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

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

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

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

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. The simple answer is – everyone.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

ClearAction

MAY 29, 2016

Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Some companies have a mixed seating arrangement among Marketing and Sales and Service.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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

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

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. Leverage CS to Increase Sales.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

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

DMG Consulting

DECEMBER 7, 2021

Contact centers need to undergo the following transformations to position themselves to enhance the brand they represent: From cost center to profit center – Sales and collections departments are profit centers, as their primary function is revenue generation. It’s Time to Transform.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

Peter Lavers

MAY 24, 2018

It’s also vital to recognize the complementary roles of all the different channels in the customer experience – the digital experience is often a key influence even if the sale happens elsewhere. See [link]. Who manages/owns the digital experience in your organization? 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. Being social drives engagement; engagement drives loyalty and advocacy; and both correlate directly to increased sales." Jim Tincher Journey Mapper-In-Chief, Heart of the Customer. Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger.

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