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

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. It complements other CX metrics but is less likely to stand alone.

B2B 52

B2B B2C Surveys Metrics 52

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

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

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

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

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

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

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. Kissmetrics is a SaaS company-focused blog allowing you to optimize your marketing based on metrics.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

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. For example, one component could be identifying which customers have executive involvement.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Amity

JULY 28, 2014

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? And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

FEBRUARY 23, 2023

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. Good customer support is good marketing too.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

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. Good customer support is good marketing too.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Amity

JULY 26, 2018

For example: Purpose of the position: To increase customer loyalty within the existing customer base. Having metrics in this section is a plus because it tells applicants you have measurable (and hopefully attainable) goals in mind for them. Help the Chief Customer Officer to create a churn reduction plan.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Reinventing the Customer Experience.

Customer Service 88

Customer Service Gamification Consulting Consulting 88

Squelch

JULY 23, 2019

Unfortunately, quarterly metrics don’t really help in providing a long view of what the customer needs. Companies that truly understand customer success, however, always keep the customer’s needs in mind and formulate a customer experience strategy for the long haul. What do I mean by that? Thank you, Irene!

SaaS 53

SaaS Customer centricity Chief Customer Officer Sales 53

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Demonstrated ROI – does the customer have proven results? It’s often said that the best leaders are great teachers.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

FEBRUARY 26, 2019

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. We’re not Account Managers (a vitally important role in Enterprise B2B business) where the allegiance aligns with growing the account.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

SmartKarrot

FEBRUARY 21, 2022

When it comes to B2B SaaS organizations, there is a growing interdependency on the relationship between the change agent and key decision-makers. The role of CCOs as a change agent in B2B SaaS organization. Establish customer metrics to define the relationship with the existing customers.

Chief Customer Officer 10

Chief Customer Officer B2B SaaS Feedback 10

CustomerSuccessBox

JUNE 7, 2022

Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. We asked Anita to share her opinion on customer churn and retention. Absolutely.

Management 52

Management Surveys Chief Customer Officer B2B 52

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Case in point—How many more articles are necessary to explain NPS?

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Squelch

JULY 23, 2019

Unfortunately, quarterly metrics don’t really help in providing a long view of what the customer needs. Companies that truly understand customer success, however, always keep the customer’s needs in mind and formulate a customer experience strategy for the long haul. What do I mean by that? Thank you, Irene!

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

DECEMBER 20, 2021

Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Chief Customer Officer Metrics B2B 19

Vistio

MAY 28, 2022

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.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

SmartKarrot

MARCH 8, 2022

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. Gemma Cipriani-Espineira. Kellie Capote.

Chief Customer Officer 21

Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

OCTOBER 29, 2021

This makes a case for customer success to have a seat at the leadership table. This transition dates only a decade back since customer success as a domain has started to gain traction in the B2B industry. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

SmartKarrot

NOVEMBER 11, 2020

And that is when the role of an efficient customer success org structure comes into play. The given infographic shows how a sample B2B customer success org structure should look like. This usually deals with streamlining the tools, policies, metrics, and commercial compensations, and aligning them with the vision.

Chief Customer Officer 12

Chief Customer Officer B2B Accountability SaaS 12

SmartKarrot

MARCH 10, 2022

Today there is a need for digital adoption by CIOs in B2B SaaS companies. . The role has evolved to accommodate the unanimous increasing influence of customer experience. In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric.

Customer Experience 11

Customer Experience SaaS B2B Chief Customer Officer 11

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer centricity 10

Customer centricity Chief Customer Officer SaaS B2B 10

SmartKarrot

AUGUST 16, 2022

With QBRs, it is easier to spot and identify problems with customer usage. You can prevent customer churn before it actually happens. Only when some metric goes off the benchmark can you know something is wrong. Customers can voice their issues with the usage, feature, or support process of the product.

Chief Customer Officer 10

Chief Customer Officer Benchmark Metrics Finance 10

SmartKarrot

MAY 11, 2022

Use data to inform decisions and focus on the metrics that matter. If you’re unsure what metrics matter most for your business, ask someone who knows more about your industry than you do: an experienced CFO or COO would be a good place to start. appeared first on SmartKarrot l Comprehensive Customer Success.

Finance 12

Finance B2B Metrics Chief Customer Officer 12

SmartKarrot

MAY 26, 2022

With that in mind, you need to use data analytics and insights to identify the metrics that will help you track progress. For example- You can share a dashboard of the key metrics that matter across the company. To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Education 10

Education SaaS Analytics Surveys 10

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