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. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For us, we identified the biggest problem (CSMs had too many accounts to be proactive) and worked to create structure and processes around how many accounts CSMs had, what qualified a customer to have a CSM, and what the process was in assigning CSMs.

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

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

ClearAction

DECEMBER 5, 2023

For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Eptica

NOVEMBER 8, 2017

Incoming digital interactions are automatically analyzed and forwarded to the best person to answer them and the agent provided with both an idea of the nature of the query and the tone - is she angry or upset, for example? This is why CX needs to be led from the top and why some companies are hiring a Chief Customer Officer (CCO).

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

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

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. So much more happens after that initial sale.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. All of the information obtained should be shared with all functions to help in the prioritization of delivering customer value.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Customer Guru

DECEMBER 13, 2017

In such a case, it becomes difficult for these departments to develop a customer focus. It’s important for these businesses to clearly define who the customer is for each department. For example, in a manufacturing company, the procurement department would hardly ever interact with the end customer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Drivers for corporate growth are no longer limited to Sales and Marketing.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ProProfs Blog

JUNE 30, 2020

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? 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

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience 97

Customer Experience B2B Management B2C 97

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

GetFeedback

JANUARY 19, 2020

For example, a few hours after checking into my hotel, I got an email with this message. Without feedback, you can’t understand customers’ perceptions and make plans to improve. The most common way to listen is with surveys like those in the foregoing example. Surveys are an example of solicited feedback.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Eptica

MAY 30, 2018

The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating. That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. This will rise to 81% in just two years.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

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

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

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. The examples mentioned earlier were evidence of this hierarchy going haywire.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Playbook: You have a documented playbook for the entire customer journey that is used by your partners.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

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. But most and foremost after Covid-19, we see a great hit. That was critical.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

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! Absolutely.

Management 52

Management Upselling Accountability Metrics 52

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

Amity

MAY 22, 2016

There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers. If not, here is a great example from the CEO of Zuora, Tien Tzou.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Amity

JULY 26, 2018

For example: Amity is looking for a Customer Success Manager who likes helping others, building relationships, wants to be an advocate for customers, and will be an innovative team player. For example: Amity is a fast-growing customer success company that loves collaboration and teamwork throughout the organization.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. how to sell your customer success tool to them. Is it revenue- if yes, work around customer retention and expansion revenue. Support your statement with real examples and case studies.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

ChurnZero

JANUARY 4, 2019

The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. ” What a great question to ask a new customer in an on-boarding call, right? Question 3.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Customer Tenure – have they been a customer for at least nine months to a year?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Our favorite content from Annette : Unified CX: Real World Examples. Proactive or Reactive CX? Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

DECEMBER 20, 2016

The other challenge is fundamental, and it has to do with showing a quantifiable business impact of CX initiatives behind purely qualitative metrics of customer satisfaction or similar. Challenge 1: Who should govern customer experience management? Who should own customer experience? Who should be accountable for managing it?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

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