and acquisition are arguably more important to an early-stage company seeking to land its first customer. However, as the customer base grows, retention and loyalty become equally, if not more, important. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

For example, reach and acquisition are arguably more important to an early-stage company seeking to land its first customer. However, as the customer base grows, retention and loyalty become equally, if not more, important. Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Knowledge Base Sales Customers 52

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. How to Calculate 6 Key Customer Success Metrics. This blog post covers the six metrics every Customer Success professional needs to know.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71