ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Customer Success Compensation Catches Up to Sales.

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SaaS Chief Customer Officer Sales Metrics 93

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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Chief Customer Officer SaaS Engineering Consulting 98

CSM Practice

DECEMBER 7, 2020

The firm selected board members with the goal of bringing distinctive customer success perspectives from a variety of market segments. Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services.

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Chief Customer Officer Upselling SaaS Consulting 81

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

ChurnZero

DECEMBER 20, 2021

Speaker: Ryan Johansen, Director of Customer Success, AppDynamics. B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Overview of the current B2B SaaS market and valuation drivers.

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Chief Customer Officer SaaS Benchmark B2B 98

ChurnZero

JUNE 17, 2022

This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: Are these are your customer success managers or sales reps or onboarding managers?

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Metrics SaaS Surveys Self service 98

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.

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Finance Metrics Benchmark Chief Customer Officer 98

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. Since customer success is a relatively new business function, the Chief Customer Officer is one of the latest roles.

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Chief Customer Officer Customer centricity SaaS Upselling 10

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. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

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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?

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Chief Customer Officer Marketing Customer centricity Customer retention 10

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We know this to be true in our own jobs, so why wouldn’t we want the same for our customers?

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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

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. Your role is to make sure that [the customer] is scheduled for a welcome call.

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SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. Your role is to make sure that [the customer] is scheduled for a welcome call.

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SaaS B2B Upselling Metrics 52

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.

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Chief Customer Officer SaaS B2B Technical Support 69

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. She is the Chief Customer Officer at Gainsight and is responsible for leading the post-sales organization.

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Chief Customer Officer Consulting Consulting Customer centricity 52

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

DECEMBER 20, 2021

B2B SaaS Benchmarks: How Does Your Company Compare to +1500 of Its Peers? Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth.

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Chief Customer Officer SaaS Benchmark B2B 52

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.

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Management Chief Customer Officer Upselling SaaS 98

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? Guided walkthrough product tours.

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ChurnZero

JUNE 17, 2022

This would be something that an operations team or an onboarding manager or even a chief customer officer could look at. We’ve got 68 customers in onboarding right now. Irit: Are these are your customer success managers or sales reps or onboarding managers?

Metrics 52

Metrics SaaS Surveys Self service 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. When you have a dedicated customer success team, you are empowered to focus on building one-on-one relationships with customers. Leverage CS to Increase Sales.

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Best practices Chief Customer Officer Customer centricity Sales 97

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

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SaaS Chief Customer Officer Upselling Metrics 98

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. Since you’re always looking for new expansion pathways, you need to build a Customer Success team that’s focused on growth and sales.

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Customer retention Metrics Upselling Chief Customer Officer 97

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. They help clients efficiently extend their customer coverage model, refine their digital communication, and improve CS maturity leading to happier customers and a stronger organization. Customer Success Around the Web.

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Chief Customer Officer SaaS B2B Analytics 52

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. That is NOT a good idea.

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CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

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Chief Customer Officer SaaS Best practices Customer advocacy 52

Amity

SEPTEMBER 2, 2015

If you’ve ever worked in a sales organization, you’re probably accustomed to hearing phrases like, “kill your number”, “attack the market”, “crush your quota”. Words match actions as assertive sales reps rally to hit their monthly budgets. In sales, it’s all about getting the signature before quarter-end. Click To Tweet.

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Chief Customer Officer SaaS Coaching Sales 77

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

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Management Customer retention Upselling Chief Customer Officer 52

CustomerSuccessBox

DECEMBER 6, 2021

His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augment customer engagement. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Alex Farmer. Dave Jackson.

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SaaS Customer advocacy Coaching B2B 52

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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Amity

APRIL 25, 2016

Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. Colin Shaw.

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SaaS Chief Customer Officer Consulting Consulting 96

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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SaaS Chief Customer Officer Best practices B2B 72

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?

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Customer retention Chief Customer Officer SaaS Accountability 52

ChurnZero

FEBRUARY 17, 2022

Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. Save time by creating a Play in your Customer Success software to automate the creation and scheduling of that recycled email. The fact that Customer Success software (finally!)

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CRM Chief Customer Officer SaaS Morale 98

ChurnZero

DECEMBER 2, 2021

Watch the session: Customer Success as a Profit Center. Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers. You have to force the CEO, the VP of Sales, and the VP of Customer Success to be at the deal review.

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