Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ChurnZero

MAY 20, 2021

If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. You will struggle to find Customer Success leaders If you need to hire a Director, VP, or Chief Customer Officer, get started early.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ChurnZero

JULY 9, 2020

At ChurnZero, we created our Admin Academy – a series of live, recurring webinars – to give customers the knowledge and skills they need to configure ChurnZero. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Another recommendation I’d give is to learn your audience and evaluate customers for the right level of engagement.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Vistio

MAY 28, 2022

So I think it’s really important that there’s a person in an organization or a function in an organization that helps drive that cohesiveness across the board. This is a personal opinion that I think we often overload our agents with the technology that they have to use in order to properly execute a call. Those are great.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

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. Educational Programs: Programs and events about group problem solving, design thinking, hackathons, and such exercises can help improve the educational level in the organization.

Education 10

Education Analytics SaaS Surveys 10

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? Involve Product.

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. The day in the life of a Customer Success manager. What are some of the metrics that a Customer Success team needs to be aware of?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. The day in the life of a Customer Success manager. What are some of the metrics that a Customer Success team needs to be aware of?

SaaS 52

SaaS B2B Upselling Metrics 52

Lumoa

APRIL 24, 2018

NPS is a combination of two things: a measure of my personal satisfaction with a particular product or service AND whether or not I want to then recommend it to someone else. Customer Hub linkedin twitter Why? When leaders overfocus on the score, NPS can become a frustrating corporate goal setting exercise.

Consulting 135

Consulting Consulting Metrics Feedback 135