Remove Accountability Remove Chief Customer Officer Remove Coaching
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How to Structure Your Customer Success Team

Totango

He needs a good catcher and good infielders and outfielders to support him, good batters to score points, and good coaches to make strategic play calls. When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used.

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The current state of Customer Experience and how I would like it to be

Customer Guru

Mapping the customers for each department gives a clear view of how the department’s work impacts the customer experience of the end customer, who is most likely being served by the sales and account management department. The best way to achieve this is to build a Customer Journey Map (CJM).

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Announcing the People’s Choice: TOP 100 Customer Success Strategists of 2017

Mindtouch

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Director: Customer Success Operations, @netmow, LinkedIn.

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40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Blog

We’ve covered some of the best selling customer service books that will help you grow as a leader and work towards building better strategies for customer delight. Peggy Klaus is a Fortune 500 coach who is here to help individuals that easily excel at their jobs every day but don’t know where to go from there.

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Do customer success teams have an operational leadership gap?

ChurnZero

“Being a good customer leader used to be primarily about human relationships: the emotional intelligence-driven aspects of customer work and people management on fast-growing teams,” says Abby Hammer, ChurnZero’s chief customer officer and chief product officer. 45%) Coaching and mentoring our team.

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How to Get Your Customer Success Budget Increased

Amity

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

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VP Customer Experience Role for Growth

ClearAction

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Bachelor’s degree.