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

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

Eptica

JULY 26, 2017

However it is achieved they need to demonstrate to everyone in the organization that it is their personal priority – and therefore should be theirs too. Give it board recognition While he or she needs to be a figurehead for CX and lead from the front, a CEO clearly won’t be able to devote all their energies to customer experience.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

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

Callminer

FEBRUARY 4, 2021

Despite the pandemic, customers have retained the expectation that if they call you, you’ll be there for them. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric. Yaniv Masjedi is the Chief Marketing Officer of Nextiva. Yaniv Masjedi. YanivMasjedi. Eric Sachs.

Call Center 345

Call Center Contact Center Finance Consulting 345

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Bill Lapcevic , Sentry, Chief Operating Officer, @billlap, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Toister Performance Solutions

JANUARY 20, 2022

More companies are adding a Chief Customer Officer (CCO). Customer experience pioneer and bestselling author, Jeanne Bliss , literally wrote the book on this topic. The book, Chief Customer Officer 2.0 , spells out in great detail the role of the CCO. What does a Chief Customer Officer do?

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Help Scout

APRIL 29, 2021

Build customer-centric focus into marketing, sales, and product functions: Every team has some impact on your customer experience, but apart from customer service itself, these three teams have the greatest influence. Report on customer service metrics to your board. Share stories of their success.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. We don’t know who that person is, and their experience is very different from those first individuals.”. .

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Customer Centric Support

MARCH 6, 2017

For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. It was perfect for my gregarious, people-pleasing personality. After all, happy customers and revenue are very closely related. Read “Chief Customer Officer 2.0”

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

ChurnZero

OCTOBER 15, 2021

Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ Within the last 36 months, NRR claims the top spot as a qualifying metric. The VC firm gave me the term sheet.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

ProProfs Blog

JUNE 30, 2020

Develop personal brand. Navigate when office politics is on the rise. He delves into the powerful idea of The Golden Circle based on which organizations can further lead, inspire and grow in a competitive market. It’s nice to know that average IQ doesn’t limit a person to average performance.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

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

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Customer Success Manager Team Lead(s).

Chief Customer Officer 84

Chief Customer Officer Enterprise Management Customer retention 84

Kayako

JANUARY 12, 2017

“ The History of Customer Service: Ticket Troubleshooting to Proactive and Personal. “This post really captures how it all started and how the customer service space has evolved over time. The Customer Delight Playbook , by Sujan Patel. This is the ultimate customer experience guide.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. A number of CEOs have walked in the shoes of their customers. You don’t know your customers. You don’t have a plan.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ChurnZero

JANUARY 15, 2021

We asked Customer Success experts to share their industry predictions for the year ahead. Remco de Vries , Vice President of Marketing, inSided. The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. To continue with this analogy, let’s say you hired a personal trainer when you joined the gym. Intention means nothing without action.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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

ChurnZero

DECEMBER 2, 2021

Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. You as the leader of your Customer Success team need input into your goals in order to make that part happen. “Not You need to show how you’ll impact those metrics one segment at a time.”.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Close the loop with the customer. Assign accountability for a customer feedback loop.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Amity

JULY 26, 2018

Do you know exactly what kind of person should fill your missing role? Just because Customer Success is a new industry, doesn't mean it’s a one size fits all situation. Don’t post a title as “Customer Success Manager” if you’re actually looking for someone in customer marketing.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

CSM Magazine

DECEMBER 20, 2016

The first deals with dividing responsibilities and defining customer experience ownership, that is, identifying real people behind the very vague term of ‘CX practitioners’ as well as searching for the place that technology has come to occupy in the CXM governance models. Challenge 1: Who should govern customer experience management?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

CustomerSuccessBox

JUNE 7, 2022

You have your overall churn metric, which is several metrics rolled up into it. So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. And then the customer experience isn’t going to be great and then they’ll leave too.

Management 52

Management Surveys Chief Customer Officer Metrics 52

SmartKarrot

DECEMBER 12, 2023

Bhumika acknowledges a shift in focus as businesses recognize the importance of customer retention in the face of a challenging market. With a significant increase in demand for Customer Success roles, Bhumika notes the rise of Chief Customer Officer (CCO) and VP of Customer Success positions.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer retention Consulting 10

ChurnZero

JANUARY 4, 2019

But perhaps more importantly, when customers are more self-sufficient, they also are better equipped to know what is possible with your software and use it more often and use more of it. “– Bill Cushard, Director of Marketing, ServiceRocket. Wallstreet will pay attention to Customer Success.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClientSuccess

AUGUST 24, 2018

This has been one of my favorite reads, because the mindset and principles of Extreme Ownership can be applied not only to our personal lives but also to our work professionally in customer success in a way that boosts our ability to drive customer outcomes and growth. From : Adam Kuznia , Chief Customer Officer.

Management 40

Management Chief Customer Officer Best practices SaaS 40

ClientSuccess

OCTOBER 10, 2018

Customer Success starts and ends with helping others realize value. 2) From : Vic Kasoff , Director of Customer Experience | Company : NarrativeDx | Location : Austin, Texas. It can be exhausting to try and have a “work personality” and a “home personality.” Don’t focus on making your customers happy.

Management 70

Management Chief Customer Officer Best practices Consulting 70

Amity

JULY 28, 2014

And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company. You don’t know your customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Additionally, he serves as the Chief Customer Officer at Higher Logic. Dave Jackson. James Scott.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106