Customer Bliss

APRIL 4, 2018

Have you recently become a chief customer officer? If you’re taking on a CCO role in a company, there’s a lot of work that has to be done to get your customer experience program off the ground and running. Spend time defining what each of these customers are. Get leadership involved.

Chief Customer Officer 131

Chief Customer Officer B2C Roadmap B2B 131

Customer Bliss

JANUARY 10, 2019

Michael put together process documentation for how they would handle situations related to customer service and clean energy. CX #Leadership Click To Tweet. Michael Bair is a Senior Director of Member Experience who cares deeply about wowing customers, crushing goals, and developing future leaders. Retention strategy.

Customer Experience 155

Customer Experience Chief Customer Officer Connections Workshop 155

Customer Bliss

NOVEMBER 28, 2017

During this implementation, Sami had to emphasize that the customer’s interaction with the company is a journey, and therefore identify potential pain points along the way. Everyone involved had to understand how the business flows from a customer’s point of view. . You can spend money on a big tool to get your listening pillars.

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Customers don't necessarily know what they need and it's a journey to help them discover that in terms of measuring success. #CX Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. To start, he had account reps email post-call summaries to customers.

Chief Customer Officer 147

Chief Customer Officer Banking Document B2B 147

Customer Bliss

JULY 26, 2018

That’s right, when your customers are the employees within a group of government agency partners, you’ve got a lot of work cut out for you. Today, we’ll hear from William Chumley , the Chief Customer Officer for the Governor’s Office of Information Technology for the state of Colorado.

Government 111

Government Chief Customer Officer Roadmap Document 111

ChurnZero

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer, Chief Customer Officer at ChurnZero. Documented digital communication workflow(s).

Consulting 98

Consulting Customer Success Chief Customer Officer Document 98

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. Below are two ways you can take advantage of customer service as a resource. It’s for good reason.

Customer Service 128

Customer Service Workshop Chief Customer Officer Metrics 128

Customer Bliss

AUGUST 31, 2018

It’s so important to understand the culture you’re coming into when in a new leadership position. Work with Your Team Before Presenting CX Findings to Leadership. Before he even went to the leadership team, he spoke to those responsible for the day to day operations. Spend quality time with direct reports and peers.

Chief Customer Officer 120

Chief Customer Officer Leadership Presentation 2016 120

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She is now Chief Customer Officer at ClearAction Continuum. Diane Magers – CCXP, CX Expert, Founder and Chief Experience Officer at Experience Catalysts.

2020 132

2020 Customer Experience Magazine Consulting 132

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. Executive Sponsor: .

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. How do you work to ensure there is an open feedback loop between your employees and leadership? . I work to relay this overall sentiment to leadership. Then, show how the proposed investments will impact those processes and overall KPIs.

Customer Success 108

Customer Success Webinar Chief Customer Officer Leadership 108

Education Services Group

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero. Documented digital communication workflow(s).

Consulting 89

Consulting Customer Success Chief Customer Officer Document 89

Customer Bliss

AUGUST 31, 2018

It’s so important to understand the culture you’re coming into when in a new leadership position. Work with Your Team Before Presenting CX Findings to Leadership. Before he even went to the leadership team, he spoke to those responsible for the day to day operations. Spend quality time with direct reports and peers.

Chief Customer Officer 100

Chief Customer Officer Leadership Presentation 2016 100

Customer Alignment

MARCH 2, 2018

the number of Chief Customer Officers across all industries increased from 14 in 2014 to 90 in 2017; half of those roles were created in the last 15 months. months in 2013 but it still has the shortest lifespan among all C-suite executives, according to research conducted in 2010 by the Chief Customer Officer Council.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

CustomerSuccessBox

MARCH 2, 2022

Let’s look at each role’s salary: Customer Success Manager. The demanding position in the business is this role in the customer success department. This role has an ideal person who is a leader with leadership qualities. Whereas in UK, the customer success manager’s average salary is £37,140 / year.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customers 52

ChurnZero

MAY 20, 2021

You will struggle to find Customer Success leaders If you need to hire a Director, VP, or Chief Customer Officer, get started early. Because Customer Success is a newer department, the executive talent pool with direct experience in both the field and role is small. Customer Success Around the Web.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

Horizon CX

JUNE 10, 2022

Before getting into some of the details around the mapping process, I’d like to focus on when and where this mapping process originates within the organization—in other words, who and what are the key drivers of wanting to better understand customers to deliver value, meet or exceed their expectations, and achieve business goals and outcomes.

Customer Journey 52

Customer Journey Customer Journey Mapping Net Promoter Score Chief Customer Officer 52

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013.

Customer Success 59

Customer Success 2013 2014 Consulting 59

Comm100

APRIL 26, 2020

The question organizations need to ask here is “where are my customers talking about me, and how can I best listen?” Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0. The result is frustration on all sides, and worse yet customer feedback will disappear into a vacuum. We did act on it.

Culture 52

Culture White Paper Customer Centricity Feedback 52

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

That’s why we feel compelled to introduce our readers to a larger scope of people wo inspire a world of excellent customer experience. We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek. Bill Quiseng. Bruce Temkin. Dan Gingiss.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Gainsight

SEPTEMBER 24, 2019

Quick wins they can get, efficiencies they can use to streamline this transitionary period, and even longer-term strategies they can pitch to their leadership. Document notes from these outreaches for future reference. We have a “buddy” system where we match similar personas from our company and our customer’s.

Chief Customer Officer 12

Chief Customer Officer Events B2B Information 12

Gainsight

APRIL 12, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. I wrote up a document of what I expect from our leaders, in extreme detail. Lesson: I need to hold our leaders at Gainsight to the highest possible standard.

2014 52

2014 Chief Customer Officer Sales 2013 52

Lumoa

JUNE 22, 2021

We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Our Guest Merete Medle is an experienced CX practitioner with strong leadership and strategy skills. And it both like how is it going away and try to analyse the situation.

Customer Centricity 78

Customer Centricity Insights Hotels Customer Experience 78

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. A: This is a great question.

NPS 40

NPS Customer Success Sales Metrics 40

Amity

APRIL 7, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Customer Success 67

Customer Success Chief Customer Officer Metrics Webinar 67

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Your CSM team has a direct influence on overall customer satisfaction scores and the number of reference-able clients.

Customer Success 56

Customer Success Chief Customer Officer Metrics Reference 56

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Customer Success 40

Customer Success Chief Customer Officer Metrics Reference 40