CSM Practice

MARCH 1, 2021

As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. . In this Chat and Learn episode, Irit Eizips, Chief Customer Officer and CEO of CSM Practice, featured Ziv Peled, Chief Customer Officer at AppsFlyer.

Chief Customer Officer 52

Chief Customer Officer Upselling Accountability Government 52

ChurnZero

JULY 2, 2021

Example: Your business enters January with an MRR of $27,000 and exits January with an MRR of $35,000 (due to upsells) from the same customers at the start of the month. For example, you craft a white-glove service for your high-value customers and a low-touch service for your low-value customers.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

NOVEMBER 22, 2019

Featuring insights from over 15 years of work in Customer Success and most recently as an Interim Chief Customer Officer (CCO) at multiple companies, Emilia will give CS leaders a blueprint for executing a strategy that you can take your leadership and goals to the next level. Customer Success Around the Web.

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

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. The post How to Optimize Your Renewal Process When Sales Owns It appeared first on ChurnZero.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

DECEMBER 29, 2020

Customer Success teams can easily level up their performance and optimize their output by using third-party integrations to bring their company-wide customer data into a central hub. How To Nail Implementation and Customer Success Handoffs. The SaaS Debate: Who Owns the Renewal and Upsell?

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

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.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

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

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

Education Services Group

OCTOBER 28, 2020

Always look at the bigger picture and assess the situation and the status of your customers to clearly identify what they really need in order to achieve their goals and desired outcome for their business. Since 2013, Irit has been pivotal in shaping Customer Success best practices. About the Guest Contributor.

Chief Customer Officer 45

Chief Customer Officer Best practices Upselling Customer retention 45

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

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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!

Management 52

Management Upselling Accountability Chief Customer Officer 52

ChurnZero

NOVEMBER 27, 2019

Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . Check out Customer SuccessCon for yourself. For more information and how to register, check out the CSA’s forward looking schedule here. . She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

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

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

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

CustomerSuccessBox

DECEMBER 24, 2021

The best of doing it is to enable your CSMs to ask some questions like: How can you create more value for your customer? How to communicate the value to your customers? It basically ties back to the earlier point of establishing a clearly defined customer journey. Low NPS Customer Webinars Conferences.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 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. Customer Success Around the Web.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Amity

MAY 22, 2016

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. How do you get the CEO to buy in? You don’t have a process.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

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. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

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. This means a customer’s experience during onboarding can have a lasting impact on the relationship you build.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

JULY 9, 2020

If you are committed to truly helping your customers grow, you need to make them the best at what they do. If you teach a customer how to use your product to fix a problem, you’re in the game. If you teach a customer how to be better at their job, you’re playing for keeps. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. Customer Success operations planning. Danielle Middlebrook, Sr.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

DECEMBER 20, 2019

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 . Jay Nathan , Founder & Managing Partner, Customer Imperative . and how to take them from murky to magic. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

NOVEMBER 1, 2019

And when a customer is acquired you often don’t know how it will affect your relationship with them. Will it lead to upsell? Lucas Farley, Customer Success Manager. Abby fears a disengaged customer because she knows the great things that can be accomplished when a customer puts in the work (please please!).

Chief Customer Officer 40

Chief Customer Officer SaaS Upselling Customer Support 40

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Brand ambassadors Education Upselling 10

Talkdesk

FEBRUARY 5, 2021

Because customers can’t touch anything and social interactions are discouraged, the purposes and joys of shopping are limited. On the contrary, retailers have thought through how to make the online ‘buying’ experience more experiential and turn it into the interactive activity in-store shopping used to be.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Squelch

OCTOBER 25, 2019

Customer frustrations, cross-sell and upsell options… it all fits into digital transformation.” — Krishna Raj Raja , Founder and CEO of SupportLogic. “Your customers are comparing you to the best customer experience they’ve ever had.” — Elisabeth Zornes , Chief Customer Officer at Zendesk.

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

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. So you and at least one CSM is securely in place – now how to do you get a seat at the table with the big boys?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. How do you get the CEO to buy in? You don’t have a process.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS B2B 48

SmartKarrot

APRIL 6, 2021

how to sell your customer success tool to them. Selling to C-suite customers is important as it can provide: Faster decisions, lesser bureaucratic hurdles, large contracts- these are characteristics of a C-suite buyer. How to Sell your Customer Success Software to C-level Executives. Why Sell to the C-Suite?

Chief Customer Officer 18

Chief Customer Officer Upselling Customer retention CRM 18

Comm100

FEBRUARY 20, 2018

Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. As Joe Gagnon, Chief Customer Officer of Aspect Software writes , “There is a predictable and reliable component of Chatbots. Drive Revenue. Chatbots look good on paper.

Chatbots 67

Chatbots Contact Center Chief Customer Officer Benchmark 67

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.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

OCTOBER 25, 2019

If you would like to hear more from our guest speaker Jason Whitehead, check out his podcast- “ The Jasons Take On… ” which is an unplugged conversational series on key Customer Success topics. How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

SmartKarrot

DECEMBER 4, 2020

Importance of measuring customer success ROI. Setting up a customer success function requires cost. The cost of employing CSMs, implementation specialist, chief customer officer, customer success automation tool, etc. How to measure customer success ROI? How to improve Customer Success ROI?

Chief Customer Officer 10

Chief Customer Officer Customer retention SaaS Metrics 10

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. How to be consistent across channels?

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10