Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Published on: April 06, 2016.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

ShepHyken

OCTOBER 11, 2016

Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty.

Chief Customer Officer 330

Chief Customer Officer Marketing Sales Customer Service 330

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?”. Maor discussed the land and expand strategy as a supporting strategy to this topic. WHAT LAND AND EXPAND STRATEGY IS. Duration of Sales Cycle.

Upselling 98

Upselling Sales Chief Customer Officer SaaS 98

CCNG

JUNE 14, 2023

Businesses that excel in creating strong connections with their customers often enjoy higher levels of customer loyalty and increased revenue. Understanding Emotional Connection Emotional connection refers to the bond that customers form with a brand based on their feelings and emotions.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ClearAction

JULY 8, 2024

Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue. These metrics are about what customers will soon experience.

Metrics 48

Metrics Chief Customer Officer Morale Customer retention 48

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

Sales 52

Sales Chief Customer Officer Metrics Surveys 52

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

Interactions

SEPTEMBER 13, 2024

His expertise in analytics and strategy, combined with a deep understanding of customer needs, helps create a seamless, personalized shopping experience. Leigh’s focus on cross-functional team leadership mirrors Interactions’ value of fostering deep connections with customers​.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

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

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.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Instant Messaging.

Chief Customer Officer 294

Chief Customer Officer Call Center Consulting Consulting 294

C3Centricity

MAY 11, 2020

Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet.

Customer centricity 77

Customer centricity Chief Customer Officer CRM Sales 77

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. 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.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

Beyond Philosophy

OCTOBER 21, 2021

Mead says Customer Experience accreditation doesn’t touch these areas. It doesn’t connect your CRM with the point of sales to inform agents about the customers. Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization.

Chief Customer Officer 195

Chief Customer Officer Contact Center CRM Call Center 195

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.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

Spearline

JULY 22, 2021

So naturally, achieving that is easier said than done, but the fact remains that satisfaction often drives more revenues than new sales”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article. The post Improving your Hybrid CX Strategy appeared first on Spearline.

Chief Customer Officer 52

Chief Customer Officer Telecommunications Contact Center Technology 52

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

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. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

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?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

ChurnZero

AUGUST 11, 2020

This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1. Train to Listen.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

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).

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. They are defining the future of CX through creative ideas, innovative approaches, and impactful strategies. Here are 11 trailblazing women in CX you should start following in 2023: 1. Follow Emilia on LinkedIn 8.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

MARCH 10, 2021

Amanda Ingraham, Vice President of Customer Success – 15Five. Chris Bush, Chief Customer Officer – Black Kite. Manager of Customer Success – Mailchimp. Gustavo Bianco, Global Head of Sales & Customer Success – Pipedrive. Nicole Kealey, Chief Strategy Officer – Alida.

SaaS 98

SaaS Chief Customer Officer Employee engagement Enterprise 98

ClearAction

MAY 25, 2023

Use the translation box to point out to your Senior Leadership Team how these massive customer experience savings contribute significantly to sales velocity, earnings per share, compound average growth rate, return on assets, customer lifetime value, etc. The table above is a glimpse of our root cause resolution.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. The tiers of a SaaS company’s customer success team structure may have a variety of roles.

Best practices 97

Best practices Chief Customer Officer Customer centricity Sales 97

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 88

Customer Experience Chief Customer Officer Customer centricity Management 88

Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Keep track of how much time is devoted to Customer issues in meetings. Look around for another job.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

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

ChurnZero

DECEMBER 13, 2019

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. As a new Customer Success leader in your organization, you must figure out how you’ll measure success, keep your team happy and engaged, and secure stakeholder buy-in to champion your strategy in the new year. That would be a disaster.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

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?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Serenova

DECEMBER 4, 2019

They also may couple this with contact-center agent performance, independently gathered sentiment analysis of customer interactions, and competitive analysis. Executives use this data to make strategic decisions on company direction, marketing, sales and product development.

Analytics 89

Analytics Chief Customer Officer Gamification Coaching 89

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.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 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 25, 2020

Twitter can be a goldmine for discovering the latest Customer Success trends and strategies. Get excited for the BIG RYG Customer Success Conference by getting to know some of our individual speakers. . What makes the BIG RYG Customer Success Conference so special is our incredible lineup of speakers and entrepreneurs.

Chief Customer Officer 69

Chief Customer Officer SaaS B2B Technical Support 69

ClientSuccess

NOVEMBER 20, 2020

The top customer success conferences are also great places for CSMs and team managers to workshop with others in the industry and start mapping out strategies for the year ahead. Here are a few must-attend customer success conferences scheduled to take place in 2021: 1. Digital Customer Experience Virtual Summit – [link].

Chief Customer Officer 52

Chief Customer Officer Education Accountability Management 52