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. We’ve compiled a list of 12 Customer Success Best Practices That Can Positively Impact Your Work as a CSM.

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Best practices Chief Customer Officer Customer advocacy SaaS 56

Totango

NOVEMBER 14, 2023

Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement SuccessBLOC , a pre-built customer success program with best practices and out-of-the-box content created by our very own CS and community experts.

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Chief Customer Officer Best practices Feedback Enterprise 62

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. We hope you enjoy reading this best-of highlights reel; we loved making it happen. . Top 10 Blog Posts from 2019 . Best Tech Startup Finalist in 2019 Timmy Awards .

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Chief Customer Officer SaaS B2B Best practices 64

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 In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The ClientSuccess CSM From the Trenches Blog Series. 5 resources to set your CSMs up for success. Here are a few of our current favorites: 1.

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Chief Customer Officer SaaS Education Best practices 70

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For example, slowly creating a training program for new CSM onboarding, or creating best practices, deeper knowledge and product management relationships on an aspect of our product.

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Chief Customer Officer Accountability Best practices Feedback 102

Vcaretec

JUNE 6, 2022

Check out the Vcare Top 50 Customer Care Influencers below, and connect with these experts on their blogs, Twitter, and on other social networks. Did you make our list of customer care influencers? Connect: @AlHopper_ Kate Leggett Bio: VP and Principal Analyst at Forrester Research for CRM and Customer Service.

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Customer Care Chief Customer Officer CRM Wireless 98

Education Services Group

OCTOBER 28, 2020

The purpose of this blog is to enlighten, not just people in the Customer Success practice, but anyone who is aspiring to achieve excellent business outcomes for their customers, thus, creating a strong relationship with them. QBR Best Practices. What are the end goals of the business?

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Chief Customer Officer Best practices Customer retention Upselling 45

Vcaretec

JUNE 6, 2022

Join Shep’s 71,000+ followers on Twitter and subscribe to the Shepard Letter for weekly customer service tips. vcare-expert-anna-sabryan Anna Sabryan : Anna is an experienced social media and modern marketer at Oracle who blogs about the digital customer service and customer experience.

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outsourcing Chief Customer Officer Customer Care Banking 52

Eptica

AUGUST 19, 2020

When it comes to creating the right organisational structure to truly deliver superior customer experience, there are two models promoted by CX analysts and experts: The centralised approach Create a customer experience department headed by a board-level director/ Chief Customer Officer and with its own, dedicated budget and KPIs.

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Customer centricity Chief Customer Officer Best practices Customer Experience 82

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.

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SaaS Chief Customer Officer Consulting Consulting 96

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Roles Are on a Customer Success Team? Build Customer Loyalty.

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Best practices Chief Customer Officer Customer centricity Sales 94

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. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

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Sales Chief Customer Officer Upselling Accountability 59

Amity

JANUARY 25, 2017

Another great place to “bring together ideas, strategies, and tactics” is the Customer Success Managers in Action group and its 6,000+ active members. Here are a few other active groups: Customer Success Management. Chief Customer Officer Institute - CCOi. Customer Success.

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Chief Customer Officer Customer retention SaaS Best practices 56

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. Many companies collect customer feedback, but very few act on what they hear.

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Feedback Chief Customer Officer Best practices Consulting 54

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.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ChurnZero

FEBRUARY 17, 2022

The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Leadership roles – including your directors, vice presidents, chief customer officers – have a huge influence on the effectiveness of your software adoption initiatives. Customer Success Around the Web.

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CRM Chief Customer Officer SaaS Morale 98

CustomerSuccessBox

DECEMBER 6, 2021

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. In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. Lincoln Murphy.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

ClientSuccess

AUGUST 24, 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. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers.

Management 40

Management Chief Customer Officer Best practices SaaS 40

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.

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Customer retention Chief Customer Officer SaaS Accountability 97

Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors. We would recommend all of them, if it came down to it.

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Chief Customer Officer Engineering Best practices Sales 80

CSM Practice

APRIL 17, 2017

However, many customer success teams often struggle with communicating their value and thereby never get their budget fully approved. In this blog, I am going to show you how other customer success executives demonstrate the value of their team to management and the board of directors.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

Amity

APRIL 7, 2017

However, many customer success teams often struggle with communicating their value and thereby never get their budget fully approved. In this blog, I am going to show how other customer success executives demonstrate the value of their team to management and the board of directors. In return, this impedes their ability to scale.

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Chief Customer Officer Metrics Consulting Consulting 67

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.

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Management Chief Customer Officer Best practices Consulting 70

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

CSM Practice

APRIL 17, 2017

However, many customer success teams often struggle with communicating their value and thereby never get their budget fully approved. In this blog, I am going to show how other customer success executives demonstrate the value of their team to management and the board of directors.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

ChurnZero

FEBRUARY 17, 2022

The Customer Success leader perspective: how to encourage the adoption of Customer Success software Implementing change requires the balancing of bottom-up and top-down approaches. Customer Success Around the Web 3 Ethical Dilemmas in Customer Success – Learn three best practices for building customers for life.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. Peter Armaly.

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Chief Customer Officer SaaS B2B Consulting 21

Horizon CX

DECEMBER 31, 2018

But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map? Not all organizations are going to have a CEO with that kind of mindset, but that kind of mindset needs to exist in some capacity within every organization intending to become customer-centric.

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Journey mapping Chief Customer Officer Surveys Consulting 40

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.

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Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. There is a difference.

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Chief Customer Officer SaaS B2B Multichannel 10

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. What are one to three books, blogs, or thought leaders that have greatly influenced your career, and why? Question 6.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. 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. Chief customer officer.

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Chief Customer Officer Upselling SaaS Metrics 18

inmoment

MAY 14, 2020

In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” This is the bar companies should be shooting for—instead of simply trying to be better than other health insurance organizations. . Question #3: Do You Know Who Owns the Member Experience?

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Healthcare Chief Customer Officer Metrics Call Center 52

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 might also like: How to Become the Chief Customer Officer (CCO)?

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

Amity

NOVEMBER 25, 2014

Over three or four years of working in the cloud – in the “early days” – I recognized a need for a role that wasn’t sales (selling) or support (technical issues) but focused on best practices in using your product to help their business (and yours). In your opinion when should you introduce Customer Success?

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SaaS Chief Customer Officer Upselling Accountability 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.’

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Chief Customer Officer Coaching Customer centricity SaaS 21