Experience Investigators by 360Connext

JUNE 13, 2023

Do you have a Chief Customer Officer? Where this vital function should sit in their organizational structures is the lingering question of customer experience management. This reflects a dedicated commitment to the customer experience, and it can be a powerful statement to both customers and employees.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight. Click To Tweet.

Chief Customer Officer 170

Chief Customer Officer Customer Success Consulting B2B 170

Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever.

Chief Customer Officer 59

Chief Customer Officer Customer Success Metrics Effort Score 59

Customer Bliss

JULY 14, 2016

The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’s important to the business growing. Well, maybe some B2B purchasers do that — but in general, no one would do that. Leadership accountability. One-company leadership.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

MAY 17, 2016

How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers). Around 2011-2012, Audi began to focus much more a customer-centric approach. Take Away Messages for the Audience.

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

Gainsight

AUGUST 7, 2024

It’s our job every day to make every important aspect of the customer experience a little bit better.” They emphasize the importance of customer-centricity. Today, and every day in the future, you can no longer think of customer education as a “check the box” tactic delivered in a transactional way.

Customer Centricity 52

Customer Centricity B2C Chief Customer Officer Customers 52

Gainsight

AUGUST 7, 2024

It’s our job every day to make every important aspect of the customer experience a little bit better.” They emphasize the importance of customer-centricity. Today, and every day in the future, you can no longer think of customer education as a “check the box” tactic delivered in a transactional way.

Customer Centricity 52

Customer Centricity B2C Chief Customer Officer Customers 52

Customer Bliss

SEPTEMBER 20, 2018

Both women are leading customer experience in these organizations with a “customer-obsessed” mantra, and you’ll hear how they learned how to define customer obsession and how this philosophy allows them to unite their teams to create a better experience both internally and externally. Define Your Customer-Driven Lingo.

Chief Customer Officer 131

Chief Customer Officer Culture Presentation Customers 131

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Help Scout

APRIL 27, 2021

Current readers may recognize elements like “Chief Customer Officer” as if it is no big deal, but this was unproven ground then. I know this book shaped my approach to customer experience, and it will shape yours, too. Be Our Guest: Perfecting the Art of Customer Service”. Start Reverse”.

Books 119

Books Customer Experience Retail Chief Customer Officer 119

Wootric

JULY 15, 2020

In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . It’s debated, loved, and hated, but in the world of B2B SaaS it’s rarely used to its full potential. With their permission, we’re sharing some key findings here.

NPS 69

NPS B2B Net Promoter Score E-support 69

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. It was here that I exactly understood what customer experience really is.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Gainsight

JUNE 8, 2022

The greatest likelihood of delivering this value for customers is rooted in the foundational philosophy of customer-centricity across all departments within an organization. Although aerospace is different from business-to-business (B2B) SaaS, SpaceX did provide a fascinating experience that left a lasting impression. .

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Kayako

JANUARY 12, 2017

One of the most important aspects is to forget about thinking of B2B communication, and focus on building relationships through human to human interaction. How to Succeed With a Customer-centric Marketing Strategy , by Jill Rowley. To have a truly successful business means really knowing who your customer is.

2017 79

2017 Article Customer Experience Chief Customer Officer 79

Oracle

AUGUST 1, 2018

Consumers are paying more attention to experience than ever, putting the pressure on customer experience (CX) professionals to deliver better and better experiences. Research from Walker finds that, by 2020, a majority of B2B buying decisions will be made based on CX, not price. We all know that CX must continually improve, but how?

Webinar 72

Webinar Chief Customer Officer Customer Experience Professionals Social Media 72

Peter Lavers

DECEMBER 1, 2020

If there isn’t the appetite, then it may be better not to raise customer and staff expectations by activating the programme! Don’t forget there’s always an implicit promise of improvement that goes hand in hand with every customer centricity motivated change initiative. Not Another. I Wasn’t Expecting That!

Chief Customer Officer 52

Chief Customer Officer B2B Customer Centricity Leadership 52

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

2019 53

2019 Chief Customer Officer Customer Success Leadership 53

Peter Lavers

JANUARY 30, 2019

Three key subjects from Dimension Data’s 2019 Global Customer Experience Benchmarking Report that are vital for every B2B company to take a long, hard look at itself about. The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders.

2019 40

2019 B2B Chief Customer Officer Download 40

Kustomer

AUGUST 19, 2021

“I cannot emphasize this enough, every opportunity you have as a leader in the internal communications, tell customer stories. Doing so can really transform the C-Suite into a customer-minded suite, further opening the door for internal collaborations and building a customer-centric brand. Every single time.”

Culture 92

Culture Chief Customer Officer NPS B2B 92

ChurnZero

SEPTEMBER 9, 2019

ChurnZero, a real-time Customer Success platform, announced new appointments of to its leadership team: Abby Hammer as Chief Customer Officer, Hunter Montgomery as Chief Marketing Officer, and Jason Moore as VP of Sales. VP of Marketing at Vocus. .

Sales 8

Sales Chief Customer Officer Leadership B2B 8

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box.

NPS 126

NPS Net Promoter Score Metrics Effort Score 126

CX University

JULY 31, 2024

In this approach, CX principles are disseminated throughout every level of the organization, and in the case of B2B companies, this can extend across the entire supply chain. Customer Experience (CX) is a young discipline, and its recognition in upper management is still developing.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Innovation 52

Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

2020 72

2020 Customer Success Events Workshop 72

ChurnZero

JUNE 3, 2022

When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way. To combine customer-centricity with commercial benefits is rare in a typical human being. How should they be held to account?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

When your friend was looking for a Customer Success manager, the challenge he may have had, which we have today, is salespeople are born one way and customer service are born another way. To combine customer-centricity with commercial benefits is rare in a typical human being. How should they be held to account?

Customer Success 52

Customer Success B2B Metrics Sales 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses.

2022 52

2022 Customer Success 2021 Consulting 52

Qualtrics

AUGUST 20, 2021

We asked a panel of experts for their advice on managing the new challenges of CX for B2B. Hear more answers to the biggest CX for B2B questions: Watch the full webinar on-demand now. Here we answer 3 of the most popular CX for B2B questions. Arjan Vilhu is the Senior Manager Customer Insights at healthcare provider, Hill-Rom.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

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.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

ChurnZero

NOVEMBER 8, 2019

These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever Customer Success is essential to the long-term success of your entire organization. How do you break down your programs to achieve maximum benefit for both your customers and your company?

Customer Success 63

Customer Success E-support Chief Customer Officer Customer Relationships 63

Chattermill

MAY 12, 2019

The book provides actionable insights and lays out their thoughts on how the world of B2B sales and marketing is changing. The main takeaway is, customers and companies alike benefit from real-time, conversational connections, versus hands-off lead generation methods and email marketing campaigns. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Peter Lavers

FEBRUARY 20, 2019

The report is a fantastic free resource, addressing questions that are 100% pertinent to the issues faced today by Chief Customer Officers and CX leaders. You may also be interested to read the blog that I published on the Customer Attuned site that considers 3 critical conclusions from the report for the B2B sector.

Chief Customer Officer 40

Chief Customer Officer 2019 B2B Download 40

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10