ChurnZero

APRIL 27, 2022

As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. To make this definition meaningful, salespeople should understand each customer’s needs and contextualize the value of your product accordingly. 2: Delivery.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

Amity

APRIL 7, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

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.

Sales 98

Sales Chief Customer Officer Upselling Metrics 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: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

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.

Chief Customer Officer 72

Chief Customer Officer call center software Benchmark Upselling 72

ChurnZero

NOVEMBER 27, 2019

Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . Check out Customer SuccessCon for yourself. How do you break down your programs to achieve maximum benefit for both your customers and your company? These object ives should be top of mind when considering solutions.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

CustomerSuccessBox

DECEMBER 24, 2021

It’s usually on the customer success teams to analyze the potential touchpoints and decide: How could the interaction be better? Take an example of renewals. Is it the CSM ( Customer Success Manager ) or a CS leader or the team/personnel who supports the customer? Find out the moments of value in a customer journey.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

Amity

MAY 22, 2016

There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers. If not, here is a great example from the CEO of Zuora, Tien Tzou.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 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. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

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. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

JULY 9, 2020

You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks. At ChurnZero, we recently introduced a Q&A column featuring our own Chief Customer Officer that provides advice on common customer challenges. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CSM Practice

APRIL 17, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

Talkdesk

FEBRUARY 5, 2021

Since associates can’t be with customers “IRL” during the pandemic, they’ve turned to digital channels to communicate. For example, with idle in-store traffic, associates have taken it upon themselves to encourage their own social media followers to buy things. These interactive virtual shopping experiences are not going anywhere.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Amity

JULY 28, 2014

There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction. Customer success doesn’t just happen. A number of CEOs have walked in the shoes of their customers. If not, here is a great example from the CEO of Zuora, Tien Tzou.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

Comm100

FEBRUARY 20, 2018

Customers can get upset if they don’t feel valued or respected by an agent. For example, sometimes a human agent might give incorrect advice because they’ve encountered a situation that seemed similar to one they had seen recently, when actually if they had looked at the circumstances objectively they might have made different decisions.

Chatbots 67

Chatbots Contact Center Chief Customer Officer Benchmark 67

Amity

NOVEMBER 25, 2014

For example, using variable compensation of 1/3 upsell, 1/3 renewal, 1/3 CSAT – and based on the idea that most upsells were smaller maxing out at 30-40% of the initial sale allows you to grow the revenue to fund the role. PT: If a Chief Customer Officer doesn’t have a quota under them, then they aren’t true customer success.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

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! Absolutely. Not a big deal, right?

Management 52

Management Upselling Accountability Chief Customer Officer 52

ChurnZero

JUNE 3, 2022

That’s just an example. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

That’s just an example. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product.

SaaS 52

SaaS B2B Upselling Metrics 52

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 18

Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

OCTOBER 25, 2019

For example, tell me how did you realize that was an issue that needs solving? Q: How do you start a conversation regarding a customer’s need to establish an internal success team for your product? For example- tell me about your current technology stack? Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Support your statement with real examples and case studies. Have case studies that include the benefits of customer success. Show these examples and support your strategy for them around it. Top concerns for Chief Customer Officer.

Chief Customer Officer 18

Chief Customer Officer Upselling Customer retention CRM 18

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.

Chief Customer Officer 10

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 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

FEBRUARY 9, 2022

CSMs need to know the latest trends and hacks in customer success. With that, they can bring out a change in net retention rates or NRR, expansions, cross-sells, upsells, health scores , customer satisfaction scores , NPS, and so much more. You can link customer success wins to revenue growth, thus showing profitability.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark 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.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

SmartKarrot

AUGUST 16, 2022

If C-suite executives have notes from their teams on how the product works and what features need to be customized for them, it will be helpful to the vendor company. For example: If a specific niche of companies needs a specific feature, they can honestly communicate that. It need not always be the chief customer officer.

Chief Customer Officer 10

Chief Customer Officer Benchmark Metrics Finance 10

SmartKarrot

JUNE 5, 2020

But out of all, you must settle with one metric that clearly defines the customer’s business goals. Most efforts of your customers must target only that metric and on how to raise it. For example, in a customer success platform, a customer health score is something that gives you the complete picture of a customer account.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

ChurnZero

JANUARY 13, 2023

As such, leaders must engage more of their customers at scale through digital programs that support low-touch segments with a more focused approach than ever before. The post-sales customer journey will also become more intelligent as organizations accelerate their use of cutting-edge data and technologies. Rod Cherkas , CEO, HelloCCO.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98