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.

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SaaS Chief Customer Officer Upselling Metrics 98

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key. Build vs. Buy.

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Chief Customer Officer Customer centricity Best practices Enterprise 51

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

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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

Amity

APRIL 7, 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 number of reference-able clients.

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Chief Customer Officer Metrics Consulting Consulting 67

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.

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Sales Chief Customer Officer Upselling Accountability 59

Education Services Group

OCTOBER 28, 2020

The business review is an opportunity for Customer Success Managers to dive deeper into gaining a better visualization of the customers’ business planning for the future strategies that will help the customers to achieve their goals. QBR Best Practices. What are the end goals of the business?

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Chief Customer Officer Best practices Upselling Customer retention 45

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). Have them carry a quota to pay for their role. I always had a quota under me.

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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 . Jay Nathan , Founder & Managing Partner, Customer Imperative . Customer Success Resource.

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Chief Customer Officer Sales SaaS Customer centricity 61

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 number of reference-able clients.

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Chief Customer Officer Metrics Accountability Consulting 40

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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ChurnZero

JUNE 3, 2022

During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product. 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.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product. 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.

SaaS 52

SaaS B2B Upselling Metrics 52

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. What am I expecting?

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Management Upselling Accountability Chief Customer Officer 52

ChurnZero

NOVEMBER 15, 2019

Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the new year. Customer Success operations planning.

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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.

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Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

MARCH 8, 2022

A leader who believes in ‘paving a path forward no matter the odds,’ Elli Wu is a Customer Experience professional, board advisor, engagement expert, speaker, and author. Currently, she is the Vice President of Customer Experience at Bugcrowd. She has led several high-tech companies to build a customer-centric business culture.

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Chief Customer Officer SaaS Customer centricity Coaching 21

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.

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Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

JUNE 22, 2020

Lead customers through the entire post-sales journey by leveraging your understanding of the customer’s business goals and how Gremlin can help achieve them. Provide support to the sales team in maximizing the revenue via renewals and new revenue generated from upsells. upsells, renewals, and more.

Chief Customer Officer 10

Chief Customer Officer Upselling Enterprise Best practices 10

SmartKarrot

FEBRUARY 9, 2022

CSMs need to know the latest trends and hacks in customer success. With that, they can bring out a change in net retention rates or NRR, expansions, cross-sells, upsells, health scores , customer satisfaction scores , NPS, and so much more. You need to show proof of how and what your customer success team achieved.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark SaaS 10

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

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

SmartKarrot

AUGUST 16, 2022

All things renewal, upsell, and other expansion formats can be considered. You will know if the customer or key customer is keen on being associated again with the company when their subscription expires. If the product is very technical, you can even include the CTO or such C-executives to get the best outcomes.

Chief Customer Officer 10

Chief Customer Officer Benchmark Metrics Finance 10

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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SmartKarrot

NOVEMBER 16, 2022

No transaction is enormously successful until the customer has fulfilled their end of the bargain (perhaps with an upsell or two along the way). . Considering how sophisticated and expensive SaaS products are, it is critical to make sure that every customer gets the most out of their purchase.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: It is worth giving a dive in. Whitepapers.

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SaaS Chief Customer Officer Benchmark Customer retention 10

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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