Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Erin.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people. This all begins in 2024.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Fonolo

JANUARY 22, 2020

Not only is it a chance to find out what everyone is working on — and hopefully pick up some tips — but it’s also a chance to meet with our peers. Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

ChurnZero

JANUARY 26, 2022

The ChurnZero integration with HubSpot allows users to understand the intricacies of how customers use your product and more accurately assess whether or not they are likely to renew, all while offering them the most personalized customer experience possible with relevant touchpoints. Automatic Customer Journey Tracking.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Peter Lavers

JULY 7, 2015

Doug asserts that “building sustainable competitive advantage requires you to review your business models to ensure that the customer is central to its design”. If you “humanise” your company, what type of person would they be? The remaining two sessions covered customer-centric strategy development and the transformational journey.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

Help Scout

SEPTEMBER 14, 2021

5 strategies and 13 tips for small business customer service. In order to better understand how customer service acts as a competitive advantage, we reached out to three different small business leaders to get their insights. Tip #1: Don’t worry if it doesn’t scale. Tip #2: Let customers see behind the curtain.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Fonolo

JANUARY 14, 2020

When it comes to customer service and experience content, Shep is the Godfather. . And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. . Customer Think.

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Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

MARCH 28, 2023

For example, when a customer attends an annual user conference in person, that should count for more. Progressive Customer Success teams roll all of these factors together, and add qualitative inputs like relationship quality, to produce a succinct customer health score. Another is to consider the quality of the event.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. How do you prep a team?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ChurnZero

JANUARY 26, 2022

The ChurnZero integration with HubSpot allows users to understand the intricacies of how customers use your product and more accurately assess whether or not they are likely to renew, all while offering them the most personalized customer experience possible with relevant touchpoints.

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 98

360Connext

MARCH 8, 2018

Jeannie and I share something in common: a passion for human evaluation of the customer experience. We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results. You’re in charge of #CX!'”

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

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

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . We asked him to join us for this month’s webinar to discuss exactly how to do that. . You will automatically build loyalty and the people that you bring into that room, they can become your seed group. .

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

SmartKarrot

APRIL 21, 2021

Look at this really informative video by Ruben Rabago , Chief Customer Officer, Intellum who talks about Time Management in Customer Success: There is no Trophy for ‘Complete it all in a Day’. It could be due to endless meetings, prolonged calls, or can be some personal reasons too. Take Breaks between Meetings.

Time management 10

Time management Management Chief Customer Officer Upselling 10

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. the person who brings in new business and reports to the Sales team. . Customer Success Around the Web.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

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. New to Customer Success Automation?

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 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. Customer service can nearly always make a positive impact on sales and marketing challenges.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc. So yes, it depends.

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

Amity

FEBRUARY 6, 2019

Any tips for hiring for this role? I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. It’s important to first understand each role and the journey of your customers, and only then will you know what the perfect candidate looks like.

Management 71

Management Chief Customer Officer SaaS Accountability 71

Toister Performance Solutions

OCTOBER 26, 2017

Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. Chief Customer Office, SalesLoft. First, they keep your connection with team members strong and are a terrific forum for investing in their continued personal and professional growth.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. Not to be that person, but you kind of had to be there. Customer Success Around the Web.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

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Chief Customer Officer Sales Customer centricity SaaS 80

Squelch

MAY 17, 2019

Read on for a recap of the Squelch team’s experience at Zendesk Dallas and then view event details, a weather forecast, and packing tips to prepare for Zendesk NYC. When companies are small, you can provide personal assistance to each customer individually.

Chief Customer Officer 40

Chief Customer Officer Best practices Feedback Marketing 40

ChurnZero

JANUARY 22, 2021

This was followed by 20% of respondents who cited a fear of failing or getting a “no” from a customer and 17% who fear not having an answer to a question and looking silly. Q: How do you set a clear future meeting date when using chat or email as opposed to phone or in-person conversation? So, we speak from an authentic place.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Talkdesk

FEBRUARY 5, 2021

Major demand drivers were upended when people stopped attending weddings, graduations and in-person job interviews. They also enable customers with a seamless omnichannel experience. Customers can start a conversation online, pick out items to try on and have those items waiting in the fitting room when they arrive in store.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Netomi

JANUARY 5, 2022

Bill’s personal achievements include receiving the Renaissance Hotels General Manager of the Year, Marriott International Leadership Excellence and Sales Excellence Awards, Petoskey Chamber of Commerce Mission Award, and the American Hotel & Motel Association Pearson Award for Excellence in Lodging Journalism. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

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 : Jorie Basque , Customer Relationship Manager.

Management 40

Management Chief Customer Officer Best practices SaaS 40

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

Amity

JUNE 3, 2016

Any tips for hiring for this role? I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. It’s important to first understand each role and the journey of your customers, and only then will you know what the perfect candidate looks like.

Management 68

Management Chief Customer Officer SaaS Accountability 68

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Tip: the optimal presentation length is 18 to 20 minutes.).

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. What was your personal experience? . Do any other people have tips for you? I thought that we’ve done well in Q1.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. Customer Success Around the Web.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

ChurnZero

JULY 9, 2020

At ChurnZero, we created our Admin Academy – a series of live, recurring webinars – to give customers the knowledge and skills they need to configure ChurnZero. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. Customer Success Around the Web.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JANUARY 15, 2021

In 2021, organizations will be re-evaluating the operating models and plans for future growth as lockdowns begin to ease, and they have the option to return to in-person work. Bigger budgets for Customer Success. Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Many new hybrid work models will emerge.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Answer Dash

JANUARY 9, 2019

I’ve been lucky enough to work in some type of “customer” area since 2007, starting off in the conference industry, then media about customer management (that’s what we called it), moving on to work in customer service for a Fortune 100 tech company for two years and focusing purely on customer experience thought leadership for the last three years.

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Customer Experience Chatbots Chief Customer Officer Technology 82