CSM Practice

DECEMBER 7, 2020

The firm selected board members with the goal of bringing distinctive customer success perspectives from a variety of market segments. The group is tasked with supporting the firm’s ability to capture essential knowledge and advice from experts, implementing best practices in the customer success industry.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

ChurnZero

JANUARY 8, 2021

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.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. ” Marketing and customer experience workforce of the future must be holistic thinkers who can easily see the connections between disparate things and who can balance the big picture and details in their day-to-day job. .

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

Fonolo

JANUARY 14, 2020

Despite being relatively new to the industry, Helpscout has quickly become a reliable resource for customer experience professionals. As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ChurnZero

APRIL 13, 2020

To help ChurnZero customers who are ready to get started but might not have the team or the bandwidth to do so, ESG’s in-house Customer Success and Marketing teams will help create a custom plan along with production of digital assets.

Consulting 98

Consulting Consulting Chief Customer Officer Construction 98

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

Education Services Group

APRIL 13, 2020

To help ChurnZero customers who are ready to get started but might not have the team or the bandwidth to do so, ESG’s in-house Customer Success and Marketing teams will help create a custom plan along with production of digital assets.

Consulting 89

Consulting Consulting Chief Customer Officer Construction 89

ChurnZero

DECEMBER 20, 2021

Lessons learned over the last year from those within the Customer Success community. Overview of the current B2B SaaS market and valuation drivers. Customer Success Maturity Model: Know Where You Stand . Join this webinar to learn: Who is implementing customer health scoring in their organizations. What’s Next.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Most organizations are active on LinkedIn beyond marketing activities to promote hiring, share tidbits of company culture externally and to collaborate. And if so, do you have any tips on what to post? JD : Absolutely!

Chief Customer Officer 108

Chief Customer Officer Best practices Accountability Feedback 108

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. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Vcaretec

JUNE 6, 2022

Connect: @enthused Cohan Leon Daley Bio: Thought Leader @InsideSales Connect: @cohanleon Richard Dumas Bio: Fascinated by startup innovation & tech marketing. Regional Vice President, Demand Marketing at NewVoiceMedia. Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Help Scout

SEPTEMBER 14, 2021

So why exactly is customer service important for small businesses? There are three main reasons: It helps attract and retain customers. It increases the lifetime value of customers. It delivers insights that improve your product, marketing, and/or service. Happy customers don’t tend to take their business elsewhere.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors. This is an excellent text for all members of all teams to read!

Chief Customer Officer 80

Chief Customer Officer Best practices Engineering Sales 80

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

ChurnZero

FEBRUARY 17, 2022

The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Leadership roles – including your directors, vice presidents, chief customer officers – have a huge influence on the effectiveness of your software adoption initiatives. Customer Success Around the Web.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Eptica

JULY 26, 2017

To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers. Transforming customer experience to survive. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

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. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

GetFeedback

JANUARY 19, 2020

The brand invites the customer to complete a survey after a touchpoint, at the end of a completed experience, or periodically to assess the overall relationships. They can range just a single yes/no question to elaborate market research tools. The main weakness of surveys is they tend to get input from very happy or unhappy customers.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Taylor Reach Group

APRIL 25, 2018

Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. This will bring together the biggest thought-leaders across industries to focus on many different facets and functions involved in the design, communication and implementation of best-in-class customer experience.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. So, how can brands deliver the customer experience that consumers require?

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. 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. .

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

ChurnZero

MAY 15, 2024

“Being a good customer leader used to be primarily about human relationships: the emotional intelligence-driven aspects of customer work and people management on fast-growing teams,” says Abby Hammer, ChurnZero’s chief customer officer and chief product officer. First, CS is still evolving.

Chief Customer Officer 52

Chief Customer Officer Coaching Surveys Best practices 52

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

ClientSuccess

OCTOBER 10, 2018

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. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. They’re now worth $5.6

Management 70

Management Chief Customer Officer Best practices Consulting 70

ChurnZero

DECEMBER 20, 2021

Customer: What’s the Difference& Why Does it Matter? Learn the differences to help you make strategic decisions about your customer service. How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Eptica

NOVEMBER 8, 2017

This can cover everything from analyzing customer satisfaction levels for different parts of the journey , gathering employee feedback to learn where improvements are needed, complaints monitoring to identify pain-points, competitor tracking and gathering business intelligence about market innovation and trends.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

CSM Practice

NOVEMBER 16, 2020

Irit Eizips, Chief Customer Officer and CEO of CSM Practice, was recently invited by Planhat to talk about Customer Journey Mapping for B2B Organizations. The marketing team should define the customer success lifecycle journey map. Three Tips.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and the number of reference-able clients.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. It is cheaper to keep a current relationship in place than to lose a client and have to secure a new one.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). Wallstreet will pay attention to Customer Success.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

DECEMBER 2, 2021

Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. You as the leader of your Customer Success team need input into your goals in order to make that part happen. “Not Jay Nathan , Chief Customer Officer, Higher Logic.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. All of the information obtained should be shared with all functions to help in the prioritization of delivering customer value.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52