ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s Lynn Hunsaker. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Reducing churn is at the forefront of all marketers’ minds. With a dashboard that shows customer health and the opportunity to automate alerts, teams can improve customer retention rates exponentially.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

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

CSM Practice

DECEMBER 7, 2020

The firm selected board members with the goal of bringing distinctive customer success perspectives from a variety of market segments. Our client companies have seen the benefits of implementing CSM Practice’s proven and unique customer success methodologies.”.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one. Go big on customer retention.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. This is a much better way to view customer complaints, right?

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Yaniv Masjedi is the Chief Marketing Officer of Nextiva.

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 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

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Align customers’ end-to-end journey and your value proposition.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Market research & trends, best practices, tech.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

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.,

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Fonolo

JANUARY 14, 2020

Despite being relatively new to the industry, Helpscout has quickly become a reliable resource for customer experience professionals. As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. It’s no wonder, then, that the company plays generous host to a resourceful blog emphasizing all things customer service. On the agenda?

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Calabrio

JULY 26, 2017

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships?

Chief Customer Officer 49

Chief Customer Officer Customer retention Sales Metrics 49

C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

Customer centricity 77

Customer centricity Chief Customer Officer CRM Sales 77

Amity

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. Abby Hammer , Chief Customer Officer , ChurnZero .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

JANUARY 4, 2019

But perhaps more importantly, when customers are more self-sufficient, they also are better equipped to know what is possible with your software and use it more often and use more of it. “– Bill Cushard, Director of Marketing, ServiceRocket. Begins in pre-sales to help ensure success factors are established during the sales process.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. Interview Date: July 18, 2020. But most and foremost after Covid-19, we see a great hit. That was critical.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Squelch

JULY 23, 2019

With the growth of SaaS, companies shifted their sales models and began to figure out the break-even point for customers. Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. In a nutshell, that’s how the field of customer success was born.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Education Services Group

APRIL 16, 2021

Customer segmentation influences everything from how well you allocate your CS resources to whether or not your customers renew. If your customers are properly categorized, Customer Success costs actually go down and, over time, sales and marketing costs will decrease as well. Engagement Model.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

ChurnZero

JANUARY 4, 2019

But perhaps more importantly, when customers are more self-sufficient, they also are better equipped to know what is possible with your software and use it more often and use more of it. “– Bill Cushard, Director of Marketing, ServiceRocket. Begins in pre-sales to help ensure success factors are established during the sales process.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

DECEMBER 12, 2023

Bhumika sheds light on the common amalgamation of Customer Support with Customer Success, often resulting in a unified Customer Experience function. She warns against misinterpreting roles, as customer support tends to be more reactive, while customer success requires a proactive approach.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer retention Consulting 10

CSM Magazine

DECEMBER 20, 2016

The not-that-simple one is that customer experience is in essence cross-functional, so assigning the mission to anyone biased to a particular corporate domain (marketing, sales, operations, etc.) They need not, for they all know and easily agree with it – at the end of the day, customers are their revenue-generating audience.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Squelch

JULY 23, 2019

With the growth of SaaS, companies shifted their sales models and began to figure out the break-even point for customers. Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. In a nutshell, that’s how the field of customer success was born.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

Taylor Reach Group

APRIL 25, 2018

Come to Lego to learn and see how they provide global customer support an a daily basis – and how they have ingrained a culture of customer support into their processes and training. We will also show you how knowing the demographics of your customers can be the building blocks to superior sales and service.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62