Beyond Philosophy

OCTOBER 21, 2021

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

Spearline

JULY 22, 2021

So naturally, achieving that is easier said than done, but the fact remains that satisfaction often drives more revenues than new sales”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. The post Improving your Hybrid CX Strategy appeared first on Spearline.

Chief Customer Officer 52

Chief Customer Officer Telecommunications Contact Center Technology 52

SmartKarrot

SEPTEMBER 10, 2020

When it comes to customer success, there are various roles in an organization. If you have been following SmartKarrot’s blogs then you would find that we have written many blogs on different roles. But this blog is specifically about Chief Customer Officer (CCO). How does the CCO achieve their vision?

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Keep track of how much time is devoted to Customer issues in meetings. 5 Reasons Your KPIs are Hurting Your Customer Experience.

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Chief Customer Officer Customer Care Education Customer Experience 310

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

SmartKarrot

FEBRUARY 25, 2022

This is why more businesses are appointing Chief Customer officers to focus on customers. As per Gartner , 90% of companies now have a CCO with customer experience and success as the core responsibility. In this blog, we attempt to understand evolution, its implications, and whether it will stick.

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Netomi

FEBRUARY 28, 2022

As Strategic Advisor for Global Contact Centers at Radisson Hotel Group, her primary objective is to develop and optimize Radisson Hotel Group Contact Centers to be in line with the company’s strategy, as well as changing market trends and customer expectations. Anastasia Zdoroviak – Director Customer Experience, DoorDash.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Kapta Customer Success

SEPTEMBER 19, 2016

Regularly indulging in rich, high-quality blog content keeps you sharp and current on the latest trends that are transforming the way businesses handle Customer Success. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business. CX Journey. forEntrepreneurs.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? CSM Sentiment – does the customer have at least a 4 out of 5 sentiment score in ChurnZero?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

APRIL 27, 2022

Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. It’s important that you create a definition of value and communicate that to your customer. . Value definition should happen at the point of sale, so the salesperson can set the right expectations.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. Her blog is a must-read for those keen on leadership in customer service, customer listening, and engagement. On the agenda? Blake Morgan.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. When you first got your CS roles, was the strategy already there? In my own experience, the best way to do this was to start with documenting the customer journey from sales order through renewal event.

Chief Customer Officer 103

Chief Customer Officer Accountability Best practices Feedback 103

Mindtouch

APRIL 17, 2017

Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn. Andrew Rhodes , CSM, Practice Director of Customer Success Education, @CookWriteRepeat, LinkedIn. David Cancel , Drift, CEO, @dcancel, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”. Share stories of their success.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Vcaretec

JUNE 6, 2022

Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks. Did you make our list of customer care influencers? I tweet about customer focus, leadership, IT, and tech. Connect: @mikeaoki Roy Atkinson Bio:Sr. Writer/Analyst by trade.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ClientSuccess

NOVEMBER 20, 2020

The top customer success conferences are also great places for CSMs and team managers to workshop with others in the industry and start mapping out strategies for the year ahead. Here are a few must-attend customer success conferences scheduled to take place in 2021: 1. Digital Customer Experience Virtual Summit – [link].

Chief Customer Officer 52

Chief Customer Officer Education Accountability Management 52

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ProProfs Blog

JUNE 30, 2020

That’s the true essence of customer service experience. To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Understand your team members better.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Mindtouch

APRIL 23, 2018

At the Pulse 2018 conference by Gainsight , the conversation moved past how to measure success and onto how to connect your customers’ success to every interaction your company has with them. Having a sound structure to deliver information to your customers is the foundation from which to analyze their behavior.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. CX Strategy and Skills “Then” vs. Now. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

PeopleMetrics

MAY 24, 2018

and Chief Customer Officer 2.0. If you've been collecting customer feedback for a year or so, you'll get strategies for ramping it up. As CEO, he guides the company’s vision and strategy. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

CustomerSuccessBox

DECEMBER 6, 2021

Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. Lincoln Murphy.

SaaS 52

SaaS Customer advocacy Coaching B2B 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. This is an excellent text for all members of all teams to read!

Chief Customer Officer 80

Chief Customer Officer Engineering Best practices Sales 80

ChurnZero

FEBRUARY 17, 2022

Save time by creating a Play in your Customer Success software to automate the creation and scheduling of that recycled email. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Does your vice president of sales let their sales reps not use their CRM?

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. Businesses were forced to wise up to this fact during the pandemic when new sales shriveled. When you’re a small business, 80% of revenue comes from new sales, generally speaking. NRR is your “friend”.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

Amity

MARCH 24, 2016

At the moment, I am overseeing our customer base and the team globally, so it is a big job. We have a plan in place to split the Director role by region as there are significant differences that need to be incorporated into our strategy and processes. How is Customer Success structured at Vend?

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

Mindtouch

AUGUST 21, 2019

Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface. Of course, there is one more “stakeholder” that ought to be in the room for any conversation about knowledge management: the customer. Scalability.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Customer Guru

DECEMBER 13, 2017

Her topmost item in that list is “ CEO’s get more involved in CX Strategy. Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. It is pivotal for an organization to have a holistic view of how each department impacts the customer experience.

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Customer Experience Chief Customer Officer Customer centricity Coaching 119

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. So often we think every customer should be considered against all of the other customers in our base. from surpassing Lifetime Value (LTV)?

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

Natalie Petouhof

JUNE 4, 2015

But it takes investment of people, process, time, and the technology and PASSION at a brand to take this conversation, strategy and tactics on and turn it into a reality. We are out of the hype cycle and need to get down to business using data to make the best customer experiences. Hype doesn’t get you very far.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53