Totango
JULY 15, 2021
The role of a Chief Customer Officer (CCO) is a fairly new addition to the C-suite, but it has been on the rise over the past several years as companies are better understanding the importance of creating a customer-centric culture within their organizations.
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. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer Relationship-Building. Michael Lowenstein, Ph.D.,
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SmartKarrot
JULY 6, 2022
Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years.
SmartKarrot
FEBRUARY 22, 2022
As a Chief Customer Officer, you need your team to understand your customer success goals and work in alignment with the strategies developed by you. Have individual goals for each customer success professional in place.
SmartKarrot
JANUARY 7, 2022
This is the age of the customer where we are living in. While making the purchase decision, customers are now looking for positive experiences over price. . But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?
SmartKarrot
FEBRUARY 25, 2022
This is undoubtedly the age of the customer. Being customer-driven and data-driven is important. A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company.
ClearAction
APRIL 29, 2020
VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. Anything mis-aligned from the top will undermine your customer experience goals.
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. Marketing professionals think of customer experience in terms of their deliverables: the user experience of websites, campaigns, events, research, content, social media, and so forth. How Customers Think of Customer Experience.
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. Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.
CX Journey
FEBRUARY 8, 2017
One of the questions that Scott asked me during our session is what I'd call the customer experience officer's (CXO's) "first 90 days." He asked me what CXOs would be doing in their early days, and my response, in a nutshell, was around information gathering and education. Given a bit more time to consider it, I would actually put the first 90 days into three phases: info gathering, customer understanding, and strategy development.
Education Services Group
NOVEMBER 8, 2021
The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! It’s here!
Nicereply
MARCH 23, 2021
Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us.
SmartKarrot
MAY 26, 2022
An expert here is the Chief Data Officer or CDO- a person who can create business value by harnessing the various insights provided by data. Encouraging these events improves education on data aspects a lot.
SmartKarrot
FEBRUARY 9, 2022
At such times, CCO is the only leader who has to bear the brunt; after all, customer success is at an adolescence phase! Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . Customer success is a new function.
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.
Education Services Group
MAY 25, 2022
Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . Q: Talking about a “best in class” customer community, what does that look like? CCOs are seeing this as more of an opportunity to scale their Customer Success motion.
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! Because we expect that orientation to benefit the customer and the company, it will require the CCO to be the individual at the leading edge of enabling its realization.
Education Services Group
APRIL 13, 2020
Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. Up to two additional hours of Digital Customer Success consulting.
ChurnZero
JANUARY 13, 2022
As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.
Education Services Group
JULY 21, 2022
Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs.
Education Services Group
APRIL 16, 2021
As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. What is the ESG Customer Success Maturity Model?
JustCall
MARCH 8, 2023
And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry.
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. Staci Satterwhite, Chief Customer Officer, Khoros. Customer Success Around the Web.
ChurnZero
JANUARY 27, 2023
Economy-proofing your Customer Success career with Rod Cherkas Q: As a CS leader, is it more effective to show CEOs your top strengths or that you have a minimum level of competency across all eight areas of the CCO maturity model?
Education Services Group
OCTOBER 28, 2020
Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. The focal point of the Quarterly Business Review , commonly known as a QBR, revolves around the business of your customers, on what can be done to scale the growth of their business.
TechSee
MARCH 7, 2023
Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers.
ShepHyken
NOVEMBER 16, 2018
Today, a typical customer expects a prompt response and fast service from any business. Customers are connected. This implies we blossom with being dynamic and educated on the web, and ExactTarget Marketing content confirmed this from a research they did, whereby 91% of purchasers demonstrated that access to content across all gadgets was imperative. Are you doing what’s necessary to use innovation and handle the educated customer?
ChurnZero
MAY 17, 2022
WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership.
ChurnZero
JANUARY 13, 2023
However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. What other changes are coming down the pike for Customer Success? 6.Organizations tap into customer feedback for free market research.
Beyond Philosophy
OCTOBER 21, 2021
We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. I am also disappointed in the frequency of bad experiences I have had lately, despite the focus on Customer Experience.
ChurnZero
APRIL 27, 2022
As a customer, how do you decide whether a business has earned your loyalty? As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Your customer has seen the product’s value.
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. Amanda Binns – Senior Vice President, Global Customer Success, Pixalate.
ClientSuccess
NOVEMBER 2, 2020
As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available.
ChurnZero
JANUARY 10, 2020
As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .
ChurnZero
FEBRUARY 1, 2019
At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. There are Customer Success leaders out there who are always looking at things a little differently, who are ahead of the curve and who are continually learning and pushing innovation. Customer Success Around the Web.
ClientSuccess
NOVEMBER 20, 2020
Whether you’re looking for networking opportunities, product recommendations and education, or thought leadership and education, conferences are a great way to achieve just about any of these goals. Digital Customer Experience Virtual Summit – [link].
Beyond Philosophy
APRIL 14, 2015
Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them. Keep track of how much time is devoted to Customer issues in meetings. If you don’t see Customers there, they didn’t make the cut.
ChurnZero
FEBRUARY 23, 2023
Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Customer Loyalty
Enghouse Interactive
JULY 15, 2020
Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience. So, when taking customer service decisions, imagine your mother as your customer.
Mindtouch
APRIL 17, 2017
We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. The TOP 100 Customer Success Strategists list is frequently updated and always evolving. Outstanding Customer Success Strategists. Adam Waid , Salesforce, Director of Customer Success, @adamwaid, LinkedIn.
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