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. “Our More about the event here. You might also like.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

Peter Lavers

JULY 7, 2015

Doug asserts that “building sustainable competitive advantage requires you to review your business models to ensure that the customer is central to its design”. If you “humanise” your company, what type of person would they be? The remaining two sessions covered customer-centric strategy development and the transformational journey.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

Fonolo

JANUARY 14, 2020

Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. The common thread across all of these things is on-target: making it easier and nicer for customers to get things done in their life or business.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

OCTOBER 15, 2021

Abby Hammer, ChurnZero’s Chief Customer Officer, points to ChurnZero’s most recent series B funding round to demonstrate the growing importance of NRR: “In our series A, there were some questions about NRR. A salesperson would never join an organization that doesn’t have a CRM. Want more BIG RYG content? You’re in luck!

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

Amity

JANUARY 30, 2014

New software applications focused on Customer Success will become critical to the success of an organization and will provide a complete 360 view of the Customer and also compliment existing CRM systems. – Paul Chilensky, Former Vice President of Customer Success, Onshift Inc. Standardizing Exceptional Experience.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Natalie Petouhof

JUNE 4, 2015

And if one of those “titles” doesn’t step-up and lead or co-lead with other executives, CEOs will find and hire a Chief Digital Officers or Chief Customer Officers to make it happen. And probably most likely help that person’s career. It is an opportunity, but it is not without risk.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

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.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

ChurnZero

JANUARY 15, 2021

In 2021, organizations will be re-evaluating the operating models and plans for future growth as lockdowns begin to ease, and they have the option to return to in-person work. Bigger budgets for Customer Success. Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Many new hybrid work models will emerge.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Clarabridge

MARCH 7, 2017

Chatbots are a fusion of machine learning and natural language processing which are starting to be a factor in customer service. a personal assistant for those with busy calendars, Royal Bank of Scotland’s Luvo in the financial services industry, and beyond. Today’s chatbots include Operator from the founders of Uber, x.ai

Chatbots 40

Chatbots Customer Service Interactive Voice Response Chief Customer Officer 40

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

JUNE 28, 2017

Your playbooks : a) Define means to increase usage of product, b) Deliver tailored product training, or c) Develop personal relations with executives or working-level customer contacts. The data is external to you (it assesses your customers). Decision : FOCUS ON CHS DRIVERS: What can we do to increase their CHS?

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

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

ChurnZero

AUGUST 23, 2019

I think that the person that owns the revenue number at the executive team level is the one that’s going to be able to get things done the quickest. We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. Don’t do that.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

This interview is with Mike Milburn, Chief Customer Officer of Service Cloud at Salesforce. You meet with customers all the time. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

Vistio

MAY 28, 2022

So I think it’s really important that there’s a person in an organization or a function in an organization that helps drive that cohesiveness across the board. This is a personal opinion that I think we often overload our agents with the technology that they have to use in order to properly execute a call. Those are great.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

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! go, um, I think the.

Management 52

Management Upselling Accountability Metrics 52

DMG Consulting

DECEMBER 7, 2021

Driven by elevated customer and employee expectations, technical innovation, increasing globalization and scale, operational opportunities and the cloud, contact center executives are rethinking their strategies and reimagining the future of these essential customer-facing departments. It’s Time to Transform.

Contact Center 48

Contact Center Chief Customer Officer CRM Cloud contact 48

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. VP of Customer Success : This person oversees the development and implementation of CS strategies, manages the existing customer base, and handles the management and growth of the CS team.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Netomi

JANUARY 5, 2022

Bill’s personal achievements include receiving the Renaissance Hotels General Manager of the Year, Marriott International Leadership Excellence and Sales Excellence Awards, Petoskey Chamber of Commerce Mission Award, and the American Hotel & Motel Association Pearson Award for Excellence in Lodging Journalism. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? To prepare myself in advance, I would go through their profile saved on our CRM to understand them better. It was here that I understood that the small things matter to customers the most. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. There’s the CRM there. I mean, it’s got to come into a really good and effective CRM.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. There’s the CRM there. I mean, it’s got to come into a really good and effective CRM.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

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

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. I am absolutely a huge advocate of operations for Customer Success. Q: How quickly would you build a Customer Success team from one person to many?

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

ClientSuccess

MAY 15, 2019

By making this a focus and priority for the partnership, it almost doesn’t matter how you engage with them, weekly, monthly, in-person or via hangouts, we have something clear we are working towards together. It doesn’t matter whether it’s a CRM system, another tool, or a spreadsheet…just seek to understand what their goals are!

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. What’s critical is the discipline to focus more on engaging customers than to chase a specific score." Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box.

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