ClearAction

JULY 28, 2023

They need to set you up to foster holistic customer focus across the entire organization. If your team is positioned to be an ally to the success of every work group, then they are more receptive to customer insights and engagement in your initiatives. Your CX data must inform your entire organization.

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Customer Experience Chief Customer Officer Finance Customer centricity 62

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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Customer Service Customer centricity Contact Center Consulting 207

Fonolo

JANUARY 22, 2020

Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. Chief Customer Officers USA, Atlanta. Next Generation Customer Experience, Indian Wells. Zendesk Relate, Miami.

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Customer Service Chief Customer Officer Contact Center Call Center 129

Peter Lavers

JULY 7, 2015

“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. The next session covered the vital importance of taking a systemic approach to customer management to ensure end-to-end integration. Some managers see it as bad!

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Customer centricity Chief Customer Officer Banking Automotive 150

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

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Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success Managers who do it all.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin.

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Contact Center Chief Customer Officer Employee engagement Call Center 120

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Bruce is widely regarded as a customer experience visionary.

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Customer Experience Chief Customer Officer Consulting Consulting 130

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

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Customer centricity Chief Customer Officer Metrics Enterprise 62

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.,

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Chief Customer Officer Enterprise Customer centricity Consulting 250

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. .

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Chief Customer Officer SaaS Customer retention Engineering 52

Mindtouch

APRIL 17, 2017

Ajay Agarwal , Bain Capital Ventures, Managing Director, @ajay_bcv, LinkedIn. Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Carsten Thoma , SAP, President CEC, @CarstenThoma, LinkedIn.

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Chief Customer Officer Education Consulting Consulting 91

Taylor Reach Group

MARCH 8, 2021

Here at The Taylor Reach Group, for example, we are often called in to complete Strategic Assessments, where we analyze all aspects of a contact center and make a significant number of transformational recommendations within our four pillars of People, Process, Technology and Methodology. Just CLICK HERE to schedule a free consultation.

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Consulting Consulting Contact Center Chief Customer Officer 100

CustomerSuccessBox

JUNE 7, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! A: Everybody. Absolutely.

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Management Surveys Chief Customer Officer Metrics 52

AskNicely

NOVEMBER 20, 2018

So who manages the millions upon millions of daily transactions? Debitsuccess , a part of Transaction Services Group, is a full-service direct debit payment processor. With this in mind, they carefully segment their feedback responses based on customer profiles. Debitsuccess, for one.

Chief Customer Officer 60

Chief Customer Officer Feedback Coaching Call Center 60

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. To address the growing vulnerability in call center customer bases…”.

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Call Center Contact Center Finance Consulting 345

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. • LinkedIn Groups. There are many Customer Success groups on LinkedIn.

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Chief Customer Officer Customer retention SaaS Best practices 56

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers. Let’s get started!

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Management Chief Customer Officer Best practices Consulting 70

ChurnZero

JANUARY 3, 2020

The two scores combined to give ChurnZero an overall score of 95, beating out the next highest Customer Success provider by 16 points. It’s extremely exciting that our customers’ reviews have propelled us to a category leader” said ChurnZero’s Chief Customer Officer, Abby Hammer.

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Chief Customer Officer B2B Marketing Technology 69

ijgolding

JULY 9, 2018

Some say the correct answer is ‘Customer Service’ Some say ‘with the CEO’ Some might say under the responsibility of a ‘Chief Customer Officer’, or a ‘Chief Experience Officer’ Others might say ‘Marketing’ The debate rages on globally – is there a right answer to the question?

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Marketing Chief Customer Officer Consulting Consulting 59

Quadient

JULY 17, 2017

Our new eBook "The Rise of the Customer Experience Executive", authored by CX expert, Annette Franz, features exclusive interviews with 5 Chief Customer Officers across the globe. Having to align customer priorities. Setting the customer-centric focus in motion wasn’t the challenge. Sustaining it was.

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Chief Customer Officer Customer centricity Customer Experience Marketing 52

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. You might also like.

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Enterprise Chief Customer Officer Customer centricity Accountability 48

ChurnZero

AUGUST 23, 2019

The two scores combined to give ChurnZero an overall score of 94, beating out the next highest Customer Success provider by 29 points. We’re driven every day to get better through authentic, unbiased customer feedback,” says Abby Hammer, ChurnZero’s Chief Customer Officer. “G2 Headquartered in Chicago, G2.com

Chief Customer Officer 56

Chief Customer Officer B2B Marketing Feedback 56

ChurnZero

AUGUST 11, 2020

The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1. Just like in the first wave, your customers’ lives will be turned upside down once the next wave hits. Train to Listen.

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Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

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SaaS Chief Customer Officer Surveys Feedback 52

ClearAction

DECEMBER 5, 2023

For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management. As changes happen, communicate proactively to manage expectations. Does it cost you when you reduce value to customers?

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Metrics Chief Customer Officer Customer retention Strategic Value 62

Amity

JANUARY 22, 2014

If not, you can find inspiration from members of the Customer Success Meetup group. Regardless of whether they are a “one woman team” or lead a large department, our panelists continue to evolve the role of customer success as they acquire more customers and lines blur between sales and professional services.

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Chief Customer Officer Sales Customer Care Surveys 48

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group.

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Feedback Chief Customer Officer Best practices Consulting 54

Education Services Group

NOVEMBER 8, 2021

55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year. Another pleasant surprise for our Customer Success experts was the growth in the role of the Chief Customer Officer (CCO) and the number of CS organizations that are led by VPs and above.

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Chief Customer Officer Finance Surveys Sales 52

ChurnZero

NOVEMBER 1, 2019

The two scores combined to give ChurnZero an overall score of 96, beating out the next highest Customer Success provider by 25 points. We’re driven every day to get better through authentic, unbiased customer feedback,” says Abby Hammer, ChurnZero’s Chief Customer Officer. “G2 Headquartered in Chicago, G2.com

Chief Customer Officer 40

Chief Customer Officer B2B Marketing Feedback 40

Netomi

APRIL 27, 2022

Customer experience (CX) is now more important than ever, and even the White House is taking note: in a move to fix federal customer experience, the Office of Management and Budget will conduct research to better comprehend how people wish to deal with the government at various critical points in their lives.

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Chief Customer Officer Customer advocacy Engineering Technical Support 52

Customer Guru

MARCH 15, 2018

Stefan Michels, Director Customer Service and Experience, QVC – an American cable, satellite and broadcast television network, and flagship shopping channel specializing in televised home shopping that is owned by Qurate Retail Group. Not just organizations but also the customers are now more aware.

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Customer centricity Customer Service Chief Customer Officer Marketing 85

ProProfs Blog

DECEMBER 7, 2018

Keeping this in mind, we reached out to customer service experts online and asked for their opinion on how businesses can improve customer service this holiday season. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. Daniil Kopilevych Growth Manager, HelpCrunch. Tweet this. Tweet this.

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Customer Service Brand ambassadors Chief Customer Officer Interactive Voice Response 145

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. By Patricia Ballantyne.

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Customer Experience Journey mapping Customer retention Call Center 123

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

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Marketing Customer Experience Chief Customer Officer Calibration 67

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. CEO - C hief Customer Office Council. Brandon Hickie. Colin Shaw.

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SaaS Chief Customer Officer Consulting Consulting 96

Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors. The Culture Code: The Secrets of Highly Successful Groups by Daniel Coyle.

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Chief Customer Officer Engineering Best practices Sales 80