TechSee

MARCH 7, 2023

She is also an experienced National Account Manager with a demonstrated history of working in the hospitality industry. Jeanne Bliss, CEO Customer Bliss – Jeanne Bliss guides companies to achieve business growth through leadership bravery and elevated business practices. She is known globally for transforming businesses.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

ChurnZero

JANUARY 14, 2020

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. . LinkedIn launched Data Validation, a feature that helps Customer Success professionals manage their contacts and ensure they have the most up-to-date contact data.

Sales 81

Sales Chief Customer Officer CRM Enterprise 81

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. David Baga , Lyft, Chief Business Officer, @justbaga, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Increasingly, brands understand the importance of the customer.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

ClearAction

MAY 25, 2023

Use customer comments as the basis for performance standards for every work group, for reviews and approvals of people and processes and organizations, and for EVERY cost containment effort: do things in alignment with what customers want and do not want: they are paying for your salaries, budgets, and profit sharing.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

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. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

Kayako

OCTOBER 23, 2017

That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

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 Surveys Metrics 52

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? Leverage CS to Increase Sales.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

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

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Therefore, surveys of B2B practices may understate the actual work being done. Seeing the Full Picture.

Customer Experience 97

Customer Experience B2B Management B2C 97

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

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

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. CCO Council. His focus is on vital metrics for growth.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

JULY 2, 2021

The difference between NRR and GRR is that GRR doesn’t account for expansion revenue. Over time, your customer base becomes more diverse and has more opportunities to churn. Since you’re always looking for new expansion pathways, you need to build a Customer Success team that’s focused on growth and sales.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

ClearAction

MARCH 22, 2024

. — Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. ” Influencing Companywide model for CX is a Team Sport: — Identify the top 2-4 themes : what are core-growth customers pursuing through your brand?

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). This end-to-end experience of customers must be tightly coordinated for brand integrity — and consistently focused on lifetime value.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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. Customer Success Compensation Catches Up to Sales. So much more happens after that initial sale.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 6) Reset CXM Roles as Facilitators of CX Accountability.

Customer Experience 120

Customer Experience Surveys Metrics Chief Customer Officer 120

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

ChurnZero

AUGUST 11, 2020

I’ve had a few situations where the person was more interested in the sale than truly helping me find the right solution. To increase customer retention in the next wave, train your Customer Success team to listen to what the customer says they need to find the right solution for them. I’m sure you have too.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ClearAction

JULY 8, 2024

Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue. These metrics are about what customers will soon experience.

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

ChurnZero

FEBRUARY 17, 2022

When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” But CRM functionality only accounts for a tiny sliver of what Customer Success software was built to do in regards to automation, adoption tracking, and journey lifecycle management.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ChurnZero

OCTOBER 13, 2023

First, she advocated for a single executive leader to be charged with overseeing the post-sale teams and ensuring customers get value from a product. That notion evolved into what we know today as the chief customer officer.

Chief Customer Officer 52

Chief Customer Officer Benchmark SaaS Customer centricity 52

ClientSuccess

NOVEMBER 20, 2020

Attendees will hear from some of the leading experts in customer experience and come away with actionable strategies to implement in their own organizations. Chief Customer Officers Conference – [link]. The Next Generation Customer Experience Conference – [link]. The State of Customer Success in 2020.

Chief Customer Officer 52

Chief Customer Officer Education Accountability Management 52

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. All of these mis-steps were well-intended.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Comm100

MARCH 8, 2017

Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is an expert on customer-centric leadership, and an active tweeter. She is an expert on customer-centric leadership, and an active tweeter. Colin Shaw. ColinShaw_CX.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0