Beyond Philosophy

APRIL 14, 2015

Keep track of how much time is devoted to Customer issues in meetings. When a one-hour meeting spends five minutes or less on Customer issues and the other 55 minutes on sales, marketing, product development, and operations (with no mention of Customers at all), then it’s not a priority. Please click here to learn more.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Yaniv Masjedi is the Chief Marketing Officer of Nextiva.

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Embrace customer lifetime value.

Marketing 61

Marketing Customer centricity Big data Finance 61

Vcaretec

JUNE 6, 2022

Join Shep’s 71,000+ followers on Twitter and subscribe to the Shepard Letter for weekly customer service tips. vcare-expert-anna-sabryan Anna Sabryan : Anna is an experienced social media and modern marketer at Oracle who blogs about the digital customer service and customer experience.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

Customer centricity 77

Customer centricity Chief Customer Officer CRM Sales 77

CSM Magazine

NOVEMBER 6, 2016

How could they steal market share? The answer, of course, was great customer service. The journey to customer and revenue retention. New technology such as text analytics is also supporting these customer-centric people in their challenge. What could they offer over and above their competitors?

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

PeopleMetrics

MAY 24, 2018

It is also relevant for anyone who is interested in CX or wants to learn more about how customer feedback can be used to drive business results. Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. Sean holds a Ph.D.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

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

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Leadership roles – including your directors, vice presidents, chief customer officers – have a huge influence on the effectiveness of your software adoption initiatives.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The challenge is that growth through retention and loyalty requires “strong customer relationships.” The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The challenge is that growth through retention and loyalty requires “strong customer relationships.” The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Amity

FEBRUARY 6, 2019

Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Communication.

Management 71

Management Chief Customer Officer SaaS Accountability 71

Help Scout

APRIL 29, 2021

Make customer service part of company goals and vision: Review your company goals, objectives, and vision to ensure that your commitment to customer service is reflected in them. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

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.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. It’s the amount of revenue your business will make from a customer over their average lifetime as a customer. It begins the first time a customer interacts with your brand.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

AUGUST 21, 2020

Not only with their customers feeling pressure to show ROI and deal with a struggling economy, but also their leaders will depend on them to shore up the health of the company’s financials. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales Marketing 84

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. Use this as a framework; but your market and product context should modify your application. . You might be asking yourself: what is a Play?

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

Amity

JUNE 3, 2016

Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. Communication.

Management 68

Management Chief Customer Officer SaaS Accountability 68

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. The Customer Success leader perspective: how to encourage the adoption of Customer Success software Implementing change requires the balancing of bottom-up and top-down approaches. Does your chief marketing officer let their marketing team not use email marketing tools?

CRM 52

CRM Chief Customer Officer SaaS Morale 52

Squelch

OCTOBER 25, 2019

Well, just as today’s companies must consider the experience of customers across all interactions, we wanted to ensure a positive experience for conference attendees. Of course, the true win took place after the putter was set aside and our team members had the opportunity to talk one-on-one with attendees.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. The rising prominence of Customer Success is the result of it being the central business driver of growth and profit.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

CX Journey

JUNE 14, 2017

Market yourself. 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. Put yourself out there. Get your voice and your expertise heard. Attend webinars.

Chief Customer Officer 57

Chief Customer Officer Education Consulting Consulting 57

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ChurnZero

DECEMBER 2, 2021

“I’ll talk to Customer Success leaders and they’ll say things like ‘I’ve got a new CEO and I need to find out what they think about Customer Success.’ Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. I think that’s the wrong approach.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Focus on making them successful. And understand the difference.

Management 70

Management Chief Customer Officer Best practices Consulting 70

Squelch

JULY 23, 2019

Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. They started measuring each aspect of their marketing and sales efforts to determine how much a lead costs and how many leads are needed to translate into a qualified opportunity versus a qualified sale.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

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

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Squelch

JULY 23, 2019

Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. They started measuring each aspect of their marketing and sales efforts to determine how much a lead costs and how many leads are needed to translate into a qualified opportunity versus a qualified sale.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

Amity

MAY 27, 2014

Over the course of the last 12 months, I’ve done regular Google queries on “customer success manager” and the number of jobs on LinkedIn continues to increase – did you know that there are over 16,000 today? That is a lot of companies likely looking to solve the same problem you are by staffing a customer success team.

SaaS 48

SaaS Chief Customer Officer Sales Management 48

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. For example, when I worked at Payfirma, the customer support team was put in charge of reducing churn.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

CustomerSuccessBox

JUNE 7, 2022

So we talked about this at the beginning with, you know, onboarding, post onboarding, and then, you know, when customers exit, those are two very obvious places to get deep information that you can then, uh, make changes on. The other thing of course is throughout the journey. So it’s all three. Absolutely.

Management 52

Management Surveys Chief Customer Officer Metrics 52