Callminer

FEBRUARY 4, 2021

While customers definitely care for your company’s softer hand, don’t exaggerate it. 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

Call Center 345

Call Center Contact Center Finance Consulting 345

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 7) Know & Respect Your CX Ecosystem.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

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

ClearAction

JANUARY 20, 2020

. “ultimate outcome ” or “job-to-be-done” (what the customer “hires” your stuff to do for them)). Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. 7) Know & Respect Your CX Ecosystem.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Bree: Definitely. I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? Q: How should you include ROI factors into a customer health score?

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

CustomerSuccessBox

MARCH 3, 2022

Top Customer Success Books for Customer Success Managers to read in 2022. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. The second: 10 laws of “Customer Success” The third deals with CCO – Chief customer officer, Technology and The Future.

Management 52

Management Chief Customer Officer SaaS Sales 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. But in practice, it’s not always pragmatic. “At Tip #1: Don’t worry if it doesn’t scale.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Bree: Definitely. I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. There is a difference.

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

ChurnZero

DECEMBER 20, 2019

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 . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . Customer Success Resource.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. You can go to the best school and have a really bad attitude. During your hiring process, definitely ask the Customer Success Manager to come prepared to present to you.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

ChurnZero

JUNE 3, 2022

I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over. Proving the business value of Customer Success.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over. Proving the business value of Customer Success.

SaaS 52

SaaS B2B Upselling Metrics 52

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. I like to get things right.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Amity

NOVEMBER 25, 2014

Over three or four years of working in the cloud – in the “early days” – I recognized a need for a role that wasn’t sales (selling) or support (technical issues) but focused on best practices in using your product to help their business (and yours). This is definitely one you won’t want to miss – so make sure you save your spot today

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies.

Management 52

Management Upselling Accountability Metrics 52

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: A definite yes to this! It is worth giving a dive in. Whitepapers.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

NOVEMBER 16, 2022

The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch. Wayne McCulloch is a chief customer officer leading a global success function with more than 25 years of experience in the software industry.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10