CSM Practice

NOVEMBER 16, 2020

Little did they know that customer journey mapping gives you the framework to be more customer-centric, most especially for companies that embrace such methodology. Irit Eizips, Chief Customer Officer and CEO of CSM Practice, was recently invited by Planhat to talk about Customer Journey Mapping for B2B Organizations.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

Mindtouch

APRIL 17, 2017

Alka Tandan , Turbine B2B, Principal, @TurbineB2B, LinkedIn. Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Jim Berardone , OnlyBoth, Chief Customer Officer, @JimBerardone, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Fonolo

MAY 10, 2018

Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. When you arrive at his company homepage, WCL Management, which works with B2C, B2B and public sectors, do yourself a favour and head on over to the Latest Thinking section.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Help Scout

APRIL 27, 2021

Current readers may recognize elements like “Chief Customer Officer” as if it is no big deal, but this was unproven ground then. I know this book shaped my approach to customer experience, and it will shape yours, too. Be Our Guest: Perfecting the Art of Customer Service”. Start Reverse”.

Customer Experience 119

Customer Experience Chief Customer Officer B2C B2B 119

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. What are customers and users saying about their experiences with your brand and your competitors?

Surveys 146

Surveys Journey mapping Feedback B2B 146

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

AUGUST 25, 2020

Anna Talerico, Arthur Ventures Anna ( @annatalerico ) is an Operating Partner at Arthur Ventures , an early growth capital firm that leads investments in B2B software companies located outside Silicon Valley. Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

Nicereply

FEBRUARY 25, 2020

Depending on who your customers are and what your business model is, it might make sense to include phone support in your 2020 customer support plan. The Chief Customer Officer is on the rise.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

ChurnZero

JANUARY 3, 2020

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. Really, this is a testament to our Product and Customer Success teams.

Chief Customer Officer 69

Chief Customer Officer B2B Marketing Technology 69

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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

Vcaretec

JUNE 6, 2022

Connect: @teresaallenJodi Beuder Bio: Marketing and Customer Experience fanatic, speaker, writer. Connect: @cx_jodi Jeanne Bliss Bio: Jeanne has led Customer Experience for five major U.S. In addition, wrote Chief Customer Officer and I Love You More Than My Dog. corporations. Former Forrester analyst.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Emilia on LinkedIn 8.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

AUGUST 23, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis).

Chief Customer Officer 56

Chief Customer Officer B2B Marketing Feedback 56

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. Surprise and Delight Your Customers.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

ChurnZero

AUGUST 11, 2020

This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

Kayako

JANUARY 12, 2017

Sujan dives deep into the foundations of what contributes to customer delight, he’ll lead your through the importance of usability all the way to how well your company helps customers. How to Succeed With a Customer-centric Marketing Strategy , by Jill Rowley.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Horizon CX

DECEMBER 27, 2019

In my present research and consulting role, the question naturally arose as to how far NPS has come over those 26 years and to what extent does NPS remain the key customer loyalty and performance metric specifically among B2B organizations or whether it has been supplanted by another and perhaps more favorable CX metric.

B2B 52

B2B B2C Surveys Metrics 52

ClientSuccess

AUGUST 18, 2018

Jamey Jeff, the webinar presenter, is a former Chief Customer Officer with over 20 years experience as a client services executive. The webinar covered five standout strategies of top performing customer success teams. Jamey is a former Chief Customer Officer with over 20 years experience as a client services executive.

Chief Customer Officer 40

Chief Customer Officer B2B SaaS Consulting 40

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Customer Guru

MARCH 7, 2018

Coming from the diverse experience that you have, what are the key differences in customer expectations between B2C and B2B? There is this perception that B2B and B2C are different, but the customer actually expects the same thing in both. Secondly, once the customer has placed the order, he expects a timely update.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

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. Andrew McFarland Senior Vice President, Chief Customer Officer at Black Box.

Consulting 126

Consulting Consulting Metrics Feedback 126

ChurnZero

SEPTEMBER 9, 2019

ChurnZero, a real-time Customer Success platform, announced new appointments of to its leadership team: Abby Hammer as Chief Customer Officer, Hunter Montgomery as Chief Marketing Officer, and Jason Moore as VP of Sales. VP of Marketing at Vocus. .

Sales 8

Sales Chief Customer Officer B2B SaaS 8

ChurnZero

JUNE 3, 2022

What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Learn the three Customer Success trends to look out for in our blog, “ Where is Customer Success headed in 2022? How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Learn the three Customer Success trends to look out for in our blog, “ Where is Customer Success headed in 2022? How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

DECEMBER 27, 2019

How Best to Create a B2B Cus t omer Survey . There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . 2019 is almost a wrap.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. Yet, it’s easily one of the most important elements to the growth of your company. CCO Council. Tomasz Tunguz.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

CustomerSuccessBox

AUGUST 16, 2022

Link to the podcast: Customer Success Conversations with Rick Adams. Gain Grow Retain: B2B SaaS Customer Success. The podcast is dedicated to budding CSMs in the B2B SaaS space and majorly talks about ways to scale businesses and drive customer engagement and growth. Duration: 20 to 30 minutes.

SaaS 52

SaaS Chief Customer Officer B2B Benchmark 52

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. Customer Success adds a whole new dimension to the traditional sales, services and support models.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ChurnZero

AUGUST 21, 2020

Help customers be agile: Customer Success will be increasingly defined by how much your product could adapt to customer’s changing requirements. Abby Hammer , Chief Customer Officer, ChurnZero. “I The biggest customer success trend in B2B in the upcoming year will be personalization.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales Marketing 84

CustomerSuccessBox

DECEMBER 6, 2021

Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer is the Vice President of Customer Success at Cognite. He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ChurnZero

NOVEMBER 1, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. The G2 Momentum Score is based on two factors: 1) Market Momentum (Y-axis) and 2) User Satisfaction (x-axis).

Chief Customer Officer 40

Chief Customer Officer B2B Marketing Feedback 40

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . But for most B2B use cases, the company tends to want to have a little bit more engagement and control over guiding the discussion where it needs to go. So, that’s answer number one.

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

VHT

SEPTEMBER 20, 2018

SaaStr Annual Conference is the largest gathering of B2B software providers in the country, and all of the top names in the industry will be there. IQPC Chief Customer Officer Exchange – Chicago, IL – May 12-14, 2019. Take part in CECP live training for a rewarding, interactive and real-time experience.

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48