ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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. David Baga , Lyft, Chief Business Officer, @justbaga, 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

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. If you’ve ever worked in sales, you may be familiar with the idea of a ride-along.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

DECEMBER 20, 2019

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. Making customers happy is no longer good enough. . . C S and Sales strengthen their bond. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ProProfs Blog

JUNE 30, 2020

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? 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

JANUARY 15, 2021

The time to adopt and level of adoption across your customer’s team will be the key indicator of health (as opposed to relationship with POC, engagement between POC & CSM, and expansion history). Customer Success will transcend the bottom of the funnel. A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

Mindtouch

AUGUST 21, 2019

Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface. Agent adoption metrics. Others require third-party tools. Common KPIs include: Self-service adoption rate and self-service success rate. Ticket deflection.

Management 88

Management Self service Chief Customer Officer Chatbots 88

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

Amity

JULY 26, 2018

For example: Amity is a fast-growing customer success company that loves collaboration and teamwork throughout the organization. Our ideal candidate has experience in customer success, customer service, or a related idea. He/she is a fast learner and will work with Sales, Marketing, and Engineering to improve customer relations.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

ClearAction

NOVEMBER 16, 2017

Penney’s case, its core customers appreciated getting good deals through discount sales. Ellen DeGeneres polarized its core customers: some loved the modern, humorous tone, and others felt a clash with their conservative views. can cause a costly customer experience snafu. If not, you’ll be pushing a rock uphill.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Demonstrated ROI – does the customer have proven results?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

FEBRUARY 9, 2022

Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The problem for the CCO is to showcase the real value of the customer success as a department and then get the budget approval. The CCO’s guide to winning budget for customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

Amity

JUNE 21, 2017

Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer. We suggested that this metric is insufficient and a new analysis, CMI, is needed to augment it for it to be useful. And still something was missing.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

Horizon CX

DECEMBER 31, 2018

As a member of the Customer Experience Professionals Association’s CX Expert Panel, we are asked on an annual basis to offer our thoughts and experiences around CX both past and present, and looking ahead. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

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. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

CX Journey

JANUARY 26, 2016

That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA. what would the customer say? It's part of who you are. And it's unchangeable.

Customer Experience 39

Customer Experience Chief Customer Officer Customer centricity Education 39

SmartKarrot

DECEMBER 24, 2020

Accountable for driving healthy Customer Adoption, Customer Value and supporting strong customer retention metrics. Partner with sales, renewals, and consulting leadership to drive customer business outcomes. Continuously manage and evolve the coverage model to improve the overall customer experience.

Chief Customer Officer 10

Chief Customer Officer Customer retention Accountability Coaching 10

Kayako

DECEMBER 3, 2015

You know that building relationships with your customers turns a one-time purchaser into a loyal repeat-buyer. And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. But how do you present this to those who are focused on ROI and efficiencies?

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Vistio

JANUARY 13, 2022

There are different types of interfaces that integrate in to pull data in from other custom applications in the product management area, the sales environment, so critical there, they might very likely have their own independent CRM. You have a unique view on contact center metrics. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

There are different types of interfaces that integrate in to pull data in from other custom applications in the product management area, the sales environment, so critical there, they might very likely have their own independent CRM. You have a unique view on contact center metrics. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Jay: Having clarity on the metrics that you want to measure for the team that you manage is job number one, from an operational perspective. And then what are your targets for those metrics?

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

SmartKarrot

JANUARY 1, 2024

From Customer Success as an Add-On to a Value Driver Anindra highlighted how the traditional approach of assigning customer success as an add-on after sales has evolved. Darshan emphasized the impact of revenue leaders joining the customer success domain.

Chief Customer Officer 8

Chief Customer Officer Metrics Upselling Sales 8

SmartKarrot

JANUARY 1, 2024

From Customer Success as an Add-On to a Value Driver Anindra highlighted how the traditional approach of assigning customer success as an add-on after sales has evolved. Darshan emphasized the impact of revenue leaders joining the customer success domain.

Chief Customer Officer 8

Chief Customer Officer Metrics Upselling Sales 8

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

B2B 52

B2B Surveys B2C Metrics 52