ChurnZero

JULY 2, 2020

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 Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. They become active on our own community.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

Squelch

MAY 17, 2019

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.

Chief Customer Officer 40

Chief Customer Officer Best practices Marketing Feedback 40

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

Totango

SEPTEMBER 24, 2018

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 Chief Customer Officer at Totango, kicked off the event and spoke about the need to drive more impact for CS. More about the event here.

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Chief Customer Officer Customer centricity Best practices Enterprise 51

ChurnZero

NOVEMBER 27, 2019

Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Check out Customer SuccessCon for yourself.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

ChurnZero

MARCH 3, 2020

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.

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SaaS Chief Customer Officer Best practices B2B 72

Amity

JANUARY 25, 2017

Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success. Chief Customer Officer. • OUTCOMES: The SuccessHacker Community. • Slack Communities.

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Chief Customer Officer Customer retention SaaS Best practices 56

Totango

NOVEMBER 12, 2018

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.

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Enterprise Chief Customer Officer Customer centricity Accountability 48

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 Sue on LinkedIn 7. Follow Emilia on LinkedIn 8.

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Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

DECEMBER 27, 2019

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 .

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Chief Customer Officer SaaS B2B Best practices 64

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.

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Journey mapping B2B Chief Customer Officer Customer retention 52

ChurnZero

DECEMBER 2, 2021

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 , Chief Customer Officer, Higher Logic.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, 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.

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Journey mapping Customer Experience Management Chief Customer Officer 59

Eptica

NOVEMBER 8, 2017

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.

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Customer centricity Chief Customer Officer Chatbots Best practices 96

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, 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.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ChurnZero

MARCH 28, 2023

A best practice 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.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer 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. .

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . Customer Success Resource.

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Amity

JUNE 28, 2017

The good news is that drawing on the experience from other maturity models, we identified a few best practices. 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.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

CustomerSuccessBox

DECEMBER 6, 2021

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 Chief Customer Officer at Swiftly, Inc.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ChurnZero

FEBRUARY 23, 2021

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?

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

ClientSuccess

MAY 15, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, 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.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45

ChurnZero

JUNE 3, 2022

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 best practices follow. Proving the business value of Customer Success.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

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 best practices follow. Proving the business value of Customer Success.

SaaS 52

SaaS B2B Upselling Metrics 52

Kayako

DECEMBER 3, 2015

For example: Ben wants to hire a new customer support advocate for his team. Ben’s Chief Customer Officer 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.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, 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.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

JANUARY 5, 2021

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 Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jay Nathan.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

APRIL 27, 2020

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 Chief Customer Officer Council. Learn the best practices & critical strategies to drive solid business results. #6 6 Enlightened Customers.

Chief Customer Officer 12

Chief Customer Officer Customer centricity Coaching Metrics 12

TechSee

JUNE 16, 2022

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, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.

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Customer Service Chief Customer Officer Contact Center Consulting 251

SmartKarrot

AUGUST 16, 2022

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 chief customer officer. For example: If your product is a finance solution, the main users would be the customer’s finance team.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

Taylor Reach Group

APRIL 25, 2018

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.

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Contact Center Call Center Customer Experience outsourcing 62

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices 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.

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Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, 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)!

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Chief Customer Officer Customer centricity Contact Center Technical Support 64

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.

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Chief Customer Officer Coaching SaaS B2B 23