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

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

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? 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. It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

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

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

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

Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures.

Chief Customer Officer 120

Chief Customer Officer Culture Competitive Advantage Leadership 120

Gainsight

APRIL 29, 2021

Recently, I did, and inevitably, one topic and the incessant accompanying question arose, which is: How do we measure the ROI of our Customer Success team? The discussion brought up the natural corollary subject that no one ever asks or talks about: How do we measure the ROI of our Sales team? Shock and horror!

Chief Customer Officer 52

Chief Customer Officer ROI Customer Success Sales 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

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

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

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. It can be a definite asset if you have a background in data management systems, data analysis, or a degree in operations management.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

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

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

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. Align specific aspects of the investment to improved outcomes.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

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

ChurnZero

MAY 29, 2020

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.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

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. Jean and Travis have brought together proven strategies from a decade-long effort that help readers measure and increase emotional intelligence. Chief Customer Officer 2.0.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Amity

JUNE 21, 2017

Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer. CSAT is a feeling and attitude, definitely important as part of building strong, lasting relationships with customers, but not useful for having a tangible impact on THE CUSTOMER.

Software 63

Software Measurement Chief Customer Officer Customer Success 63

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. Q: What should be the KPIs for measuring churn? Because you know, different customer segments are going to have different churn rates. Absolutely.

Management 52

Management How To Strategy NPS 52

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

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

ChurnZero

JUNE 17, 2022

At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential. Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. Bree: Definitely.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

SurveySensum

JULY 14, 2020

Shane Goldberg has 20 of experience across customer experience, business improvement, sales operations, and product management. She is now Chief Customer Officer at ClearAction Continuum. Irit (Golan) Eizips – Customer Success Strategist, Chief Customer Officer & CEO at CSM Practice.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

ChurnZero

JUNE 17, 2022

At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential. Striking a happy medium between challenging and realistic starts with you measuring the right things, inferring meaning from their output, and using that insight to inform your strategy. Bree: Definitely.

Metrics 52

Metrics How To Effort Score Self Service 52

Kustomer

SEPTEMBER 3, 2020

It feels like when you talk about this modern journey map, and then really looking at these different touch points, are there some creative measurements that you’re seeing people do along that journey to be able to understand the voice and how customers are reacting at different touch points? It’s about customer loyalty.

Marketing 52

Marketing Customer Journeys Effort Score Metrics 52

Gainsight

JANUARY 28, 2019

I don’t know about you, but I constantly think about measuring my life in “moments.” ” Some of those measurements are profound. How many company kickoffs and all-hands will we be asked to speak at about customer success? Customer success is (partially) about reducing churn. Hundreds so far).

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Dougie Cameron Customer Experience and Contact Centre Consultant.

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

DECEMBER 13, 2019

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. As a new Customer Success leader in your organization, you must figure out how you’ll measure success, keep your team happy and engaged, and secure stakeholder buy-in to champion your strategy in the new year. That would be a disaster.

Customer Success 72

Customer Success Strategy eBook Chief Customer Officer 72

Gainsight

SEPTEMBER 24, 2019

CSM creates new a rule using Sponsor Tracking to track where previous Business Owner lands and notify Sales when that happens. CSM reaffirms ROI and goals with new Business Owner and with customer Executive Sponsor in the next EBR. Get a new lead for your Sales team. Definitely think about sending over a gift-basket.

Tips 12

Tips Chief Customer Officer B2B Meeting 12

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? Strong customer measurements, analytics, and insights are critical.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

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

Comm100

FEBRUARY 20, 2018

Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. As Joe Gagnon, Chief Customer Officer of Aspect Software writes , “There is a predictable and reliable component of Chatbots. The result? Drive Revenue.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

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). What will I do?

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

Customer Success 52

Customer Success B2B Metrics Sales 52