CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

BlueOcean

JANUARY 9, 2018

Using superior language processing, voice and text recognition, sentiment analysis, and big data analysis, leveraging AI is essential to delivering a fully integrated customer support experience. Consider that the large majority of customer interactions are currently transactional processes. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

CloudCherry

JULY 31, 2019

Ideally, you’ll have a chief customer officer (CCO) to lead and champion CX at the C-suite level. He or she tracks the data that proves the ROI of CX works. While there’s no magic answer, there are some proven principles to follow. First, there should be a centralized CX function in your organization.

Net Promoter Score 247

Net Promoter Score Chief Customer Officer Metrics ROI 247

SmartKarrot

DECEMBER 3, 2020

One such that we are talking about is the difference between Chief Customer Officer and Head of Customer Success. Both strive to bridge the gap from a company’s point to interact with a customer. Chief Customer Officer is a relatively new term in the CS space, but it is accelerating in its popularity.

Chief Customer Officer 10

Chief Customer Officer Customer Success Metrics Return on Investment 10

ClearAction

MAY 26, 2023

Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. Data mining technologies abound, and this should be your top interest in CX tech investment. Unless this is harvested, your big data is lacking rich, vital insights. Combine various sources of data.

Customer Insights 62

Customer Insights Chief Customer Officer Effort Score Leadership 62

Gainsight

OCTOBER 13, 2022

Chief financial officers should consider moving from an annual budget to monthly forecasting . Chief customer officers should consider ways to efficiently scale. Chief revenue officers should consider reinvesting in account management.

Customer Success 52

Customer Success Chief Customer Officer Effort Score eBook 52

Customer Bliss

NOVEMBER 1, 2018

Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls. Tactic 5: Assess your Employee ROI. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

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

C3Centricity

MAY 11, 2020

In the most customer-centric organisations, this person is a CCO (Chief Customer Officer) or CXO (Chief Experience Officer) who sits on the executive board alongside the CEO, CFO and CMO. According to this article in Forbes, the responsibilities of a CCO are to: Bring The Customer To Life.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

Gainsight

FEBRUARY 9, 2022

ROI demonstrated), and advocacy (e.g., You can roll these up into a customer health score and focus the CSMs on improving client health. ROI demonstrated), and advocacy (e.g., You can roll these all up into a customer health score and focus the CSMs on improving client health. a President or Chief Revenue Officer).

Customer Success 52

Customer Success Chief Customer Officer Report Sales 52

Customer Bliss

MAY 2, 2019

Allovue is a B2B2C SaaS company that builds software solutions to help school districts around the country interact with their financial data more strategically. Once a CSM was in place, she was able to really scale and grow the customer base. Rosalyn talks about the customer delight approach, which people talk about a lot.

Company 149

Company Strategy Chief Customer Officer Financial 149

Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Customer data is the lifeblood of customer success.

Customer Success 97

Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

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. All of this grows Customer Lifetime Value.

Metrics 62

Metrics Effort Score ROI Policies 62

Gainsight

APRIL 21, 2022

Kellie Capote, Chief Customer Officer at Gainsight, weighed in on why companies were relying on the CS team to achieve goals in this area. The likelihood customer success will improve business performance. The future value of a customer success program. Collect data over an initial phase or pilot program.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

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

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

NOVEMBER 15, 2018

For Samantha and her team, the question they had to ask was, how do you maintain relationships with your customers, with 20th-century technology and thinking? 2 – Connect ROI to Growth. They needed to gain a deeper understanding of what the experience was like for customers.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). By the time they did, the data was stale.

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Confirmit

DECEMBER 17, 2018

For many organizations, particularly those for whom product and price differentiation are challenging, Customer Experience (CX) has been touted as the silver bullet that will drive success. CX budgets have grown, Chief Customer Officers been recruited, and a seemingly endless stream of customer surveys deployed.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

Gainsight

APRIL 27, 2020

Given this, CFOs are increasingly being pulled into conversations around customer success with their Chief Customer Officers, VPs of Customer Success, and other executives. We have always had a renewal forecast based upon health data (e.g., What’s our new retention forecast – and scenarios?

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. and Chief Customer Officer 2.0.

Feedback 54

Feedback CEM Chief Customer Officer ROI 54

Gainsight

MARCH 9, 2020

Ashvin: We think of the maturity stages in three steps: Get insight into your customers—Connect your data sources, execute on 3–5 key activities (called Moments of Truth) that have a ton of impact on customer experience, and create a health score that tells you if customers are trending well, flat, or unwell.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? The data turns into dollars.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Companies apply the golden rule of business to customers and employees. . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Customer Bliss

JULY 5, 2016

Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. How important are they really to their customers? Episode Overview. How does the organization perform against those touch points?

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

ECXO

APRIL 13, 2023

Data and personalisation – there are different levels of data maturity across Europe. The most successful businesses tend to make data-driven decisions about how to meet their customers’ needs in a tailored way. Regulatory environment – the country also has strict regulations regarding data privacy.

Culture 52

Culture Customer Experience B2B B2C 52

ChurnZero

FEBRUARY 17, 2022

If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Make sure you practice what you preach. That’s yet another thing off your plate!

Software 98

Software Customer Success How To CRM 98

ChurnZero

AUGUST 21, 2020

So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success. Customer Success Around the Web.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

ChurnZero

OCTOBER 30, 2020

We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. Customer Success Compensation Catches Up to Sales. Customer Success drives a double benefit in the ROI.”.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Gainsight

JUNE 9, 2021

Major Takeaways: As PTC transformed their model to SaaS, they had to balance current and new customers while dealing with disruptive technologies that required varying levels of support. Utilizing data analysis, they can adjust the needs of their customers and the growth engine. The answer? Fine-tuning through efficiency?

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. If you can justify a high ROI of a change, it would be difficult for a product manager to say no.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. Add data, examples, and illustrations. A lot of data can be terrible for the presentation.

Chief Customer Officer 10

Chief Customer Officer Return on Investment Customer Success Meeting 10

CX Journey

NOVEMBER 6, 2014

What This Means for VoC / CX In-house customer experience teams face a similar dilemma when deciding whether or not to hire a vendor or consultant and to what degree. A data analyst? A vendor can also assist with an ROI model that helps justify your CX budget. customer experience voc voice of customer'

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. VP, Returns, Walmart.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies? Prove your point with data.

Customer Service 120

Customer Service How To Case Study NPS 120

ChurnZero

JULY 9, 2020

For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data. After watching the webinar, did the customer’s feature or overall product adoption increase? Demonstrated ROI – does the customer have proven results?

Strategy 64

Strategy Marketing Case Study Effort Score 64