Customer Bliss

AUGUST 22, 2018

11 Statements to Assess if Your Company Needs a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. Clear metrics exist for measuring progress that everyone agrees to use. Implementation tip : Start with customer-asset metrics. Yes, there is.

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Chief Customer Officer Company Tips Leadership 107

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Chief Customer Officer Customer Care Metrics Communication 131

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).

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Metrics Effort Score ROI Policies 62

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille.

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Chief Customer Officer How To Return on Investment Leadership 100

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. The role of a customer room: Build empathy and embed it as an ongoing concept, not a one-off.

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Chief Customer Officer Engagement Net Promoter Score Insurance 100

CCO Council

JUNE 24, 2014

Last week, I described recent research conducted by the CCO Council into the impact of the chief customer officer on company financials. Customer Centricity is a two-year investment. Developing and improving customer strategy is a profitable but longer-term investment.

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Chief Customer Officer Customer Centricity Competitive Advantage Policies 85

Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. She is most known for building collaborative partnerships, developing teams and assembling cross functional/cross organizational resources to make organizations effective and improve leader performance.

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Chief Customer Officer Social Media Call Center Leadership 100

ClientSuccess

NOVEMBER 2, 2020

As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. 5 resources to set your CSMs up for success. Customer Success eBooks.

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Resources Customer Success Chief Customer Officer Case Study 70

Think Customers

JUNE 13, 2024

Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. The “Four Gold CX ROI Metrics” webinar was the final episode in the three-part series hosted by ECXO. She’s dissected and painstakingly diagrammed each one. Hunsaker gets it.

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ROI Metrics Chief Customer Officer Return on Investment 52

Customer Bliss

SEPTEMBER 12, 2019

As increased emphasis falls on customer experience to impact loyalty, customer experience executives (CCOs, CXOs) must take a leadership role in driving company culture through actions that improve CX—in order to achieve customer-driven growth. Honor and Manage Customers as Assets of the Business.

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Chief Customer Officer Customer Journeys Leadership Metrics 135

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

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Leadership Customer Experience Customer Centricity How To 259

ClientSuccess

APRIL 11, 2018

From : Adam Kuznia , Chief Customer Officer. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

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Chief Customer Officer eBook Customer Success Software 40

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. The Essential Guide to Customer Churn. Acquiring Customers Isn’t Enough.

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Customer Retention Resources Strategy Chief Customer Officer 52

Gainsight

MARCH 1, 2024

Moving away from product training and the operational role to working with customers on longer-term strategy as you can tap into AI to create support and training resources that can be scalable. On the role of Digital Customer Success (DCS): It’s critical for scaling customer success.

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Customer Success Chief Customer Officer Customers Metrics 59

Gainsight

JUNE 13, 2024

Just think about the steps you’ve taken to get your academy to this point: You identified your customers’ needs: Just like your Product team pinpoints customer pain points and needs to ensure product-market fit, you identified the specific skills and knowledge gaps you needed to fill to ensure your academy is a valuable—and default—resource.

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Social Media Course Case Study Chief Customer Officer 52

Customer Bliss

MARCH 26, 2015

Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. The problem is these disconnected actions don’t amount to anything significant for customers. How about consistent metrics everyone agrees to? I didn’t think so.

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Customer Bliss

FEBRUARY 11, 2016

The Chief Customer Officer role will evolve as you progress through the phases of the Customer Experience Maturity Map. Embedding competencies into the organization will disrupt their deeply rooted silo-based operations, their definitions and metrics for success and organizational habits. Prove it with Actions.

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Chief Customer Officer Leadership Resources Culture 100

Thematic

MARCH 27, 2024

These storms followed hot on the heels of significant resource shortages. It was the perform storm for a customer experience crisis! A Customer Journey Challenge In the aftermath of the storms, there was a massive influx of calls through to the support centre.

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Chief Customer Officer Customer Journeys Analysis Feedback 62

Customer Bliss

DECEMBER 29, 2016

I launched a podcast, The Chief Customer Officer Human Duct Tape Show , in 2016. At the end of all 32, I asked the guest — typically a Chief Customer Officer or someone who owns customer experience at their organization — what I call my “pay it forward” question. “I’m

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Customer Bliss

JANUARY 26, 2016

Defining a clear processes for evaluating and understanding what customers need and value in improved or redesigned experiences. Defining and designing a shared process and metrics to deliver one-company priority experiences. Identifying the few key priority metrics elevated to the C-Suite for regular review. Conclusion.

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Customer Focused Chief Customer Officer How To Metrics 120

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

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Customer Service Chief Customer Officer ROI Social Media 52

Lumoa

JANUARY 19, 2023

Dedicating time and resources to build out their customer experience isn’t just important now – it’s downright paramount for businesses who want to stay ahead of their competitors in our ever-evolving digital age. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

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Customer Experience Net Promoter Score How To Customer Journeys 236

ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure. Anything you do that bothers employees or partners costs you!

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Customer Centricity ROI Policies Chief Customer Officer 62

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset.

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Chief Customer Officer B2B Innovation Feedback 10

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business.

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

West Monroe

NOVEMBER 7, 2021

These trends put added pressure on chief customer officers and the services leaders—including professional services/implementation, managed services, customer support, and customer success—whose functions are responsible for customer experience and ultimately growing net dollar retention (NDR).

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Chief Customer Officer Customer Experience Touchpoint Software 52

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

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Customer Success How To Chief Customer Officer Consulting 52

ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

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Customer Success Chief Customer Officer Consulting Knowledge Base 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’s work was also led by Microsoft CEO Satya Nadella’s mantra of “customer obsession.” Again, thank you for your support of The Chief Customer Officer Human Duct Tape Show.

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Customer Bliss

MARCH 28, 2018

Don’t be afraid if a set of people you’re not designed for doesn’t like your service, and don’t penalize your CX advocates for getting bad scores in whatever metric for those people, because your product and service is not designed for them. Listening to the customer never stops. CX #CustExp Click To Tweet.

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B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. Clear metrics exist for measuring progress which everyone agrees to use. __ YES they do __ NO they do not.

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Tips Chief Customer Officer Effort Score Roadmap 100

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. Make it the first order of business to drive the metrics of customer loyalty and customer profitability. CX Click To Tweet.

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Leadership Engagement Chief Customer Officer Course 111

Gainsight

MARCH 15, 2022

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. Aligning on Metrics. Metrics are everything in business, but is the company measuring the right ones when it comes to CS? “I But does the CS data get the same attention?”.

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Customer Success Company Chief Customer Officer How To 59

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

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Customer Success Chief Customer Officer Leadership Study 52

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Though that’s needed on some level, matching them one-to-one with far fewer resources is quite the difficult task. Tip #8: Report on customer service metrics at company meetings.

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Customer Service Self Service Tips Chief Customer Officer 127