Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Published on: July 26, 2017. Share this page on: Tweet.

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Chief Customer Officer Customer Experience Airlines Best practices 78

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!

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Annette Franz Founder and CEO, CX Journey Inc.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CSM Practice

MARCH 9, 2021

Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

ChurnZero

DECEMBER 20, 2021

Join this webinar to learn: An understanding of where you fit in the stages of Customer Success maturity. Speakers: Jeff Breunsback, Director of Customer Experience, Higher Logic. Bora Lee, Senior Manager, Customer Success Operations, VMare. Surprising Insights About Customer Scores & Its Impact on Recurring Revenue.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Disney Institute Customer Experience Summit – May 7-9, Anaheim, CA.

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Contact Center Call Center Customer Experience outsourcing 62

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. So, how can brands deliver the customer experience that consumers require?

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

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.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 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.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. The masterclass was brilliantly delivered by Doug Leather and included practical case studies & examples of best practice and animated discussions.

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Customer centricity Chief Customer Officer Banking Automotive 150

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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Customer Service Chief Customer Officer Contact Center Call Center 136

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

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. Applying the same logic to customer experience, some companies have created customer hubs. Published on: August 19, 2020.

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Customer centricity Chief Customer Officer Best practices Customer Experience 82

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.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

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.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 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?

Chief Customer Officer 45

Chief Customer Officer Best practices Customer retention Upselling 45

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. Steve, what role does company culture play in companies that lead in the area of customer experience? Heather Timney. Steve Bernstein.

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Customer centricity Chief Customer Officer Metrics Accountability 78

Callminer

FEBRUARY 4, 2021

If human connection and empathy is central to the customer experience, the ultimate objective is answering the call. It’s important for both contact centers and customers to build a long-term relationship rather than a short, transaction-based one…”. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

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Call Center Contact Center Finance Consulting 345

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

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.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. She possesses over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups. Should onboarding be different for different customers?

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

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.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . As you do that, then you can also look for ways to unify the customer experience by connecting the learning platform, the knowledge base, and the support system like we’ve talked about. Ask them the question.

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

Squelch

MAY 17, 2019

Introducing Zendesk Showcase Zendesk Showcase brings together customer experience, support, and success leaders for conversations about how to create seamless experiences for both employees and customers. Although the format has changed, our excitement to sponsor Zendesk events remains as strong as ever.

Chief Customer Officer 40

Chief Customer Officer Best practices Feedback Marketing 40

Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. VP of Client Experience - Compellon. Deliver the World's Best Customer Experience. Andrew Rhodes.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

MARCH 28, 2023

Customer engagement is a building block of customer experience (CX). Customer support history. Support interactions are an opportunity to delight customers. A best practice is to send a CSAT to a customer whenever a support ticket is closed. Event participation.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

AUGUST 11, 2020

However, most companies never consider regularly auditing their knowledge bases (by removing or updating old reference pages) as a way to decrease support minutes and make the customer experience even better. And, as you know, a better customer experience leads to better customer retention. Then make those changes.

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Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Squelch

JUNE 4, 2019

As we continue our series exploring Influential Women in CX , we had the pleasure of sitting down with Mary Poppen, Chief Customer Officer at Glint and 2018 Top Customer Success Influencer. What is Glint, and who are the customers you serve? Glint is an employee experience platform.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors. We would recommend all of them, if it came down to it.

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Chief Customer Officer Engineering Best practices Sales 80

Altivon

SEPTEMBER 28, 2017

The webinar, titled “ Re-Tool the Contact Center for Better Patient Experience ”, presented an overview of issues facing the industry and its customers, as well as new technologies and best practices that can help address these issues. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer.

Healthcare 40

Healthcare Contact Center Chief Customer Officer Multi-channel support 40

Education Services Group

NOVEMBER 8, 2021

55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year. Another pleasant surprise for our Customer Success experts was the growth in the role of the Chief Customer Officer (CCO) and the number of CS organizations that are led by VPs and above.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

CustomerSuccessBox

DECEMBER 6, 2021

He runs Glide Consulting as his means to enable companies to make wise decisions and gain control over their customer lifecycles and experience. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. She has spent over 20 years building and scaling world-class customer success organizations and operations.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. But in practice, it’s not always pragmatic. “At

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Customer Service outsourcing Chief Customer Officer Self service 127

ClientSuccess

AUGUST 24, 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. From : Vic Kasoff , Director of Customer Experience. From : Adam Kuznia , Chief Customer Officer.

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Management Chief Customer Officer Best practices SaaS 40