Peter Lavers

JULY 7, 2015

A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C). The remaining two sessions covered customer-centric strategy development and the transformational journey.

Customer centricity 150

Customer centricity Chief Customer Officer Banking Automotive 150

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Help Scout

SEPTEMBER 14, 2021

5 strategies and 13 tips for small business customer service. In order to better understand how customer service acts as a competitive advantage, we reached out to three different small business leaders to get their insights. Tip #1: Don’t worry if it doesn’t scale. Tip #2: Let customers see behind the curtain.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

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.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

Vcaretec

JUNE 6, 2022

Join Shep’s 71,000+ followers on Twitter and subscribe to the Shepard Letter for weekly customer service tips. vcare-expert-anna-sabryan Anna Sabryan : Anna is an experienced social media and modern marketer at Oracle who blogs about the digital customer service and customer experience.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Fonolo

JANUARY 14, 2020

When it comes to customer service and experience content, Shep is the Godfather. . And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. . Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. Why is Quarterly Business Review important?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

Satrix Solutions

DECEMBER 1, 2020

Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. We’re often talking to clients and providing tips and strategies that we’ve seen proven very effective.

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

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

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. Here, she talks about the best practices to get effective c ustomer onboarding. Should onboarding be different for different customers? What are the best practices & suggestions that you’d have for the same?

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

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. Four Tips to a Better Renewal Process. Customer Success Around the Web.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

MARCH 28, 2023

Customer support history. Support interactions are an opportunity to delight customers. A best practice is to send a CSAT to a customer whenever a support ticket is closed. It allows you to deliver relevant messages as a customer is using a product. Event participation.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. Tip #1 for CSMs: embrace change As humans, we struggle with change.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ChurnZero

DECEMBER 27, 2019

Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? 5 Tips f or Dealing with An Angry Customer (The Right Way!) . Mitigation starts with an acute self-awareness of your initial reaction to a customer’s concerns. Customer Success Resource.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . We asked him to join us for this month’s webinar to discuss exactly how to do that. . You will automatically build loyalty and the people that you bring into that room, they can become your seed group. .

Chief Customer Officer 52

Chief Customer Officer Education B2C B2B 52

Squelch

MAY 17, 2019

Read on for a recap of the Squelch team’s experience at Zendesk Dallas and then view event details, a weather forecast, and packing tips to prepare for Zendesk NYC. The Showcase kicked off in Texas last month and will head to New York next week.

Chief Customer Officer 40

Chief Customer Officer Best practices Marketing Feedback 40

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 Metrics Education 75

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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

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 80

Chief Customer Officer Sales SaaS Customer centricity 80

SmartKarrot

APRIL 27, 2020

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. One of the most followed newsletters in the Customer Success space, it does a great job of offering you the latest customer-centric growth tips. #2 2 Keep THE CUSTOMER. by Customer Thermometer. 6 Enlightened Customers.

Chief Customer Officer 12

Chief Customer Officer Customer centricity Coaching Metrics 12

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. Chief customer officer.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

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. he has been supporting the customer relationship management professionals and teams for over decades now.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Coaching 21

SmartKarrot

FEBRUARY 9, 2022

This is the best way to scale for any company. Once you have the information in your hand, pitch the idea to the CFO using the following tips. Budget for customer success can be difficult. You need to articulate why the customer success departments need the budget. These will make your company and CSMs more efficient.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. There’s no excuse to ask your Customer Success Managers to be doing things and not enabling them first. Customer Success Resource.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 98

Metrics SaaS Surveys Self service 98

Amity

NOVEMBER 25, 2014

Over three or four years of working in the cloud – in the “early days” – I recognized a need for a role that wasn’t sales (selling) or support (technical issues) but focused on best practices in using your product to help their business (and yours). Tip: If salespeople ask for them to assist in pre-sales you’ve hit on the value.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

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

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. Chief customer officer.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

JUNE 10, 2020

Although this blog covers all aspects of customer success, it is mainly focused on churn reduction, revenue expansion and improving customer satisfaction. #3 This blog is mainly focused on career building tips along with latest CS insights from the industry. #4 4 Chief Customer Officer Council. By Todd Eby.

Chief Customer Officer 10

Chief Customer Officer Coaching SaaS Customer centricity 10

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 52

Metrics SaaS Surveys Self service 52

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. We’re inviting customer success executives to meet with one another. Do any other people have tips for you?

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

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

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies.

Management 52

Management Upselling Accountability 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. Have additional tips that would be helpful to people like you?

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

TechSee

JUNE 16, 2022

In addition, Eric is a member of Miele’s International Service team, to help identify, streamline and share global best practices and promote service excellence. Jim Iyoob, Chief Customer Officer at Etech Global Services. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 252

Customer Service Chief Customer Officer Contact Center Consulting 252

ClientSuccess

OCTOBER 17, 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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM. Let’s get started!

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56