ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Satrix Solutions

DECEMBER 1, 2020

We started off life here at Waypoint as a consulting company and worked with our clients around change management all the time. TopBox equips those managers with good metrics, the KPIs. We know that process metrics are super important leading indicators to driving the overall outcomes. Steve Bernstein. Is that accurate?

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

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.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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.,

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Director: Customer Success Operations, @netmow, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Amity

APRIL 7, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Step 2: Metrics.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

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. The customer service equivalent could work a few different ways. Strategy #4: Audit your efforts.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

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.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. For example, if your company’s main goal is growth, you should identify key metrics that support achieving higher revenues. Step 2: Metrics.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne. But it’s more than that.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

CustomerSuccessBox

FEBRUARY 27, 2019

For Small Companies: In small companies or in companies where the customer success division is in the early stages, a customer success leader should directly report to the CEO or COO. Should Customer Success report to Sales? Some early stage companies put the customer success department under sales.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

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. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Step 2: Metrics.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

JUNE 21, 2017

Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer. We suggested that this metric is insufficient and a new analysis, CMI, is needed to augment it for it to be useful. And still something was missing.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective. They say executive buy-in makes for an easier road to the happy customer, thanks to allocated budgets and all-round support with resources. Who should own customer experience?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

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.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

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.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClearAction

NOVEMBER 16, 2017

Business ecosystem (= customer experience ecosystem) includes customers, employees, suppliers, distributors, partners, agencies, competitors, rituals (planning, funding, reviewing, rewarding, reporting, communicating, advancement, training) and the logistics and interactions between all these stakeholders and rituals.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Annette Franz. Daphne Lopes. Emilia D’Anzica.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. Up to two additional hours of digital Customer Success consulting. Includes copywriting and one round of edits.

Consulting 98

Consulting Consulting Chief Customer Officer Construction 98

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! Q: Please introduce yourself.

Management 52

Management Upselling Accountability Metrics 52

Education Services Group

APRIL 13, 2020

To help ChurnZero customers who are ready to get started but might not have the team or the bandwidth to do so, ESG’s in-house Customer Success and Marketing teams will help create a custom plan along with production of digital assets. Up to two additional hours of Digital Customer Success consulting.

Consulting 89

Consulting Consulting Chief Customer Officer Construction 89

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. 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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. The Ten Principles Behind Great Customer Experiences by Matt Watkinson. Author John R.

Customer Service 70

Customer Service Gamification Consulting Consulting 70

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. Customer Success Around the Web.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. How can systems and tools empower your customer teams. We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. You have to have Implementation Consultants.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

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. 4 Chief Customer Officer Council.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10