ChurnZero

MAY 20, 2021

If you have a five-person Customer Success team and adding a Customer Success Operations role makes each CSM 20% more efficient, then do it. You will struggle to find Customer Success leaders If you need to hire a Director, VP, or Chief Customer Officer, get started early. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

ClientSuccess

FEBRUARY 26, 2019

I’ve been walking our clients through this exercise lately and it’s been quite eye opening for them to say the least. I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. Ultimate Guide to SaaS Customer Success Metrics. Question 2. Question 3.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

Kayako

FEBRUARY 13, 2019

The trick is to not map out the customer journey the way you WANT it to look but to understand the reality of the situation. I was at a conference recently and a Chief Customer Officer commented that the entire 10-foot wall of his office mapped out the customer journey in extreme detail. Involve Product.

Chief Customer Officer 54

Chief Customer Officer Metrics Education SaaS 54

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Another recommendation I’d give is to learn your audience and evaluate customers for the right level of engagement.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

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. Jeanne Bliss has written some really good books too, like the Chief Customer Officer.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

SmartKarrot

FEBRUARY 2, 2021

With the rise of SaaS industry and most companies shifting their business model to subscription-based, the rise in customer success jobs is understandable. Companies have realized the gain ratio between shelling out revenues on customer success vs net dollar retention which is more beneficial for them. Chief Customer Officer.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

SmartKarrot

MAY 26, 2022

Educational Programs: Programs and events about group problem solving, design thinking, hackathons, and such exercises can help improve the educational level in the organization. You might also like: Why is a Data-Driven Culture Critical for SaaS Business Success? – Encouraging these events improves education on data aspects a lot.

Education 10

Education SaaS Analytics Surveys 10