ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. One of the most common questions in SaaS is “What’s a good NRR?”. NRR is both your friend and your “friend.”

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

Netomi

JANUARY 5, 2022

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. He authored the Customer Success book for Wiley! Lynn Hunsaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

DECEMBER 27, 2019

2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category . Overall SaaS Category Winner in 2019 APPEALIE Awards . Tech 100 Company and our Chief Customer Officer, Abby Hammer, was named a Tech 100 Executive by NVTC . SIIA CoDiE Award Finalist .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Chief Customer Officer 52

Chief Customer Officer Customer retention SaaS Accountability 52

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? A number of CEOs have walked in the shoes of their customers. Some organizations believe that they can just use an existing CRM implementation or build something in-house.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

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

ChurnZero

FEBRUARY 17, 2022

And the reality is, it doesn’t matter if we are talking about adopting a new email client, a new customer success software, a new CRM, a new HR portal—heck, even an unexpected update to your favorite web browser can create adoption paralysis. Trust me on this one, your CRM is not enough. No one will ignore this!

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. Don’t lose the customer along the way. Warning Sign to Level Up. Be ready for this.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. Bigger budgets for Customer Success. Marley Wagner , Sr.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

SmartKarrot

JANUARY 5, 2021

His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. She has also geared up many product-based SaaS companies as an Investor in recent times. 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

ChurnZero

AUGUST 23, 2019

Customer Success) and it is even more critical to build out “Customer Success Operations”. To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

SmartKarrot

APRIL 6, 2021

Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer. Increase customer retention Have a customer-centric culture Drive customer behaviour Make customer experience better. Why can’t I use a CRM like I am doing now”?

Chief Customer Officer 18

Chief Customer Officer Upselling Customer retention CRM 18

Vistio

MAY 28, 2022

It was a B2B SaaS company serving the healthcare space. And this was another start B2B SaaS company in healthcare, that seems to be my wheelhouse these days, and I led implementation, support and customer success for that organization. And it can be obviously the phone system that they’d use, their CRM.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

SmartKarrot

JUNE 5, 2020

Customer Success (CS) as a business function has seen enormous growth in the SaaS industry within the last decade. With an evolving need of mutually beneficial relationships with their customers, companies are investing more on building a customer success team. Easy Integration. Wrapping up.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

ClientSuccess

MAY 15, 2019

As a version one, I’d say your very first conversation with customers needs to be all about understanding their business objectives and goals, and then find a place to track that. It doesn’t matter whether it’s a CRM system, another tool, or a spreadsheet…just seek to understand what their goals are!

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45