Best practices Chief Customer Officer Customer retention Meeting 
ChurnZero
JANUARY 18, 2024
The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.
Totango
OCTOBER 25, 2022
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. Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection. Build Customer Loyalty.
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TechSee
JUNE 16, 2022
This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Jim Iyoob, Chief Customer Officer at Etech Global Services. Follow on LinkedIn.
ChurnZero
JANUARY 8, 2021
Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.
Callminer
FEBRUARY 4, 2021
More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee.
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. S – Specific.
Netomi
FEBRUARY 28, 2022
Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!
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