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 Innovation 131

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. To that end, here are the metrics you can use to get started.

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Customer Bliss

MAY 16, 2017

Milista Anderson is chief customer officer for FIS’s treasury solutions business, leading the organization in its voice of the customer program and customer experience strategy. It began to became a unifying topic as opposed to normal silos like product, deployment, sales, etc. About Milista.

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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

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. They start with the life of the customer and not with the silos. It’s really nothing more than doing simple customer math, but a lot of companies around the world aren’t doing this.

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Metrics Chief Customer Officer Video Customers 195

Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. Metrics: Everyone in business is loving data, analytics, and metrics these days — but it’s really important in newer leadership slots like CCO work. About Darryl.

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Totango

FEBRUARY 23, 2024

Totango’s Chief Marketing Officer (CMO) Karen Budell recently joined an episode of the MarTech podcast to discuss the importance of the partnership between marketing and customer success and explain why Chief Customer Officers (CCOs) should have a seat next to CMOs at the C-suite table.

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Chief Customer Officer Customer Centricity Metrics CRM 91

Customer Bliss

MARCH 12, 2020

Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Bring the CFO, CMO, CEO—all the alphabet people—and do the customer math. Unite Your Team with this Board-Level Metric. Create One Version of the Truth.

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Measurement Chief Customer Officer Metrics Video 289

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 141

Customer Bliss

AUGUST 8, 2017

Allow small teams to work on quick initiatives for “quick wins” The team development would be a challenge because marketing was defined primarily in Standard Life as “advertising” and “product sales support literature.” ” Marketing came under him, so he had to shift that function.

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Customer Bliss

NOVEMBER 1, 2016

Brenda Wensil is the Chief Customer Officer at the Department of Education Federal Student Aid Office. It was interesting to talk with her about establishing roles, defining processes, and setting priorities within the context of serving millions and millions of important customers. Episode Overview. About Brenda.

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Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. In there we get the experiential metric.

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Sales Effort Score Chief Customer Officer NPS 52

Customer Bliss

OCTOBER 11, 2016

This reimagined strategy enables Hilton to form one-to-one relationships with all customers to gain strategic insights and deliver personalized experiences. Mark served as chief of staff and strategist for the global team. Bank on that. What I Know Now That I Wish I Knew Then.

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Gainsight

MARCH 1, 2024

Maranda (VandenBroek) Dziekonski Chief Customer Officer, Swiftly Years in CS: I have been in a customer-facing position for over 20 years now. The value of a strong Customer Success motion is finally understood and viewed as a growth multiplier in an organization.

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Customer Success Chief Customer Officer Customers Metrics 59

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. Customer Success Around the Web.

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Sales Net Promoter Score Culture Chief Customer Officer 98

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The sales team is representing the product as it is today and not as they hope it will be tomorrow. Success means moving the relationship beyond the sale.

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TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Service Contact Center Chief Customer Officer Call Center 251

TechSee

MARCH 7, 2023

Deborah Woods, Contact Center Manager, Costa Express Limited – With a strong track record of exceeding business metrics and a leader who can influence people at all levels and negotiate effectively, Deborah is a professional, goal-oriented people manager. We were excited to see her leading the conversation at MCW23 last week.

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Contact Center Leadership Hospitality Chief Customer Officer 207

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

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Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Customer Bliss

DECEMBER 29, 2015

Demystify the role of the Chief Customer Officer. The role becomes clear as facilitator that unites leaders to make decisions to improve customers’ lives and drive growth. Only after you established a reliable experience and gained the confidence of your customers, can you move to deepen a personal relationship. #1.

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Chief Customer Officer Culture Customer Journeys Leadership 100

Customer Bliss

APRIL 12, 2016

We talked about several key topics, including: The rise of the chief customer officer. Why every company should strive to implement customer-centric leadership. Adopting and holding to customer-centric practices. How to still value customers in times of economic/business downturns.

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Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

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Strategy Customer Experience Chief Customer Officer Call Center 111

Calabrio

JULY 26, 2017

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships?

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Chief Customer Officer Competitive Advantage Leadership Customer Retention 124

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Why does this drive growth?

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Customer Centricity ROI Policies Chief Customer Officer 62

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. Aligning on Metrics. Metrics are everything in business, but is the company measuring the right ones when it comes to CS? “I

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Customer Success Company Chief Customer Officer How To 59

Gainsight

FEBRUARY 11, 2021

Many have observed that NDR is the most important metric in the long-term health of a SaaS company. Software Equity Group wrote an insightful blog post about the correlation between NDR and price to sales multiple. Speaking of dynamics, one challenge around NDR is that every company has a slightly different calculation for the metric.

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Chief Customer Officer Metrics Software Groups 85

Customer Bliss

JANUARY 26, 2016

Delivering a reliable and then innovative customer experience requires adding a customer focus competency to the core competencies of your business (as important as products, finance, marketing or sales). The customer-focused experience needs to be built and honed as a skill. Conclusion.

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Customer Focused Chief Customer Officer How To Metrics 120

ChurnZero

APRIL 27, 2022

Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. . Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Definition.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

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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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. Customer data is the lifeblood of customer success.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

Gainsight

AUGUST 17, 2022

As customers start to make choices about what solutions are right for them, the companies with durable growth strategies will be the ones to endure. Net Revenue Retention is the all-important metric. “ We talked to investors and CEOs who said Gross Retention and Net Revenue Retention are the most important metrics for them this year.

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Chief Customer Officer Roadmap Metrics Strategy 97

Alida

MARCH 10, 2017

The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue. Inability to link CX to business value. Lack of ownership.

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Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

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

Customer Bliss

JUNE 6, 2018

Here are the five competencies that I have successfully worked around the world with organizations to deliver – to develop a business growth strategy – and a customer-driven growth engine: In this Competency, the work is to align leaders to make a defining performance metric – the growth or loss of your customer base.

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Strategy Customer Journeys Chief Customer Officer Leadership 193

Gainsight

SEPTEMBER 15, 2022

They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. For Capote, this indicated a critical point that was synonymous with sales and sales operations or revenue operations. “It

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Chief Customer Officer Metrics Customer Success Roadmap 52

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

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