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.

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Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. David Baga , Lyft, Chief Business Officer, @justbaga, LinkedIn.

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Chief Customer Officer Education Consulting Consulting 91

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

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

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

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Call Center Contact Center Finance Consulting 345

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. It needs to be a comprehensive strategy with engineering, analytics, sales, marketing, and all job functions sharing the same appreciation for the customer and aligned with the same objectives. #2

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Chief Customer Officer Customer centricity Engineering Analytics 71

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

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. Challenge 1: Who should govern customer experience management?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

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

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. Conquer Your Success.

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. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

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.

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Chief Customer Officer Upselling SaaS Metrics 18

Amity

JULY 28, 2014

And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company. You don’t have metrics or KPIs.

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Journey mapping Chief Customer Officer SaaS Metrics 48

ClearAction

MARCH 22, 2024

” Influencing Companywide model for CX is a Team Sport: — Identify the top 2-4 themes : what are core-growth customers pursuing through your brand? Some firms are experimenting with new metrics such as Net Trust Score. These 4 fundamentals have a huge domino-effect on all growth metrics.

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Chief Customer Officer Customer centricity Airlines Metrics 62

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 10

Chief Customer Officer Upselling SaaS Metrics 10

Kayako

DECEMBER 3, 2015

In this post you’ll learn just how to turn the things you want to do to get better at customer service into business initiatives that your management can buy into. You’ll recognize a lot of these steps from sales conversations you’ve been part of. For example: Ben wants to hire a new customer support advocate for his team.

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Customer Service Chief Customer Officer Transportation Feedback 50

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.

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Best practices Chief Customer Officer Customer centricity Sales 96

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.

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Customer Experience Customer Service Consulting Consulting 98

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Text from sales team interactions. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Best Metric: CSAT. Best Metric: CSAT.

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Surveys Journey mapping Feedback B2B 146

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. I have seen CX teams stem from Sales because the Head of Sales realizes that retention is just as important as—if not more than—acquisition. Is it predictive analytics?

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Journey mapping Customer Experience Chief Customer Officer Metrics 40

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

Mindtouch

AUGUST 21, 2019

Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface. Agent adoption metrics. Others require third-party tools. Common KPIs include: Self-service adoption rate and self-service success rate. Ticket deflection.

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Management Self service Chief Customer Officer Chatbots 88

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is a vital component to startup success so you will find analytical blog posts about the ins and outs of customer acquisition and metrics to help bolster your brand. It is indeed an awesome blog to learn more about Customer Success and other topics relevant to startups and SaaS businesses.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

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