This site uses cookies to improve your experience. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country, we will assume you are from the United States. Select your Cookie Settings or view our Privacy Policy and Terms of Use.
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Used for the proper function of the website
Used for monitoring website traffic and interactions
Cookie Settings
Cookies and similar technologies are used on this website for proper function of the website, for tracking performance analytics and for marketing purposes. We and some of our third-party providers may use cookie data for various purposes. Please review the cookie settings below and choose your preference.
Strictly Necessary: Used for the proper function of the website
Performance/Analytics: Used for monitoring website traffic and interactions
Hyper-focused on moving innovation and shareholder value forward, Kate leads with the strategic and go-to-market skills developed over 20 years as a growth-oriented B2B enterprise technology disruptor. Kate champions digital innovations that create the best customer experience and solutions.
Dan is currently the General Manager at GainSight EMEA and is one of the foremost thought leaders in customer success. His deep understanding of customer success and customersupport makes him one of the most sought-after CX leaders in the world. Dan Steinman Follow @dantsteinman. Dennis Snow Follow @DennisSnow.
Bliss is a fitting last name for the Founder and CEO of CustomerBliss , which focuses on improving the lives of customers in any industry. Intercom’s blog is fundamental reading if you’re keen to learn about building customer relationships, creating trust, and nurturing a healthy help center. On the agenda? The takeaway?
It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? The CustomerSupport Experience Of The Future , by Tom Tunguz.
As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space. These experts make up our inaugural list of the Vcare Top 50 Customer Care Influencers. Connect: @cx_jodi Jeanne Bliss Bio: Jeanne has led Customer Experience for five major U.S.
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.
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.
Customer Success is the team that makes sure customers are onboarded and welcomed, that they are adopting the service and product the way you expect them to, that they renew at the right time, and maybe even expand. What are some of the metrics that a Customer Success team needs to be aware of? Let’s do the math for a second.
Customer Success is the team that makes sure customers are onboarded and welcomed, that they are adopting the service and product the way you expect them to, that they renew at the right time, and maybe even expand. What are some of the metrics that a Customer Success team needs to be aware of? Let’s do the math for a second.
Further proof: findings from an April 2022 survey by TELUS International found that nearly 60% of consumers said they would rather sit in a traffic jam than have a poor customer experience. How can companies be more customer-centric, and what sorts of tools and technologies can aid them along the way?
But we still want you to be able to take advantage of the books that can transform your current customersupport operations. For this reason, we’ve compiled a list of 30 excellent customer service related books, separated by comprehensive categories so you can find exactly what you need in record time.
Is Customer Experience the Key to B2B Differentiation? Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices.
That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. That task falls to your Customer Success team.
That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. That task falls to your Customer Success team.
For example: Responsibilities: Work with developers to improve the product based on customer needs; but not responsible for customersupport and ticket management. Help the ChiefCustomerOfficer to create a churn reduction plan. 2+ years B2Bcustomer success or related field (e.g.
She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the ChiefCustomerOfficer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies.
A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supportingB2B SaaS companies and developing their Customer Success capabilities. Additionally, he serves as the ChiefCustomerOfficer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.
It was a B2B SaaS company serving the healthcare space. I took that customer SAT for that team from about 40% to 98% month over month. And this was another start B2B SaaS company in healthcare, that seems to be my wheelhouse these days, and I led implementation, support and customer success for that organization.
Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Bhavika Kochhar. Gemma Cipriani-Espineira.
These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and ChiefCustomerOfficer (CCO). Create a strong, unified customer experience. Like what you are reading?
Today there is a need for digital adoption by CIOs in B2B SaaS companies. . In traditional terms, a CIO is one who would respond to information on the website and effective management of the IT support. The role has evolved to accommodate the unanimous increasing influence of customer experience.
Product companies often lack expertise in leading the ancillary units like customersupport, finance and back-office. When you have a customer success team of your own, you have complete control over their deployment for maximum impact at an organizational level. The post Should You Outsource Your Customer Success?
The services of these professionals aim at turning each new client or subscriber into a loyal long-term customer. They maintain such a relationship with customers that they feel valued thus improving customer retention and leading to the company’s growth. appeared first on SmartKarrot l Comprehensive Customer Success.
“Pixalate has a reputation for being hyper focused on customer success, and I’m eager to build upon that strong foundation as we continue international expansion.”. Anastasia Zdoroviak – Director Customer Experience, DoorDash. Dione Hedgpeth – ChiefCustomerOfficer, Sumo Logic. Connect with Amanda.
Depending on who your customers are and what your business model is, it might make sense to include phone support in your 2020 customersupport plan. The ChiefCustomerOfficer is on the rise.
We organize all of the trending information in your field so you don't have to. Join 34,000+ users and stay up to date on the latest articles your peers are reading.
You know about us, now we want to get to know you!
Let's personalize your content
Let's get even more personalized
We recognize your account from another site in our network, please click 'Send Email' below to continue with verifying your account and setting a password.
Let's personalize your content