ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. Customer Success Around the Web.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success B2B Consulting 170

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Customer Bliss

JUNE 18, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. So the goal here is to earn customer trust by trusting them first. Every customer relationship begins because a customer chooses to trust an organization and its people.

Chief Customer Officer 161

Chief Customer Officer Video Course Banking 161

Gainsight

OCTOBER 17, 2022

Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . You might say it’s time for a customer-centric twist on that classic catchphrase: Keep calm and double down on your customers. . How Customer Success Can Help Saas Companies Improve Their NRR.

Chief Customer Officer 59

Chief Customer Officer Customer Centricity eBook Customer Success 59

Customer Bliss

NOVEMBER 8, 2018

Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

TechSee

AUGUST 14, 2023

In addition, Thompson is a popular keynote speaker, blogger, and the author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies. His goal is to harness the collective intelligence of customer-centric thought leaders to help businesses create better customer relationships.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

MARCH 8, 2018

It advertises, but does not build a relationship between companies and their customers. Make it a customer experience—the kind of marketing that builds sales and profitability by being authentic, genuine and in the best interest of customers. Marketing plays a role in customer experience (and vice versa.). .”

Customer Journeys 125

Customer Journeys Marketing Net Promoter Score Chief Customer Officer 125

Customer Bliss

DECEMBER 12, 2017

As the CMO/CCO, Isabella worked with the C-Suite to focus on gathering and leveraging customer data to transform the culture into one that cares more about improving the lives of its customers. With its large customer base, Manulife Hong Kong focused on putting the customer at the center of everything it does.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Customer Bliss

MAY 2, 2019

She learned about the type of customers that were a good fit for Allovue and shared this information with the sales team. After getting comfortable with a process of adding more customers, Rosalyn decided to create a pilot program which would allow customers to test the waters before fully committing.

Company 149

Company Strategy Chief Customer Officer Financial 149

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. Internal Team Performance.

Retail 111

Retail Customer Experience Chief Customer Officer How To 111

ChurnZero

JANUARY 26, 2022

From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. What does the data show about common reasons customers churn? Guided walkthrough product tours.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

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

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Some of the responsibilities the Chief Customer Officer aims to take on are: Engage the organization in managing customer relationships, revenue, and profit.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. This saved customers millions in hours and money.

Metrics 62

Metrics Effort Score ROI Policies 62

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Have you been forced to inherit hand-me-down sales tools that weren’t built with the Customer Success Manager (CSM) in mind? Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-?t

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Beyond Philosophy

OCTOBER 21, 2021

This definition means a customer-centered organization should have excellent contact centers, intuitive digital interactions, a brilliant social media presence, and an outstanding customer relationship management (CRM) system. . Mead says Customer Experience accreditation doesn’t touch these areas.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Customer Guru

AUGUST 8, 2018

He is the co-founder of CX Leaders LLC, a professional services company that aims at helping B2B and B2C organizations around the globe to build more meaningful, long lasting and profitable customer relationships. Flavio Martins is the EVP of Operations and EVP of Customer Support at DigiCert, Inc. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

ChurnZero

JANUARY 26, 2022

From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. What does the data show about common reasons customers churn?

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Kate Leggett. kateleggett.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Oracle

APRIL 19, 2018

Customer Relationship Management Conference (CRMC) 2018. — Sales 3.0 Gartner Sales and Marketing Summit. Sales Management Association’s Sales Force Productivity Conference. — Sales 3.0 — Forrester’s B2B Marketing and Sales 2018. Chief Customer Officer Exchange.

Conference 60

Conference Customer Experience Chief Customer Officer Contact Center 60

Oracle

JULY 16, 2019

Customer Relationship Management Conference (CRMC) 2019. Gartner Sales and Marketing Summit. The Customer Service Summit. Sales Management Association’s Sales Force Productivity Conference. Customer Contact West: A Frost & Sullivan Executive MindXchange. Chief Customer Officer Exchange.

Conference 40

Conference Customer Experience Hotels Chief Customer Officer 40

CCO Council

MAY 20, 2014

Customer monitoring More and more of our customers are on social media and, with the proliferation of social media monitoring tools, we have at our fingertips a very rich and real-time view of customer (or end-user, as it may be for your business) needs, desires, and issues. What are your thoughts?

Social Media 74

Social Media Chief Customer Officer Guidelines Video 74

ChurnZero

AUGUST 21, 2020

Not only with their customers feeling pressure to show ROI and deal with a struggling economy, but also their leaders will depend on them to shore up the health of the company’s financials. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Education Services Group

APRIL 16, 2021

Customer segmentation influences everything from how well you allocate your CS resources to whether or not your customers renew. If your customers are properly categorized, Customer Success costs actually go down and, over time, sales and marketing costs will decrease as well. Engagement Model.

Customer Success 52

Customer Success Chief Customer Officer Metrics Competitive Advantage 52

ChurnZero

MAY 29, 2020

It’s the amount of revenue your business will make from a customer over their average lifetime as a customer. Why it matters: Your ratio of CLTV to customer acquisition cost (CAC) tells you how profitable a customer will be over their lifetime compared against the marketing and sales costs spent to acquire them.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

SurveyGizmo

JULY 19, 2018

In today’s digital landscape, it’s statistics like these and many others correlate long-term success and revenue growth with a company’s overall customer experience (CX).    “In today’s customer experience economy, companies are no longer compared to their direct competitors.

CRM 65

CRM Technology Data Net Promoter Score 65

ChurnZero

AUGUST 11, 2020

I’ve had a few situations where the person was more interested in the sale than truly helping me find the right solution. To increase customer retention in the next wave, train your Customer Success team to listen to what the customer says they need to find the right solution for them. I’m sure you have too.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

Gainsight

NOVEMBER 4, 2020

Suppose your customer, especially your executive stakeholders, don’t see the value your product or service gives them. When these situations happen, customer relationships can quickly become a churn hazard. These account insights can be valuable assets for sales, executives, or anyone else engaging with customer stakeholders.

Tips 52

Tips Management Chief Customer Officer Engagement 52

ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars —team, tools, process, and feedback—to build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

Chief Customer Officer 98

Chief Customer Officer Customer Success Handbook Feedback 98

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. Ben: Previously, our customer teams handled technical support, the renewal process, and the relationship. Developing and improving the customer relationship became my task.

Chief Customer Officer 52

Chief Customer Officer Customer Success Metrics Meeting 52

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

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

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. how to sell your customer success tool to them. Reinvent customer relationships. Customers prefer products that help them meet their goals with honest interaction.

Customer Success 18

Customer Success Software Chief Customer Officer How To 18