Amity

NOVEMBER 22, 2013

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. And to achieve this, customer support is now customer success. Still expectation gaps remain, customer success by definition is still in its infancy, processes are immature and confusion reigns.

Chief Customer Officer 81

Chief Customer Officer SaaS Metrics Customer Support 81

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?”. What Boaz discussed is definitely more appropriate to the earlier phases when companies are tens or hundreds of people. How can CSM Practice Help! .

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

ChurnZero

FEBRUARY 8, 2022

“Our customers’ performance and satisfaction are what motivate us to deliver the best possible software and service,” says Abby Hammer, chief customer officer of ChurnZero. “The The Best Software award from G2 is a testament that our customers are succeeding, and they are helping their customers succeed.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. You agree to more one-off product enhancements and take on more custom work. Customer Success Around the Web.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

JANUARY 13, 2023

2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. As more mundane tasks are automated by machine learning and AI, people have increasingly more time to devote to developing relationships with customers. Joel Passen , co-founder, Sturdy.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

JUNE 17, 2022

Bree: Definitely. I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now. Bree: This is a holistic view.

Metrics 52

Metrics SaaS Surveys Self service 52

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend? I love the community around it.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

Amity

JANUARY 30, 2014

As we move into 2014, companies will be more focused than ever on the customer centric organization. While many SaaS companies are shifting towards pooled and self-serve support, some will focus on generating a deep understanding of their customer’s business drivers, their unique definitions of success, and how they are using services.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ChurnZero

FEBRUARY 8, 2022

“Our customers’ performance and satisfaction are what motivate us to deliver the best possible software and service,” says Abby Hammer, chief customer officer of ChurnZero. “The The Best Software award from G2 is a testament that our customers are succeeding, and they are helping their customers succeed.

Chief Customer Officer 52

Chief Customer Officer SaaS Marketing Management 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. What are some of the metrics that a Customer Success team needs to be aware of?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. What are some of the metrics that a Customer Success team needs to be aware of?

SaaS 52

SaaS B2B Upselling Metrics 52

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.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

OCTOBER 6, 2023

We might be biased, but the CS industry has some of the most uplifting, passionate, supportive, curious, smart, and driven people out there in SaaS today. Arguing for the motion were Kathy Isaac , vice president of customer success at Carbide , and Allastair Meffen , vice president of customer experience at Definitive Healthcare.

Chief Customer Officer 52

Chief Customer Officer SaaS Healthcare Marketing 52

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 . CS brings focus to their purpose. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. Reinventing the Customer Experience.

Customer Service 88

Customer Service Gamification Consulting Consulting 88

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

CustomerSuccessBox

MARCH 3, 2022

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. The first comprises: why is it necessary for the SaaS firms to reduce or eliminate churn? The second: 10 laws of “Customer Success” The third deals with CCO – Chief customer officer, Technology and The Future.

Management 52

Management Chief Customer Officer SaaS Sales 52

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer Customer centricity Education Finance 10

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. Definitely. I definitely think it helped. I was employee number 10. I love that.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

ChurnZero

OCTOBER 25, 2019

But definitely what I’ve found is that when people make those investments in this the business outcomes for their organization and not just the value, they get form their technology but throughout the entire adoption transformation effort it’s really astronomical and it can really pay for itself. Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

SmartKarrot

JANUARY 5, 2022

Irit is also the Chief Customer Officer & CEO at CSM Practice. She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space. Dave is the Founding Director at Customer Success Leaders Institute and the CEO of TheCustomer.Co

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

DECEMBER 20, 2021

Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Chief Customer Officer Metrics B2B 19

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. So, what exactly has resulted in this change in the SaaS industry? Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

SmartKarrot

FEBRUARY 22, 2022

As a Chief Customer Officer, you need your team to understand your customer success goals and work in alignment with the strategies developed by you. So, as your customer success team grows in size you will have to get ready for educating, involving, and aligning the right people at the right position.

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Education 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

APRIL 20, 2020

This customer success book details five steps to build a trust-based relationship. It is especially useful for customer success managers who act as a part of their customers’ team, looking to build and maintain trust. Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Engineering 10

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Have a look at the top 10 customer success blogs.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

MARCH 3, 2022

Why Do You Need a Chief Data Officer in Your Organization? The definition of Chief Data Officer and roles discussed above can be enough reasons for some businesses to decide that they require a Chief Data Officer. Implementing data analytics to identify pain points in the business process.

Chief Customer Officer 10

Chief Customer Officer Government Analytics Big data 10

SmartKarrot

NOVEMBER 16, 2022

Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex. The dynamics of relationships are fundamental to SaaS (Software As A Service) sales.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

Fonolo

JANUARY 22, 2020

Simply click on any conference to be taken to the details, or scroll on to see the full list in detail: Customer Service and Contact Center Conferences 2020: Customer Contact Week, Nashville. Chief Customer Officers USA, Atlanta. Next Generation Customer Experience, Indian Wells. Zendesk Relate, Miami.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

ProProfs Blog

JUNE 30, 2020

Navigate when office politics is on the rise. But it definitely gives a great insight into how leaders can bring a lot on the table easily. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Coaching 128

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

AUGUST 21, 2020

Equipping your CSM team with things like configurable in-product guidance can often solve customer requests while freeing your product and development teams to introduce more innovative new products. Naomi Aiken , Customer Success Team Lead, ChurnZero. There will be a renewed focus on new customer onboarding.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales B2B 84

ChurnZero

NOVEMBER 1, 2019

Abby fears a disengaged customer because she knows the great things that can be accomplished when a customer puts in the work (please please!). When a disengaged customer won’t talk to her she likes to…wait, are you still there? Abby Hammer, Chief Customer Officer. Oh, the horror! KNOW IT ALL.

Chief Customer Officer 40

Chief Customer Officer SaaS Upselling Customer Support 40