Mindtouch

APRIL 17, 2017

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. Bill Hobbs , Totango, VP of Enterprise, @hobbs_bill, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Beyond Philosophy

MAY 12, 2021

Moreover, predictive analytics should take into account customers’ motivators to predict what customers are doing accurately. These companies also had a strategy around workforce management, meaning how they serve customers using technology and human assets together. Remember that integrated technology is essential.

Chief Customer Officer 221

Chief Customer Officer Analytics Technology Surveys 221

ChurnZero

JANUARY 14, 2020

“Customers leveraging LinkedIn Data Validation are now able to use real-time insights to influence critical workflows when key contacts change jobs,” says Abby Hammer, ChurnZero, Chief Customer Officer. . Have LinkedIn Sales Navigator Enterprise Edition . Getting Started .

Sales 81

Sales Chief Customer Officer CRM Enterprise 81

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. We also have one resource dedicated to those customers in our mid-market that have given cancellation notice or are at high-risk.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For us, we identified the biggest problem (CSMs had too many accounts to be proactive) and worked to create structure and processes around how many accounts CSMs had, what qualified a customer to have a CSM, and what the process was in assigning CSMs.

Chief Customer Officer 108

Chief Customer Officer Best practices Accountability Feedback 108

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

Totango

OCTOBER 25, 2022

Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. Team Leaders who report to executives and supervise customer-facing team members. What Roles Are on a Customer Success Team?

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

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.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

ClearAction

APRIL 13, 2023

After you nurture potential customers along their buying journey, there’s the handoff to Accounts Receivable, customer onboarding, account management, Customer Success, Customer Service, Customer Loyalty, etc. Championing brand integrity is the ideal purpose of Chief Customer Officers.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

CustomerSuccessBox

MARCH 2, 2022

The demanding position in the business is this role in the customer success department. Depending on the size of the company, an enterprise firm will have higher positions that have a chief above him. Senior Customer Success Manager. Chief customer officer. Customer success coordinator.

Chief Customer Officer 52

Chief Customer Officer Enterprise SaaS Metrics 52

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. 6) Reset CXM Roles as Facilitators of CX Accountability.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. You don’t see Customer Success making a million dollars a year, but some salespeople do,” says Mehta. “So,

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision). 24 Ways to Boost 2024 CX ROI.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Mindtouch

APRIL 23, 2018

The connected customer is upon us. The subscription economy demands a proactive Support and Success initiative to serve that customer. And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. Keri Keeling , Head of Global Customer Success at Oracle.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers. Having a critical knowledge of customers, and learning from their unique behaviours, therefore, remains fundamental to the success of CX.

Customer Experience 59

Customer Experience Chief Customer Officer Customer centricity Enterprise 59

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. Account Executive – A hunter. Account Manager – A farmer.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ClearAction

JANUARY 20, 2020

How customers see your contribution to what they want in their life/business. Crystal-clear performance for your core-growth customers, to firmly differentiate your brand. Guides daily decisions and enterprise-wide structure, staffing, budgeting, policies, processes. 6) Reset CXM Roles as Facilitators of CX Accountability.

Surveys 90

Surveys Metrics Chief Customer Officer Feedback 90

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

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. We’re not Account Managers (a vitally important role in Enterprise B2B business) where the allegiance aligns with growing the account.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 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. That is the biggest particularly for companies selling into high-value customers, enterprise type customers.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Netomi

JUNE 18, 2023

Editor’s Note: The Top Customer Centricity Examples article was originally written on July 19th, 2022 and was most recently updated for relevance and clarity on June 18th, 2023 Customer centricity. Customer obsession. Customer focus.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Personalization 52

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc.

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

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

ChurnZero

JANUARY 4, 2019

“The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Lumoa

JANUARY 19, 2023

Larger Organizations and Enterprises (CX teams of 10 to 20 people) Typically, a large organization’s customer experience department has a complex structure and is a significant part of the company. Here’s an example of how an enterprise customer experience department might be structured.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” moments we experienced during the conversation.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Netomi

JANUARY 5, 2022

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. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

JUNE 21, 2017

Therefore, we reason that: The concept of “maturity” is not new in the business world; Software development teams are applying CMMI (CMU’s Capability Maturity Model Integration) processes, Process managers often utilize the PEMM (Hammer’s Process and Enterprise Maturity Model) , and.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

Comm100

FEBRUARY 20, 2018

By automating simple tasks, Chatbots offer customers speeder support at a lower rate for companies. According to one report, Chatbots currently account for business cost savings of $20 million globally. More and more customers expect companies to accommodate their schedules and deliver 24/7 customer service.

Chatbots 72

Chatbots Contact Center Chief Customer Officer Benchmark 72

CSM Magazine

DECEMBER 20, 2016

The other challenge is fundamental, and it has to do with showing a quantifiable business impact of CX initiatives behind purely qualitative metrics of customer satisfaction or similar. Challenge 1: Who should govern customer experience management? Who should own customer experience? Who should be accountable for managing it?

Customer Experience 40

Customer Experience Chief Customer Officer Government Journey mapping 40

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. Customer Success leaders with product-focused teams will need to quickly transform their programs to focus on value. Brian Hoffman , Account Executive, ChurnZero.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

JANUARY 4, 2019

“The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. Customer Success Operations is execution.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

ChurnZero

OCTOBER 25, 2019

Or I’ve had customers where they had a team of 15 full-time and create an entire new department about it because it was an organization-wide Enterprise issue. Who in your organization is accountable for that? So, if no one is accountable for that, how likely is it to happen? Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49