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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Customer Service Chief Customer Officer Contact Center Call Center 136

ClearAction

MAY 29, 2016

The common thread across all of these things is on-target: making it easier and nicer for customers to get things done in their life or business. How Customers Think of Customer Experience. From the customer’s viewpoint, they certainly want everything provided by Marketing to be easy and personalized.

Marketing 97

Marketing Customer Experience Chief Customer Officer Calibration 97

CSM Practice

AUGUST 3, 2020

That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. The longer the sales cycle, the more time, energy, and effort the salesperson has put to create the relationships which are the sole key in order to serve the customers.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

Satrix Solutions

JULY 21, 2021

We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn.

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Chief Customer Officer SaaS Customer retention Metrics 78

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. VP of Customer Success : This person oversees the development and implementation of CS strategies, manages the existing customer base, and handles the management and growth of the CS team.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Education Services Group

APRIL 13, 2020

“Each ChurnZero customer receives a dedicated Customer Success Manager (CSM) that guides them through training to gain a deep understanding and full adoption of the entire platform,” says Abby Hammer , Chief Customer Officer at ChurnZero. ChurnZero is headquartered in Washington, D.C.

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Consulting Consulting Chief Customer Officer Construction 89

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

Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success. • Meetups.

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Chief Customer Officer Customer retention SaaS Best practices 56

C3Centricity

MAY 11, 2020

Once the board has endorsed the initiative, the every-day leadership should be handled by someone who exemplifies customer-centricity and has a passion for customer delight. According to this article in Forbes, the responsibilities of a CCO are to: Bring The Customer To Life.

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Customer centricity Chief Customer Officer CRM Sales 98

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

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SaaS Chief Customer Officer Consulting Consulting 96

360Connext

MARCH 8, 2018

Jeannie and I share something in common: a passion for human evaluation of the customer experience. We both enjoy dissecting the moments that matter to customers and employees to truly understand what fosters a great relationship and yields professional and personal results. You’re in charge of #CX!'”

Marketing 63

Marketing Journey mapping Chief Customer Officer Advertising 63

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. How Customers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

CustomerSuccessBox

MARCH 2, 2022

Ultimately customer success helps to: Reduce Churn Increase recurring revenue. Boosts the customer lifetime value. Enhances the annual retention rate. Improving customer retention and loyalty. Let’s look at each role’s salary: Customer Success Manager. Senior Customer Success Manager.

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Chief Customer Officer Enterprise SaaS Metrics 52

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Customer Success Managers.

Chief Customer Officer 87

Chief Customer Officer Enterprise Management Customer retention 87

ChurnZero

DECEMBER 29, 2020

This article dives into each side’s argument as they debated for and against Customer Success owning these revenue sources. Top 4 Metrics Chief Customer Officers (CCOs) Must Know. 5 Ways to Reduce Churn by Delivering a Consistent Customer Experience. 7 Trust-Building Tactics to Increase Customer Loyalty.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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

ChurnZero

JANUARY 22, 2021

This was followed by 20% of respondents who cited a fear of failing or getting a “no” from a customer and 17% who fear not having an answer to a question and looking silly. Q: How do you set a clear future meeting date when using chat or email as opposed to phone or in-person conversation? So, we speak from an authentic place.

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Sales Chief Customer Officer Upselling Metrics 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. Today we are talking about your business and how to achieve success with your existing customers. What was your personal experience?

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Surveys Personalization Chief Customer Officer Customer centricity 98

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

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Chief Customer Officer SaaS B2B Metrics 48

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 . CS brings focus to their purpose. .

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Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” 13.) “ AI will become more customer facing to improve Customer Success in 2019. .” – Abby Hammer, VP of Products, ChurnZero. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Amity

MAY 22, 2016

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? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

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Journey mapping Chief Customer Officer B2B SaaS 57

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

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Customer Experience Big data Chief Customer Officer Technology 59

CustomerSuccessBox

AUGUST 16, 2022

Customer Success Podcast is often the ultimate reservoir containing the valuable content you need! Some advantages of listening to podcasts are that they are: Time-efficient Cost-effective Portable Personalized Convenient to use. Link to the podcast: Women in Customer Success Podcast. Andrew Michael hosts the podcast.

SaaS 52

SaaS Chief Customer Officer B2B Benchmark 52

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

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SaaS Chief Customer Officer Surveys Feedback 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. Interview Date: July 18, 2020.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Netomi

JANUARY 5, 2022

LinkedIn: David Avrin – Customer Experience Keynote Speaker and Consultant – Visibility International, LLC. Through her expertise and personal approach, Denise has become an in-demand keynote speaker inspiring business leaders around the world to build great brands and exceptional organizations. Denise Lee Yohn.

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Customer Experience Customer Service Consulting Consulting 98

Amity

JULY 28, 2014

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%). You don’t know your customers.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

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. .

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Chief Customer Officer Education B2C B2B 52

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

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Chief Customer Officer Marketing Customer centricity Customer retention 10

ChurnZero

JANUARY 4, 2019

These will be personalized, but technology-based, and will help CSMs to focus on the areas where they can provide proactive, strategic value to their customers.” 13.) “ AI will become more customer facing to improve Customer Success in 2019. .” – Abby Hammer, VP of Products, ChurnZero. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

CSM Magazine

DECEMBER 20, 2016

Many important aspects of customer experience have deeply technological implications that cannot be managed by ‘analog’ methods any longer, such as customer segmentation, journey mapping, content personalization, satisfaction scoring, analytics, and one-silo customer data management that underpins it all.

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Customer Experience Chief Customer Officer Government Journey mapping 40

ChurnZero

JULY 9, 2020

At ChurnZero, we created our Admin Academy – a series of live, recurring webinars – to give customers the knowledge and skills they need to configure ChurnZero. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager.

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SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

JANUARY 15, 2021

In 2021, organizations will be re-evaluating the operating models and plans for future growth as lockdowns begin to ease, and they have the option to return to in-person work. Bigger budgets for Customer Success. Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Many new hybrid work models will emerge.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. What is Customer Goodwill?

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Chief Customer Officer Construction Accountability Customer retention 53

ChurnZero

OCTOBER 25, 2019

Q: How do you start a conversation regarding a customer’s need to establish an internal success team for your product? Depending on how big they are, the team can be one person, part-time if it’s a really small application used by very few people. It can just take some hunting to get to the right person. .

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Chief Customer Officer SaaS Customer advocacy Sales 49

CustomerSuccessBox

JUNE 7, 2022

I really believe that if employees are really miserable and you have high employee turnover is going to lead to unhappy customers. And then the customer experience isn’t going to be great and then they’ll leave too. So that’s not something that not only we don’t get into, but also myself personally.

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Management Surveys Chief Customer Officer B2B 52