Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

JANUARY 3, 2020

Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

Chief Customer Officer 69

Chief Customer Officer B2B Marketing Technology 69

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

Chief Customer Officer 127

Chief Customer Officer Coaching Accountability Surveys 127

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? “ Hank Brigman Customer Experience Strategist Author of TOUCHPOiNT POWER!

Management 94

Management Journey mapping Analytics Customer centricity 94

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

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Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ChurnZero

DECEMBER 20, 2021

Speaker: Ryan Johansen, Director of Customer Success, AppDynamics. Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Lessons learned over the last year from those within the Customer Success community. The true impact that customer health scores can have.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. I hope you can join us in October 2020. Let me answer a few questions: What does “BIG RYG” mean?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

Serenova

DECEMBER 4, 2019

At the same time, it can alert a supervisor about an upset customer. are planning to add one by the end of 2020, according to Nemertes’ 2019-20 Intelligent Customer Engagement research study of 518 global organizations. The CCO is raising visibility among executives about the value of delivering stellar customer interactions.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

ChurnZero

FEBRUARY 8, 2022

This is ChurnZero’s second time appearing on one of G2’s Best Software lists, earning its place this year thanks to its mission of helping subscription businesses fight customer churn. ChurnZero previously made the list as being named one of the Fastest Growing Products in 2020.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. About Abby Hammer.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

CX Journey

FEBRUARY 5, 2015

. #1 Customer Experience will become the major differentiator In the news: According to Deloitte , 82% of brands perceive customer experience as a competitive differentiator. By 2016, 89% of companies surveyed by Gartner plan to compete primarily on the basis of customer experience. And this number is only rising.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

CSM Magazine

JULY 24, 2020

Fidaa Chaar, Chief Operations and Customer Officer, Societe Generale. Antreas Athanassopoulos, Chief Customer Officer, Dixons Carphone. Stephanie Waismann, Chief Customer Officer , Barclays Ventures. Carlo Nadella, Chief Customer Officer, Telecom Italia.

Chief Customer Officer 40

Chief Customer Officer Customer Service Technology Customer Experience 40

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Jim Bass (@JimBassCX) February 5, 2020. Leverage Tech to Connect With Customers. New term from #CCOUSA from @DavidKepron : “technempathy” value of tech is to create emotional connection with customers. Build A Culture Not a Solution.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

ClientSuccess

NOVEMBER 20, 2020

If you’re like most of the world, it was probably back before March of 2020 when everything changed. With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Chief Customer Officers Conference – [link].

Chief Customer Officer 52

Chief Customer Officer Education Accountability Management 52

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. He had me at “hello.”.

Chief Customer Officer 56

Chief Customer Officer SaaS Customer centricity Contact Center 56

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Talkdesk

APRIL 3, 2020

For many, 2020 already feels like the longest and most challenging year of our lives. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace. At Talkdesk ®, we have fully embraced a global and remote way of working.

Chief Customer Officer 58

Chief Customer Officer B2C Government Contact Center 58

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Etech

DECEMBER 3, 2017

The socially enabled call center is not limited to one or two channels, such as live-chat or voice, but uses social media platforms, such as Facebook and Twitter to handle customer service issues. The world of customer service is changing all the time and social media is proving to be one of the driving forces behind this change.

Call Center 59

Call Center Chief Customer Officer Customer centricity Customer Service 59

Talkdesk

DECEMBER 11, 2019

That is how I would describe the feeling of joining Talkdesk as chief customer officer (CCO). I am incredibly excited and humbled to join an organization that is taking the customer service software as a service (SaaS) market by storm and recognized by Gartner as a leader in CCaaS magic quadrant. He had me at “hello.”.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer centricity Contact Center 52

Altivon

JULY 23, 2020

eMite announced our partnership on July 9, 2020 on the eMite blog. Operational and actionable insights into the historical and current performance of the contact center is one of the increasingly critical areas of demand from our customers,” said Frank Tersigni, Altivon Chief Customer Officer.

Chief Customer Officer 52

Chief Customer Officer contact center solutions Contact center software Contact Center 52

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Lastly, Mehta points to the expanding career opportunities for leaders in Customer Success. You can see these companies.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. The second quarter of 2020 was chaotic.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales B2B 84

Talkdesk

FEBRUARY 5, 2021

One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. There was not a single session we attended at NRF 2021 that did not stress the years of digitization that were packed into a few days, weeks and months in 2020.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Analyzing performance for 2020 forecasting. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Budgeting and getting buy-in for resources.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. 06:24 – Irit explains her expectations during 2019 and Q1 2020. 17:20- Diane highlights customer and relationship-centeredness.

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Surveys Personalization Chief Customer Officer Customer centricity 98

Maru Group

FEBRUARY 19, 2020

The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade. The one-day symposium was held on January 27th, 2020 in San Antonio at DistribuTECH, the utility industry’s leading transmission & distribution conference.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ChurnZero

FEBRUARY 8, 2022

This is ChurnZero’s second time appearing on one of G2’s Best Software lists, earning its place this year thanks to its mission of helping subscription businesses fight customer churn. ChurnZero previously made the list as being named one of the Fastest Growing Products in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Marketing Management 52

CSM Practice

JULY 20, 2020

As such, your customer success communication strategy needs to be implemented in a concise, relevant, clear manner. Abby Hammer, 2020). Our work is most exciting and our success is often strongest when we’re not afraid to experiment and we’re not afraid to be flexible and adaptable to the situations.”

Chief Customer Officer 52

Chief Customer Officer Customer centricity Analytics Consulting 52