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.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

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

Serenova

DECEMBER 4, 2019

They also may couple this with contact-center agent performance, independently gathered sentiment analysis of customer interactions, and competitive analysis. Executives use this data to make strategic decisions on company direction, marketing, sales and product development. Today, 37.2% of companies have a CCO, up from 25% last year.

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

ChurnZero

DECEMBER 20, 2021

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. Overview of the current B2B SaaS market and valuation drivers. The true impact that customer health scores can have.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

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.

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Chief Customer Officer Customer centricity Engineering Analytics 71

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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.

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. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

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

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. We know Customer Success is on a tear of growth,” says Mehta. Customer Success drives a double benefit in the ROI.”.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer centricity Contact Center 52

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

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

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

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

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. The Customer Success Economy with the lovely Allison Pickens.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Eptica

NOVEMBER 8, 2017

Sharing knowledge Gartner predicts that by 2020 10% of business-to-consumer first-level engagement requests will be taken by virtual customer service agents, such as chatbots , up from just 1% today. Creating accountability for CX improvements Often today, responsibility for the customer experience is spread over multiple departments.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Remco de Vries , Vice President of Marketing, inSided.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition.

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Call Center Customer Support Customer centricity Contact Center 56

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

ChurnZero

OCTOBER 25, 2019

If you would like to hear more from our guest speaker Jason Whitehead, check out his podcast- “ The Jasons Take On… ” which is an unplugged conversational series on key Customer Success topics. How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Analyzing performance for 2020 forecasting.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

SmartKarrot

JANUARY 5, 2021

Having scaled up Gainsight from $1M in ARR to a market-leading giant, Allison has chaired several C-suites and advised founders on go-to-market strategies for their businesses. An award-winning contributor to the Oracle Marketing Cloud Blog series, Peter’s content on Customer Success is highly valued in the Customer Success community.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Responsibilities of a CCO.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

MARCH 8, 2022

Caroline Andreola is a Client Success Strategy professional with product development, product marketing, commercial planning, customer success , and project management skills to name a few. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021. Catherine Blackmore. Dana Alvarenga.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

NOVEMBER 16, 2022

Considering how sophisticated and expensive SaaS products are, it is critical to make sure that every customer gets the most out of their purchase. In times of genuine market uncertainty, this commitment to client success is even more crucial. . The major people who need to collaborate with a customer success specialist include –.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

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

SmartKarrot

APRIL 16, 2020

Apply here: [link] Role: Customer Success Consultant, Benelux Location: Amsterdam, Netherlands Organization: Zendesk This is a growth headcount position to join the Customer Success team based in Amsterdam or Copenhagen office focusing on their customer accounts in the Emerging market territories.

Consulting 8

Consulting Consulting Chief Customer Officer Enterprise 8

Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Emilie Chell – Head of Marketing, Growth and Experience, Circles.Life. Erin Wallace – VP, Integrated Marketing, thredUP.

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Chief Customer Officer Customer centricity Contact Center Technical Support 64

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 1, 2019

Abby fears a disengaged customer because she knows the great things that can be accomplished when a customer puts in the work (please please!). When a disengaged customer won’t talk to her she likes to…wait, are you still there? Abby Hammer, Chief Customer Officer. Oh, the horror! KNOW IT ALL.

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Chief Customer Officer SaaS Upselling Customer Support 40