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. I’m sure you have too.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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

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

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? Customer centricity is the DNA of the company; every single person here passionately works towards the customer. Is there any personal experience which really wowed you? I think they are just the same.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

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

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. . ChurnZero is headquartered in Washington, D.C.

Sales 8

Sales Chief Customer Officer B2B SaaS 8

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

CustomerSuccessBox

AUGUST 16, 2022

Customer Success Podcast is often the ultimate reservoir containing the valuable content you need! Some advantages of listening to podcasts are that they are: Time-efficient Cost-effective Portable Personalized Convenient to use. Link to the podcast: Customer Success Conversations with Rick Adams. Duration: 20 to 30 minutes.

SaaS 52

SaaS Chief Customer Officer B2B Benchmark 52

ChurnZero

JUNE 3, 2022

For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. But to your point, there’s a little bit of customer-centricity, there’s a bit of a commercial aspect to it, and together into one group or even one person. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

For Customer Success managers, when you’re hiring your first few, you feel like it’s hard to find that person. But to your point, there’s a little bit of customer-centricity, there’s a bit of a commercial aspect to it, and together into one group or even one person. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

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. forEntrepreneurs.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

Netomi

JANUARY 5, 2022

Bill’s personal achievements include receiving the Renaissance Hotels General Manager of the Year, Marriott International Leadership Excellence and Sales Excellence Awards, Petoskey Chamber of Commerce Mission Award, and the American Hotel & Motel Association Pearson Award for Excellence in Lodging Journalism. Bruce Temkin.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

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. This all begins in 2024.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Question 3.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

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

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. Download Now.

Customer Service 89

Customer Service Gamification Consulting Consulting 89

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? A number of CEOs have walked in the shoes of their customers. You don’t know your customers. How do you get the CEO to buy in? Well you probably do know who they are.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

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. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

JULY 26, 2018

Do you know exactly what kind of person should fill your missing role? What kind of person will be a good fit with your culture? For example: Amity is a fast-growing customer success company that loves collaboration and teamwork throughout the organization. Help the Chief Customer Officer to create a churn reduction plan.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Brand ambassadors Education Upselling 10

SmartKarrot

FEBRUARY 21, 2022

You can consider a change agent as a catalyst who brings necessary change, i.e., a person who inspires and influences others to bring out the change in the organization. When it comes to B2B SaaS organizations, there is a growing interdependency on the relationship between the change agent and key decision-makers.

Chief Customer Officer 10

Chief Customer Officer B2B SaaS Feedback 10

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. With that in mind, I offer the following observations and insights.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

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.

Management 52

Management Surveys Chief Customer Officer B2B 52

SmartKarrot

JANUARY 5, 2021

A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supporting B2B SaaS companies and developing their Customer Success capabilities. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach. Kristen Hayer.

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Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies.

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Chief Customer Officer Coaching SaaS B2B 23

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 Customer centricity Coaching 21

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

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

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

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

MARCH 11, 2022

There is an ongoing debate in the B2B SaaS world whether there is a need for a CXO position. If you ask me, honestly speaking, there is a lot of importance of a Chief Experience Officer in a B2B SaaS organization. The Chief Experience Officer (CXO) is considered a great campaigner of the organization.

SaaS 10

SaaS B2B Chief Customer Officer Customer advocacy 10

SmartKarrot

FEBRUARY 14, 2022

As a CCO (Chief Customer Officer), your job curtails satisfying your customers’ needs. But, what about the internal customers, i.e., your peers, including CEOs (Chief Executive Officer) and CFOs (Chief Financial Officer). There are many methods for promoting informal bonding.

Chief Customer Officer 10

Chief Customer Officer Morale B2B Customer centricity 10

SmartKarrot

NOVEMBER 16, 2022

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.

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Chief Customer Officer SaaS Upselling B2B 10