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. ” Most recently she served as Senior Vice President of Customer Experience and Operations at BrainScope, an award-winning medical device company. .”

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. “ Companies cannot solve customer needs within the traditional organizational silos.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ChurnZero

DECEMBER 14, 2022

For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it. Survey responses to date are 166% of the target for the year and over four times better than the last 10 years’ average.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

CustomerSuccessBox

DECEMBER 9, 2021

2021 passed away like a breeze but along with came a lot of lessons. This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. In 2021, 91% of CS professionals stated their teams increased team numbers over the year. Customer Satisfaction Score (CSAT).

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52