Totango

SEPTEMBER 24, 2018

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. . Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

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Chief Customer Officer Customer centricity Best practices Enterprise 50

ChurnZero

OCTOBER 30, 2020

While acknowledging that Sales is extremely challenging, Mehta recalls prior experiences – such as upselling a sizeable expansion or winning a new contract because of an advocate – where, although Sales led and closed the deal, the CSM’s ongoing involvement in the account made the sell significantly easier. How do you counter this?”.

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SaaS Chief Customer Officer Sales Metrics 93

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

Squelch

JULY 23, 2019

So companies could make a lot of money selling software without having to provide ongoing value to the customers using it. Private companies known as Application Service Providers hosted and rented enterprise software, which was deployed in their own data centers without purchasing licensing.

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SaaS Customer centricity Chief Customer Officer Sales 53

Squelch

OCTOBER 25, 2019

Here’s my list of top 10 CX quotes from TSW: “Digital transformation is enabling the transparent enterprise. Customers expect to have a voice.” — John Ragsdale , VP of Technology Research at TSIA. What has fundamentally changed in the industry is how much we care that the customer achieves their business outcome.

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Chief Customer Officer Entertainment Government Upselling 40

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” moments we experienced during the conversation.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Squelch

JULY 23, 2019

So companies could make a lot of money selling software without having to provide ongoing value to the customers using it. Private companies known as Application Service Providers hosted and rented enterprise software, which was deployed in their own data centers without purchasing licensing.

SaaS 40

SaaS Customer centricity Chief Customer Officer Sales 40

Comm100

FEBRUARY 20, 2018

More and more customers expect companies to accommodate their schedules and deliver 24/7 customer service. While some enterprises have turned to cheaper international or freelance live chat teams to solve this problem, others are now investing in Chatbots. Drive Revenue.

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Chatbots Contact Center Chief Customer Officer Benchmark 58

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Forming upselling and cross-selling strategies.

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Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

OCTOBER 25, 2019

Or I’ve had customers where they had a team of 15 full-time and create an entire new department about it because it was an organization-wide Enterprise issue. 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

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. “How

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Chief Customer Officer Upselling Customer retention CRM 18

SmartKarrot

MARCH 8, 2022

Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Bhavika Kochhar. Gemma Cipriani-Espineira. Julie Hogan.

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Chief Customer Officer SaaS Coaching Customer centricity 21

SmartKarrot

JUNE 22, 2020

Role: Customer Success Manager Location: Bay Area, CA or Remote, US. Organization: Gremlin Gremlin is seeking a CSM who can support their Enterprise customers. Monitor customer health and track product adoption through features used. upsells, renewals, and more. This role reports to the Chief Customer Officer.

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Chief Customer Officer Upselling Enterprise Best practices 10

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Forming upselling and cross-selling strategies.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies.

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Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

FEBRUARY 2, 2021

What more, with a vast exposure to different business functions, a customer success professional gets to learn about the business at a much faster rate that gives them the opportunities to grow in different directions. Those paths are: Conventional Path: CSM -> CSL -> Director or VP of CS -> CCO CSM -> Enterprise CSM.

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Chief Customer Officer Upselling Marketing Enterprise 8

SmartKarrot

JUNE 5, 2020

Customer Success Sales. These individuals are the key players for guiding the customer through their renewal or upselling decisions. And for upselling they have to show how much more can be achieved if the customer decides to switch from a basic to advanced plan. Onboarding Project Managers.

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Chief Customer Officer Technical Support Upselling SaaS 10

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: It is worth giving a dive in. Whitepapers.

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SaaS Chief Customer Officer Benchmark Customer retention 10

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Dione has more than 25 years of experience in enterprise IT, ranging from start-ups to high growth public companies. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper. Kellie Capote – Chief Customer Officer, Gainsight.

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Chief Customer Officer Customer centricity Contact Center Technical Support 64