Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious.

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Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

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Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

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ClearAction

MAY 29, 2016

Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience. Customer success managers, predictive analytics , content marketing, and digital marketing can educate customers in the right ways at the right times, from their viewpoint.

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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.

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CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0: Customer rooms allow them to.

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ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

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Education Services Group

OCTOBER 28, 2020

Always look at the bigger picture and assess the situation and the status of your customers to clearly identify what they really need in order to achieve their goals and desired outcome for their business. Since 2013, Irit has been pivotal in shaping Customer Success best practices. About the Guest Contributor.

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Education Services Group

NOVEMBER 8, 2021

55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year. Another pleasant surprise for our Customer Success experts was the growth in the role of the Chief Customer Officer (CCO) and the number of CS organizations that are led by VPs and above.

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ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education. Such days are waning.

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SmartKarrot

DECEMBER 12, 2023

The Evolution of Customer Success in the Tech Ecosystem Rohan and Bhumika delve into the changing landscape of Customer Success over the past few years. Bhumika acknowledges a shift in focus as businesses recognize the importance of customer retention in the face of a challenging market.

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Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. CEO - C hief Customer Office Council. Andrew Rhodes.

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ChurnZero

JANUARY 15, 2021

Having the ability to tailor an onboarding experience for each customer’s needs and context is more memorable and more helpful to the customer in enabling them to be successful using your software compared to merely inserting their name into a generic welcome guide. Bigger budgets for Customer Success.

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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.

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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 . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

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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.

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ChurnZero

MARCH 3, 2020

ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse is dedicated to providing in-depth education and networking for anybody working in a post-sale, customer-facing role. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

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ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education. Such days are waning.

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Taylor Reach Group

APRIL 25, 2018

Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. This will bring together the biggest thought-leaders across industries to focus on many different facets and functions involved in the design, communication and implementation of best-in-class customer experience.

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Education Services Group

APRIL 16, 2021

And TSIA agrees that a fundamental building block of Customer Success is having a proactive CS leader reporting to a higher-level executive team, ideally one in charge of customer growth like a Chief Customer Officer.

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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.

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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.

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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. Emilia D’Anzica.

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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.

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Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. .

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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.

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ChurnZero

FEBRUARY 11, 2022

But Michael finds many customer success leaders default to playing defense. “I I talk to customer success leaders and they’ll say things like ‘I have a new chief customer officer or a new CEO and I need to find out what they think about customer success,’” says Michael. Education breeds confidence.

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Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

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ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. You need to take on that education piece so that you are helping cultivate an entire organization that understands the purpose of this new department. Customer Success Around the Web.

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Netomi

JANUARY 5, 2022

Flavio is the VP of Operations and Customer Support at DigiCert, Inc., DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. His focus is on helping teams leverage technology with the special human factor to create exceptional and memorable customer experiences. Flavio has a B.S.

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Education Services Group

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero.

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Customer Guru

DECEMBER 13, 2017

Let me also share a video from McKinsey & Company where Kevin Neher, Principal at McKinsey, talks about the value of improving customer experience. The value, of course, is many folds but returns take time because customer experience is a cross-functional discipline. Ultimately, what gets measured gets improved! What will I do?

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ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning.

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SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The leader adapts the company with the customer in mind. Concluding Thoughts.

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SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The leader adapts the company with the customer in mind. Concluding Thoughts.

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Customer centricity Chief Customer Officer SaaS B2B 10

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning.

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