ClientSuccess

APRIL 11, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help 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. Company : DataCamp.

Chief Customer Officer 40

Chief Customer Officer Best practices SaaS Metrics 40

ChurnZero

DECEMBER 20, 2021

Join this webinar to learn: Who is implementing customer health scoring in their organizations. The true impact that customer health scores can have. Current customer health score trends to know about. Speaker: Irit Eizips, Chief Customer Officer & CEO, CSM Practice. What’s Next.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Fonolo

JANUARY 14, 2020

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 “Chief Customer Officer” . Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders.

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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.

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

MAY 13, 2022

Tackling these questions is tough for even the most seasoned Customer Success leader. Because as the industry evolves, best practices change. Keeping up with the latest trends from LinkedIn, Slack groups, communities, colleagues, and competitors can feel like a full-time job.

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Chief Customer Officer Finance Feedback Surveys 52

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. appeared first on ChurnZero.

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Best practices Chief Customer Officer Sales Upselling 52

Totango

MARCH 26, 2019

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 best practices. Eugene Trautwein, VP of Customer Support, Commvault.

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Chief Customer Officer Customer centricity Enterprise Best practices 14

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

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Chief Customer Officer SaaS Education Best practices 70

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry. Join Anna’s 28,000+ followers on Twitter.

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outsourcing Chief Customer Officer Customer Care Banking 52

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. Stay ahead of 2024’s customer success trends, challenges and opportunities.

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Chief Customer Officer SaaS Best practices Journey mapping 52

Vcaretec

JUNE 6, 2022

Connect: @RichardDumas Al Hopper Bio: The Al Hopper #CustServ (chat Tues 9pET) & @Social_Path helping our Customers on the path to social. Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service. Market research & trends, best practices, tech.

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Customer Care Chief Customer Officer CRM Wireless 98

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.

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Chief Customer Officer Customer Experience Airlines Best practices 78

ClearAction

FEBRUARY 28, 2019

.” Forces shaping new requirements for what’s known as “workforce of the future” include 24/7 business interactions, business digitalization, transparency to customers, global competition with reduced barriers to entry, and the pace of change in customer expectations, technology, economic and social trends.

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Marketing Customer Experience Best practices Chief Customer Officer 61

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?

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Customer Experience Chief Customer Officer Journey mapping Best practices 50

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. But in practice, it’s not always pragmatic. “At Tip #1: Don’t worry if it doesn’t scale.

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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. .

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Chief Customer Officer SaaS Education Metrics 75

ChurnZero

DECEMBER 2, 2021

Jay Nathan , Chief Customer Officer, Higher Logic. To see what’s next for Customer Success, check out our top three Customer Success trends to look out for in 2022. If you want to be a business leader and if you want a seat at the table, you have to think at that level. Software vendors want in.

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Customer advocacy SaaS Chief Customer Officer Sales 98

GetFeedback

JANUARY 19, 2020

I can’t overemphasize the importance of building maps with real customer intelligence, not just internal opinions. You need to keep a pulse on the various players in a customer account who have a say in purchase decisions. Touchpoint survey best practices. Otherwise, complaints could end up on social media for all to see!

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Surveys Journey mapping Feedback B2B 146

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.

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Chief Customer Officer SaaS Benchmark B2B 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? 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.

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SaaS Chief Customer Officer Education Consulting 73

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. Customer Success Resource.

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Chief Customer Officer SaaS B2B Best practices 64

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.

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Customer centricity Chief Customer Officer Chatbots Best practices 96

Education Services Group

NOVEMBER 8, 2021

Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Our findings support this trend as well.

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Chief Customer Officer Finance Surveys Sales 52

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. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

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Chief Customer Officer Best practices Enterprise B2B 52

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

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SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

FEBRUARY 23, 2021

During the webinar, we cover: Who uses customer health scoring. The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend?

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Metrics Benchmark Chief Customer Officer Accountability 80

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. Identify early usage patterns among your most successful customers; identify features that bring early success. Identify early usage patterns of customers who have churned.

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Metrics SaaS Surveys Self service 98

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. Irit Eizips: (08:54) I can share some of the things that we’ve done.

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Surveys Personalization Chief Customer Officer Customer centricity 98

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.

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Chief Customer Officer Sales SaaS Customer centricity 61

Education Services Group

APRIL 16, 2021

Each customer segment will have their own engagement procedures, delineated by factors like high touch and tech touch (though these pathways of communication are no longer mutually exclusive ). Where does your Customer Success team sit within your larger organizational structure? Organizational Design and Structure.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? 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.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

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.

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Chief Customer Officer Engineering Best practices Metrics 45

ChurnZero

JUNE 3, 2022

There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. When best practices finally follow, and it could be 10 years after the move happened, that’s where CSMS came in.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. When best practices finally follow, and it could be 10 years after the move happened, that’s where CSMS came in.

SaaS 52

SaaS B2B Upselling Metrics 52

ClientSuccess

JULY 23, 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. Being on the CSM frontline allows us to directly influence the success of our clients.

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Technology Chief Customer Officer Consulting Consulting 44

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.

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Chief Customer Officer Upselling SaaS Technology 40

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. Identify early usage patterns among your most successful customers; identify features that bring early success. Identify early usage patterns of customers who have churned.

Metrics 52

Metrics SaaS Surveys Self service 52