ChurnZero

JANUARY 13, 2023

Companies are gradually finding consensus around the need to create stronger governance around data access and data hygiene (this is still an emerging development in our opinion but definitely something to keep an optimistic eye on). The role of chief customer officer moves into the limelight. Rod Cherkas , CEO, HelloCCO.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Customer experience leadership takes a village.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Kustomer

AUGUST 19, 2021

Yeah, and I mean, we have this conversation so much and I also was the Chief Customer Officer of Yext. I ran the support functions, all of the customer facing functions. But let me think strategically, and we’ll talk more about the roadmap also with your product work, but how you can put together a three-year plan.

Culture 92

Culture Chief Customer Officer NPS B2B 92

Gainsight

MARCH 15, 2022

Sometimes finding out if they’re walking the talk is as easy as asking a leader what their definition of a customer-centric company is and getting them to provide real-world examples of what they’ve done that makes them customer-centric. Get the Real Story. So often sales data is analyzed to an inch of its life,” she says.

Customer Success 59

Customer Success Chief Customer Officer Customer Centricity Metrics 59

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Creating Customer Loyalty.

Books 88

Books Customer Service Culture E-support 88

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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. .

2020 61

2020 Customer Success Chief Customer Officer ROI 61

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? Another capability is the Roadmap & Strategy function. What is your WD-40?

Chief Customer Officer 40

Chief Customer Officer Effort Score Metrics Workshop 40

CustomerSuccessBox

MARCH 3, 2022

The second: 10 laws of “Customer Success” The third deals with CCO – Chief customer officer, Technology and The Future. When sales cared more about attracting new customers, only in the recent five years, we realized the game changer is retention. Customer rating: 4.6 Customer rating: 4.6

Books 52

Books 2022 Customer Success Management 52

Gainsight

OCTOBER 22, 2018

It may even challenge us to think differently about what Customer Success is really all about. This is a statement I’ve made myself, and that I’ve heard many times over the years from Chief Customer Officers and their teams. It wasn’t the Customer Success team’s fault, either. I need to scale.”. We had no idea.

Chief Customer Officer 51

Chief Customer Officer Customer Success Roadmap Definition 51

Martin Hill-Wilson

JANUARY 25, 2016

The roadmap they share with me shows they intend to travel even further over the coming months. Maybe we will see Chief Customer Officer roles being created in the not too distant future. the conditioned response is to trot out Compliance’s definition and priorities. But change is a-coming.

Insurance 40

Insurance Multi-Channel Chief Customer Officer Travel 40

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn!

Management 52

Management Customer Success 2013 Metrics 52

SmartKarrot

OCTOBER 29, 2021

Definition of C-Suite. The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The role of a Chief Customer Officer is to ensure that the number of subscribers is maintained over some time.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Gainsight

FEBRUARY 16, 2021

From one-and-done rap careers to Disney-esque musicals to the Back Street Boys inspiring us , our value of Child-like Joy definitely filled my bucket over the last decade. I Have Nothing” without the Careers of Our Customers. The ultimate manifestation of Customer Success is when the humans at your clients thrive in their careers. “How

2013 64

2013 Events Chief Customer Officer Customer Success 64

Gainsight

JANUARY 28, 2019

Customer success is (partially) about reducing churn. But perhaps ironically (maybe in the Alanis Morissette definition of the word ), the customer success profession has high turnover right now. How can they instrument the product to give them the data they need to measure customer success? Why is that?

Customer Success 63

Customer Success Chief Customer Officer Sales Banking 63

Qualtrics

FEBRUARY 6, 2019

Design a data-driven product roadmap. Rachel Richter- VP of Customer Insights, Dun & Bradstreet. Mike Mclaughlin- Chief Customer Officer, GoDaddy. Eric Soelberg- VP of Customer Insights, LL Bean. Eric Meyer- Author, CSS: The Definitive Guide. Charles Wilson- Product Insights, New Balance.

2019 33

2019 Management Workshop 2018 33

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. So we wanted to definitively answer that question on value. The Interview: .

NPS 69

NPS Customers Customer Success Measurement 69