ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Build a profitable customer experience.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 65

Chief Customer Officer Contact Center Surveys Customer retention 65

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? 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. SaaS onboarding makes or breaks your customer retention.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

8x8

FEBRUARY 22, 2018

Your customers aren’t transferred or forced to endure long hold times. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9

Metrics 66

Metrics Interactive Voice Response Chief Customer Officer Contact Center 66

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

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.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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

Pointillist

JUNE 5, 2019

By Gary DeAsi It’s no surprise that customer experience is now a make-or-break factor for business success. But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business?

Management 89

Management Analytics Metrics Chief Customer Officer 89

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. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Calabrio

JULY 26, 2017

Sales and marketing are busy attracting and signing new customers, but who’s nurturing those existing relationships? Just one dissatisfied customer can influence an entire network of prospective customers. If customer experience is genuinely a top priority for the company, someone needs to lead the charge.

Chief Customer Officer 49

Chief Customer Officer Customer retention Sales Metrics 49

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q: Do you use surveys to measure success and value? .

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

8x8

FEBRUARY 22, 2018

Your customers aren’t transferred or forced to endure long hold times. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

8x8

FEBRUARY 22, 2018

Your customers aren’t transferred or forced to endure long hold times. Aberdeen’s survey findings show year-over-year improvements in customer satisfaction more than doubled for companies that have integrated unified communications with their contact center. Customer retention is higher–the study shows a 9.9

Metrics 48

Metrics Interactive Voice Response Chief Customer Officer Contact Center 48

ChurnZero

JANUARY 22, 2021

The big mistake there – and this is if there are any VPs, managers, Chief Customer Officers – you have to know if your team is motivated by money, and I’m telling you most people are not. Customer Success Around the Web.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Chief Customer Officer 52

Chief Customer Officer Surveys Customer retention Accountability 52

CustomerSuccessBox

DECEMBER 24, 2021

This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Consider surveying your customers at significant points in your interaction with them. Additional Read- Customer Retention Guide. Let’s find out.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! To me, this entire scenario has relevance for every organization, and none more than Customer Success. There has been a lot of industry buzz in the rise in prevalence of the Chief Customer Officer (CCO).

Chief Customer Officer 52

Chief Customer Officer Customer centricity Journey mapping Coaching 52

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

Calabrio

JUNE 1, 2017

While many brands are prioritizing the customer experience, our newly-released study identifies a disconnect between goals and execution. Recently, we surveyed more than 800 marketing and customer experience leaders from the US and the UK in partnership with global research consultancy, Morar.

Chief Customer Officer 40

Chief Customer Officer Contact Center Surveys Customer retention 40

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.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 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. Today we are talking about your business and how to achieve success with your existing customers. What are they doing?

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

ChurnZero

JANUARY 4, 2019

“Based on customer demand for more insights and value, SaaS companies will continue to wrestle with and achieve a better balance between customer interactions that are deep, rich and human and those that are tech-based (automated, scalable). 13.) “ AI will become more customer facing to improve Customer Success in 2019.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JUNE 17, 2022

An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters. Use post-onboarding surveys (NPS, CES, CSAT) to confirm. Recognize and follow up on any individual customer’s concerns. Customer retention, churn prevention, all of those efforts start at the very beginning.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

OCTOBER 28, 2021

To help us continue to learn and grow, ChurnZero, ESG, and Higher Logic, invited CS leaders to participate in a survey for the second year in a row, to share their experiences of where they fit within their organization and the influence they have. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Q&A Recap.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

Lumoa

JANUARY 19, 2023

A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. They also monitor customer behavior and trends in order to inform product decisions and track changes in customer sentiment over time.

Customer Experience 88

Customer Experience Metrics Feedback Analytics 88

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.

Chief Customer Officer 52

Chief Customer Officer Finance Surveys Sales 52

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

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. Looking to Give Your Customers an Unbeatable Experience? Look no further than AnswerDash!

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

ChurnZero

JANUARY 4, 2019

“Based on customer demand for more insights and value, SaaS companies will continue to wrestle with and achieve a better balance between customer interactions that are deep, rich and human and those that are tech-based (automated, scalable). 13.) “ AI will become more customer facing to improve Customer Success in 2019.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

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?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

CustomerSuccessBox

JUNE 7, 2022

You know, getting a really good understanding of what’s going on with the customer. I really believe that if employees are really miserable and you have high employee turnover is going to lead to unhappy customers. Um, and that’s the only survey that goes out or maybe, you know, customer satisfaction.

Management 52

Management Surveys Chief Customer Officer B2B 52

ChurnZero

JULY 9, 2020

The goal of ChurnZero RYGs, our (now virtual) networking events, is to create a lively space where customer success leaders can swap notes and talk shop amongst one another. We send registrants a survey with a topic list and create the agenda using the highest-voted ideas. There are many things we wish we could have predicted for 2020.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

SmartKarrot

JULY 15, 2022

Hotjar is a powerful customer journey mapping tool enabling CCOs to gain valuable insight into customer behavior. Hotjar contains various tools such as session recordings, feedback surveys, heatmaps and much more that can clearly understand user experiences and customer journey patterns.

Journey mapping 10

Journey mapping Chief Customer Officer Feedback Analytics 10

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?

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53