Kapta Customer Success

SEPTEMBER 19, 2016

Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand. His focus is on vital metrics for growth. CX Journey. CCO Council.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

Totango

OCTOBER 25, 2022

Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. Team Leaders who report to executives and supervise customer-facing team members. What Roles Are on a Customer Success Team? Prioritize Reducing Churn.

Best practices 94

Best practices Chief Customer Officer Customer centricity Sales 94

Satrix Solutions

JULY 21, 2021

We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn.

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

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. A – Attainable.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Jay: Having clarity on the metrics that you want to measure for the team that you manage is job number one, from an operational perspective. And then what are your targets for those metrics?

Chief Customer Officer 52

Chief Customer Officer Metrics Finance Surveys 52

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. Alka Tandan , Turbine B2B, Principal, @TurbineB2B, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Bring them closer to client experiences.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 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

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

inmoment

MAY 14, 2020

It was an interactive online program, using personal coaches and well-known celebrities such as Dr. Oz. In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #4: Are You Measuring the Right Key Metric(s)?

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

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. We don’t know who that person is, and their experience is very different from those first individuals.”. .

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. To continue with this analogy, let’s say you hired a personal trainer when you joined the gym. Intention means nothing without action.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc. Training plan.

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Involve Customer Marketing. If so, why?

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

CustomerSuccessBox

JUNE 7, 2022

You have your overall churn metric, which is several metrics rolled up into it. So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. Because you know, different customer segments are going to have different churn rates. And how do you gather them?

Management 52

Management Surveys Chief Customer Officer Metrics 52

ProProfs Blog

JUNE 30, 2020

Develop personal brand. Navigate when office politics is on the rise. It’s nice to know that average IQ doesn’t limit a person to average performance. Chief Customer Officer 2.0. Books on Customer Service Culture. The Customer Experience Revolution. View critics at workplace.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Amity

APRIL 25, 2016

CEO - C hief Customer Office Council. Curtis founded the Chief Customer Officer Council™, the first peer-led advisory group for CCOs. The Council has helped its members create customer-centric cultures as well as drive profitable customer engagement. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Can you help me get that metric?

SaaS 52

SaaS B2B Upselling Metrics 52

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. A number of CEOs have walked in the shoes of their customers. You don’t know your customers. You don’t have a plan.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 106

Customer Experience Chief Customer Officer Surveys Journey mapping 106

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Question 3.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ChurnZero

JANUARY 15, 2021

Customer Success leaders with product-focused teams will need to quickly transform their programs to focus on value. The tech-stack lines will blur between Implementation and Customer Success teams. Brian Hoffman , Account Executive, ChurnZero. A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. Have you ever come across a company that achieved its objective without taking into accounts the needs of the customers?

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

ChurnZero

JULY 9, 2020

At ChurnZero, we created our Admin Academy – a series of live, recurring webinars – to give customers the knowledge and skills they need to configure ChurnZero. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. Demonstrated ROI – does the customer have proven results?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

JANUARY 30, 2014

The fast pace of new Social Media applications paired with the dominance of mobile devices is providing an increasingly accessible medium for customers to exercise their individual voice and personality; including tailoring how they choose to communicate with vendors in the ‘here’ and ‘now’ in a way that best suits their needs and lifestyle.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. LinkedIn: David Avrin – Customer Experience Keynote Speaker and Consultant – Visibility International, LLC.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ClearAction

FEBRUARY 28, 2019

The way it’s designed is unique in setting up your profile so the content is curated personally to you,” said Milista. Bridge existing silos in data, systems, channels, organizations, vision, assumptions, motives, goals, metrics, and handoffs. It’s a knowledge-building, knowledge-sharing place.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

Consulting 135

Consulting Consulting Metrics Feedback 135

ClientSuccess

OCTOBER 10, 2018

Customer Success starts and ends with helping others realize value. 2) From : Vic Kasoff , Director of Customer Experience | Company : NarrativeDx | Location : Austin, Texas. It can be exhausting to try and have a “work personality” and a “home personality.” Don’t focus on making your customers happy.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. How can systems and tools empower your customer teams. I think that the person that owns the revenue number at the executive team level is the one that’s going to be able to get things done the quickest. What other goals or metrics do you recommend for CS Ops?

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

CSM Magazine

DECEMBER 20, 2016

The other challenge is fundamental, and it has to do with showing a quantifiable business impact of CX initiatives behind purely qualitative metrics of customer satisfaction or similar. Challenge 1: Who should govern customer experience management? Who should own customer experience?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

Amity

JULY 26, 2018

Do you know exactly what kind of person should fill your missing role? What kind of person will be a good fit with your culture? For example: Amity is a fast-growing customer success company that loves collaboration and teamwork throughout the organization. Help the Chief Customer Officer to create a churn reduction plan.

Chief Customer Officer 65

Chief Customer Officer Metrics Engineering Sales 65

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