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.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Amity

JANUARY 25, 2017

• LinkedIn Groups. There are many Customer Success groups on LinkedIn. The most impressive one being the Customer Success Forum and its 20,000+ members. If you’re not already a part of this community monitored by the Customer Success Association, you may want to join ASAP. Customer Success.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Totango

OCTOBER 25, 2022

The customer success organizational structure is divided into customer-facing team members, known as customer success managers (CSMs), mid-level management personnel who supervise CSMs, and higher-level managers who oversee the department. What Roles Are on a Customer Success Team? Build Customer Loyalty.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

Callminer

FEBRUARY 4, 2021

They can then incorporate serving customers with these specific vulnerabilities into training. Eric Sachs is the CEO at Sachs Marketing Group. Contact centers need to look at three opportunities for customer vulnerability and approaches to alleviate the risk…”. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

MARCH 28, 2023

NPS indicates customer loyalty. This survey asks customers, “How likely are you to recommend us to a friend or colleague?” Answers range on a scale of 1-10, where 10 is best. Responses are grouped into three categories: promoters (answered 9 or 10), passives (answered 7 or 8) and detractors (answered 0 to 6).

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

AUGUST 11, 2020

AccuPoint leveraged their Facebook Group to answer questions that were not found in their knowledge base. The Facebook Group also became one of AccuPoint’s more effective customer support tools. David Ellin, chief customer officer at Centric Leadership Strategies , recommends expanding relationships as much as possible: .

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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

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. You might also like.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

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.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

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

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . You will automatically build loyalty and the people that you bring into that room, they can become your seed group. . We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

Maru Group

FEBRUARY 19, 2020

Mapping each journey allowed CSU to develop working groups to solve challenges within each journey. Keeping the community first was a key part of NB Power’s Smart Energy Community Project in Shediac, New Brunswick – a best practice award winner at the symposium. Smart small with grassroots projects.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

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.

Chief Customer Officer 80

Chief Customer Officer Engineering Best practices Sales 80

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. Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. Customer Experience World – May 15-16, Victoria, London.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

ClientSuccess

OCTOBER 10, 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. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Submit your answers here.

Management 70

Management Chief Customer Officer Best practices Consulting 70

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. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. The Gainsight Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ClientSuccess

FEBRUARY 26, 2019

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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

ChurnZero

MAY 13, 2022

Tackling these questions is tough for even the most seasoned Customer Success leader. Because as the industry evolves, best practices change. It can feel like a full-time job just trying to keep up with the latest trends touted among LinkedIn, Slack groups, communities, colleagues, competitors, and the list goes on.

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

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

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

Totango

MARCH 26, 2019

The Totango CAB brings together select influential industry leaders representing new and long-time enterprise customers who have demonstrated a high level of engagement to advance industry-wide innovation and customer success best practices. Sunil Desai, SVP Client Success, Group Services, Dimension Data.

Chief Customer Officer 14

Chief Customer Officer Enterprise Customer centricity Best practices 14

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . Customer Success Around the Web. Danielle Middlebrook, Sr.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

MARCH 8, 2022

A leader who believes in ‘paving a path forward no matter the odds,’ Elli Wu is a Customer Experience professional, board advisor, engagement expert, speaker, and author. Currently, she is the Vice President of Customer Experience at Bugcrowd. She has led several high-tech companies to build a customer-centric business culture.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Amity

JUNE 28, 2017

The good news is that drawing on the experience from other maturity models, we identified a few best practices. Step 3: Calculate the Customer Maturity Index. The process we follow: Group factors by characteristic (Charter, People, Process, technology). Click into picture to zoom in.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ClientSuccess

JULY 23, 2019

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. Join the conversation on our LinkedIn CSM from the Trenches group page. ——————————————————————————————————–. Want to share your mentor advice?

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Alexandra da Silva Rodrigues – Strategical Advisor for Global Contact Centers, Radisson Hotel Group. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Focus groups of buyers and sellers. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Touchpoint survey best practices.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Clarabridge

MARCH 15, 2017

You need to crush contact center silos if you are serious about putting the customer first. Even in organizations with a dedicated Chief Customer Officer, the role of the contact center in the customer experience is sometimes overlooked. Another group may care about social response times.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer First call resolution 53

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. Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 98

Metrics SaaS Surveys Self service 98

ClientSuccess

MAY 15, 2019

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. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45