Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. Measure Customer Health Along the Journey.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. From the classics like “Why We Buy: The Science of Shopping” by Paco Underhill and “Chief Customer Officer 2.0”

Chief Customer Officer 143

Chief Customer Officer Resources Measurement Strategy 143

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

Chief Customer Officer 85

Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

Chief Customer Officer 91

Chief Customer Officer Customer Centricity Metrics CRM 91

CCO Council

MAY 6, 2014

A common challenge of chief customer officers and other customer executives is the need to prove the ROI of customer centricity. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors.

Customer Centricity 75

Customer Centricity ROI Measurement Chief Customer Officer 75

Customer Bliss

NOVEMBER 28, 2017

In the first 30 days of his role, his responsibility was to build a path to develop internal customer-centric behavior. . Get to the people down in the trenches, the service reps and managers – hear from them, what do they know and see when they interact with customers every day? That to me, is the measure.

Culture 197

Culture Customer Centricity Customer Journeys Company 197

CCO Council

MAY 13, 2014

For many companies the annual value of these computations are significant and become even more so when extrapolated over the average lifetime of a customer. Similarly, the cost of dissatisfied customers can be computed to measure the cost of status quo. What is the cost of each call into the call center?

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

Alida

JULY 6, 2017

Money alone, however, won’t improve the experience customers have with your brand. Operationalizing CX and measuring its impact to the bottom line are important steps to scaling CX programs and accelerating buy-in. An organization should reflect a structure that will successfully support customers through their journey.

Measurement 113

Measurement Chief Customer Officer Customer Centricity Software 113

Zeisler Consulting

AUGUST 11, 2021

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. The advent and popularization of the role of the Chief Customer Officer is a great thing.

Chief Customer Officer 93

Chief Customer Officer Leadership Customer Centricity Culture 93

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. You can put up banners and hand out t-shirts touting the importance of Customer-centricity.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

The company in question didn’t have much experience with a deliberate, dedicated CX function and was interested in investigating what a true Office of the Customer—led by a Chief Customer Officer—would do with itself. You can put up banners and hand out t-shirts touting the importance of Customer-centricity.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

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. Create a customer-centric culture.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Gainsight

OCTOBER 17, 2022

Now that the era of easy money and growth-at-any-cost is over, they are looking to reconnect with the fundamentals of their business models, which in the case of SaaS means ongoing relationships with customers. . You might say it’s time for a customer-centric twist on that classic catchphrase: Keep calm and double down on your customers. .

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

Gainsight

MARCH 15, 2022

“I’d ask what technology and tools would the company look to invest in to assist and measure CS,” said Hao Chen, a Partner Success Manager. The response to this question should help separate the true customer-centric companies from the ones that are not there yet,” said Arjun Devgan, a Global Vice President of Customer Success. “

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

MARCH 28, 2018

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. Having the whole company and different departments understand how customers measure value is important.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one).

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

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! Amanda shares how she was able to operationalize customer obsession priorities with HR and the C-Suite: Hold people accountable for work and projects that they influence.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Thematic

MARCH 27, 2024

Typically, only 15% of their customer base proactively contact them in any given month, with complaints that came through the support centre.  A three-pronged VOC approach gives them a more balanced measure of customer sentiment and pain points. From the outset, they decided to use AI to mine the feedback data for insights.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

ChurnZero

JULY 2, 2020

The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer. Q&A Recap: Speakers: Abby Hammer, Chief Customer Officer, ChurnZero.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

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

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 Chief Customer Officer Consulting Knowledge Base 52

Blake Morgan

JANUARY 23, 2023

Most of the advice I get from the smartest leaders is through podcast interviews, and on my podcast The Modern Customer some of the most customer-centric leaders have shared their insights and proven methods with me. Here are 10 best practices and pieces of advice from customer experience leaders: 1.

Customer Experience 64

Customer Experience Chief Customer Officer Social Media Brands 64

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

Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth. Start Off With A Simple Approach.

Retail 111

Retail Customer Experience Chief Customer Officer How To 111

ijgolding

SEPTEMBER 21, 2015

It is therefore of great value to me and all other Customer Experience Professionals that we are able to continually learn from each other – those who have been plying their trade for many years, as well as those who have only been in the thick of it more recently. GiffGaff.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. Creating Customer Centricity Within the Organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

Customer Bliss

MARCH 22, 2018

In this episode, Claudiu , who has over 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and consulting, shares his strategy for transforming customer experience within an organization. From Chief Information Officer to Chief Customer Officer with Brian Lillie.

Chief Customer Officer 129

Chief Customer Officer Culture Leadership Financial 129

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

CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Customer Success 52

Customer Success Chief Customer Officer How To Customer Relationship Management 52

CX Journey

FEBRUARY 5, 2015

At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity. Customer experience is all too often seen as a discretionary cost and not a revenue driver. Yes, it’s important. But how important?

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Customer Bliss

DECEMBER 12, 2017

Understand the CEO’s priorities and what KPIs he wants the CCO to measure and achieve. She also shares a yearly breakdown of the CX transformation process that she endured: Year 1 in role: Prioritize and establish goals and expectations. Gauge th eir appetite for investment and the timeframe for transformation so you can establish a baseline.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

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