Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight. W in the Customer.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

JULY 2, 2020

The term “customer-first” gets thrown around and cited often in the B2B world. SaaS organizations aspire to be it, but many don’t know how to transform this highly touted phrase into a practical application. The challenges to becoming a customer-centric company are not easy to overcome alone.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

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. Account Executive – A hunter. Account Executive – A hunter.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

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

FEBRUARY 17, 2022

When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” But CRM functionality only accounts for a tiny sliver of what Customer Success software was built to do in regards to automation, adoption tracking, and journey lifecycle management.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

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

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ChurnZero

DECEMBER 27, 2019

, tell a customer they’re a poor fit, and manage customer s who ignores deadlines and meetings. . PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. . Customer Success Resource.

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Squelch

JUNE 4, 2019

As we continue our series exploring Influential Women in CX , we had the pleasure of sitting down with Mary Poppen, Chief Customer Officer at Glint and 2018 Top Customer Success Influencer. You’re a pioneer in customer success. With the rise of SaaS , we began to really see the need for customer success.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

Totango

OCTOBER 25, 2022

Customer-facing CSMs who interact directly with customers and supervise customer accounts. 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. How to Structure a Customer Success Team: Four Best Practices.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

ChurnZero

FEBRUARY 17, 2022

Tip #3 for CSMs: discuss overlap with other tools When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and the number of reference-able clients.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). “The Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. They’re now worth $5.6

Management 70

Management Chief Customer Officer Best practices Consulting 70

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. His blog is highly credited as one of the richest sources of actionable information and guidance on Customer Success and SaaS growth. Allison Pickens.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . So, we kept it at 13 partners globally, and right now, those 13 partners represent over 400 accounts globally.

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

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 . Jay Nathan , Founder & Managing Partner, Customer Imperative . Increase focus on ‘meh’ accounts. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do). “The Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Customers in onboarding behave differently than tenured customers. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics SaaS Surveys Self service 98

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

FEBRUARY 9, 2022

You need the right technology partner to ensure product adoption , usage of best practices and ensure no data slips through the cracks to succeed. You need to tie and demonstrate how CSMs or customer success teams’ work impacts the company’s growth. You need to show proof of how and what your customer success team achieved.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Customer Success Around the Web.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. So one of the things I’ve tried to and continue to do is instill collaboration beyond the customer success management team.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. She has also held numerous Interim ‘Head of Customer Success’ roles.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Customers in onboarding behave differently than tenured customers. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

NOVEMBER 16, 2022

An account executive would have been in charge of this in the past. . Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

SmartKarrot

AUGUST 7, 2020

Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. This team consists of various roles like Solution Architects, Customer Success Managers (CSM), and Account Managers.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. This blog will help you learn how to design the high-impact customer success programs and teams.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

SmartKarrot

OCTOBER 27, 2020

Traceability and accountability become more viable when you are aligned with a customer success roadmap. Customer acquisition. Any CS roadmap should have a final aim of converting existing customers into brand advocates. How to build a customer success roadmap. Choosing the right metrics.

Journey mapping 10

Journey mapping Chief Customer Officer Metrics Customer centricity 10

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year.

SaaS 52

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. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year.

SaaS 52

SaaS B2B Upselling Metrics 52