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Totango is in attendance at this year’s conference where the topics consists of bestpractices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. Customer Success is driving customer expansion and retention.
With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.
Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the ChiefCustomerOfficer role.
I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.
The Totango CAB brings together select influential industry leaders representing new and long-time enterprise customers who have demonstrated a high level of engagement to advance industry-wide innovation and customer success bestpractices. Eugene Trautwein, VP of Customer Support, Commvault.
Jeanne has been helping companies create deeper relationships with their customers for over 35 years. She has worked Microsoft, Allstate, and Lands’ End, pioneering the role of the “ChiefCustomerOfficer” . Top Pick: 7 tips and resources for ChiefCustomerOfficers and C-Suite Customer Experience Leaders.
In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For example, slowly creating a training program for new CSM onboarding, or creating bestpractices, deeper knowledge and product management relationships on an aspect of our product.
To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s ChiefCustomerOfficer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. They become active on our own community.
But this year, rather than hosting one multi-day conference, Zendesk is putting on a series of one-day events across the country under the banner of Zendesk Showcase. Although the format has changed, our excitement to sponsor Zendesk events remains as strong as ever. Registration opens at 8 am and talks start at 9 am.
This is a guest blog post by Jay Nathan, ChiefCustomerOfficer 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.
Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key. Jamie Bertasi , Chief Operations Officer and ChiefCustomerOfficer at Totango, kicked off the event and spoke about the need to drive more impact for CS. More about the event here.
Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share bestpractices and speak freely and openly about the current state of Customer Success. . Check out Customer SuccessCon for yourself.
SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.
Here are a few other active groups: Customer Success Management. ChiefCustomerOfficer Institute - CCOi. Customer Success. ChiefCustomerOfficer. • OUTCOMES: The SuccessHacker Community. • Slack Communities.
The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Look out for More Totango Events in the Future. More about the event here. Learn more about Totango here.
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 Sue on LinkedIn 7. Follow Emilia on LinkedIn 8.
Feeling a bit nostalgic , we practiced our own self-reflection to create a curation of our proudest accomplishments this year. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Best Tech Startup Finalist in 2019 Timmy Awards .
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, ChiefCustomerOfficer and CEO of CSM Practice, was recently invited by Planhat to talk about Customer Journey Mapping for B2B Organizations.
An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. Jay Nathan , ChiefCustomerOfficer, Higher Logic.
Mary Poppen, Glint’s ChiefCustomerOfficer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. Glint’s Customer Success Team brings extensive experience and a successful track record of implementing employee engagement programs at many of the world’s leading enterprises.
There are multiple aspects to this, from making a customer focus part of your company vision and objectives, prioritizing it in recruitment and training plans, implementing technology and processes to support it, and even linking customer centricity to company bonuses. Balancing the human and the digital in customer experience.
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, bestpractices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.
A bestpractice is to send a CSAT to a customer whenever a support ticket is closed. Event participation. The volume of event participation—in webinars, virtual conferences and meetings—is one way to measure this indicator. Another is to consider the quality of the event.
Speaker: Jay Nathan , ChiefCustomerOfficer of Higher Logic & Co- Founder of Gain Grow Retain . There’s not a one-solution-fits-all provider for all those pieces but everybody should integrate as much as possible so that you can provide a one-stop-shop for your customers. .
By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , ChiefCustomerOfficer , ChurnZero . Ashvin Vaidyanathan , ChiefCustomerOfficer , Gainsight . Customer Success Resource.
The good news is that drawing on the experience from other maturity models, we identified a few bestpractices. Considered one of the early executives to help drive the development of the Customer Success function, Boaz is a frequent speaker, writer and presenter at conferences and events.
He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Alex is also the Founder and CEO of Customer Success Excellence – the world’s first awards event dedicated to the Customer Success profession. Maranda Dziekonski is a ChiefCustomerOfficer at Swiftly, Inc.
Think customer health scores are only good for calculating renewal likelihood? When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants?
Irit Eizips, CSM PracticeChiefCustomerOfficer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth.
Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, bestpractices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers.
You can always rely on me to do that for family events, for work, for college events. We moved into as-a-service—whether it’s software, content, food—then the pricing models follow, then the service models follow, and then the bestpractices follow. Proving the business value of Customer Success.
You can always rely on me to do that for family events, for work, for college events. We moved into as-a-service—whether it’s software, content, food—then the pricing models follow, then the service models follow, and then the bestpractices follow. Proving the business value of Customer Success.
For example: Ben wants to hire a new customer support advocate for his team. Ben’s ChiefCustomerOfficer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. Think about how you can help them progress, but don’t be too direct in your approach.
Moderator: Abby Hammer, ChiefCustomerOfficer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . Customer Success Around the Web. Danielle Middlebrook, Sr.
Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time ChiefCustomerOfficer with global giants. Additionally, he serves as the ChiefCustomerOfficer at Higher Logic. Jeanne Bliss. Jay Nathan.
Practical CSM is a monthly newsletter which provides an ongoing measurement to how one is doing at every step of the Customer Success journey. #5 5 ChiefCustomerOfficer Council. Learn the bestpractices & critical strategies to drive solid business results. #6 6 Enlightened Customers.
This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jim Iyoob, ChiefCustomerOfficer at Etech Global Services. Follow on LinkedIn.
If the product is very technical, you can even include the CTO or such C-executives to get the best outcomes. It need not always be the chiefcustomerofficer. For example: If your product is a finance solution, the main users would be the customer’s finance team.
Whether you’re interested in speaking, exhibiting or simply attending these events, we wanted to keep everybody informed on the upcoming Contact Center and CX Events. With that, here are some of the events taking place in May 2018 (in chronological order) with direct links to each event: CX 18 - May 1-4, Nashville, TN.
She leads the XM Institute’s research into CX and EX bestpractices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. In 2014, Ian officially became a Certified Customer Experience Professional. Temkin Group was acquired by Qualtrics in October 2018.
Dione Hedgpeth – ChiefCustomerOfficer, Sumo Logic. As Sumo Logic’s chiefcustomerofficer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!
His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “PracticalCustomer Success Management: A bestpractice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.
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