Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 You want customers to fall in love with your brand. Nowadays, most people search for information online.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For us, we identified the biggest problem (CSMs had too many accounts to be proactive) and worked to create structure and processes around how many accounts CSMs had, what qualified a customer to have a CSM, and what the process was in assigning CSMs.

Chief Customer Officer 102

Chief Customer Officer Accountability Best practices Feedback 102

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. David Baga , Lyft, Chief Business Officer, @justbaga, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ClientSuccess

NOVEMBER 20, 2020

Attendees will hear from some of the leading experts in customer experience and come away with actionable strategies to implement in their own organizations. Chief Customer Officers Conference – [link]. The Next Generation Customer Experience Conference – [link]. The State of Customer Success in 2020.

Chief Customer Officer 52

Chief Customer Officer Education Accountability Management 52

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

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

Amity

APRIL 25, 2016

Alex helps VC-Funded startups and F100 companies optimize, leverage and accelerate their Customer Success teams. The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. VP of Customer Success and Business Operations - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. Customer Success Compensation Catches Up to Sales. So much more happens after that initial sale.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Mindtouch

APRIL 23, 2018

Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success. Optimizing your customers’ success drives not only adoption, but advocacy. Customer advocacy creates expansion within existing accounts while accelerating your net new sales pipeline.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

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

ProProfs Blog

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. Finally, I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. The Customer Success Performance Index™. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Andreas Knoefel, a veteran Customer Success Executive , was one of the selected few individuals who made it to the semi-finals with his Customer Success Performance Indicator methodology. Below, is the blog he wrote. The Customer Success Performance Index™. From Puzzle Pieces to the Picture . Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

Below, is the blog he wrote. I highly recommend watching the video to hear Andreas speak about his approach in more detail, in addition to reading this blog. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. Conquer your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

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

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? Customer Tenure – have they been a customer for at least nine months to a year?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Question 3.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. In this blog, we will see why C-Suite Selling is important. how to sell your customer success tool to them. This blog will help you create a case for CS software. contact-form-7].

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

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. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Jeanne Bliss.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

NOVEMBER 25, 2014

PT: In September 2000, we were all in sales at Eloqua. By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. We were in an emerging market and our customers weren’t really sure what to do with the product that was put in front of them. I always had a quota under me.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

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. Focus on making them successful.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ClientSuccess

OCTOBER 17, 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. This honest and transparent approach to managing customers has helped me prove in my newer role that I am passionate about our customers.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 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 18

Chief Customer Officer Upselling SaaS Metrics 18

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. – Leo Leung, Director, Technical Account Management, Nulogy.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

FEBRUARY 9, 2022

At such times, CCO is the only leader who has to bear the brunt; after all, customer success is at an adolescence phase! Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . 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

SmartKarrot

DECEMBER 4, 2020

So, how can we quantify those returns generated by customer success? This is what we are going to see in this blog along with the tips to improve it. Importance of measuring customer success ROI. Setting up a customer success function requires cost. Holding employees accountable. Business expansion. Brand advocacy.

Chief Customer Officer 10

Chief Customer Officer Customer retention Metrics SaaS 10

Amity

JUNE 21, 2017

In the first part of this blog post series, we introduced the concept of Customer Maturity Index (CMI). We suggested that some of the current methods of assessing a customer’s health in order to determine the best actions to take with them are ineffective. The Problem: The Current Customer Health Score is Useless.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

SmartKarrot

JUNE 10, 2020

So, instead of being lost in the myriad of resources online, I suggest you bookmark this blog which would continue to help you in the long run. In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. 1 Keep THE CUSTOMER. By Todd Eby.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

Amity

MAY 27, 2014

That is a lot of companies likely looking to solve the same problem you are by staffing a customer success team. Depending on the size of your organization, it’s important to understand where Customer Success fits among Marketing, Support and Sales. And I am betting they are facing the same challenges on hiring.

SaaS 48

SaaS Chief Customer Officer Sales Management 48

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

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. Key responsibilities of a client success specialist.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10