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Three chief customer officer job descriptions we love

ChurnZero

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

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Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot

Customer Bliss

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. We’ll continue to assess what measures are appropriate to support our customer base over the next few months.”

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What Gets Measured Gets Managed: CX Metrics Insights from Petco’s Chief Customer Officer

Blake Morgan

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. The challenge, like many other companies, is knowing which metrics to prioritize and measure. Ruthless prioritization is also crucial to CX measurement.

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Do You Need a Chief Customer Officer?

Customer Bliss

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Throwing head count at the customer challenge is not necessarily the automatic solution.

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Customer Success: A CCO's Journey of Trials, Celebrations, and Everything In Between

Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting

"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small.

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10 mindsets for change from Australia’s chief customer officers and experience leaders

Alida

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). Build customer intimacy. Stop thinking in CSAT as NPS as your key measurement.

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The Ultimate Chief Customer Officer (CCO) Job Description

Gainsight

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Popular customer experience metrics include engagement, Net Promoter Score®, first contact resolution, and retention. They’re measured at customer touch-points, so they’re lagging indicators: you can’t measure them until after the customer experience. What do these metrics have in common? Employee engagement.