CX Journey

JUNE 14, 2017

Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. Take a course with one of CXPA's Authorized Resource & Training Providers. You will be a coach, a trainer, a teacher, a communicator, a salesperson, and an advocate.

Chief Customer Officer 57

Chief Customer Officer Education Consulting Consulting 57

SmartKarrot

JANUARY 5, 2022

Irit is an immaculate Customer Success Strategist who balances strategic thought-leadership with hands-on tactical management to create rapid results. She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

JUNE 10, 2020

In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. This is one of the most followed blogs on Customer Success. 3 Success Coaching. 4 Chief Customer Officer Council. 5 Enlightened Customers. So, here they are.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

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. Irit Eizips: (01:16) If you look at the industries and all the businesses dealing with customers, everybody is affected very differently.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Upselling Accountability Metrics 52

Netomi

JANUARY 5, 2022

A former CEO group leader, and executive coach with the world’s largest chief executive organization, David has worked with thousands of CEOs and business leaders on their business brand, customer experience, and competitive advantages. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Is this dashboard for a specific customer? Let’s set that threshold.

Metrics 98

Metrics SaaS Surveys Self service 98

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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. How do we contact existing accounts who have never had a Customer Success Manager and have been using the tool for six months? I believe that the best leaders are coaches.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Is this dashboard for a specific customer? Let’s set that threshold.

Metrics 52

Metrics SaaS Surveys Self service 52

Kayako

FEBRUARY 13, 2019

Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Are you still onboarding every user/customer with a web-call? You should enable their ability through coaching and call reviews to ensure they are engaging in high quality touchpoints. If so, why?

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

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: Courses & Certifications / Training. A definite yes to this!

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

CX Global Media

JULY 10, 2019

Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. For Lynda.com, Leslie’s author of three customer service writing courses. Senior Vice President, Global Customer Service, Travelzoo.

Contact Center 120

Contact Center Morale Coaching Analytics 120