ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. In most industries, customers are the only losing party.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Firsthand reactions from industry leaders. Q&A Recap. Marley Wagner , Sr.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ClearAction

MAY 29, 2016

While great customer service is expected by customers, their primary expectation of value is to have no need to contact the Service organization. Success programs, digital marketing, and loyalty programs are appreciated, but viewed either as table-stakes in certain industries or as convenient perks.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

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.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. 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. This makes a case for customer success to have a seat at the leadership table.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

ClearAction

MAY 29, 2016

How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. Articulates clearly what the customer needs to do to onboard and adopt your service for success.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Customer Guru

MARCH 7, 2018

But in a call center, you don’t talk to a customer face to face; you do it over a phone. That was my introduction into the customer experience industry. Post Taj, I moved to the telecom industry and worked with Lucent Technologies but by then, I had found my calling. So, after this experience of 9 years, Piramal happened.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. Articulates clearly what the customer needs to do to onboard and adopt your service for success.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Responsibilities of a CCO.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

FEBRUARY 10, 2021

With customer success being a new function and companies not prepared for it, outsourcing it might seem like a wise decision. It was not until 1980s when outsourcing became a new norm in software industry. IT giants like IBM already had the vast infrastructure capable enough to serve a wide range of customers.

outsourcing 10

outsourcing Chief Customer Officer SaaS Consulting 10

SmartKarrot

MAY 11, 2022

That means listening closely and taking notes during meetings with employees, investors, customers, partners, etc. It also means staying on top of industry trends to anticipate changes before they happen. Besides, stakeholders want to feel heard and valued by the new CEO. They want to know that you understand their needs and concerns.

Finance 12

Finance B2B Metrics Chief Customer Officer 12

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. She got me started with “Chief Customer Officer 2.0”. We share that fan.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. She got me started with “Chief Customer Officer 2.0”. We share that fan.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52