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

DECEMBER 2, 2022

All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience. In our webinar, “ Lessons learned from a big a$$ book shift ,” ChurnZero’s CX team pulls back the curtain to share the methodology, approaches, and lessons learned from shifting CSM books across our entire customer base.

Chief Customer Officer 98

Chief Customer Officer Enterprise Upselling Sales 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.

Finance 98

Finance Metrics Benchmark Chief Customer Officer 98

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Trendy Customer Experience Management.

Customer Experience 97

Customer Experience B2B Management B2C 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

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. Sales, marketing, product, engineering.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

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.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. Wednesday, February 19, 2020, 2:00 – 3:00 PM EST. Often, getting access to the data points that matter most early in the customer journey can be difficult.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

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

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

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.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Drivers for corporate growth are no longer limited to Sales and Marketing. Customer Success has proven itself as a new driver for growth.

Chief Customer Officer 75

Chief Customer Officer SaaS Education Metrics 75

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

CustomerSuccessBox

DECEMBER 24, 2021

Reimagining the way processes work can tremendously improve customer experience. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Consider surveying your customers at significant points in your interaction with them.

Journey mapping 52

Journey mapping Chief Customer Officer Upselling Customer retention 52

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? Customers associate those positive feelings with your brand and its equity increases.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

Chief Customer Officer 90

Chief Customer Officer Journey mapping Accountability Customer advocacy 90

Squelch

OCTOBER 25, 2019

“Your customers are comparing you to the best customer experience they’ve ever had.” — Elisabeth Zornes , Chief Customer Officer at Zendesk. What has fundamentally changed in the industry is how much we care that the customer achieves their business outcome. Additional Squelch-TSIA Resources.

Chief Customer Officer 40

Chief Customer Officer Entertainment Upselling Government 40

ChurnZero

NOVEMBER 8, 2019

It s workstreams rely upon inputs like data entered by sales or even ‘gut instincts. ’ Since buyers typically follow a uniform purchasing journey , CRMs are ideal for managing a sales pipeline. . Customer Success Platforms work to foster on-going customer value after the initial purchase.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is a vital component to startup success so you will find analytical blog posts about the ins and outs of customer acquisition and metrics to help bolster your brand. The Chief Customer Officer (CCO) Council grew from a need to provide CCOs with the information, resources, and support to help them succeed.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

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

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. No worries if you missed the webinar (or would just simply like to view it again) you can view it on-demand here. Upcoming Webinar.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Sales 49

ChurnZero

NOVEMBER 15, 2019

To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. Customer Success operations planning. No worries if you missed the webinar, you can view it on-demand here. Analyzing performance for 2020 forecasting.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

SmartKarrot

FEBRUARY 2, 2021

What more, with a vast exposure to different business functions, a customer success professional gets to learn about the business at a much faster rate that gives them the opportunities to grow in different directions. Customer Marketing. Chief Customer Officer. Product Marketing. Product Management.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

SmartKarrot

JUNE 10, 2020

Practical CSM is a monthly newsletter which provides an ongoing measurement to how one is doing at every step of the Customer Success journey. #4 4 Chief Customer Officer Council. 5 Enlightened Customers. Real world, straight talk, and realistic ideas from Customer Experience Leaders around the world.”. #5

Chief Customer Officer 10

Chief Customer Officer Coaching SaaS Customer centricity 10

Netomi

FEBRUARY 28, 2022

Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper. Gemma is reimagining the traditional practice of customer support.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Contact Center Technical Support 64

ChurnZero

DECEMBER 13, 2019

To help answer this question facing new managers , we hosted a webinar last week with Emilia D’Anzica. Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. A: I can’t tell you how important a Customer Success Operations role is.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

ChurnZero

OCTOBER 28, 2021

With the results from 2021’s survey in, we held a webinar with the CS leaders from ChurnZero, ESG, and Higher Logic to discuss the findings. During the webinar, we covered: How to benchmark your team against others in the industry. If you missed the webinar, you can watch it on-demand. Customer Success Around the Web.

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

NOVEMBER 1, 2019

Abby fears a disengaged customer because she knows the great things that can be accomplished when a customer puts in the work (please please!). When a disengaged customer won’t talk to her she likes to…wait, are you still there? Abby Hammer, Chief Customer Officer. Oh, the horror! KNOW IT ALL.

Chief Customer Officer 40

Chief Customer Officer SaaS Upselling Customer Support 40

Netomi

APRIL 7, 2023

According to Charlie, the company “keeps humans in the forefront of how we interact with customers, routing customers to the last agent they spoke with, and offering them the continuity, immediate historical knowledge, and empathetic insight of that agent.” Watch this webinar. Want to hear more of Drew’s story?

Customer Service 52

Customer Service Airlines Customer centricity Banking 52