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

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 You want customers to fall in love with your brand. I hold nothing back.

Customer Experience 88

Customer Experience Chief Customer Officer Customer centricity Advertising 88

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. The negotiations and deals you make now may have an inadvertent impact on your long-term account health. Product usage decreases.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

Satrix Solutions

DECEMBER 1, 2020

Process adherence, things like how deep and wide are relationships inside key customer accounts? What percentage of our customers are truly with us? If we have 100 accounts, maybe 20 key persona or contacts inside the account, that’s 2000 people. How big is our footprint? How much whitespace do we have?

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

Comm100

MARCH 8, 2017

We have compiled the following list of customer service experts so that you don’t have to. By connecting on Twitter with the experts listed below, you will ensure that you’re getting your daily dose of tools, tips, and advice on customer service from the experts who have been there, done that, and have plenty to say on the matter.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

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) . Abby highlighted several tips surrounding making the case for investment to an executive team. As she explained: .

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

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

Amity

FEBRUARY 6, 2019

Any tips for hiring for this role? I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. An example might be: Q: Describe to me the first step you take when you get a new account/client. The problem is, I don’t know what to look for or where to start.

Management 71

Management Chief Customer Officer SaaS Accountability 71

ChurnZero

DECEMBER 27, 2019

Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? 5 Tips f or Dealing with An Angry Customer (The Right Way!) . Mitigation starts with an acute self-awareness of your initial reaction to a customer’s concerns. Customer Success Around the Web.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Amity

JUNE 3, 2016

Any tips for hiring for this role? I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. An example might be: Q: Describe to me the first step you take when you get a new account/client. The problem is, I don’t know what to look for or where to start.

Management 68

Management Chief Customer Officer SaaS Accountability 68

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Have you used these tips?

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. Jeanne Bliss’s road map to Chief Customer Officer (CCO) is an invaluable resource for anyone looking to progress in the support industry. Have you used these tips?

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. You can find even more tips to quickly fix agent performance with this training video on LinkedIn Learning and Lynda.com. You'll need either a LinkedIn Premium subscription or a Lynda account to view the full course. Greg Collins.

Schedule adherence 56

Schedule adherence Chief Customer Officer Coaching Contact Center 56

ChurnZero

JANUARY 26, 2022

Liz Friscino, Managing Director, Client Success, FiscalNote Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience.

Chief Customer Officer 52

Chief Customer Officer Customer retention SaaS Accountability 52

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Chief Customer Officer 52

Chief Customer Officer Surveys Customer retention Accountability 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. Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. How do you prep a team?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. Tip #1 for CSMs: embrace change As humans, we struggle with change.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

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

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.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

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

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. Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. So yes, it depends.

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

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. Q: What are your thoughts on a Customer Success Operations role to help team efficiencies, processes, adoption, and accountability? It humanizes Customer Success.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

Lumoa

JANUARY 19, 2023

How many different ideal customers (personas) we have? – What are their key characteristics (pro tip: consider both demographics or psychographics )? – Do different types of customers have a preferred way to buy? Pro Tip : Building strong relationships with other departments is not a one-off thing.

Customer Experience 88

Customer Experience Metrics Feedback Employee engagement 88

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

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

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Ultimately, AI will be able to analyze customer interactions and adjust the customer’s journey based upon current sentiments.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

ChurnZero

JUNE 17, 2022

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. Is this dashboard for a specific customer? What this is showing is a group of all of the accounts in onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

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

Amity

MAY 27, 2014

I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. Any tips for hiring for this role? Over the course of the last 12 months, I’ve done regular Google queries on “customer success manager” and the number of jobs on LinkedIn continues to increase – did you know that there are over 16,000 today?

SaaS 48

SaaS Chief Customer Officer Sales Management 48

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Tip: the optimal presentation length is 18 to 20 minutes.).

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

Amity

NOVEMBER 25, 2014

We were in an emerging market and our customers weren’t really sure what to do with the product that was put in front of them. I recognized that in SaaS you had to have a more pervasive accountability to the customer. This alone should substantiate the need for a customer success role within the organization.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

ClientSuccess

OCTOBER 17, 2018

2) From : Sara Masson , Senior Customer Success Manager | Company : Loopio | Location : Toronto, Canada. Our team has recently implemented a “top tip” sharing as part of our weekly team meeting, and it’s had a huge impact. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

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

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn. Absolutely.

Management 52

Management Upselling Accountability Chief Customer Officer 52

CustomerSuccessBox

JUNE 7, 2022

So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. Because you know, different customer segments are going to have different churn rates. It’s really, the business model has to do on this, the size of the accounts. Absolutely.

Management 52

Management Surveys Chief Customer Officer B2B 52