Think Customers

JUNE 13, 2024

The chief customer officer of ClearAction Continuum reveals four — just four — CX ROI benchmarks to prioritize during the “ Four Gold CX ROI Metrics LinkedIn webinar hosted by the European Customer Experience Organization (ECXO) earlier this month. That’s music to the ears of those struggling to improve the experience.

ROI 64

ROI Metrics Chief Customer Officer Webinar 64

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.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

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.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

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Customer Centricity Chief Customer Officer Return on Investment Culture 98

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

2020 72

2020 Customer Success Events Workshop 72

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. Consumer expectations are on the rise and one defining character has remained constant across the board – customers demand convenience.

2019 73

2019 Customer Success 2018 Chief Customer Officer 73

Gainsight

JUNE 21, 2022

on upsells and cross-sells from existing customers. Although those costs tend to plummet in the long run, the return on investment (ROI) usually comes about a year and a half after the deal is closed. So, what’s a business to do about avoiding increasing customer acquisition cost (CAC)? versus $0.63

2022 52

2022 Net Promoter Score NPS Return on Investment 52

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. Ideally, this concept should originate at the senior leadership level.

Customer Journey 52

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

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

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Chief Customer Officer Return on Investment 2013 Customer Success 59

Kayako

OCTOBER 23, 2017

Assign accountability for a customer feedback loop. For example, sales teams are accountable for their leads. For example, when I worked at Payfirma, the customer support team was put in charge of reducing churn. Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly.

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Feedback E-support Net Promoter Score Metrics 54

Maru Group

FEBRUARY 19, 2020

Electric vehicle sales increased by 81% in the US from 2017 to 2018. Tailoring engagement efforts to specific customer segments will increase the return on investment. They discussed understanding customer needs in relation to Distributed Energy Resources (DERs).

Consumers 52

Consumers Government Chief Customer Officer Customer Centricity 52

ChurnZero

JANUARY 4, 2019

Articulates clearly what the customer needs to do to onboard and adopt your service for success. Begins in pre-sales to help ensure success factors are established during the sales process. Consumer expectations are on the rise and one defining character has remained constant across the board – customers demand convenience.

2019 49

2019 Customer Success 2018 Chief Customer Officer 49

Comm100

FEBRUARY 20, 2018

What decision makers really want to know is: Is investing in a Chatbot worth it, and how much money can Chatbots actually save? This blog post is dedicated to helping you calculate the return on investment (ROI) that Chatbots will bring your company, and how much money Chatbots can save you. Why Chatbots? Drive Revenue.

ROI 72

ROI Contact Center 2018 Social Media 72

ChurnZero

JANUARY 15, 2021

The time to adopt and level of adoption across your customer’s team will be the key indicator of health (as opposed to relationship with POC, engagement between POC & CSM, and expansion history). Customer Success will transcend the bottom of the funnel. Bigger budgets for Customer Success.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

Lumoa

JUNE 22, 2021

And it’s, it’s not only to, to put it on the paper so to say but you have to, you actually have to be the person willing to, without compromise, talk to customers case, wear the customer hat, to be the customers ally around the table when you discuss product development,strategy, cutting costs, you know.

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Customer Centricity Insights Hotels Customer Experience 78

Ian Williams

MARCH 19, 2020

Now if you look at customer experience as an alternative business model, then you can start to look at the commercial value you can drive. You’re looking at shortening the sales cycle. He is now chief customer officer, so, you know I guess everyone can come around, and it wasn’t particular popular way of thinking.

Leadership 52

Leadership Consulting Financial Customer Experience 52

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The Chief financial officer must-. contact-form-7]. Concluding Thoughts.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. The Chief financial officer must-. contact-form-7]. Concluding Thoughts.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

DECEMBER 4, 2020

Importance of measuring customer success ROI. Setting up a customer success function requires cost. The cost of employing CSMs, implementation specialist, chief customer officer, customer success automation tool, etc. Ok, let’s get straight to the point. you are able to know which areas to improve on.

ROI 10

ROI Measurement Customer Success Return on Investment 10

SmartKarrot

FEBRUARY 9, 2022

At such times, CCO is the only leader who has to bear the brunt; after all, customer success is at an adolescence phase! Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . Every investment is categorized as good or bad depending on the return on investment.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

Gainsight

OCTOBER 1, 2021

Over time, the value and return on investment for this role became more clear-cut. From Data and Processes to People and Systems, their responsibilities mirrored Sales Operations, step by step. By examining Sales and knowing CS Ops’ duty, you could create a sub-cycle of strategies centered around questions.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

SmartKarrot

NOVEMBER 16, 2022

Client success occurs when your clients perceive the ROI (return on investment) they seek from your offering. Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex.

Books 10

Books Customer Success Chief Customer Officer B2B 10

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. New Releases: Aligning Sales and CS. That’s the perfect recipe for success!

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Chief Customer Officer 2021 Sales Customer Success 52