ClearAction

MARCH 22, 2024

Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. While these popular definitions are important, they’re vastly incomplete. ” Influencing Companywide model for CX is a Team Sport: — Identify the top 2-4 themes : what are core-growth customers pursuing through your brand? .”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

Gainsight

MARCH 15, 2022

One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS. Lately it feels like companies say they care about Customer Success, but when they have to put up resources to back it, they don’t commit,” he said. How does the sales comp plan align to CS?

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Culture 139

Culture Customer Service How To Policies 139

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

TechSee

AUGUST 14, 2023

Follow on LinkedIn Charlie Mitchell, Senior Editor at CX Today Charlie is an award-winning magazine editor, with vast experience in writing about technology, customer service, and much more. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. Transforming Customer Experience Can Be An Emotional Process.

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

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! While working at the call center, she got a taste of the thrill that comes with being able to successfully support and delight customers. The “Make Mom Proud” Standard for How to Treat Your Customers. “.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Beyond Philosophy

OCTOBER 21, 2021

Mead begins his position by defining Customer Experience. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

CustomerSuccessBox

JUNE 7, 2022

They just don’t feel, you know, maybe their expectations weren’t met between the sales process and then the reality of being a customer. Because you know, different customer segments are going to have different churn rates. My recommendation is again the strategy is if we want to reduce churn, how do we do it?

Management 52

Management How To Strategy NPS 52

Gainsight

JANUARY 17, 2023

they’re definitely behind the curve,” says Mehta. Most companies today are focused very much on the how—how to scale, operationalize, measure—of customer success because they know that to get the efficient and durable growth they crave, it takes a digital CS solution.”. The point is to start.

Customer Success 52

Customer Success Chief Customer Officer Case Study Customers 52

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. Today we are talking about your business and how to achieve success with your existing customers. I like to get things right.

How To 98

How To Customers Communication Customer Success 98

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care. Sales Enablement.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Absolutely.

Management 52

Management How To Effort Score Customer Success 52

Customer Bliss

DECEMBER 14, 2018

This is such a multi-faceted interview because CX for Microsoft involves numerous partners and employees that span the world, so not only do we discuss CX at a local level, but we talk about how to make an impact with teams that operate in different cultures and speak different languages. Implementing CX Beyond the Local Level .

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Oracle

OCTOBER 22, 2018

The sales experience of insurance can be approached similarly down two convergent paths. One path delivers an efficient sale; the other engages and delivers a memorable experience embedded with empathy and care, initiating momentum for future purchases where relevant and word-of-mouth, organic growth.

Insurance 95

Insurance Chief Customer Officer Customer Experience Meeting 95

Kitewheel

JANUARY 7, 2020

The head of each customer-facing department often owns a piece of the experience. The head of marketing may be responsible for how customers interact with content online or in digital ads, while the sales leader may ensure salespeople are adequately coached in a customer-focused sales approach.

Customer Experience 52

Customer Experience Chief Customer Officer Customer Journeys Customers 52

Gainsight

OCTOBER 22, 2018

I’ve come to respect Mickey deeply as a thought leader, and his vision for how to help his customers is very aligned with ours. In this post I’ll share the “why” behind this acquisition, which gets to the root of Customer Success philosophy. It wasn’t the Customer Success team’s fault, either. How to Scale—Together.

How To 51

How To Chief Customer Officer Software Customer Success 51

Gainsight

JUNE 7, 2022

Go Outside Traditional Account Management to Serve Customers Best. Generating the sales pipeline, nurturing relationships, selling additional module add-ons, and handling renewals as a trusted advisor are multiple jobs. We talked about orienting CS around the customer journey, rather than around functions. . “Our

Chief Customer Officer 52

Chief Customer Officer Customer Success Sales Omni-Channel 52

Customer Bliss

MARCH 8, 2018

In all of these roles, she thought about how to put the customer first. With a larger role that impacted more departments and people, she had to assess what work needed to be done in order to make the customer experience more seamless. . Looked at how to bring sales and customer service together.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Gainsight

FEBRUARY 5, 2019

You still must answer: Who should own the renewal number, Sales or Post-Sales? This is obviously a hotly debated topic across companies, so I’ll share my framework for how to think about where renewals and expansion can fit in your organizational structure. Should the CSM execute on the commercial/renewal paperwork?

Chief Customer Officer 53

Chief Customer Officer Industry Resources Software 53

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

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. New Releases: Aligning Sales and CS. That’s the perfect recipe for success!

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

BlueOcean

MARCH 8, 2016

We’ve heard the story from one of our clients, a chief customer officer who told his CEO that he’d decided to outsource their customer service and was met with “Over my dead body.” Let’s preface the rest of this post by saying: clear definition of success metrics is critical to your outsourced program.

Contact Center 159

Contact Center Chief Customer Officer Training Measurement 159

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I have seen CX teams stem from Sales because the Head of Sales realizes that retention is just as important as—if not more than—acquisition. Annette: It’s a mixed bag.

Customer Journeys 40

Customer Journeys Customer Experience Chief Customer Officer First Call Resolution 40

Customer Guru

DECEMBER 13, 2017

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. 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 .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

MAY 29, 2020

To avoid these perilous potholes and hone your focus, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why. Definition: Net Revenue Retention (NRR) calculates total revenue (including expansion) minus revenue churn (contract expirations, cancelations, or downgrades). Net Promoter Score®.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. If you’ve ever worked in sales, you may be familiar with the idea of a ride-along.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ProProfs Chat

JUNE 30, 2020

Navigate when office politics is on the rise. But it definitely gives a great insight into how leaders can bring a lot on the table easily. Start With Why: How Great Leaders Inspire Everyone to Take Action. “Read worthy strategies for improving emotional intelligence skills make this our how-to book of the week.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Kustomer

AUGUST 19, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out. Shame on us.

Culture 98

Culture Chief Customer Officer NPS B2B 98

SurveySensum

JULY 14, 2020

Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

NOVEMBER 1, 2019

Abby fears a disengaged customer because she knows the great things that can be accomplished when a customer puts in the work (please please!). When a disengaged customer won’t talk to her she likes to…wait, are you still there? Abby Hammer, Chief Customer Officer. How very lucky for him! ??.

Chief Customer Officer 40

Chief Customer Officer Customer Success Strategy Resources 40

SmartKarrot

OCTOBER 29, 2021

Definition of C-Suite. The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The role of a Chief Customer Officer is to ensure that the number of subscribers is maintained over some time.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Bree: Definitely.

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Metrics How To Effort Score Self Service 98