Best practices Chief Customer Officer Definition Metrics 
ChurnZero
JANUARY 18, 2024
The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.
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. TopBox equips those managers with good metrics, the KPIs. Whatever the outcome is, by definition, it’s an outcome so it’s lagging.
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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. That can be the tricky part.
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.
Callminer
FEBRUARY 4, 2021
Despite the pandemic, customers have retained the expectation that if they call you, you’ll be there for them. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. While customers definitely care for your company’s softer hand, don’t exaggerate it.
ChurnZero
MAY 29, 2020
Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.
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.
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