ChurnZero

FEBRUARY 17, 2022

And the reality is, it doesn’t matter if we are talking about adopting a new email client, a new Customer Success software, a new CRM, a new HR portal—heck, even an unexpected update to your favorite web browser can create adoption paralysis. Trust me on this one, your CRM is not enough. No one will ignore this!

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

Mindtouch

APRIL 17, 2017

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

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

C3Centricity

MAY 11, 2020

The CEO needs to ask the awkward questions to ensure everyone is embracing a customer-first strategy. CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet. As mentioned above, everyone has a role to play in satisfying and delighting the customer. What would our customers think of the decision we just made?

Customer centricity 77

Customer centricity Chief Customer Officer CRM Sales 77

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. Recognize that customer churn is a lagging indicator.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

FEBRUARY 17, 2022

And the reality is, it doesn’t matter if we are talking about adopting a new email client, a new customer success software, a new CRM, a new HR portal—heck, even an unexpected update to your favorite web browser can create adoption paralysis. Trust me on this one, your CRM is not enough. No one will ignore this!

CRM 52

CRM Chief Customer Officer SaaS Morale 52

Fonolo

JANUARY 14, 2020

Despite being relatively new to the industry, Helpscout has quickly become a reliable resource for customer experience professionals. As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. You may not know this yet, but Intercom will make you rich (with information, at least). On the agenda? Blake Morgan.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Mindtouch

APRIL 23, 2018

And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. These give us the why , how , what , and where your customers are looking to be served. Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

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

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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

Natalie Petouhof

JUNE 4, 2015

Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration. ” Engineers, marketers, Customer Service Professionals can guess what is making the customer happy- DRIVING THAT CUSTOMER EXPERIENCE or they can use these technologies available to drive better business.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

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. The simple answer is – everyone.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Taylor Reach Group

APRIL 25, 2018

Come to Lego to learn and see how they provide global customer support an a daily basis – and how they have ingrained a culture of customer support into their processes and training. We will also show you how knowing the demographics of your customers can be the building blocks to superior sales and service.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

ChurnZero

JANUARY 15, 2021

We asked Customer Success experts to share their industry predictions for the year ahead. Remco de Vries , Vice President of Marketing, inSided. Customer Success will transcend the bottom of the funnel. More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

Amity

JULY 28, 2014

And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company. Increase cross-selling and up-selling (32%).

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

Amity

JUNE 28, 2017

This post will explain how to calculate a CMI, how to design a comprehensive framework to combine the insights from CHS and CMI, and how to develop playbooks to address customers’ needs based on them. The data is external to you (it assesses your customers). A Framework to Calculate CMI.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Dave Jackson. Jeanne Bliss.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

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. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 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! Absolutely. go, um, I think the.

Management 52

Management Upselling Accountability Metrics 52

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. When you have a dedicated customer success team, you are empowered to focus on building one-on-one relationships with customers. Leverage CS to Increase Sales.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

Vistio

MAY 28, 2022

Customer success is really it’s a methodology that companies should adopt, but it’s also a function within a lot of our companies these days. And it can be obviously the phone system that they’d use, their CRM. I definitely think a really solid ticketing system that’s well connected with the CRM.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

DMG Consulting

DECEMBER 7, 2021

Contact centers need to undergo the following transformations to position themselves to enhance the brand they represent: From cost center to profit center – Sales and collections departments are profit centers, as their primary function is revenue generation. It’s Time to Transform.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

Peter Lavers

MAY 24, 2018

It’s also vital to recognize the complementary roles of all the different channels in the customer experience – the digital experience is often a key influence even if the sale happens elsewhere. Disparate and disconnected data, content and systems have been one of customer experience’s biggest enemies! See [link].

Chief Customer Officer 113

Chief Customer Officer Marketing Customer Experience Management 113

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I understood that the small things matter to customers the most.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Mindtouch

AUGUST 21, 2019

A customer support agent, for example, needs access to the right information that enables them to quickly deliver the best solution to the customer. This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. Personalization and permissions.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Vistio

JANUARY 13, 2022

I think that’s going to be what I’m going to be jumping into, but of course, doing some of the marketing still in terms of the thought leadership, speaking and writing. There’s the CRM there. I feel like that’s still such a gap for most organizations, that centralized voice of customer or capability.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I think that’s going to be what I’m going to be jumping into, but of course, doing some of the marketing still in terms of the thought leadership, speaking and writing. There’s the CRM there. I feel like that’s still such a gap for most organizations, that centralized voice of customer or capability.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. I'm also concerned about a) it's a poor diagnostic, b) it turns a customer's story into a number, and c) that the arguments for Customer Effort Score also have merit. Sue Duris Customer Experience and Digital Marketing Consultant. blog linkedin twitter Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

Netomi

JUNE 18, 2023

Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

Answer Dash

APRIL 16, 2019

“Customer experience professionals often strive to fix everything for every single customer,” observed Diane Magers, formerly with Office of the Customer at AT&T. “At At another company, the sales reps were using the same service model, services set and pricing structure for everyone,” Magers recalls.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76