ChurnZero

APRIL 27, 2022

In this stage, you optimize the value your customer has already recognized. You may be able to earn referrals or recommendations from your customers, build case studies for future marketing efforts, and gather other qualifying evidence of value, such as testimonials. Providing onboarding support and customer education.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. The 2020 Customer Success Trends Toolkit. The Human Duct Tape Show Podcast.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. We received overwhelmingly positive feedback last year, so we’re back with another edition – this time even bigger and better!

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

Fonolo

JANUARY 14, 2020

And their mix of fun, quirky illustrations with a great UX, detailed information, and relevant case-studies make it one of our go-to resources. Top Pick: Creating a winning customer-centric marketing strategy. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Enghouse Interactive

JULY 29, 2020

In the latest in our series of guest posts, noted customer experience author and speaker Jeanne Bliss is sharing two of the case studies from her latest book Would You Do That To Your Mother? Jeanne’s second blog looks at why the human touch is a vital part of the customer service process. It just earned J.D.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

ProProfs Blog

JUNE 30, 2020

That’s what Simon Sinek discovered when studying these leaders closely. And who can resist an online quiz with instant feedback?” Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Customer Success Around the Web. To find out who wins, check out the recap.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. Positioning the customer success software for each C-level executive is important. How a client grew revenue?

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

ChurnZero

JANUARY 4, 2019

“Our prediction for the industry over the next year is that more companies will embrace the motto “do less, more often” when it comes to collecting customer feedback. 14.) “While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Kayako

DECEMBER 3, 2015

Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. You know that customer feedback helps build a better product.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

ChurnZero

JANUARY 13, 2022

As a result, Customer Success leaders continue to increase their prominence and power within the organization. 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.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

MAY 1, 2020

Being long-winded will cost you as McCormack cites “delayed decisions, harsh feedback, unresponsiveness, and votes of no confidence” as potential consequences. For instance, let’s say you were selling Customer Success software to your C-Suite. There’s a high price for not being concise. Don’t omit objections.

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

For companies looking to establish a customer-first mindset at their call center, the essential part is to understand the customers in terms of their interests, behavior and needs. A study from NewVoiceMedia indicates that companies lose more than $62 billion due to poor customer service.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

DECEMBER 24, 2020

Implementing a customer contact plan that keeps Arctic Shores close to its customers and provides opportunities to understand their changing needs, pain points and industry trends. Apply here: [link] Role: Customer Success Manager Location: Bengaluru, Karnataka, India Organization: Vernacular.ai Apply here: [link].

Chief Customer Officer 10

Chief Customer Officer Customer retention Accountability Coaching 10

ChurnZero

JANUARY 4, 2019

“Our prediction for the industry over the next year is that more companies will embrace the motto “do less, more often” when it comes to collecting customer feedback. 14.) “While many forward-looking companies already have the leader of Customer Success report directly to the CEO, it is not yet a sure thing.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Amity

JUNE 28, 2017

Your playbooks : a) Engage the customer to deliver consulting services to them, or b) Engage partners to do the same. High CHS, High CMI (Top-Right: Dark Green): These are your star customers, the advocates, the ones that can provide you with the best feedback on your product and push you to the next level.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. Surveys are highly versatile.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Beyond Philosophy

MAY 12, 2021

We invited Nancy Porte, Vice president of Global Customer Experience Verint and vice-chair of the Customer Experience Professional Association (CXPA) board, to discuss this research on a recent podcast. Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era.

Analytics 221

Analytics Chief Customer Officer Technology Surveys 221

CSM Magazine

AUGUST 11, 2021

To this last point, results from a recent survey show that 83% of respondents believe that managing the entire customer journey, from acquisition to loyalty, is a top priority in 2021 — likely because great CX translates to customer loyalty, increased revenue and improvements in other top business objectives. Achieve CX nirvana.

Chief Customer Officer 59

Chief Customer Officer Feedback Consulting Consulting 59

Netomi

FEBRUARY 28, 2022

Listening to customer feedback is also essential, she stressed, “we are constantly increasing the number of channels and ways to get feedback.” . Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Eptica

NOVEMBER 8, 2017

This can cover everything from analyzing customer satisfaction levels for different parts of the journey , gathering employee feedback to learn where improvements are needed, complaints monitoring to identify pain-points, competitor tracking and gathering business intelligence about market innovation and trends.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ClearAction

JANUARY 20, 2020

.” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience. Shows customers you’re serious in acting on their feedback: improves survey response rates.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

JANUARY 20, 2020

.” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience. Shows customers you’re serious in acting on their feedback: improves survey response rates.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

Netomi

JANUARY 5, 2022

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Our favorite content from Lincoln : Customer Success Capacity Planning Guide & Calculator. Lynn Hunsaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

APRIL 24, 2018

I would NEVER rely on NPS as the only measurement of customer perception." Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Tracking feedback of any kind helps leaders recognize when things are going well and when they are not. Peter Lavers Customer Experience and CRM Expert.

Consulting 135

Consulting Consulting Metrics Feedback 135

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. It's unlikely that loyalty (i.e.

Customer Experience 97

Customer Experience B2B Management B2C 97

Pointillist

JUNE 5, 2019

High Performers Succeed With a Data-Driven, Journey-based Approach to CX “An understanding of customer feedback doesn’t tell you all you need to know about your customers’ experiences. To get the full picture, you also need to understand actual customer behavior.

Management 89

Management Analytics Metrics Chief Customer Officer 89

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. Be sure to map out your Chatbot’s journey, and make use of customer feedback.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52