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The Role of a Chief Customer Officer

Totango

The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations.

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Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot

Customer Bliss

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Customer centricity requires that your go-to-market functions work in sync.

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The Ultimate Chief Customer Officer (CCO) Job Description

Gainsight

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

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What is a chief customer officer?

ChurnZero

Does your company have a chief customer officer (CCO)? Would your business benefit from appointing a chief customer officer ? Definition of a chief customer officer. What is a chief customer officer ?

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Customer Success: A CCO's Journey of Trials, Celebrations, and Everything In Between

Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting

"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small. In this session, Jeb Dasteel, the former long-time chief customer officer of Oracle, will candidly discuss his views, successes, and even failures in implementing Customer Success programs in a Fortune 100 organization.

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Brainshark B-B Chief Customer Officer Diane Gordon – CB42

Customer Bliss

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. Brainshark is a sales enablement and product suite company in Massachusetts; their customer experience efforts were profiled in Forbes recently.

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Who is a Chief Customer Officer (CCO)?

CustomerSuccessBox

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal.

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The four CX pillars that every Customer Success leader should know with ChurnZero Chief Customer Officer Abby Hammer

ChurnZero

When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Make renewals a natural progression of the customer relationship. “If

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7 Reasons Why Chief Customer Officers Need To (Eventually) Own Revenue

Gainsight

What’s the ROI of Customer Success?”. If you want to start a fight (or at least a spirited debate) at a Customer Success conference, yell the following question and run out of the room: “Should CSMs own renewals?”. The Customer Experience Will Likely Get Better.

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11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.

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CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

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Meet our new Chief Customer Officer, Walt Weisner

BirdEye

We’re excited to announce that we have a new Chief Customer Officer: Walt Weisner. Walt has spent more than 20 years working to delight customers at Silicon Valley’s most successful companies.

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Why (Nearly) Every SaaS Company Should Have A Chief Customer Officer

Gainsight

Because of this, 100% of SaaS companies are investing in Customer Success. But the reality is that not every CEO is actually doing Customer Success well : One of the biggest questions on the minds of CEOs is “how should I structure Customer Success?”

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11 Statements to Help Assess if Your Company Needs a Chief Customer Officer

Customer Bliss

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. Like many other retailers, Walmart is facing serious competition from Amazon and is aiming to improve its customer experience both online and in-stores. Good customer service and experience can be that key differentiator between a consumer picking one brand over the other.

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From Chief Information Officer to Chief Customer Officer, With Brian Lillie – CB60

Customer Bliss

It’s often from Operations or Marketing, but in the case of Brian Lillie, he went from Chief Information Officer of Equinix , the world’s largest IBX data center and colocation provider, to CCO. Prior to VeriSign, Mr. Lillie was Senior Director of Enterprise Applications at Silicon Graphics (SGI), where he successfully implemented Oracle ERP globally. Over time, his passion for customers was evident, which is the main reason one role evolved into the next.

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Totango Attends Chief Customer Officer Fall 2018 Conference

Totango

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. 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.

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Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

How do you approach customer happiness in your company? Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process 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? But taking customer satisfaction lightly can be dangerous too. CCO stands for Chief Customer Officer.

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Top 4 Metrics Chief Customer Officers (CCOs) Must Know

ChurnZero

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. NRR provides the truest assessment of success with our customers. You want to retain your customers, of course.

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Putting customers at the heart of strategy: Q&A with Vision Critical Chief Customer Officer Kelly Hall 

Alida

The role of chief content officer is becoming increasingly important as organizations seek to unify goals, deliver valued customer experiences and accelerate change. But putting customers at the forefront of strategic decision-making isn’t always easy. Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. We must do the same with our customers.

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10 Questions New Chief Customer Officers Must Ask Themselves

SmartKarrot

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.

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CSM from the Trenches: Mentors – Adam Kuznia, Chief Customer Officer, DataCamp

ClientSuccess

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful. From : Adam Kuznia , Chief Customer Officer.

