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?

Marketing 59

Marketing Chief Customer Officer Consulting Consulting 59

TechSee

AUGUST 14, 2023

Follow on LinkedIn Clare Muscutt, Founder and CEO of Women in CX As a globally recognized leading CX practitioner, Clare has dedicated her career to crafting innovative strategies that balance customer and employee needs with business outcomes. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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. Win-win outcomes for customers, employees, and your organization (i.e.

Customer Experience 62

Customer Experience Chief Customer Officer Finance Customer centricity 62

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. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. ” Marketing and customer experience workforce of the future must be holistic thinkers who can easily see the connections between disparate things and who can balance the big picture and details in their day-to-day job.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. For example, companies in our research success group (those that have the highest measured success rates for revenue, cost and customer ratings changes) are increasing agent compensation by 28.4%.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

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.

Chief Customer Officer 98

Chief Customer Officer SaaS Education Technology 98

ShepHyken

OCTOBER 23, 2018

You can’t improve the employee and customer experience by yourself. The most reasonable priced marketing strategy a company can and should implement is taking care of employees first.” – Jason Bradshaw. Your competitors aren’t just people who sell to your customers’ they’re also the potential employers of your top talent.

Chief Customer Officer 120

Chief Customer Officer Telecommunications Feedback Marketing 120

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Serenova

DECEMBER 4, 2019

They also may couple this with contact-center agent performance, independently gathered sentiment analysis of customer interactions, and competitive analysis. Executives use this data to make strategic decisions on company direction, marketing, sales and product development.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

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

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

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. For example, companies in our research success group (those that have the highest measured success rates for revenue, cost and customer ratings changes) are increasing agent compensation by 28.4%.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

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. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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

JANUARY 3, 2020

Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

Chief Customer Officer 69

Chief Customer Officer B2B Marketing Technology 69

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).

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

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.

Chief Customer Officer 52

Chief Customer Officer SaaS Education Technology 52

Callminer

FEBRUARY 4, 2021

Yaniv Masjedi is the Chief Marketing Officer of Nextiva. They can then incorporate serving customers with these specific vulnerabilities into training. Eric Sachs is the CEO at Sachs Marketing Group. Nika Filipkova is the Chief Customer Officer at SupportYourApp. “At Yaniv Masjedi.

Call Center 345

Call Center Contact Center Finance Consulting 345

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

ChurnZero

AUGUST 23, 2019

Out of 13 solution providers included in G2’s Summer 2019 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on execptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter int the Customer Success industry.

Chief Customer Officer 56

Chief Customer Officer B2B Marketing Feedback 56

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 the momentum.

Chief Customer Officer 52

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.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . If it starts as a Marketing Community, then Marketing typically owns it. CCOs are seeing this as more of an opportunity to scale their Customer Success motion.

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

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. Align customers’ end-to-end journey and your value proposition.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

ChurnZero

NOVEMBER 1, 2019

Out of 15 solution providers included in G2’s Fall 2019 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

Chief Customer Officer 40

Chief Customer Officer B2B Marketing Feedback 40

PeopleMetrics

MAY 24, 2018

"Many companies collect customer feedback, but very few act on what they hear. Bruce Temkin , Managing Partner, Temkin Group. Listen or Die is written primarily for CX professionals in enterprise companies who are in charge of listening to customers. and Chief Customer Officer 2.0. A book for CX leaders.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

Help Scout

SEPTEMBER 14, 2021

So why exactly is customer service important for small businesses? There are three main reasons: It helps attract and retain customers. It increases the lifetime value of customers. It delivers insights that improve your product, marketing, and/or service. Happy customers don’t tend to take their business elsewhere.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Netomi

APRIL 27, 2022

Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?

Chief Customer Officer 52

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.

Customer centricity 85

Customer centricity Customer Service Chief Customer Officer Marketing 85

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.

Chief Customer Officer 80

Chief Customer Officer Engineering Best practices Sales 80

Amity

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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. Kedar Naik Founder and Chief Customer Officer CXP Solutions, Australia.

Customer Service 145

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.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

MAY 13, 2022

It can feel like a full-time job just trying to keep up with the latest trends touted among LinkedIn, Slack groups, communities, colleagues, competitors, and the list goes on. Add Customer Success operations before you need it. Sooner than most groups realize, Customer Success operations has to become a defined role.

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98