Customer Bliss

AUGUST 23, 2018

He had to think about how his team was currently serving him and what would be beneficial moving forward: Look at your roadmap and see who’s needed to execute what. By looking at the customer roadmap, Anand was able to better determine who could help him deliver on the work that needed to be done. Recruit deliberately.

Transportation 129

Transportation Industry Management Guidelines 129

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. They become active on our own community.

Customer Centricity 98

Customer Centricity Chief Customer Officer Effort Score Sports 98

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. One way or the other, mapping your customer journey means answering the following questions: Who is the customer?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Customer Bliss

NOVEMBER 15, 2018

Samantha says: Customer experience isn’t about just coming up with personas and the needs by persona; I wish I had known that sooner. Doing a user experience audience was really the secret sauce for giving us the roadmap for what we needed to do. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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

Wootric CX Blog

MARCH 15, 2020

For example, if a client calls customer support to request an extended payment plan, empower your support team to deviate from your standard policies and allow it. Jessica Pfeifer, Chief Customer Officer at Wootric, shared this recent story with our team: “I just had a customer reach out about putting their subscription on hold.

Company 125

Company e-support How To Chief Customer Officer 125

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Eptica

MAY 11, 2017

He pointed out that there are now over 5,000 senior managers across the globe with responsibility for customer experience. While these have a variety of titles, from Chief Customer Officer to VP or Head of Customer Experience their role is essentially the same – lead a team that ensures that CX meets and exceeds customer needs.

Customer Experience 51

Customer Experience Self Service Chief Customer Officer Roadmap 51

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Companies were guilty of over surveying their customers.

NPS 52

NPS Effort Score Survey Roadmap 52

Customer Bliss

JULY 26, 2016

Welcome back to The Chief Customer Officer Human Duct Tape Show. In this episode I speak with Renee Cacchillo, who is the Senior Vice President of Customer, Brand and Technology at the Safelite Group. Episode Overview.

Customer Journeys 100

Customer Journeys Customer Experience Chief Customer Officer Culture 100

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 . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

OCTOBER 29, 2021

The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. Thanks to their extensive experience coaching and interacting with customers, CS teams have an exclusive perspective as they are on the frontlines of the customer-company relationship.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Gainsight

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. How humans interact with technology is a fundamental question of our time.

How To 51

How To Chief Customer Officer Software Customer Success 51

Qualtrics

FEBRUARY 6, 2019

Design a data-driven product roadmap. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. There are 14 talks, 2 interactive Q&A sessions, and more than 1,000 attendees.

Conference 33

Conference Management Innovation Roadmap 33

Comm100

SEPTEMBER 22, 2016

Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It by Jeff Toister. In this book, customer service expert Jeff Toister points out the many reasons representatives fail to deliver excellent service, from specific interactions with customers to organization-wide issues.

Customer Service 100

Customer Service Case Study Gamification Culture 100

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Listening, questioning, and sparking dialogue has shifted how I interact with customers. Question 4.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

FEBRUARY 2, 2021

They provide the necessary training to their team of CSMs and CSLs and if needed also organize sales and customer relationship-oriented training from industry veterans. Chief Customer Officer. Chief Customer Officer belongs to the C-suite and hence exercises the most power in any role in a customer success career path.

Customer Success 8

Customer Success Chief Customer Officer Exercises Sales 8

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges. All while being passionate and empathic.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. The decision to judge an entire customer interaction as a failure is based on cast iron, tick box logic. Customer context which is core theology in the world of customer experience has no votes in this world.

Omni-Channel 40

Omni-Channel Insurance Multi-Channel Chief Customer Officer 40

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. They should be helping the CSMs life be easier.

NPS 40

NPS Customer Success Effort Score Sales 40

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Track record of frequent personal interactions with customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Gainsight

MAY 18, 2023

Maksim Ovsyannikov, EVP of Products and Design, Gainsight “The simplest way to think about it is your customer journey or the majority of it is digital,” Ovsyannikov said, “and the digital journey is beautiful.” Generative AI is incredibly powerful and a transformational business tool,” said Rumelhart.

Self Service 52

Self Service Chief Customer Officer Customer Journeys Customer Success 52

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kustomer

AUGUST 19, 2021

Not only does it give up to date scores for how customers view their interactions with the brand, but it also gives current and authentic feedback for new product launches. This is just another way you can be a hero for your customers. I ran the support functions, all of the customer facing functions. I love that.

Culture 98

Culture Chief Customer Officer NPS B2B 98

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing also reveals how to increase consumer involvement and engagement, convey exclusivity and desirability, and prompt customer action and loyalty with scientifically proven principles such as autonomy bias, storytelling, and the Von Restorff effect. Here is the book link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

CustomerSuccessBox

MARCH 3, 2022

Customer Success Books provide insights about what customer success can achieve for your business, as well as best practices for determining what your customers need (versus what they typically “want”) and managing your customer interactions at every stage. Customer rating: 4.6

Customer Success 52

Customer Success Management Handbook Chief Customer Officer 52

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? Another capability is the Roadmap & Strategy function.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40