ChurnZero

FEBRUARY 8, 2022

“Our customers’ performance and satisfaction are what motivate us to deliver the best possible software and service,” says Abby Hammer, chief customer officer of ChurnZero. “The The Best Software award from G2 is a testament that our customers are succeeding, and they are helping their customers succeed.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

ChurnZero

JANUARY 13, 2023

2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. As more mundane tasks are automated by machine learning and AI, people have increasingly more time to devote to developing relationships with customers. Joel Passen , co-founder, Sturdy.

Chief Customer Officer 98

Chief Customer Officer Sales SaaS Customer centricity 98

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. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Customer acquisition cost (CAC) The churn rate is a good segue to address CAC.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

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. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

ChurnZero

JANUARY 26, 2022

Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience. Automatic Customer Journey Tracking. In-app checklists.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

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.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

ChurnZero

FEBRUARY 17, 2022

Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. In this case, you know adopting a new tool has infinite more upside than downside, yet you remain noncommittal.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

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.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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

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 teams are no longer small, niche departments but have become critical pillars of business functions.

Best practices 101

Best practices Chief Customer Officer Customer centricity Sales 101

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. Customer Success Around the Web.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

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.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

NOVEMBER 27, 2019

This along with p roper education, planning and an openness to adjust y our approach are important tools for break ing down barriers to monetization. . Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . As she explained: . Being an effective agent of change is a must.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

ChurnZero

JUNE 17, 2022

Ask yourself if the customer is using the tool in the way they intended when they purchased it? I’d say about two-thirds of the teams I work with do a really good job of tracking some of the customer commitment and customer engagement things I talked about. Is this dashboard for a specific customer?

Metrics 52

Metrics SaaS Surveys Self service 52

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend? I love the community around it.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

ChurnZero

JANUARY 4, 2019

If we’re not at peak SaaS, we’re probably close to it. Customers will be tired of managing an overwhelming number of subscriptions, and as a result, Customer Success teams need to focus even more on customer engagement and demonstrating value. .” – Anand Janefalkar, CEO and Founder, UJET.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CustomerSuccessBox

AUGUST 16, 2022

Masters of SaaS. Hosted by Todd Chambers, this podcast sources information from the top 1% of the SaaS industry. Produced by UPRAW MEDIA, the podcast series provides workable strategies to be employed for a successful SaaS business. “No Link to the podcast: Masters of SaaS. Creating Customer Success.

SaaS 52

SaaS Chief Customer Officer B2B Benchmark 52

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? The SaaS model has rapidly changed the software marketplace by lowering the b arrier s of entry and exit for buyers. Now more than ever Customer Success is essential to the long-term success of your entire organization. CRM s and Customer Success Platforms are no exception.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Mindtouch

MAY 19, 2016

Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan Steinman, Chief Customer Officer at Gainsight.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. One of the most common questions in SaaS is “What’s a good NRR?”. NRR is both your friend and your “friend.”

Benchmark 97

Benchmark Metrics Chief Customer Officer SaaS 97

ChurnZero

FEBRUARY 8, 2022

“Our customers’ performance and satisfaction are what motivate us to deliver the best possible software and service,” says Abby Hammer, chief customer officer of ChurnZero. “The The Best Software award from G2 is a testament that our customers are succeeding, and they are helping their customers succeed.

Chief Customer Officer 52

Chief Customer Officer SaaS Marketing Management 52

ChurnZero

OCTOBER 6, 2023

We might be biased, but the CS industry has some of the most uplifting, passionate, supportive, curious, smart, and driven people out there in SaaS today. With generative AI becoming more and more accessible, Victor Riparbelli , co-founder and CEO of Synthesia , encouraged CS teams to take a day to try out new tools.

Chief Customer Officer 52

Chief Customer Officer SaaS Healthcare Marketing 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.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Lynn Hunsaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

JANUARY 26, 2022

Liz Friscino, Managing Director, Client Success, FiscalNote Here’s how SaaS companies, Customer Success teams, Account Managers, and Chief Customer Officers can use the ChurnZero integration with HubSpot to increase customer retention, reduce churn, and improve the customer experience.

Chief Customer Officer 52

Chief Customer Officer Customer retention SaaS Accountability 52

Comm100

SEPTEMBER 22, 2016

With all of the technological developments in recent years, it’s important to be able to leverage them in order to stay current with your customer service operations. Goodman shows you how to develop and implement a good customer service strategy with the cutting-edge tools at your disposal. Chief Customer Officer 2.0:

Customer Service 89

Customer Service Gamification Consulting Consulting 89

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 . Ryan Lester , Senior Director of Customer Experience Technologies, LogMeIn . CS brings focus to their purpose. .

Chief Customer Officer 61

Chief Customer Officer Sales SaaS Customer centricity 61

ChurnZero

FEBRUARY 23, 2023

This means a customer’s experience during onboarding can have a lasting impact on the relationship you build. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Upselling Customer retention Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

This means a customer’s experience during onboarding can have a lasting impact on the relationship you build. Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.”

Management 52

Management Upselling Customer retention Chief Customer Officer 52

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. A growing reliance on Customer Success metrics. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? But then once you finally secured the tools you and/or your team fought so hard for, you suddenly got cold feet. We know that if they adopt, ROI will happen naturally!

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ClientSuccess

OCTOBER 17, 2018

Whether it’s a new calendar tool that shows multiple time zones at once, a great email subscription platform to stay on top of industry trends impacting our customers, or a new screen capture tool that allows us to communicate with our customers more efficiently, everyone on our team is constantly stumbling upon these micro-wins.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ChurnZero

JANUARY 4, 2019

If we’re not at peak SaaS, we’re probably close to it. Customers will be tired of managing an overwhelming number of subscriptions, and as a result, Customer Success teams need to focus even more on customer engagement and demonstrating value. .” – Anand Janefalkar, CEO and Founder, UJET.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

CustomerSuccessBox

MARCH 3, 2022

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. The first comprises: why is it necessary for the SaaS firms to reduce or eliminate churn? The second: 10 laws of “Customer Success” The third deals with CCO – Chief customer officer, Technology and The Future.

Management 52

Management Chief Customer Officer SaaS Sales 52

ChurnZero

SEPTEMBER 11, 2020

As the Head of Customer Success and Product, I can tell you that you needn’t go searching for an alternate universe to see these functions work in (im)perfect harmony – we’re keeping it real here. Product is from Mars, Customer Success is from Venus. Customer Success: “My customers can’t accomplish their goals.

Customer centricity 52

Customer centricity Chief Customer Officer SaaS Feedback 52

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.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10