Nicereply

MARCH 23, 2021

Sarah Betts – All around wonderful person and support human at Olark, Sarah writes about her considerable experience helping customers on the Olark Blog. Jeanne Bliss – Jeanne’s a strong advocate of the Chief Customer Officer (and author of the book with the same title).

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Chief Customer Officer Customer Service Consulting Consulting 141

JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Sue on LinkedIn 7. Follow Emilia on LinkedIn 8.

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Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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Chief Customer Officer SaaS Best practices Journey mapping 52

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . What does the expectation from the customer look like? Then align those and do journey mapping or customer experience mapping.

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Journey mapping Chief Customer Officer SaaS Management 52

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

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Journey mapping Chief Customer Officer B2B SaaS 57

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? Before you begin, you need to have a plan in place to bring customer success to its full potential. Customer success doesn’t just happen. You don’t have a plan. And it is!

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Journey mapping Chief Customer Officer SaaS Metrics 48

ChurnZero

MAY 20, 2021

6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Don’t lose the customer along the way. Traits: Product-market fit. $6M

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Chief Customer Officer Accountability Journey mapping Customer advocacy 90