Customer Bliss

SEPTEMBER 26, 2017

From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. Assisting organizations and professionals not only to learn but execute business strategies that will refocus company efforts to Customer Success. sales) and stakeholders (i.e.

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Gainsight

NOVEMBER 3, 2021

But the logical next step is when CEOs ask me, “should I have a Chief Customer Officer?”. And here’s why: Customer Success Is a Company-Wide Strategy, Not Just a Function. The first mistake in Customer Success is not investing in a team. Sales are critical, so you have a Chief Sales or Revenue Officer.

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Gainsight

APRIL 14, 2022

In fact, even if you keep your sales, marketing, and product efforts static, you’d see improvements to your NRR if you invest in customer success. Here are five important recommendations that Chief Customer Officers should focus on to drive net revenue retention: 1.

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Chief Customer Officer Effort Score Customer Success Analytics 59

Customer Bliss

APRIL 18, 2017

Anne Herman is the Chief Customer Officer for MSA – The Safety Company, the world’s largest manufacturer and distributor of safety equipment. Anne is the third Chief Customer Officer for MSA. Episode Overview. She is an emerging breed of CCO doing double-duty as both transformist and operator.

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Chief Customer Officer Customer Journeys B2B B2C 118

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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Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. Totango developed Zoe with that objective in mind.

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C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet.

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Customer Bliss

AUGUST 23, 2016

Mr. Speach serves as Chief Customer Officer, leading strategy for the Greystone customer experience effort across all business lines. “Be Switzerland:” You can’t be aligned with any one silo, because CX work touches sales, operations, HR/change, finance, marketing, etc. About Darryl.

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Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

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Customer Bliss

SEPTEMBER 19, 2017

Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. In this role, she was responsible for defining both the company’s national sales growth and vertical-specific product development. Losing customers in a period of growth.

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Customer Bliss

AUGUST 8, 2017

.” A simple way to think about this is: Growth is often viewed at “top of bucket” — customers streaming in, etc. But you’re often losing similar money at the bottom of the bucket — retained customers departing. Now you have a revenue tie between customer experience and the bottom line.

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Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. And that means building a one-company approach to business strategies. Develop your customer experience strategy.

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InMoment XI

FEBRUARY 1, 2023

While many companies have added a seat at the table for a Chief Customer Officer (CCO) or Chief Experience Officer (CXO) in recent years, we still see most CX functions report to either marketing (the CMO) or operations (the COO).

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Customer Bliss

OCTOBER 11, 2016

Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. He is responsible for inspiring customers across the world to explore, experience and fall in love with Hilton’s hotels and brands. Mark oversees Hilton’s global partnership strategy. Mark was a great guest in that regard.

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Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

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Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

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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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TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Jeanne Bliss, Founder and CEO at Customer Bliss.

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CSM Practice

AUGUST 3, 2020

That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. Maor discussed the land and expand strategy as a supporting strategy to this topic. WHAT LAND AND EXPAND STRATEGY IS. Duration of Sales Cycle.

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Alida

MAY 10, 2016

Note: The following guest blog post from CX expert Jeanne Bliss first appeared as a preface in The Enterprise Guide to Customer Experience , an ebook authored by Tyler Douglas, chief sales and marketing officer at Vision Critical. Customer Experience is not a new idea. I wish you well in your journey.

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ECXO

APRIL 28, 2021

You are invited to our second event with the fantastic Tabitha Dunn , the Chief Customer Officer, Head of Customer Experience and Global Sales Excellence at Ericsson. Tabitha Dunn currently serves as chief customer officer, head of Customer Experience and Global Sales Excellence at Ericsson.

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Chief Customer Officer Roadmap Healthcare Customer Experience Professionals 98

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. Aquisition was driving the focus of the sales team and operations, but he wanted to emphasize a strategy for retention.

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Customer Bliss

MAY 2, 2019

The Allovue team spent dedicated time with customers so they could specifically learn how to use the product and get value out of it. Rosalyn says that this was a successful strategy because they had a captive audience who was essentially being forced to log in, subsequently realizing the value of the product.

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Customer Bliss

JUNE 6, 2019

“I am a bridge builder and I really like that aspect of my role,” says Yamini Rangan , chief customer officer at Dropbox , a SaaS company that offers file storage and collaboration solutions to both individuals and companies. Previously, she was the company’s vice president of business strategy & operations.

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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. Q&A Recap.

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Sales Effort Score Chief Customer Officer NPS 52

Gainsight

MARCH 1, 2024

From leveraging emerging technologies to fostering deeper connections, these trailblazers illuminate the path ahead, guiding us towards a future where customer success is not just a strategy but a transformative force driving efficient growth and customer delight. This will help make CS a more strategic role.

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Gainsight

MAY 23, 2023

Nick Mehta, CEO of Gainsight, says: “What’s happening is, Customer Success is becoming company-wide. It’s a company-wide thing, because it also extends to sales and product. Many of our customers are basically going from, it’s a function, to, it’s a strategy.”

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SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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TechSee

MARCH 7, 2023

She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills. She is a force to be reckoned with as a writer and speaker on customer experience.

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CloudCherry

DECEMBER 12, 2017

Deborah Eastman , who has held leadership positions in various functions such as sales, marketing, and professional services, will help inform CloudCherry’s Go-To-Market strategy in the US, and help amplify their rapidly growing presence & competitive differentiation. Then we met Deb and the rest is history.

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CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

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ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

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Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

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Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

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Connections Chief Customer Officer e-support Roadmap 52

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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Customer Bliss

MAY 26, 2016

Note: On June 2, I’ll be presenting at a Vision Critical webinar on the rise of the chief customer officer. Customer Experience is not a new idea. I call these Customer Experience Leadership Competencies in my book Chief Customer Officer 2.0: How to Build Your Customer Driven Growth Engine.

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Zeisler Consulting

JANUARY 26, 2022

If you’ve read much of my stuff, you may know that, once you ground your CX strategy in your Brand Promise , the three moving operational parts of your Office of the Customer should be Insights , Process Engineering , and building a strong CX Culture. You should spend half (at least!)

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