Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Mary Poppen , Glint, Chief Customer Officer, @Mary__Poppen, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Mindtouch

APRIL 23, 2018

And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. These give us the why , how , what , and where your customers are looking to be served. Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

ChurnZero

FEBRUARY 17, 2022

And the reality is, it doesn’t matter if we are talking about adopting a new email client, a new customer success software, a new CRM, a new HR portal—heck, even an unexpected update to your favorite web browser can create adoption paralysis. Trust me on this one, your CRM is not enough. No one will ignore this!

CRM 52

CRM Chief Customer Officer SaaS Morale 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ChurnZero

DECEMBER 27, 2019

, tell a customer they’re a poor fit, and manage customer s who ignores deadlines and meetings. . PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. . Customer Success Around the Web.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Have case studies that include the benefits of customer success. How they achieved account growth? Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Lumoa

JANUARY 19, 2023

A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. This is a huge help, not only when trying to take ownership of customer experience metrics such as NPS or CSat, but also when attempting to have customer experience impact business metrics.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective. They say executive buy-in makes for an easier road to the happy customer, thanks to allocated budgets and all-round support with resources. Who should own customer experience?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Amity

JANUARY 30, 2014

New software applications focused on Customer Success will become critical to the success of an organization and will provide a complete 360 view of the Customer and also compliment existing CRM systems. – Paul Chilensky, Former Vice President of Customer Success, Onshift Inc. Standardizing Exceptional Experience.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. Chatbots don’t sleep, which gives them a leg up on man-powered customer service. The secret is to enhance, not replace agents, to help customers resolve issues faster and reduce wait times.

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

Amity

AUGUST 19, 2014

Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes. So will a deep understanding of key business technology, such as CRM systems.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

ChurnZero

JANUARY 15, 2021

Customer Success leaders with product-focused teams will need to quickly transform their programs to focus on value. The tech-stack lines will blur between Implementation and Customer Success teams. Brian Hoffman , Account Executive, ChurnZero. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. Customer Success Operations is execution.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Your CRM is Not Enough! Now more than ever Customer Success is essential to the long-term success of your entire organization. That said, avoid falling into the trap of using your CRM as a Swiss Army Knife; you’re only as good as the tools you use.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How customers are segmented can help with the division of labor and the CS team structure.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

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 93

Best practices Chief Customer Officer Customer centricity Sales 93

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. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Vistio

JANUARY 13, 2022

There’s the CRM there. There are different types of interfaces that integrate in to pull data in from other custom applications in the product management area, the sales environment, so critical there, they might very likely have their own independent CRM. I also love that you talked about having an excellent CRM system.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

There’s the CRM there. There are different types of interfaces that integrate in to pull data in from other custom applications in the product management area, the sales environment, so critical there, they might very likely have their own independent CRM. I also love that you talked about having an excellent CRM system.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. Q: What are your thoughts on a Customer Success Operations role to help team efficiencies, processes, adoption, and accountability? It humanizes Customer Success.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability. 18) Use CJM, UX, DX, CRM, etc.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? They’re not using the customer health score in an appropriate manner. .

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability. 18) Use CJM, UX, DX, CRM, etc.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

ClientSuccess

MAY 15, 2019

As a version one, I’d say your very first conversation with customers needs to be all about understanding their business objectives and goals, and then find a place to track that. It doesn’t matter whether it’s a CRM system, another tool, or a spreadsheet…just seek to understand what their goals are! Question 5.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. What’s critical is the discipline to focus more on engaging customers than to chase a specific score."

Consulting 135

Consulting Consulting Metrics Feedback 135

SmartKarrot

JUNE 5, 2020

They need a CRM software like Salesforce to mostly manage customer data. A customer servicing software like Freshdesk, an internal communication software for the team and what not. . Your customer success platform should be such that it integrates easily with all of these tools. Easy Integration. Team Structure.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

Netomi

JUNE 18, 2023

Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Answer Dash

APRIL 16, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. Imagine the impact this has on customers, especially when programs are managed separately for each solution the customer buys.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76