ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. And everybody is held accountable to that remediation.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

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. Mary : Accelerated adoption of new features due to building awareness of impact to customer’s business results.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ChurnZero

NOVEMBER 27, 2019

This along with p roper education, planning and an openness to adjust y our approach are important tools for break ing down barriers to monetization. . Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . Drivers for corporate growth are no longer limited to Sales and Marketing.

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Chief Customer Officer SaaS Metrics Education 75

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Chief Customer Officer Finance SaaS Benchmark 87

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Customers’ prosperity is your path to prosperity.

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Metrics Chief Customer Officer Customer retention Strategic Value 62

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. That’s why having a readymade plan for when your customer inevitably falls of track helps to hold them accountable and keep them consistent.

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Chief Customer Officer Education Construction Accountability 52

ChurnZero

AUGUST 11, 2020

This redirecting trained AccuPoint’s customers to check the knowledge base first for answers. . The more you educate your customers on the platform, the more they become advocates and refer your platform for you,” says Timothy Murenzi, founder of GoAnalyze. GoAnalyze had phenomenal results after updating their knowledge base.

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Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. It really comes down to having accountability, making commitments, doing what you say you’re going to do, and having ways to track your progress. Q&A Recap. Marley Wagner , Sr.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ClearAction

APRIL 29, 2020

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. It’s a process of embedding new habits in the enterprise DNA.

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Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Customer Guru

DECEMBER 13, 2017

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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Customer Experience Chief Customer Officer Customer centricity Coaching 119

CX Journey

JUNE 19, 2015

Jeanne Bliss writes about a different approach to achieve customer understanding and organizational alignment: the customer room. It's not new; she wrote about customer rooms five years ago. This year, though, she devotes a few pages in her new book, Chief Customer Officer 2.0:

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Journey mapping Chief Customer Officer Education Engineering 71

Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. CEO - C hief Customer Office Council. Andrew Rhodes.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. Create a revenue engine through communication and education that enable your team to achieve your organization’s top goals. Having a number target makes people more accountable.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

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

Kayako

FEBRUARY 13, 2019

Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Are you still onboarding every user/customer with a web-call? Perhaps there is a segment for which you can leverage tech touch 100% of the time vs. another sub-segment of customers you know need that white glove service.

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Chief Customer Officer Metrics Education SaaS 49

ChurnZero

JANUARY 15, 2021

Customer Success leaders with product-focused teams will need to quickly transform their programs to focus on value. The tech-stack lines will blur between Implementation and Customer Success teams. Brian Hoffman , Account Executive, ChurnZero. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education. Such days are waning.

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SaaS Chief Customer Officer Education Consulting 73

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach. Irit Eizips.

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Chief Customer Officer SaaS B2B Coaching 21

ChurnZero

MARCH 3, 2020

ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse is dedicated to providing in-depth education and networking for anybody working in a post-sale, customer-facing role. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . So, we kept it at 13 partners globally, and right now, those 13 partners represent over 400 accounts globally.

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Coaching 52

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. .

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Chief Customer Officer Sales SaaS Customer centricity 80

Amity

JUNE 21, 2017

Vendors are likely to find that such customers require more consulting and education than software solutions. They probably do not need a lot of coaching and education, but rather higher availability of the software and the most robust and advanced set of features the vendor can offer.

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Chief Customer Officer Coaching Education Consulting 63

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

JUNE 17, 2022

She also oversees onboarding and new hire training as well as ongoing education for the ChurnZero CS team. Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof.

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Metrics SaaS Surveys Self service 98

SmartKarrot

NOVEMBER 11, 2020

Account Development Managers. Account development managers ensure that the customers contact them first with whatever they need. Also, when a client is muddled between an issue, it is generally an account manager whose responsibility is to get them out of the trouble and assist them with suitable solutions.

Chief Customer Officer 12

Chief Customer Officer B2B Accountability Metrics 12

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

Chief Customer Officer 21

Chief Customer Officer Coaching SaaS Customer centricity 21

ChurnZero

NOVEMBER 22, 2019

We hear this question at our local RYG events as well as from our customers all over the world. There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

ClientSuccess

MAY 15, 2019

Secondly, I’ve focused on educating my organization since a majority didn’t really understand what customer success both as a practice and principle were. Other books: Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. Question 5.

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Chief Customer Officer Engineering Best practices Metrics 45

SmartKarrot

FEBRUARY 9, 2022

The other necessity is an investment in professional education and certifications for upskilling professionals in their fields of expertise. CSMs need to know the latest trends and hacks in customer success. This will help you understand the vastly positive nature of investing in customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 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. Moving towards curating a customer-centric executive team requires time and effort.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 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. Moving towards curating a customer-centric executive team requires time and effort.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . No worries if you missed the webinar, you can view it on-demand here.

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Chief Customer Officer Upselling SaaS Technology 40

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.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

APRIL 8, 2022

This is where the COO or the chief operating officer comes in. Though the role is not a new one like the Chief Customer Officer , there have been massive changes and extensive transformation over the years. Accountability and Reporting. Education Qualifications. need to be set by the COO. Delegation.

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Chief Customer Officer Benchmark Banking Employee engagement 10