ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

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Chief Customer Officer Consulting Consulting Customer centricity 52

Satrix Solutions

DECEMBER 1, 2020

In this installment on CX best practices, Evan Klein, Founder and President of Satrix Solutions, and Steve Bernstein, CEO and Founder of Waypoint , discuss key ingredients for maturing your customer-centric culture. Steve, what role does company culture play in companies that lead in the area of customer experience? Evan Klein.

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Customer centricity Chief Customer Officer Metrics Accountability 78

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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Chief Customer Officer Enterprise Customer centricity Consulting 250

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer SaaS Education Customer advocacy 53

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

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SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. She is process and culture-driven, building high performing teams.

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Chief Customer Officer SaaS Metrics Education 75

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Customer Success will grow businesses.

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SaaS Chief Customer Officer Metrics Education 52

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

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Customer Experience Chief Customer Officer Customer centricity B2B 79

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

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Chief Customer Officer Sales Customer centricity SaaS 80

ProProfs Blog

JUNE 30, 2020

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. Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies.

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Customer Service Chief Customer Officer Customer centricity Marketing 128

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed.

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Journey mapping Chief Customer Officer Surveys Consulting 40

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Jeanne Bliss.

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Chief Customer Officer SaaS B2B Consulting 21

ClearAction

NOVEMBER 16, 2017

Here are 4 prerequisites to a successful customer experience ecosystem: 1st CX Ecosystem Prerequisite: Understand Your Company’s Whole Ecosystem. As Jeanne Bliss recommended in her book, Chief Customer Officer , know your company’s power core — is it product, sales, marketing, vertical business, IT, customer, or other?

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Customer Experience Chief Customer Officer Customer centricity Airlines 76

SmartKarrot

MARCH 8, 2022

Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz. Annette Franz is the Founder and CEO of CX Journey Inc.

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Chief Customer Officer Coaching Customer centricity SaaS 21

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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Metrics SaaS Surveys Self service 98

SmartKarrot

APRIL 27, 2020

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. One of the most followed newsletters in the Customer Success space, it does a great job of offering you the latest customer-centric growth tips. #2 2 Keep THE CUSTOMER. by Customer Thermometer. 1 SixteenVentures.

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Chief Customer Officer Customer centricity Coaching Metrics 12

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. . . So, when we’re talking about KPIs and metrics everything has to line up to that.

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Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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Metrics SaaS Surveys Self service 52

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. She has also held numerous Interim ‘Head of Customer Success’ roles.

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Chief Customer Officer Education Upselling Customer centricity 17

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

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Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JUNE 10, 2020

This is one of the most followed blogs on Customer Success. He is a leading CS consultant, keynote speaker and an author. Follow him to enhance your knowledge especially on Customer Success, Customer Experience and Customer-centric business. #2 By Customer Thermometer. 5 Enlightened Customers.

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Chief Customer Officer Coaching Customer centricity SaaS 10

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . I’d like to close with thoughts on how best to engage customers as they progress through their journey.

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Surveys Journey mapping Feedback B2B 146

Pointillist

MAY 19, 2020

As organizations align their teams around the customer, developing journey-based roles are growing in importance. As customer demands and goals are evolving rapidly, customer-centric leaders are prioritizing investments in customer analytics and insights to meet their expectations and succeed in a highly competitive environment.

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Management Analytics Journey mapping Customer centricity 94

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. I would NEVER rely on NPS as the only measurement of customer perception."

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Consulting Consulting Metrics Feedback 135

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way.

SaaS 52

SaaS B2B Upselling Metrics 52

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

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Benchmark Surveys Chief Customer Officer Management 69

Comm100

FEBRUARY 20, 2018

Happier agents are also more productive, which means that they can better achieve contact center metrics. Just remember that if you adopt a Chatbot you’ll have to adjust your metrics a bit, to reflect the time that it takes to solve just complex queries). Value in Customer Satisfaction. What is the tracking number for my order?

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Chatbots Contact Center Benchmark Chief Customer Officer 50