SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Brand ambassadors Education Upselling 10

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. Jim Iyoob, Chief Customer Officer at Etech Global Services. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Inbenta

SEPTEMBER 11, 2020

The “Future of Customer Service” podcast features interviews of Customer Support and Service leaders to understand how things work, best practices, and the future of support. Our first episode of this new series features Mike Grace, Customer Success Manager at Cohesity.

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Chief Customer Officer Engineering Best practices Customer Support 98

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

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Chief Customer Officer Best practices Feedback Enterprise 94

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

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Best practices Chief Customer Officer Customer advocacy SaaS 56

CSM Practice

DECEMBER 7, 2020

According to Irit Eizips, Chief Customer Officer and CEO of CSM Practice, “At CSM Practice, we accelerate the profitable growth of both technology and services organizations by increasing revenues, in a scalable manner, from the existing customer base.

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Chief Customer Officer Upselling SaaS Consulting 81

ShepHyken

DECEMBER 26, 2016

This article looks at the internal customer and the process behind delivering better internal service. As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron.

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Chief Customer Officer Customer Service Analytics Best practices 209

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

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Chief Customer Officer Best practices Feedback Enterprise 62

JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Emilia on LinkedIn 8. Follow Keri on LinkedIn 10.

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Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

DECEMBER 20, 2021

Join this webinar to learn: Who is implementing customer health scoring in their organizations. The true impact that customer health scores can have. Current customer health score trends to know about. Speaker: Irit Eizips, Chief Customer Officer & CEO, CSM Practice. What’s Next.

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Chief Customer Officer SaaS Benchmark B2B 98

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Sign up for an upcoming ChurnZero webinar or pick one to watch on demand.

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Chief Customer Officer SaaS Best practices Journey mapping 52

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 It’s a philosophy to be embraced by everyone, from the leadership to the most recently hired.

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Customer Experience Chief Customer Officer Customer centricity Management 94

Eptica

JULY 26, 2017

To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers. Transforming customer experience to survive. Share this page on: Tweet.

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Chief Customer Officer Customer Experience Airlines Best practices 78

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key. Build vs. Buy.

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Chief Customer Officer Customer centricity Best practices Enterprise 50

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. The Human Duct Tape Show Podcast.

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Chief Customer Officer SaaS Education Best practices 70

Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). The remaining two sessions covered customer-centric strategy development and the transformational journey.

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Customer centricity Chief Customer Officer Banking Automotive 150

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For example, slowly creating a training program for new CSM onboarding, or creating best practices, deeper knowledge and product management relationships on an aspect of our product.

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Chief Customer Officer Accountability Best practices Feedback 101

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. They become active on our own community.

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Chief Customer Officer Customer centricity Best practices Metrics 98

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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Chief Customer Officer Customer centricity Journey mapping Coaching 52

Education Services Group

OCTOBER 28, 2020

The business review is an opportunity for Customer Success Managers to dive deeper into gaining a better visualization of the customers’ business planning for the future strategies that will help the customers to achieve their goals. QBR Best Practices. What are the end goals of the business?

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Chief Customer Officer Best practices Customer retention Upselling 45

ChurnZero

DECEMBER 20, 2021

Customer: What’s the Difference& Why Does it Matter? Learn the differences to help you make strategic decisions about your customer service. How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack.

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Chief Customer Officer SaaS Benchmark B2B 52

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

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Sales Chief Customer Officer Metrics Surveys 52

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 job titles for the same functions also may vary from one company’s customer success department structure to another. . Build Customer Loyalty.

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Best practices Chief Customer Officer Customer centricity Sales 93

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

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Customer centricity Chief Customer Officer Best practices Customer Experience 82

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.

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Chief Customer Officer SaaS Best practices Customer advocacy 52

Vcaretec

JUNE 6, 2022

Connect: @RichardDumas Al Hopper Bio: The Al Hopper #CustServ (chat Tues 9pET) & @Social_Path helping our Customers on the path to social. Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service. Market research & trends, best practices, tech. corporations.

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Customer Care Chief Customer Officer CRM Wireless 98

Vcaretec

JUNE 6, 2022

Join Shep’s 71,000+ followers on Twitter and subscribe to the Shepard Letter for weekly customer service tips. vcare-expert-anna-sabryan Anna Sabryan : Anna is an experienced social media and modern marketer at Oracle who blogs about the digital customer service and customer experience. Join Anna’s 28,000+ followers on Twitter.

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outsourcing Chief Customer Officer Customer Care Banking 52

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. The second interview in the series is with Mary Poppen. Why is Quarterly Business Review important?

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Chief Customer Officer Consulting Consulting Coaching 52

Satrix Solutions

DECEMBER 1, 2020

Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. It’s something that’s talked about on an ongoing, year-round basis.

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Customer centricity Chief Customer Officer Metrics Accountability 78

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.

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Customer Service Chief Customer Officer Contact Center Call Center 136

Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success.

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Chief Customer Officer Customer retention SaaS Best practices 56

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Value Realized will help uncover trending best practices, thought provoking strategies, how to build a brand/career in CS and how to deliver impactful experiences to those around us.

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SaaS Chief Customer Officer B2B Customer advocacy 64

Callminer

FEBRUARY 4, 2021

Give them examples of social engineering attempts they may experience, such as rushed mothers, private customers who don’t want to share information, etc. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Show them how easy it can be to allow someone to access the wrong information. Nika Filipkova.

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Call Center Contact Center Finance Consulting 345

ClearAction

FEBRUARY 28, 2019

. “FIS One is not just about products and domain knowledge, but equally important is how to treat the customer and how to anticipate their needs.” ” “I’d recommend the Customer Experience Professionals Association ( CXPA ) as a good resource to adopt best practices,” Milista advised.

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Marketing Customer Experience Best practices Chief Customer Officer 61

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

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Enterprise Chief Customer Officer Customer centricity Accountability 48

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

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Feedback Chief Customer Officer Best practices Consulting 54