Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

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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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Fonolo

MAY 10, 2018

For trusted, richly informative, and dynamic articles on customer experience tips and trends, we strongly suggest you turn your attention towards these trusted bloggers nay, industry leaders. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

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Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

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ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

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Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious.

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ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 9 Must-Have Integrations to Level Up Customer Success Software. 6 Dos and Don’ts for Improving Your Customer Onboarding.

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C3Centricity

MAY 11, 2020

For more details on this announcement I suggest you read the Forbes article. As mentioned above, everyone has a role to play in satisfying and delighting the customer. According to this article in Forbes, the responsibilities of a CCO are to: Bring The Customer To Life. Reach Outside The Organization.

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ClearAction

MAY 29, 2016

There’s a big difference between distinct transaction experiences and the cumulative customer life cycle experience. The end-to-end customer experience is affected by the entire value chain across the company. While there is a certain success rate in customer retention tactics, it is prone to similar efforts from competitors.

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ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Related articles: Customer Experience: A Lucrative Opportunity for Marketers.

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Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. CEO - C hief Customer Office Council.

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ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Nikola Tesla predicts the development of Wi-Fi in a New York Times article. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Kate Nasser. KateNasser.

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ChurnZero

MAY 1, 2020

Forbes shares insights from Joseph McCormack, the author of BRIEF: Make a Bigger Impact By Saying Less , in their article on how brevity can save your career. For instance, let’s say you were selling Customer Success software to your C-Suite. in their article on common habits of the most influential people.

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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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ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

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SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Catherine Blackmore.

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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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ChurnZero

JULY 9, 2020

in their article on which emotions make successful customer relationships. You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks. For most companies right now, the retention of their customers is at the top of the list.

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ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

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Netomi

FEBRUARY 28, 2022

“We look forward to working closely with the Colombian crypto ecosystem and to supporting crypto products that empower Colombians to take control of their financial lives,” Cynthia wrote in an article on the company’s blog. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

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ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

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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. Going the extra mile to guide your customer and engage them throughout their journey with your product will undoubtedly increase customer engagement and loyalty.

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ChurnZero

FEBRUARY 11, 2022

With more and more executives wising up to the value of this customer function – whether due to the pandemic, the industry’s growing acceptance, or internal champions – customer success leaders must figure out how to make their C-suite’s heightened, and potentially fleeting, interest permanent. Tell a story using direct customer input.

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CustomerSuccessBox

DECEMBER 24, 2021

“Moments of truth” are those crucial points in your firm’s interaction with a customer. An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”.

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Netomi

JANUARY 5, 2022

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. She is known globally for transforming businesses to earn customer-driven growth. Customer Service Leaders: Marsha Collier.

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Customer Guru

DECEMBER 13, 2017

While companies are making their biggest investments in technology to improve customer experience, they should be prioritizing organizational re-alignment over everything else. Without a customer-centric vision and leadership, CX initiatives are bound to fail. ” It is an irrefutable ask!

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ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

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ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

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SmartKarrot

JUNE 5, 2020

With an evolving need of mutually beneficial relationships with their customers, companies are investing more on building a customer success team. These teams are dedicated towards customers achieving their goals. They help customers realize the value of the product which in turn results in achieving customer retention.

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