Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Enterprise Customer centricity Consulting 250

Vcaretec

JUNE 6, 2022

Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks. Did you make our list of customer care influencers? Customer Service, Customer Experience, CRM Cloud. corporations.

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Customer Care Chief Customer Officer CRM Wireless 98

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn. Looking for the Top 25 list? Click here.

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Chief Customer Officer Education Consulting Consulting 91

Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success.

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Chief Customer Officer Customer retention SaaS Best practices 56

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

PeopleMetrics

MAY 24, 2018

and Chief Customer Officer 2.0. If you've been collecting customer feedback for a year or so, you'll get strategies for ramping it up. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

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Feedback Chief Customer Officer Best practices Consulting 54

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

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Customer centricity Chief Customer Officer Best practices Customer Experience 82

Lumoa

JANUARY 19, 2023

Pro tip : If your customer journey is mostly digital (e.g., For example: website optimization, content marketing, and digital analytics. Voice of Customer / Customer Insights Manager This is the more analytical role, and it needs someone skilled at understanding data, analytics, taxonomies, and in general customer feedback.

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Customer Experience Metrics Feedback Analytics 94

Mindtouch

JUNE 12, 2019

However, according to Harvard Business Review , 81% of all customers attempt to take care of matters themselves before contacting a live representative. All of these search experiences are outside the brand’s control and take traffic that a brand should otherwise own or, worse, peel away customers altogether.

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Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

Natalie Petouhof

JUNE 4, 2015

Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture. Key Principle#3: Cloud for Analytics. Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. Finally, I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™.

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CSM Practice

OCTOBER 10, 2018

Andreas Knoefel, a veteran Customer Success Executive , was one of the selected few individuals who made it to the semi-finals with his Customer Success Performance Indicator methodology. Below, is the blog he wrote. The Customer Success Performance Index™. From Puzzle Pieces to the Picture . Be a Conqueror in 2019.

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Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream.

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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. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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Upselling Surveys Chief Customer Officer Consulting 85

VHT

SEPTEMBER 20, 2018

IQPC Chief Customer Officer Exchange – Chicago, IL – May 12-14, 2019. Customer journey is an essential part of great customer service, and that’s exactly what this conference focuses on. If innovation in the customer service industry is what you are interested in, don’t miss NGCX 2019.

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SmartKarrot

JANUARY 5, 2022

He’s also the Senior Director of Customer Success Enablement and Thought Leadership at Oracle. His passion for and devotion towards the CS space also has him chaired as an Advisory Board Member at CSM Practice and a Proof Advisor at Proof Analytics where he helps executives strategize and scale their CS operations. Jay Nathan.

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SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. 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. Chief customer officer.

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Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. 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. Chief customer officer.

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Chief Customer Officer Upselling SaaS Metrics 10

Beyond Philosophy

MAY 12, 2021

By planning how to use the technology available and an empowered workforce and including analytics, leaders can address these concerns. Organizations can understand the customer better and react faster to what they need. ” These silos are detrimental to Customer Experience. However, all the news wasn’t bad.

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Analytics Chief Customer Officer Technology Surveys 221

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.

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Journey mapping Chief Customer Officer SaaS Metrics 48

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

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Call Center Customer Support Customer centricity Contact Center 56

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Use Emotion To Connect With Customers and Employees.

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Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Roles Are on a Customer Success Team?

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Best practices Chief Customer Officer Customer centricity Sales 94

Netomi

FEBRUARY 28, 2022

Describing the structure of the DoorDash Customer Experience (CX) team in an interview with Forrester, she emphasized the importance of multiple teams working together to combine their knowledge and insights. “ Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia. Connect with Erin.

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Kapta Customer Success

SEPTEMBER 19, 2016

Regularly indulging in rich, high-quality blog content keeps you sharp and current on the latest trends that are transforming the way businesses handle Customer Success. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business. CX Journey. forEntrepreneurs.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. If Awareness is the spark to begin a customer journey, the Research and Consideration stage fans the flame.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards.

Management 94

Management Analytics Journey mapping Customer centricity 94

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Swati: When CX teams are trying to analyze where and why things are going wrong, what kind of analytics are they using to inform their decision-making? Is it predictive analytics?

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? High Performers Succeed With a Data-Driven, Journey-based Approach to CX “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences.

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Management Analytics Metrics Chief Customer Officer 89

Lumoa

APRIL 24, 2018

Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. Blake Morgan Customer Experience Futurist, Speaker and Author. blog linkedin twitter Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Blog Author: Alexander Weihmann. Now more than ever Customer Success is essential to the long-term success of your entire organization. Your CRM is Not Enough! The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers.

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CRM SaaS Chief Customer Officer Accountability 63

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). appeared first on MindTouch Blog. Measuring a knowledge management practice. Others require third-party tools.

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Management Self service Chief Customer Officer Chatbots 88

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CEO needs to be clear that the customer is the core personnel of the organization.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The CEO needs to be clear that the customer is the core personnel of the organization.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10