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

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. This can lead to key metrics getting re-contextualized in terms of marketing, or operations, or sales, or whatever the case may be.

Leadership 100

Leadership Customer Experience Chief Customer Officer Metrics 100

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

NOVEMBER 27, 2019

Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Barriers Must be Broken to Effectively Monetize Customer Success .

e-support 75

e-support Chief Customer Officer Metrics Customer Success 75

Gainsight

DECEMBER 2, 2019

The Right Financial Metric for Customer Success: Gross Retention or Net Retention? “If If you need more revenue, invest in Sales.” Webinars: Customer Retention Strategy Examples. Perfecting the Handoff Between Sales and Customer Success. Handoffs are such a critical part of the customer journey.

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

Customer Bliss

MAY 17, 2016

THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. He is responsible for defining, developing, launching and implementing the entire Audi customer sales and service journey. Mark began on the digital side of Audi of America, working to help dealers use digital tools to more effectively solve customer pain points.

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Dave Jackson.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

CX Journey

FEBRUARY 8, 2017

Yesterday, I had the pleasure of co-keynoting GMC Software's CX Transformation Day virtual event with Scott Draeger of GMC Software. One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days." The first step in any new role is to sit, listen, and learn.

Culture 80

Culture Customer Centricity Government ROI 80

Totango

MARCH 26, 2019

Eugene Trautwein, VP of Customer Support, Commvault. Aron Lanclos, Director of WW Customer Support, Commvault. Peter Storer, Chief Revenue Officer, Avero. Sue Fellows, Chief Customer Officer, Workfront. Brian Merritt, VP Sales and Customer Success, Trustpilot.

Industry 14

Industry Customer Success Innovation Chief Customer Officer 14

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Lincoln Murphy.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Dave Jackson.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? Published on: November 08, 2017. I am going to focus on four of them here.

Customer Centricity 96

Customer Centricity How To Self Service Chief Customer Officer 96

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . As CS, we have a really close relationship with our sales managers.

Customer Success 40

Customer Success How To Chief Customer Officer Sports 40

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. She is now Chief Customer Officer at ClearAction Continuum.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. Do you have a sales deal that stuck that we can introduce you to someone? Is there anything else that we can do to help?

How To 98

How To Customers Communication Customer Success 98

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Kustomer

AUGUST 19, 2021

Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Aligning other departments like engineering, new products, sales, and finance with CX is also a great way to build customer advocacy when presenting to the C-Suite.

Culture 98

Culture Chief Customer Officer NPS B2B 98

Solvvy

JUNE 12, 2018

AI, Bots and Humans – The Future Customer Journey is Here. Chas Bowman , Senior Technical Sales Consultant, Genesys. We all know that technology is changing the customer experience landscape. Grab your seat at this discussion to learn how both will play a role in shaping and understanding the customer journey.

Chief Customer Officer 48

Chief Customer Officer Contact Center Omni-Channel Touchpoint 48

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. You can always rely on me to do that for family events, for work, for college events.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. You can always rely on me to do that for family events, for work, for college events.

Customer Success 52

Customer Success B2B Metrics Sales 52

Oracle

JANUARY 13, 2020

Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. Furner noted higher comp sales and lower turnover costs, which he described as “a bit immeasurable” due to the far-reaching positive effects. The risks appear to be paying off.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

Stella Connect

JUNE 5, 2017

But we’re also looking ahead to the next great industry event: this year’s CCW Conference & Expo , June 26–30 in Las Vegas. The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). President and Chief Executive Officer, Safelite Group. 5 Must-See Sessions. Salesforce.

Call Center 40

Call Center Contact Center Conference CRM 40

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. bctt tweet=” If you’re going to have a successful career as a customer experience professional you need a strategy.”] I wanted to be different.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

CCO Council

OCTOBER 14, 2019

As the seminal article “ Bad is Stronger than Good ” points out, “bad emotions, events and feedback have more impact than good ones. We’ve watched businesses attempt to become customer-centric for the past decade. to learn what they did to shape customer strategy. Is it the sales process?

Effort Score 40

Effort Score Chief Customer Officer Metrics Touchpoint 40