Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail. The best way to achieve this is to build a Customer Journey Map (CJM).

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

GetFeedback

JANUARY 19, 2020

Surveys can certainly help, but don’t forget to use verbatim comments, argues Lynn Hunsaker, chief customer officer at ClearAction Continuum: You already have a treasure trove of insights on-hand; make use of them for outside-in perspective. Best Metric: CSAT. Best Metric: CSAT. Stage 1: Awareness.

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Surveys Journey mapping Feedback B2B 146

Totango

OCTOBER 25, 2022

Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. Team Leaders who report to executives and supervise customer-facing team members. What Roles Are on a Customer Success Team?

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. CEO - C hief Customer Office Council.

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SaaS Chief Customer Officer Consulting Consulting 96

ClearAction

JANUARY 8, 2024

Higher growth, with sustained upward trends, result from customer-aligned organizations. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate? Customer-centric organizations respect the hand that feeds them. Shared vision motivates coordination and collaboration.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Drivers for corporate growth are no longer limited to Sales and Marketing.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. You don’t see Customer Success making a million dollars a year, but some salespeople do,” says Mehta. “So,

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. We’ve all known customer experience programs that have come and gone.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

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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Chief Customer Officer Customer Service Metrics Customer retention 52

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. Project management, to ensure that projects are well organized, completed on time and meet key metrics. Identify the Company’s Goals 2.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Chief Customer Officer 52

Chief Customer Officer Surveys Customer retention Accountability 52

ClearAction

FEBRUARY 28, 2019

Bridge existing silos in data, systems, channels, organizations, vision, assumptions, motives, goals, metrics, and handoffs. “Our Chief Customer Officer has championed an awareness and desire across all the company to get behind FIS One,” Milista continued. 10 Ways Marketing Alignment Leaps You Forward.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Nikola Tesla predicts the development of Wi-Fi in a New York Times article. Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

JULY 9, 2020

in their article on which emotions make successful customer relationships. Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. By automating simple tasks, Chatbots offer customers speeder support at a lower rate for companies. How Can Chatbots Help Me Save? And, that number is expected to rise.

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Chatbots Contact Center Chief Customer Officer Benchmark 67

Amity

NOVEMBER 25, 2014

We were in an emerging market and our customers weren’t really sure what to do with the product that was put in front of them. I recognized that in SaaS you had to have a more pervasive accountability to the customer. This alone should substantiate the need for a customer success role within the organization.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

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Chief Customer Officer Personalization Customer Service Call Center 67

SmartKarrot

DECEMBER 20, 2021

Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Chief Customer Officer Metrics B2B 19

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

Chief Customer Officer 21

Chief Customer Officer Coaching SaaS Customer centricity 21

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

JUNE 5, 2020

To go with the topic of this article, which is to achieve product success through great customer success team structure, let us first understand what product success is. The success of your product mainly depends on these three criteria: Outstanding performance Easy Integration Using single metric. Using Single Metric.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

SmartKarrot

AUGUST 16, 2022

These are the primal questions you will find answers to in this article. Business consultants Human resource Consultants Lawyers Accountants. QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. You can prevent customer churn before it actually happens.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She is known globally for transforming businesses to earn customer-driven growth. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. Connect with Ms.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76