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?”. The land and expand process, like a sales process, should have defined stages, activities, and objectives. Duration of Sales Cycle. Type of Upsell.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Beyond Philosophy

OCTOBER 21, 2021

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Neale explains how we think about selling is just as important as our tactics and execution. Apply a language framework to “get into” the sales conversations.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

Help Scout

APRIL 29, 2021

Listen to customers: It is terribly easy to become too busy to stay connected to your customers, especially in a growing company. Look for ways to hear their voices regularly , perhaps on sales calls or in the support queue. Talk about customers: Help the rest of your company be exposed to real customers, too.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and Customer Success software, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. The CSM perspective: how to encourage the adoption of Customer Success software. No one will ignore this!

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ShepHyken

FEBRUARY 11, 2019

(CustomerThink) If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. My Comment: This is a great article for leadership to understand the role and need of the Chief Customer Officer (or whatever title a company uses for the same responsibilities.)

Chief Customer Officer 155

Chief Customer Officer Customer Service Feedback Customer Experience 155

CCNG

JUNE 14, 2023

Here are some key metrics and approaches to consider: Key Metrics to Assess Customer Engagement and Loyalty In Jeanne Bliss’s book, Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine , "Competency #1 is to Honor and Manage Customers as Assets".

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. This is why CX needs to be led from the top and why some companies are hiring a Chief Customer Officer (CCO).

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

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. Mary Poppen, chief customer officer, inovlve.ai.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

ChurnZero

DECEMBER 20, 2021

Common customer objections and how to prevent them. How to escalate a customer negotiation for the best results. Surviving Stress in Customer Success . Watch this webinar to learn how to: Change your relationship with stress as a Customer Success professional. What’s Next.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

Customer Experience 88

Customer Experience Chief Customer Officer Customer centricity Management 88

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Beyond Philosophy

APRIL 14, 2015

Over the 13 years I worked on Customer Experience, I learned the tell-tale signs of authentic commitment. How to Check the Commitment of Your CEO: Count the number of times the CEO mentions Customers in any communication. If you don’t hear your CEO talking, emailing, or meeting about Customers, he or she isn’t focused on them.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and customer success software adoption, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. Make it clear how using the new Customer Success software will lead to full variable compensation attainment.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection. Leverage CS to Increase Sales.

Best practices 97

Best practices Chief Customer Officer Customer centricity Sales 97

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. One persuasive technique is to compare expansion CAC to new customer CAC.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

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. Today we are talking about your business and how to achieve success with your existing customers. Take it to the next level!

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

ChurnZero

AUGUST 25, 2020

Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support. She thrives on helping entrepreneurs tackle challenges like reducing customer churn, creating efficient sales teams , increasing product adoption, and building a positive culture.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

ChurnZero

JANUARY 26, 2022

From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. What does the data show about common reasons customers churn? Customer Success Around the Web.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

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. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

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.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

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.

Management 52

Management Upselling Accountability Metrics 52

ChurnZero

DECEMBER 2, 2022

The Q&A portion of the webinar covered a range of topics you’ll need to reevaluate when re-segmenting your customer base including CSM competency models, customer engagement models, book size, and much more. How to transition your CSMs’ book of business with Alli Tiscornia, CCO, ChurnZero.

Chief Customer Officer 98

Chief Customer Officer Enterprise Upselling Sales 98

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Have you improved a process that resulted in better sales or savings?

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

Kayako

JUNE 9, 2016

When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. Start by grabbing these two resources, and we can help get you on your way to earning more: Customer Support State of Profession 2016. Have you improved a process that resulted in better sales or savings?

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

CustomerSuccessBox

JUNE 7, 2022

They just don’t feel, you know, maybe their expectations weren’t met between the sales process and then the reality of being a customer. But there are a good 12 to 15 which are definitely related to the CS leader or Chief Customer Officer or CSM. The post How to Manage Churn- with Anita Toth!

Management 52

Management Surveys Chief Customer Officer B2B 52

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Any tips on how to get started building these out? . In my own experience, the best way to do this was to start with documenting the customer journey from sales order through renewal event.

Chief Customer Officer 104

Chief Customer Officer Best practices Accountability Feedback 104

ChurnZero

DECEMBER 20, 2021

Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack.

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Why does this drive growth?

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62