Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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. Assembling an Organization-Wide Team.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Gainsight

JUNE 23, 2022

I missed the 1929 Wall Street crash, but I’ve lived through many of the big ones since then–the dot-com crash, 9/11, the GFC (Global Financial Crisis), and the more recent Covid-19 crash. Varying impact on sales and customer retention from issues in your client base or industry.

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Self Service Financial Chief Customer Officer Sales 52

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer Customer Success Leadership Consulting 53

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers. Retention and More.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Gainsight

APRIL 27, 2020

Over the years, we’ve discussed how CS needs to be intimately-connected to Sales , Product , Marketing , and other functions. We even wrote about how CEOs need to take more ownership of Customer Success. But one voice hasn’t been prominent enough in the Customer Success dialogue – Finance.

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Chief Customer Officer ROI Hospitality Customer Success 59

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business.

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Chief Customer Officer ROI Leadership Airlines 40

ChurnZero

OCTOBER 30, 2020

Customer Success Compensation Catches Up to Sales. For a long time, Customer Success and Sales have been working together but not in equal footing,” says Mehta. “In In the next three to five years, compensation between Customer Success and Sales will become close to equal.”. It’s about onboarding.

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Customer Success Net Promoter Score Effort Score NPS 93

Eptica

MAY 30, 2018

The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. This will rise to 81% in just two years.

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Customer Experience Customer Journeys Chief Customer Officer Effort Score 50

ChurnZero

NOVEMBER 27, 2019

Furthermore, while attaching financial value to your product features isn’t always clear cut (or comfortable) , it’s an important part of the customer dialogue. By fully understanding the metrics that matter most to a customer , you’ll be best positioned to demonstrate the value and ROI of your solution. . .

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e-support Chief Customer Officer Metrics Customer Success 75

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.

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Customer Success Chief Customer Officer Trends Sales 84

SmartKarrot

FEBRUARY 9, 2022

Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The problem for the CCO is to showcase the real value of the customer success as a department and then get the budget approval. You can thus shift to investing instead of spending on customer success.

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Customer Success Chief Customer Officer Financial ROI 10

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. Customers need to be more involved in the company and this is what C-Suite employees are noticing. Top concerns for Chief Customer Officer.

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Customer Success Software Chief Customer Officer How To 18

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

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Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SurveySensum

JULY 14, 2020

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. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

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Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Horizon CX

DECEMBER 27, 2019

The research was conducted between September 24, 2019, and November 25, 2019, and targeted CX Professionals within B2B organizations with titles ranging from Chief Customer Officers and VPs of CX to Directors and Managers of CX. 63% follow-up with dissatisfied customers. 11% are following up with satisfied customers.

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Net Promoter Score NPS B2B Metrics 130

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Presentation of customer survey results to all employees.

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Customer Experience Management Customer Experience Management B2B 48

Lumoa

APRIL 24, 2018

can support achieving business goals (ROI) and grow or communicate the value that is accrued by a brand due to nurturing a relationship (ROR, Return on Relationship). Being social drives engagement; engagement drives loyalty and advocacy; and both correlate directly to increased sales." blog linkedin twitter Why?

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System Effort Score NPS Net Promoter Score 338

Ian Williams

MARCH 19, 2020

Now if you look at customer experience as an alternative business model, then you can start to look at the commercial value you can drive. You’re looking at shortening the sales cycle. We need to listen to our customers”, and you’re diving in, but “don’t listen to your senior stakeholders, they won’t know!”

Leadership 52

Leadership Consulting Financial Video 52