Kapta Customer Success

SEPTEMBER 19, 2016

Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand. CX Journey. forEntrepreneurs. CCO Council. We welcome your feedback!

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

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

ChurnZero

AUGUST 25, 2020

Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . . Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

is a customer intelligence platform that uses artificial intelligence to help businesses accelerate growth from existing data. Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. What does your team look like at your company, and how do you center around the customer?

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

Amity

APRIL 7, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Satrix Solutions

DECEMBER 1, 2020

We started off life here at Waypoint as a consulting company and worked with our clients around change management all the time. Process adherence, things like how deep and wide are relationships inside key customer accounts? What percentage of our customers are truly with us? Steve Bernstein. How big is our footprint?

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. Why did you give that score?

Consulting 126

Consulting Consulting Metrics Feedback 126

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. 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.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Colin Shaw.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

ChurnZero

OCTOBER 13, 2023

In 2001, author and consultant Patricia Seybold could see that technology was having a profound impact on business economics. The customer, she wrote in her book “ The Customer Revolution ,” was in charge. Businesses had to become more customer-centric.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

ProProfs Blog

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

ChurnZero

FEBRUARY 13, 2023

The chief customer officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

FEBRUARY 13, 2023

The Chief Customer Officer (CCO) owns the revenue number for an organization’s customer base and oversees all customer activities. They’re also responsible for creating a strong, customer-centric company culture with accountability and ownership of the customer experience at all levels.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

CustomerSuccessBox

FEBRUARY 27, 2019

Now we all know that to be successful, customer success should be a company-wide effort instead of just being the sole effort of the customer success department. But someone needs to be responsible and held accountable for the results and ROI of customer success. Should Customer Success report to Sales?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . How do you break down your programs to achieve maximum benefit for both your customers and your company?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . After purchase, you have the customer’s contact information. Click here to enlarge map) .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. What is Customer-Centricity DNA? (4-point 4-point checklist).

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Internal outcomes will be attained as a result of focusing on how to help the customer accomplish their business outcomes.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Toister Performance Solutions

OCTOBER 26, 2017

Author, speaker, consultant, Brad Cleveland Company, LLC. Chief Customer Office, SalesLoft. You'll need either a LinkedIn Premium subscription or a Lynda account to view the full course. The only caveat was the idea had to be implemented with very little time, money, and resources. Here's what they shared.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Practice

APRIL 17, 2017

Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. 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.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

ChurnZero

NOVEMBER 8, 2019

Customer Relationship Management systems (CRMs) primarily function as a relationship information database. They focus on opportunity management – like the manual activities that typically exist within accounts. In fact, they allow your team to manage more accounts without the need to increase headcount. .

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Amity

JUNE 21, 2017

Vendors are likely to find that such customers require more consulting and education than software solutions. It seems only trivial that customers whose CSM maturity is low should be managed in a different way than customers whose CS teams are very mature.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . Increase focus on ‘meh’ accounts. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

inmoment

MAY 14, 2020

In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” While there are several approaches a health insurance company could leverage to identify owners, we often recommend using the RACI framework (Responsible, Accountable, Consulted and Informed).

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

ChurnZero

JULY 9, 2020

At ChurnZero, we created our Admin Academy – a series of live, recurring webinars – to give customers the knowledge and skills they need to configure ChurnZero. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

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Metrics SaaS Surveys Self service 98

CSM Magazine

DECEMBER 20, 2016

In 2016, the questions of ownership and business impact of customer experience management are still open. Learn more from the CRM consulting perspective. They say executive buy-in makes for an easier road to the happy customer, thanks to allocated budgets and all-round support with resources. Who should own customer experience?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

CSM Magazine

AUGUST 22, 2019

But the question remains, how are customer service leaders eliminating “cost-center” mentality and ensuring they are recognized as the face of, and driver for, organization-wide strategy? “At At WeWork, we see member experience as critical to member success and therefore to unlocking account-based growth. VP, Returns, Walmart.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40