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.

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Totango

MARCH 26, 2019

Eugene Trautwein, VP of Customer Support, Commvault. Aron Lanclos, Director of WW Customer Support, Commvault. Peter Storer, Chief Revenue Officer, Avero. Sue Fellows, Chief Customer Officer, Workfront. Brian Merritt, VP Sales and Customer Success, Trustpilot.

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Squelch

MAY 17, 2019

But this year, rather than hosting one multi-day conference, Zendesk is putting on a series of one-day events across the country under the banner of Zendesk Showcase. Although the format has changed, our excitement to sponsor Zendesk events remains as strong as ever. Registration opens at 8 am and talks start at 9 am.

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ClientSuccess

NOVEMBER 20, 2020

With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. Digital Customer Experience Virtual Summit – [link]. February 10-11 – Virtual Event. Chief Customer Officers Conference – [link].

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Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Amit Ronen, Senior VP of Customer Success at Wind River Systems captured a sense of what it takes to align around the customers’ needs.

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ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

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ChurnZero

NOVEMBER 27, 2019

Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Barriers Must be Broken to Effectively Monetize Customer Success .

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Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. The event consisted of a panel discussion.

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ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. In the session she talked about how to proactively manage B2B customers through onboarding, adoption, advocacy and renewal.

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Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

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ChurnZero

DECEMBER 2, 2021

An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. But Customer Success has to accept the customer.

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Natalie Petouhof

JUNE 4, 2015

Tweet Herman Wimmer, Co-President kicks off the event. CEO’s that “get the value of data” are looking to someone in their organization to do it – CIO, CTO, CMO, Customer Service Professional to lead data revelations. Key Principle#3: Cloud for Analytics. It is an opportunity, but it is not without risk.

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Totango

SEPTEMBER 24, 2018

Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key. Jamie Bertasi , Chief Operations Officer and Chief Customer Officer at Totango, kicked off the event and spoke about the need to drive more impact for CS. More about the event here.

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CustomerSuccessBox

DECEMBER 24, 2021

Reimagining the way processes work can tremendously improve customer experience. 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.

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ClearAction

MAY 29, 2016

How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.

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JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. She is the Chief Customer Officer at Gainsight and is responsible for leading the post-sales organization.

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ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

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ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. Businesses were forced to wise up to this fact during the pandemic when new sales shriveled. When you’re a small business, 80% of revenue comes from new sales, generally speaking. NRR is your “friend”.

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Talkdesk

FEBRUARY 5, 2021

Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. .

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ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. This post focuses on how to maximize the biggest sales quarter and close out the year strong, but these same strategies can be applied to make every quarter in 2020 your best on e yet. .

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ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. 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 .

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Squelch

OCTOBER 25, 2019

Hosted by the Technology Services Industry Association (TSIA), the event brought together thousands of technology and services company leaders to share strategies and solutions for meeting rising customer expectations. TSW Event Highlights. They say what happens in Vegas, stays in Vegas. Additional Squelch-TSIA Resources.

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Mindtouch

APRIL 23, 2018

Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success. Optimizing your customers’ success drives not only adoption, but advocacy. Customer advocacy creates expansion within existing accounts while accelerating your net new sales pipeline.

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ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Nurture with Networking Events. Being a good partner and delivering outcomes is expected.

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Solvvy

JUNE 12, 2018

AI, Bots and Humans – The Future Customer Journey is Here. Chas Bowman , Senior Technical Sales Consultant, Genesys. We all know that technology is changing the customer experience landscape. Grab your seat at this discussion to learn how both will play a role in shaping and understanding the customer journey.

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ChurnZero

JULY 21, 2023

Here at ChurnZero, we are privileged to have two women leaders on our executive team: our chief product officer Abby Hammer and our chief customer officer Alli Tiscornia. In their path to the C-suite, both leaders have worked extensively in customer success.

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Eptica

NOVEMBER 8, 2017

There are multiple aspects to this, from making a customer focus part of your company vision and objectives, prioritizing it in recruitment and training plans, implementing technology and processes to support it, and even linking customer centricity to company bonuses. I am going to focus on four of them here.

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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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Amity

JUNE 28, 2017

This post will explain how to calculate a CMI, how to design a comprehensive framework to combine the insights from CHS and CMI, and how to develop playbooks to address customers’ needs based on them. The data can be supplied by the CSM, by the sales team, by the customer or by some combination of the above.

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Amity

JUNE 21, 2017

Sales teams apply qualification criteria to assess the readiness of their prospects to be able to utilize the vendor’s solutions. It is time for Customer Success teams to incorporate this concept into their operating methods linking maturity models to CSM Health Scores and other retention/expansion models.

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CSM Practice

OCTOBER 10, 2018

Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. As the last example of many, I identified the weak point in the Resources available to the customer. Conquer Your Success.

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CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Conquer Your Success.

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CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. Conquer your Success.

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Customer Guru

MARCH 7, 2018

I would always try to make a customer’s onboard experience comfortable; sometimes just a cheerful smile can go a long way. For instance, whenever a customer had a bad experience, I would report it to my sales team and base manager in BA for service recovery. by Jeanne Bliss.

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CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Dave Jackson.

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ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Question 3. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why?

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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. Do you have a sales deal that stuck that we can introduce you to someone? Is there anything else that we can do to help?

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