SmartKarrot

DECEMBER 3, 2020

One such that we are talking about is the difference between Chief Customer Officer and Head of Customer Success. Both strive to bridge the gap from a company’s point to interact with a customer. Chief Customer Officer is a relatively new term in the CS space, but it is accelerating in its popularity.

Chief Customer Officer 10

Chief Customer Officer Customer advocacy Upselling Metrics 10

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. There will be a need for more access to data and ability to turn it into information. Influence your peers and other organizations internally to align with customers and evolving market needs.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

TechSee

AUGUST 14, 2023

Follow on LinkedIn Dan Smitley, Workforce Management and Contact Center Guru As an experienced public speaker and thought leader, Dan is passionate about leveraging workforce management, contact center operations, strategic thinking, project planning, and data analytics to help companies, customers, and front-line employees succeed.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Extra marketing required to overcome negative word of mouth. 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? to reach them.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Close the loop with the customer. Assign accountability for a customer feedback loop.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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. Bill Lapcevic , Sentry, Chief Operating Officer, @billlap, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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. Align customers’ end-to-end journey and your value proposition.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. What accounts for that success?

Marketing 61

Marketing Customer centricity Big data Finance 61

Nicereply

FEBRUARY 25, 2020

Companies are storing three times as much data on Zendesk as they did five years ago, and twice as much data per customer. When it comes to knowing what customers really want, data can be illuminating. Companies that effectively leverage customer data solve four times the number of customer requests.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

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. Customer Success Compensation Catches Up to Sales. Customer Success drives a double benefit in the ROI.”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

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

FEBRUARY 17, 2022

When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” But CRM functionality only accounts for a tiny sliver of what Customer Success software was built to do in regards to automation, adoption tracking, and journey lifecycle management.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. Account Executive – A hunter. Account Manager – A farmer.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. How was it marketed?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

SmartKarrot

MARCH 3, 2022

In today’s age of big data, no business can dream of being successful without being data-driven. For any business to be successful it has become imperative to be data-driven. These data come from customers, clients, internal processes, and other stakeholders. What is a Chief Data Officer?

Government 10

Government Chief Customer Officer Analytics Big data 10

ProProfs Blog

JUNE 30, 2020

He delves into the powerful idea of The Golden Circle based on which organizations can further lead, inspire and grow in a competitive market. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Amity

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Amity

FEBRUARY 6, 2019

I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Depending on the size of your organization, it’s important to understand where Customer Success fits among Marketing, Support and Sales. Understand where CS fits into your overall organization.

Management 71

Management Chief Customer Officer SaaS Accountability 71

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

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. Orgs need seamless integration of customer data across channels in hands of employees that need this data — @Natasha_D_G. Seamless CX Teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ChurnZero

FEBRUARY 17, 2022

Tip #3 for CSMs: discuss overlap with other tools When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. A number of CEOs have walked in the shoes of their customers. You don’t have data. You don’t know your customers.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. As an added bonus, Brian Kerr has done the number-crunching and put together a handy analysis of the data. Create a persistent focus on the customer in the actions the company takes.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. As an added bonus, Brian Kerr has done the number-crunching and put together a handy analysis of the data. Create a persistent focus on the customer in the actions the company takes.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Amity

JUNE 3, 2016

I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Depending on the size of your organization, it’s important to understand where Customer Success fits among Marketing, Support and Sales. Understand where CS fits into your overall organization.

Management 68

Management Chief Customer Officer SaaS Accountability 68

ChurnZero

JANUARY 15, 2021

We asked Customer Success experts to share their industry predictions for the year ahead. Remco de Vries , Vice President of Marketing, inSided. Customer Success leaders with product-focused teams will need to quickly transform their programs to focus on value. Brian Hoffman , Account Executive, ChurnZero.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. Interview Date: July 18, 2020. Irit Eizips: (7:40).

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

AUGUST 23, 2019

There was also mentioned of combining Revenue, Marketing, Sales, Customer Success ops to one team. We discussed about how some companies have Sales Ops, Marketing Ops and maybe they have a Revenue Officer and Customer Success Ops, and I really believe that it should be one function if you want to move faster.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40