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.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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

Customer Centric Support

MARCH 6, 2017

For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. It was perfect for my gregarious, people-pleasing personality. Read “Chief Customer Officer 2.0” As it happens, most companies exist to make money.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

Nicereply

OCTOBER 8, 2019

The book is organized into micro-personal-essays, each just a few pages in length. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. However, many customers disagree, and 44% will switch providers at the first instance of bad service. According to the book,

Chief Customer Officer 80

Chief Customer Officer Engineering Best practices Sales 80

Natalie Petouhof

JUNE 4, 2015

Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion… In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

Toister Performance Solutions

OCTOBER 26, 2017

Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. She possesses over 20 years of experience both working in and building world-class operations and extensive experience building and scaling teams in early and mid-stage startups. Automated vs Remote vs In person onboarding?

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. It’s really a growth engine.”.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

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

ClientSuccess

OCTOBER 10, 2018

Customer Success starts and ends with helping others realize value. 2) From : Vic Kasoff , Director of Customer Experience | Company : NarrativeDx | Location : Austin, Texas. It can be exhausting to try and have a “work personality” and a “home personality.” Don’t focus on making your customers happy.

Management 70

Management Chief Customer Officer Best practices Consulting 70

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

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. This allows us to have conversations on how can we make the customer experience better and more successful.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

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

Comm100

SEPTEMBER 22, 2016

As a team leader or manager, you would do well to study the principles of a growth mindset, and apply them to the numerous challenges you face managing staff, customers, and internal operations. Customer Experience 3.0: Chief Customer Officer 2.0: Join author Joseph A.

Customer Service 71

Customer Service Gamification Consulting Consulting 71

SmartKarrot

MARCH 8, 2022

Also, Annette is a distinguished customer success author who has written two books, ‘Customer Understanding: Three Ways Put the “Customer” in Customer Experience’ and ‘Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.’. Ashna Patel. Dana Alvarenga. Erika Villarreal.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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. I completed my engineering in 2001, majoring in Electronics.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

SmartKarrot

JUNE 10, 2020

Follow him to enhance your knowledge especially on Customer Success, Customer Experience and Customer-centric business. #2 Although this blog covers all aspects of customer success, it is mainly focused on churn reduction, revenue expansion and improving customer satisfaction. #3 5 Enlightened Customers.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

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

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. Let’s look at the larger customer journey and reduce the friction upstream and set better expectations to equip customer service for success. That is what led me into customer service and then ultimately customer experience.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. Let’s look at the larger customer journey and reduce the friction upstream and set better expectations to equip customer service for success. That is what led me into customer service and then ultimately customer experience.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. As customers, we want our lives to be improved. and making business personal.

Chief Customer Officer 49

Chief Customer Officer Airlines Customer Service Personalization 49

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Every team that I oversee has a set of metrics that map to the customer experience and outcomes in some way. I will say, if this person is saying, “OK, that’s true.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Kayako

FEBRUARY 13, 2019

Are there aspects of your customer touchpoints which can be tech touch? Perhaps there are activities that need to be executed by a human and if so, can the activity be centralized with one person vs. all your CSMs performing the same action? Are you still onboarding every user/customer with a web-call? Does it exist?

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

Comm100

FEBRUARY 20, 2018

Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. It’s not just companies – studies show that the majority of customers already accept or even prefer Chatbots. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower.

Chatbots 53

Chatbots Contact Center Benchmark Chief Customer Officer 53

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