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

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.” . Crypto is not just a technology, it’s a movement. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Anastasia. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. These technologies are at an early stage of development but maturing quickly, and the sky’s the limit on what it can do.

Chief Customer Officer 98

Chief Customer Officer Sales Customer centricity SaaS 98

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

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Join this webinar to learn: Who is implementing customer health scoring in their organizations.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

CustomerSuccessBox

MARCH 2, 2022

Senior Customer Success Manager Salary: With around 5-6 years of experience, a candidate gets the position of a senior Client Success Manager or Senior Customer Success Manager. He must have leadership and feedback-giving skills with other skills to manage the team. Chief customer officer. 1,12,90,621/ year.

Chief Customer Officer 52

Chief Customer Officer Enterprise Metrics SaaS 52

ClearAction

MAY 26, 2023

Every growth effort and every efficiency effort can be greatly improved by customer insights guidance. Data mining technologies abound, and this should be your top interest in CX tech investment. Ask : First, make full use of Almost-Free VoC (voice of the customer). This goes well beyond ratings and scores.

Chief Customer Officer 62

Chief Customer Officer Enterprise Big data Customer centricity 62

ChurnZero

MAY 17, 2022

EY, TrustRadius, G2, SIIA CODiE, and APPEALIE have recognized ChurnZero’s platform, team, and customers in areas ranging from technological innovation and customer success services to the strategic vision of its senior leaders. ChurnZero has quickly become one of Washington, D.C.’s

Chief Customer Officer 52

Chief Customer Officer SaaS Education Technology 52

Beyond Philosophy

MAY 31, 2016

When examining the leverage employees can exert on customer states of mind, a few companies have learned that employees loyal to the company are also loyal to its brands—and are more likely to act as ambassadors in creating customer commitment and advocacy.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Callminer

FEBRUARY 4, 2021

Call analytics can often identify keywords and phrases that a customer may use when they are vulnerable so that agents know what to look out for and when to be on the alert when they hear the customers use certain keywords. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. ” What role will AI and new technologies play in customer success in 2024?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Team Building for Customer Success – Find out how to develop your CS team building skills.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. 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

ClientSuccess

JULY 23, 2019

From : Natalie Williams ; Director, Customer Success. Company : SmashFly Technologies. What is one important lesson you learned in your early customer success days that has had a positive impact on your career? Be resilient in your desire to help customers achieve success. Let’s get started with this week’s post!

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Eptica

NOVEMBER 8, 2017

There are multiple aspects to this, from making a customer focus part of your company vision and objectives, prioritizing it in recruitment and training plans, implementing technology and processes to support it, and even linking customer centricity to company bonuses. So you can’t stand still.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . But my answer to that is, from a technology standpoint, it’s pretty easy to do both, the question is a strategy question. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

ChurnZero

AUGUST 23, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis).

Chief Customer Officer 56

Chief Customer Officer B2B Marketing Feedback 56

CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. How did Glint manage to get customer feedback? Glint implemented a closed-loop feedback approach.

Journey mapping 59

Journey mapping Customer Experience Management Chief Customer Officer 59

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. Adapt quickly from ongoing feedback loops after you launch it.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

CSM Magazine

NOVEMBER 6, 2016

The journey to customer and revenue retention. In recent years, increasing competition and the advent of new technologies have given rise to growing customer expectations, meaning the importance of customer service in business is more important than ever. But how do we prove this?

Chief Customer Officer 55

Chief Customer Officer Customer retention Customer centricity Analytics 55

ProProfs Blog

DECEMBER 7, 2018

Always respond to all feedback on Social Media within minutes, negative and positive since this will announce to the world, you address issues quickly. Be prompt to deliver and respond back to all feedbacks and queries to keep your customers delighted this season. Respond or risk a poor customer experience. Tweet this.

Customer Service 145

Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Shows customers you’re serious in acting on their feedback: improves survey response rates.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ChurnZero

NOVEMBER 1, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis).

Chief Customer Officer 40

Chief Customer Officer B2B Marketing Feedback 40

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I think another challenge is capturing and quantifying the impact of customer emotion. Right now, it’s mostly about getting feedback from customers in the form of survey data.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Pointillist

MAY 19, 2020

Without those resources, CX leaders cannot invest in the technology necessary to better optimize journey management or measure customer experiences. For customer experience professionals, three of the top five high-priority KPIs are NPS ® (62.7%), CSAT (54.2%) and CES (30.9%).

Management 94

Management Analytics Journey mapping Customer centricity 94

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. Shows customers you’re serious in acting on their feedback: improves survey response rates.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. Ask CSMs for feedback as new procedures and content is rolled out. Trial internal processes.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

Eptica

MAY 30, 2018

That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. More and more companies are employing senior heads of customer experience, such as Chief Customer Officers – and 50% of these report directly to the CEO.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

ChurnZero

FEBRUARY 23, 2023

Some customer loyalty metrics worth considering are: Net revenue retention (NRR); Health scores ; Engagement rates; Referrals and or references; and Net Promoter Scores (NPS). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

Some customer loyalty metrics worth considering are: Net revenue retention (NRR); Health scores ; Engagement rates; Referrals and or references; and Net Promoter Scores (NPS). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

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

Squelch

MAY 17, 2019

Conversations, Connections, and Customer Service In a session titled “Conversations, Connections, and Customer Service,” Bumble’s Head of Creative Erin Foster explained that companies are in a particularly vulnerable position today because of customers’ ability to post anything about your company online.

Chief Customer Officer 40

Chief Customer Officer Best practices Feedback Marketing 40

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

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 . Companies apply the golden rule of business to customers and employees. . CS brings focus to their purpose. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40