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

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.

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SaaS Chief Customer Officer Consulting Consulting 96

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. And it will make it easier to build strong relationships and a strong culture of customer centricity.

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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

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

The first step in creating a revenue-generating customer service organization is to determine which strategy or strategies are most applicable to your business today. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

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Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Jay Nathan. Dave Jackson.

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Chief Customer Officer Coaching SaaS B2B 23

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. You need to use technology to improve things for customers, not just because you really want to use it.

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Chief Customer Officer Analytics Technology Surveys 221

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. LinkedIn: Adrian Swinscoe – Aspirant punk – Punk CX.

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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? Cultivate a Customer-centric Brand Image.

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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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SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

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Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. Key C-Suite roles required to make a customer-centric executive team.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

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.

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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.

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Management Analytics Journey mapping Customer centricity 94

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

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. Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design.

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CRM SaaS Chief Customer Officer Accountability 63

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?

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