ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. Continuous professional development never ends!!

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 So what can you do to prepare your agents for these types of interactions?

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

Chief Customer Officer 84

Chief Customer Officer Enterprise Management Customer retention 84

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 So what can you do to prepare your agents for these types of interactions?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

According to a major new study by Aberdeen Group, it’s time to unify the contact center with the rest of your enterprise. Your customers aren’t transferred or forced to endure long hold times. Customer retention is higher–the study shows a 9.9 So what can you do to prepare your agents for these types of interactions?

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Many agree that the success of any corporate undertaking in customer experience heavily depends on whether CEOs and other key decision makers (can be board members or other) buy into it.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Education Services Group

APRIL 16, 2021

Not necessarily direct competitors, but this means global Enterprises can see how they stack up against other global Enterprises, and one high-growth startup compared to others in that same category. I’m sure it comes as no surprise to anyone that formulating Customer Success-based metrics is a critical component of effective CS.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

Amity

APRIL 25, 2016

Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. VP of Client Experience - Compellon. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. CSM Corner.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Have case studies that include the benefits of customer success. Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. How a client grew revenue?

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Squelch

JULY 23, 2019

In today’s installment of our Influential Women in CX series, we’re continuing our conversation with Irene Lefton, a customer success executive and evangelist. In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Ashna Patel.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Adding meaningful value to customer interactions.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

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. Andrew Marks.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Squelch

JULY 23, 2019

In today’s installment of our Influential Women in CX series, we’re continuing our conversation with Irene Lefton, a customer success executive and evangelist. In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

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

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Adding meaningful value to customer interactions.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

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

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. So, we needed Customer Success Ops in both segments.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

Management 89

Management Analytics Metrics Chief Customer Officer 89

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: Chief Customer Officer 2.0: LinkedIn Groups.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

JUNE 22, 2020

Role: Customer Success Manager Location: Bay Area, CA or Remote, US. Organization: Gremlin Gremlin is seeking a CSM who can support their Enterprise customers. Monitor customer health and track product adoption through features used. This role reports to the Chief Customer Officer.

Chief Customer Officer 10

Chief Customer Officer Upselling Enterprise Best practices 10