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The Chief Customer Officer’s Guide to Achieving Team Alignment

SmartKarrot

As a Chief Customer Officer, you need your team to understand your customer success goals and work in alignment with the strategies developed by you. Have individual goals for each customer success professional in place.

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ChurnZero appoints Allison Tiscornia as chief customer officer, promotes Abby Hammer to chief product officer

ChurnZero

C-level appointments will accelerate customer-centric innovation and partnership from the top down as ChurnZero scales. Abby Hammer, a founding member of the company who has served as both ChurnZero’s chief customer officer and head of product since 2015, is promoted to chief product officer.

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How to Become the Chief Customer Officer (CCO)? A Guide for CS Professionals

SmartKarrot

This is the age of the customer where we are living in. While making the purchase decision, customers are now looking for positive experiences over price. . But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

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The Rise of the Chief Customer Officer (CCO) as a Change Agent

SmartKarrot

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset.

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Chief Customer Officer vs. Head of Customer Success: What’s the Difference?

SmartKarrot

What stays common between each member of your customer success company is the need to satisfy a hungry customer. Now many such designations and roles are designed to look after the specific needs of a customer. Roles and Responsibilities of Head of Customer Success.

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The Top 10 Customer Journey Mapping Tools for Chief Customer Officers (CCOs)

SmartKarrot

A customer journey is defined as the entire experience that a consumer has while communicating with your business. Therefore, as our current business landscape continues to evolve, customer journey mapping processes are now more crucial than ever before.

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Chief Customer Officer: A Direct Competition to Chief Marketing Officer or a Resourceful Ally

SmartKarrot

This is undoubtedly the age of the customer. Being customer-driven and data-driven is important. A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company.

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The Chief Customer Officer’s Guide to Creating a Culture of Customer Delight

SmartKarrot

To grow a business in today’s times, it is essential to retain customers and create a positive word-of-mouth reputation in the market. In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? reward customers for loyalty.

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Chief Customer Officer: Roles and Responsibilities of the Modern CCO

SmartKarrot

When it comes to customer success, there are various roles in an organization. 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.

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Years One Through Four: How to Advance and Elevate the CCO Role

Customer Bliss

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. Successful CCOs Deliberately Build a Plan of Action.

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Make Customer Delight About Delivering Value with Jon Herstein of Box

Customer Bliss

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. Jon goes on further to say that delighting the customer is insufficient if they’re not receiving value from their investment in your product or service. Delivering value is ultimately the key point of B2B customer success and delight.

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How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?

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Need to Do More With Less? Try Digital Customer Success

Gainsight

In a rollercoaster global economy, you need to do everything in your power to take care of all of your customers. But when you’ve got customers across a wide variety of segments and geos, where do you start? You probably won’t be surprised at our answer: digital customer success (DCS).

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Podcast: Data-Driven Customer Success Teams

inSided

In Episode 13 of The inSide Scoop on Customer Success , we tackle a very important topic: Data-Driven Customer Teams. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Pat Phelan , Chief Customer Officer at GoCardless.

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Enterprise CS 101: Establishing Customer Success Quickly

Gainsight

The power dynamic has flipped from vendors to customers. Customers have more control than ever before, and companies that don’t build their offerings with the customer at the center will be left behind, sooner rather than later. . In customer success, content is core.

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Customer Success Team Structure: Four Best Practices

Totango

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Is Customer Success?

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Why Customer Success is not Customer Experience

CloudCherry

Who owns the customer experience in your organization? When it comes to putting customer experience management into action, it’s critical to know who owns the moving pieces. Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team.

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12 Customer Success predictions and trends for 2023

ChurnZero

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. What other changes are coming down the pike for Customer Success? Kristen Hayer , founder & CEO, The Success League.

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Tips for Navigating Your Customer Success Career Path

Totango

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.