Peter Lavers

DECEMBER 1, 2020

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. If that’s the case you may need a Chief Customer Officer type role to align internal processes and initiatives with the customer journey.

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Chief Customer Officer B2B Customer centricity Surveys 130

CSM Magazine

JANUARY 13, 2022

Jason Grier, Reputation‘s executive vice president and chief customer officer, reveals the key trends that will inform your CX Strategy this year and beyond. It’s true that what really matters for businesses — the customer and building customer loyalty — never wavers in importance year to year.

Chief Customer Officer 59

Chief Customer Officer Construction Surveys Customer Support 59

SmartKarrot

FEBRUARY 21, 2022

As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. This is where the voice of the customer can become a key determining factor in tracking real-time issues that customers are complaining about.

Chief Customer Officer 10

Chief Customer Officer B2B SaaS Feedback 10

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

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Chief Customer Officer Customer centricity Customer advocacy Accountability 98

SmartKarrot

JULY 15, 2022

Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior. Hotjar contains various tools such as session recordings, feedback surveys, heatmaps and much more that can clearly understand user experiences and customer journey patterns.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 10

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: Do you use surveys to measure success and value? .

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

ClearAction

MAY 26, 2023

This is especially powerful, because customers say: “I was trying to do X, but then Y happened, and now Z is my consequence.” You’ll rarely get that from surveys. Put as much energy into CX intelligence as you put into almost-free VoC and surveys. ” Wow! It abounds in almost-free VoC.

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Chief Customer Officer Enterprise Big data Customer centricity 62

Nicereply

MARCH 23, 2021

Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title).

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Chief Customer Officer Customer Service Consulting Consulting 141

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. About Abby Hammer.

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Chief Customer Officer SaaS Customer retention Metrics 78

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?

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Chief Customer Officer Advertising Surveys Sales 62

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

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Chief Customer Officer Customer centricity Journey mapping Coaching 52

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.,

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Chief Customer Officer Enterprise Customer centricity Consulting 250

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

ChurnZero

NOVEMBER 30, 2023

On the other side, making the case that AI will not replace customer success: Maranda Dziekonski , senior vice president of customer success at Datasembly; and David Verhaag , chief customer officer at Arist. All of those “votes” joined the side that thinks AI is incapable of replacing customer success.

Management 52

Management Chief Customer Officer Government Healthcare 52

Eptica

JULY 26, 2017

Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Author: Olivier Njamfa Categorie(s): Best Practice Trends and Markets In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success.

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Chief Customer Officer Customer Experience Airlines Best practices 78

Talkdesk

APRIL 3, 2020

A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace. Our Chief Customer Officer, Chad Gaydos, recently shared why now is the time to migrate to the cloud in order to maintain business continuity and support both staff and customers.

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Chief Customer Officer B2C Government Contact Center 58

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.

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Chief Customer Officer SaaS Best practices Journey mapping 52

CX Global Media

OCTOBER 31, 2018

Marketing could be responsible for some, the customer service department could be responsible for some, product development could be responsible for some, so that’s why in many organizations you’re now seeing the role of the chief customer officer.

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Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers. What does this mean for you?

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Customer Experience Chief Customer Officer Self service B2C 100

ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Etech

DECEMBER 10, 2017

Always seek feedback: Regular customer feedback is essential to creating and maintaining a superior socially enabled call center. The best way to solicit feedback is through short customer surveys. A short survey ensures a response from your customer; who wants to answer a ton of questions.

Call Center 67

Call Center Chief Customer Officer Customer centricity Surveys 67

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. This allows customers to passively give direct feedback and you to collect real-time insights for customer segmentation. Product usage decreases.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

Education Services Group

NOVEMBER 8, 2021

Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Our findings support this trend as well.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today.

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Chief Customer Officer Finance SaaS Benchmark 87

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 65

Chief Customer Officer Contact Center Customer retention Surveys 65

8x8

FEBRUARY 22, 2018

Your customers aren’t transferred or forced to endure long hold times. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9

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Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

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.

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Metrics Chief Customer Officer Customer retention Strategic Value 62

CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. Glint’s Customer Success Team brings extensive experience and a successful track record of implementing employee engagement programs at many of the world’s leading enterprises.

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Journey mapping Customer Experience Management Chief Customer Officer 59

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

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Chief Customer Officer Customer centricity Engineering Analytics 71

ChurnZero

MAY 29, 2020

Why it matters: It matters less which customer satisfaction metric you use—whether its NPS, CSAT (Customer Satisfaction Score), or CES (Customer Effort Score)—and more that you are consistent with how you survey and respond to customers. More Essential Customer Success Metrics.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

8x8

FEBRUARY 22, 2018

Your customers aren’t transferred or forced to endure long hold times. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

Your customers aren’t transferred or forced to endure long hold times. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

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?

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Chief Customer Officer Customer advocacy Engineering Technical Support 52

Lumoa

JANUARY 19, 2023

A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. They also monitor customer behavior and trends in order to inform product decisions and track changes in customer sentiment over time.

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Customer Experience Metrics Feedback Analytics 94

Calabrio

JULY 26, 2017

Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge.

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Chief Customer Officer Customer retention Sales Metrics 49

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Customer retention Surveys 40