Totango

OCTOBER 25, 2022

The tiers of a SaaS company’s customer success team structure may have a variety of roles. Digital Success Manager : This is a specialized hybrid CS and IT role responsible for maintaining your customer success software, integrating it with your customer journey, and managing software functions such as tracking customer data.

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Best practices Chief Customer Officer Customer centricity Sales 97

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. Executive Sponsor: .

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Management Chief Customer Officer Upselling SaaS 98

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

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Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. Taking stock and keeping tabs on this data will reveal well-timed opportunities to upsell or cross-sell.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

JULY 2, 2021

Example: Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month. For example, you craft a white-glove service for your high-value customers and a low-touch service for your low-value customers.

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Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Customer Success Around the Web.

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Chief Customer Officer Customer centricity Best practices 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. Drive Results that Last.

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Chief Customer Officer Customer centricity Best practices Enterprise 50

ChurnZero

DECEMBER 29, 2020

A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. 9 Must-Have Integrations to Level Up Customer Success Software. 9 Must-Have Integrations to Level Up Customer Success Software.

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SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

DECEMBER 2, 2022

We wanted to make sure that there was a particular avenue for any individual contributor to ask questions and have them answered by our chief customer officer. Every single customer is valuable, but that doesn’t necessarily mean that the value of each customer is the same.

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Chief Customer Officer Enterprise Upselling Sales 98

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. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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Upselling Surveys Chief Customer Officer Consulting 85

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

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. Customer Success Around the Web.

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Sales Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 30, 2020

We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. Customer Success Compensation Catches Up to Sales. Nick Mehta CEO, Gainsight. . . .

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SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

JULY 9, 2020

For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data. After watching the webinar, did the customer’s feature or overall product adoption increase? Uncover Opportunities With Upsell Campaigns. Fulfill Your Customers If You Want to Retain Them.

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SaaS Marketing Upselling Chief Customer Officer 64

Squelch

OCTOBER 25, 2019

Customers expect to have a voice.” — John Ragsdale , VP of Technology Research at TSIA. What if we took the unstructured data, moved it to front and center, and extracted learnings from it? “Your customers are comparing you to the best customer experience they’ve ever had.” — Elisabeth Zornes , Chief Customer Officer at Zendesk.

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Chief Customer Officer Entertainment Government Upselling 40

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. A number of CEOs have walked in the shoes of their customers. You don’t have data. You don’t know your customers.

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Journey mapping Chief Customer Officer B2B SaaS 57

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 . Dr. Carl Gold , Chief Data Scientist, Zuora . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight .

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Chief Customer Officer Sales SaaS Customer centricity 80

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. Top concerns for the Chief Technology officer.

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Chief Customer Officer Customer retention Upselling CRM 18

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. From onboarding through renewal and upselling, Gotlieb said there are many stages where customers are at risk of being lost.

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Chief Customer Officer call center software Benchmark Upselling 72

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! And this is my forecast.

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Management Upselling Accountability Metrics 52

Talkdesk

FEBRUARY 5, 2021

Video commerce has become a great tool not just for consumer education, but also for upselling and cross-selling. Influencers and consultants are leveraging video to show how products can work better together, encouraging customers to buy them both. need real-time access to holistic customer data.

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Contact Center Brand ambassadors Consulting Consulting 87

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

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

FEBRUARY 9, 2022

The problem for the CCO is to showcase the real value of the customer success as a department and then get the budget approval. CSMs need to know the latest trends and hacks in customer success. A simple guide on customer onboarding can help them improve the efficiency of the process and reduce time to value.

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Chief Customer Officer Upselling Benchmark Metrics 10

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

Squelch

JULY 23, 2019

Private companies known as Application Service Providers hosted and rented enterprise software, which was deployed in their own data centers without purchasing licensing. Of course, hopefully they retain customers much longer and expand their purchases through upsells and cross-sells in order to not only break even but reap a profit.

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SaaS Customer centricity Chief Customer Officer Sales 53

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. I would have thought it’d be big data, etc. Do you see some tension evolving between sales and Customer Success teams? Anything you can do to get those folks adopted.

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. I would have thought it’d be big data, etc. Do you see some tension evolving between sales and Customer Success teams? Anything you can do to get those folks adopted.

SaaS 52

SaaS B2B Upselling Metrics 52

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

Squelch

JULY 23, 2019

Private companies known as Application Service Providers hosted and rented enterprise software, which was deployed in their own data centers without purchasing licensing. Of course, hopefully they retain customers much longer and expand their purchases through upsells and cross-sells in order to not only break even but reap a profit.

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40

Amity

JULY 28, 2014

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. — A number of CEOs have walked in the shoes of their customers. You don’t have data. You don’t know your customers.

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Journey mapping Chief Customer Officer SaaS Metrics 48

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 2, 2021

Hence, a customer success leader is appointed in a company to supervise the growing number of CSMs. CSLs get involved to enhance the data-driven engagement of the clients through their CSMs. They have more rights to visibility into each CSM through a customer success platform. Chief Customer Officer.

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Chief Customer Officer Upselling Marketing Enterprise 8

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. It need not always be the chief customer officer. Discuss terms of renewal. Final Thoughts.

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Chief Customer Officer Benchmark Finance Metrics 10

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. Conflict resolution.

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Chief Customer Officer SaaS Upselling B2B 10

ChurnZero

OCTOBER 25, 2019

Q: How do you go about sharing usage data to drive adoption with your customer without it seeming like you’re calling out users or “tattling” to their manager? . To help you and your team with this arduous process, please join our panel-style webinar to hear advice on: End-of-year retention and upsell efforts.

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Chief Customer Officer SaaS Customer advocacy Sales 49

SmartKarrot

JUNE 5, 2020

The UI must be easily comprehensible and should present well all the insights gleaned from the collected data. They need a CRM software like Salesforce to mostly manage customer data. A customer servicing software like Freshdesk, an internal communication software for the team and what not. . Customer Success Sales.

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