Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Customer centricity 48

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. You often see the best results from working out when you stick to a few basic exercises and progressively increase your weight over time.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

Kayako

FEBRUARY 13, 2019

If you split the commercial relationship between sales and customer success, I would examine if there was a segment of your customers who would renew and organically grow a single CSM on the account vs. having two resources (sales and CSM) on the account. Very few products are built from a customer success perspective.

Chief Customer Officer 59

Chief Customer Officer Metrics Education SaaS 59

ClientSuccess

FEBRUARY 26, 2019

I’ve been walking our clients through this exercise lately and it’s been quite eye opening for them to say the least. 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.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

inmoment

MAY 14, 2020

Participants received exercise DVDs and resistance bands, food scales, and other weight loss support items. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #3: Do You Know Who Owns the Member Experience?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. Customer Hub linkedin twitter Why? blog linkedin twitter Why? The key is in *how* you use it.

Consulting 126

Consulting Consulting Metrics Feedback 126

ChurnZero

JULY 9, 2020

Customer Tenure – have they been a customer for at least nine months to a year? Product Usage – is the account above 80% license utilization with high usage across all features? CSM Sentiment – does the customer have at least a 4 out of 5 sentiment score in ChurnZero? Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Another recommendation I’d give is to learn your audience and evaluate customers for the right level of engagement.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

FEBRUARY 2, 2021

You start from being an Individual contributor by managing a group of customers to higher leadership positions. In the beginning a CSM must be managing 30 to 50 accounts. Customer Success Leader. Customer Success Leader is the most common next role in a career path for a customer success manager.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

SmartKarrot

MAY 26, 2022

In some cases, there is no accountability for data usage. Educational Programs: Programs and events about group problem solving, design thinking, hackathons, and such exercises can help improve the educational level in the organization. Hire the right people. This is the case with data.

Education 10

Education SaaS Analytics Surveys 10