Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

JANUARY 26, 2022

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

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. Disney Institute Customer Experience Summit – May 7-9, Anaheim, CA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. I spoke to a director of Consumer Experience at a major California health insurer, who explains, “some companies are further along than others.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

360Connext

MARCH 8, 2018

Jeannie Walters , speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common: a passion for human evaluation of the customer experience.

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

Calabrio

JULY 26, 2017

And, customers are four times more likely to defect if their negative experiences are related to customer experience, rather than price or product quality. Just one dissatisfied customer can influence an entire network of prospective customers. That’s where the Chief Customer Officer (CCO) comes in.

Chief Customer Officer 49

Chief Customer Officer Customer retention Sales Metrics 49

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . As you do that, then you can also look for ways to unify the customer experience by connecting the learning platform, the knowledge base, and the support system like we’ve talked about. Ask them the question.

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Companies apply the golden rule of business to customers and employees. . Random acts of C S won’t suffice.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

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

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team.

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. he has been supporting the customer relationship management professionals and teams for over decades now. Julie Hogan.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Tip: the optimal presentation length is 18 to 20 minutes.).

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

CustomerSuccessBox

JUNE 7, 2022

And then the customer experience isn’t going to be great and then they’ll leave too. And say, you know, wish the customer well, and then reach out in three months and see how things are going. Q: Any tips for CS leaders who want to manage churn/retention? A: I have something called the 25 churn factors.

Management 52

Management Surveys Chief Customer Officer Metrics 52

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

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. Do you even have the renewal date in Salesforce?

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

ChurnZero

APRIL 14, 2023

Product and CS each have insight into one piece of the overall customer experience. Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. They don’t have shared product adoption or customer retention goals. It’s a tactical relationship.

Chief Customer Officer 52

Chief Customer Officer Customer retention Surveys Accountability 52

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