ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Peter Lavers

JULY 7, 2015

Hiding behind systems problems/delays instead of engaging the customer. Not getting ‘too clever’ with analytics (c.f. What ‘obsessing’ about the customer meant? Do we “earn the right to be the customer’s first choice? Zappos “walking away” from 25% of its business because of its clear strategy. Enablers Layer.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

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.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ChurnZero

JANUARY 26, 2022

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

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. By Patricia Ballantyne.

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

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

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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

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.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Clarabridge

MARCH 7, 2017

Donna Peeples, Chief Customer Officer for Pypestream, compares the current state of chatbots with the early stages of IVR systems. As a professional services leader for Clarabridge in Europe, Roberts is advising some of the world’s largest companies on optimizing the customer experience using social and digital insights.

Chatbots 40

Chatbots Customer Service Interactive Voice Response 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

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.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

DMG Consulting

DECEMBER 7, 2021

It also makes it difficult, time consuming and costly for agents who must ask customers to repeat their entire story. From the title of agent to influencer or customer relationship advocate (CRA) – Agents perform an essential and often challenging function for their brand – they are the primary representatives of their company to the market.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer Success Analyst : This specialist is responsible for applying analytics to track, evaluate, and optimize CS performance.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

Peter Lavers

MAY 24, 2018

The digital part should be owned by the head of channels, and the experience part by the chief customer officer, and both should be of the same seniority. Disparate and disconnected data, content and systems have been one of customer experience’s biggest enemies! See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. Others require third-party tools.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. What’s critical is the discipline to focus more on engaging customers than to chase a specific score." Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger. Davide Chiavelli Customer Experience Management and Analytics Consultant at CIQUAL.

Consulting 135

Consulting Consulting Metrics Feedback 135

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