ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

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ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. 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.

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Manage the contact with the customer ever step of the way. He frequently writes on his personal blog about SaaS customer success.

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ChurnZero

DECEMBER 20, 2021

The Right Way to Handle Customer Objections and Negotiations . Watch this webinar to learn: Basic negotiation approaches for Customer Success Managers. Common customer objections and how to prevent them. How to escalate a customer negotiation for the best results. Current customer health score trends to know about.

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Chief Customer Officer SaaS Benchmark B2B 98

ChurnZero

JUNE 17, 2022

Bree: I do customer success enablement for ChurnZero. It’s not necessarily doing all of the onboarding but putting a lot of the strategy and the metrics and the resources behind how we actually manage customers from onboarding to renewal and beyond. We’ve got 68 customers in onboarding right now. Bree: Exactly.

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CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

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Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. CEO - C hief Customer Office Council. Brandon Hickie. Colin Shaw.

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SaaS Chief Customer Officer Consulting Consulting 96

Amity

NOVEMBER 22, 2013

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. We hope that our The Engaged Customer blog helps to simplify and guide you. Here is the list: Nello Franco ‘s blog – Customer Success Frameworks. Joel York is the king of SaaS financial metrics.

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ClientSuccess

APRIL 11, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. From : Adam Kuznia , Chief Customer Officer. Ultimate Guide to SaaS Customer Success Metrics. Let’s get started with this week’s post! Question 1.

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ChurnZero

MAY 13, 2022

ChurnZero Chief Customer Officer Abby Hammer joined The CXChronicles podcast to share how she’s used the four mainstay CX pillars team, tools, process, and feedbackto build a high-performing Customer Success organization from the ground up and turn it into the most operationalized part of the business.

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Amity

FEBRUARY 6, 2019

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Best regards, - From a SaaS in need of saving! 3 attributes.

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Management Chief Customer Officer SaaS Accountability 71

Amity

SEPTEMBER 2, 2015

Customer Success Managers, no less assertive on our mission, take a subtler approach to reaching goals—goals just as vital to the success of the company as the initial sale. With recurring revenues on the line each month (MRR), SaaS vendors don’t have the luxury of relaxing once the contract is signed.

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Chief Customer Officer SaaS Coaching Sales 77

Amity

JUNE 3, 2016

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Best regards, - From a SaaS in need of saving! 3 attributes.

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Management Chief Customer Officer SaaS Accountability 68

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more.

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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?”. RENEWALS SPLIT: Sales Execs drive new revenue activities including upsells and cross-sells, while CSMs drive the management of existing commercial engagements, (i.e.,

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ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

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ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. Four customer engagement strategies Peter Drucker is attributed with saying “what gets measured, gets managed.”

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ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

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SaaS Chief Customer Officer Upselling Metrics 98

Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. SaaS onboarding makes or breaks your customer retention.

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Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

AUGUST 25, 2020

Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . . Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software.

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ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Liz Friscino, Managing Director, Client Success, FiscalNote. Benefits of Using the ChurnZero Integration with HubSpot to Fight Customer Churn + Create a Better Customer Experience.

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Amity

MARCH 22, 2016

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition.

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Chief Customer Officer SaaS Engineering Customer centricity 60

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. Example: Your business enters January with 100 customers. Your business exits January with two churned customers.

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Customer retention Metrics Upselling Chief Customer Officer 97

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. Luckily for customer success teams, there is no shortage of resources available. The 2020 Customer Success Trends Toolkit.

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ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

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Chief Customer Officer SaaS Education Customer advocacy 53

ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? She has also held numerous Interim ‘Head of Customer Success’ roles.

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Chief Customer Officer Education Upselling SaaS 17

Totango

OCTOBER 25, 2022

Customer success occurs when your clients achieve the goals they hoped to attain when they purchased your product. Customer success teams are members of your organization tasked with making this happen through automated and manual CS management strategies. What Is Customer Success Team Structure?

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. Yet, it’s easily one of the most important elements to the growth of your company. CX Journey. CCO Council.

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ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

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ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers. Let’s get started!

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Management Chief Customer Officer Best practices Consulting 70

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

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Chief Customer Officer SaaS Customer retention Engineering 52

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.

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ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

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ProProfs Blog

JUNE 30, 2020

She identifies shortcomings such as social, communication, and self-management behaviors that limit leaders in their career. To help leaders master soft skills, she reflects on how leaders can: Work towards managing their workload. Navigate when office politics is on the rise. Chief Customer Officer 2.0.

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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.

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ChurnZero

FEBRUARY 17, 2022

CSMs have had to improvise and manage without purpose-built tools for well over a decade. The same principle applies for mastering your new Customer Success software at your own company. When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?”

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ChurnZero

NOVEMBER 27, 2019

Careful end-to-end change management is a must when working to position CS as a profitability center. As a part of change management , e xecutive, CSM and client buy – in is essential. An effective champion is more than just access to senior management. As she explained: . Being an effective agent of change is a must.

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