Chief Customer Officer: Roles and Responsibilities of the Modern CCO

SmartKarrot

When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization.

Customer Experience Influencers You Must Follow – Part 1

Customer Guru

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders.

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The Ultimate Guide to Small Business Customer Service

Help Scout

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. The importance of customer service for small businesses. So why exactly is customer service important for small businesses?

2020 Customer Experience: 20 Wishes

ClearAction

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.

2020s Customer Value: 20 Wishes

ClearAction

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.

Where Is Customer Success Headed in 2022?

ChurnZero

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite.

Do you have a definite customer success organization structure?

CustomerSuccessBox

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization. Most people know the importance and benefits of customer success but setting up an effective customer success organization is not easy because it is a new field. Should Customer Success report to Sales?

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. Companies need to employ multiple sources of information to tell the story of customers lives.

Top 50 Customer Success Influencers 2021

SmartKarrot

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Customers are nothing but normal people like us.

Focus on the Frontline: How to Enable Your Team to Do Their Best Work [Webinar Transcript]

Branch Mesenger

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft.

CEO’s Guide to Growth through Customer Experience Alignment

Answer Dash

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy. As explained in the first of this six-part series, CEO’s Guide to Growth through Customer-Centered Management , financials are the cart, and customers are the horse.