Customer Bliss

OCTOBER 16, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today’s video is an excerpt from a longer video of 10 customer experience potholes to avoid. Those competencies give you a specific roadmap. There’s your pothole. Click To Tweet. #3:

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Chief Customer Officer Customer Experience Leadership Customers 185

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? We had our 2020 plans.

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Roadmap Customer Journey Mapping Leadership Measurement 323

Customer Bliss

AUGUST 3, 2018

Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

MARCH 16, 2018

More organizations are adding the chief customer officer role to their C-Suite, and being responsible for bringing on this new high-level executive is no easy feat. Make it the first order of business to drive the metrics of customer loyalty and customer profitability. CX Click To Tweet.

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Leadership Engagement Chief Customer Officer Roadmap 111

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

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. A squeaky wheel that got escalated. Then the “fix it now” team forms.

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Customer Experience Chief Customer Officer Books Roadmap 183

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. 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.

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Customer Retention Metrics Chief Customer Officer Customer Success 97

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. That can be the tricky part.

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Customer Centricity Chief Customer Officer Webinar Sports 98

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. When starting out in her role as Vice President and CXO, Samantha spent a lot of time with the sales team at events and quickly learned from them that the Co-op’s products and services weren’t up to par with customer needs. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

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.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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2020 Chief Customer Officer Customer Success Leadership 52

Eptica

JUNE 17, 2016

When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). I recommend agreeing the metrics early and also ensuring that everyone agrees how they will be measured. What can be built on and what new solutions will you have to deploy?

Customer Experience 49

Customer Experience Chief Customer Officer 2016 Contact Center 49

Totango

NOVEMBER 21, 2024

This foresight transforms customer success strategies from reactive to proactive, ensuring sustainable business growth. Real-World Impact Imagine a customer success team using Unison to analyze engagement metrics and identify dissatisfied customers early. With targeted interventions, they significantly reduce churn.

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Customer Success Chief Customer Officer Roadmap Sales 62

Customer Bliss

AUGUST 15, 2019

He wanted a better understanding of what was done for the development of the product roadmap and how customer issues were handled. After analyzing these internal processes, Lee developed a system to improve the ticketing process for employees handling customer issues. It may take some time, but it's worth it!

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

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Customer Experience Net Promoter Score Metrics NPS 88

Gainsight

MARCH 15, 2022

Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. It’s also important that the customer voice gets translated to other teams for maximum impact. “I’d Aligning on Metrics.

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Customer Success Chief Customer Officer Customer Centricity Metrics 59

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Improve the Quality of Customer Engagements.

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Customer Success Chief Customer Officer NPS Metrics 49

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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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?

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Chief Customer Officer Effort Score Metrics Workshop 40

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].

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2020 Customer Experience Magazine Consulting 132

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.

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2023 Customer Success Chief Customer Officer 2022 52

Customer Bliss

MARCH 24, 2015

If there’s a void, it may be right to consider a Chief Customer Officer. There is someone in our company who clarifies what we are to accomplish with customers. __ YES there is __ NO there is not. We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not.

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Chief Customer Officer Leadership Roadmap Metrics 168

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.

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Books Customer Service Culture E-support 73

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. Is my customer healthy? Read the full transcript to learn more. The Interview: .

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NPS Customers Customer Success Measurement 69

Gainsight

MAY 18, 2023

Customer Cheat Sheet This feature generates a narrative customer summary that includes key customer metrics, strategic priorities, a prioritized list of product requests, recent escalations, open tickets, executive changes, and more. Modern tech allows us to do it at scale in a more personalized, effective way.

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2023 Chief Customer Officer Customer Journey Customer Success 52

Gainsight

APRIL 14, 2022

One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. But most companies have their CS Ops lead reporting to the CS leadership—Chief Customer Officer, VP of Customer Success—the COO or the CRO. .

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Chief Customer Officer Leadership Customer Success Roadmap 52

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

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Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Externally – understand what success looks like from the perspective of the customer.

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Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

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Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

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. Some brands have promoted customer experience measures to have equal status with traditional compliance metrics.

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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!

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Management Customer Success 2013 Metrics 52

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. How can systems and tools empower your customer teams. We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. I’ll tell you what, I wouldn’t tie them to.

NPS 40

NPS Customer Success Sales Metrics 40

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss.

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Customer Success 2021 Chief Customer Officer Leadership 21

Gainsight

AUGUST 17, 2022

Mehta reminded everyone in the room and streaming at home that whether we are collaborating on product roadmaps, helping our customers reach their goals, or supporting our communities, we are always more successful when we approach these projects together. Net Revenue Retention is the all-important metric. “

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2022 Chief Customer Officer Roadmap Metrics 97

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

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Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

DECEMBER 12, 2023

Bhumika acknowledges a shift in focus as businesses recognize the importance of customer retention in the face of a challenging market. With a significant increase in demand for Customer Success roles, Bhumika notes the rise of Chief Customer Officer (CCO) and VP of Customer Success positions.

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Leadership Customer Success Chief Customer Officer Customer Retention 10