ChurnZero

DECEMBER 29, 2020

Learn how to spot the signs that it’s time to revamp your onboarding as well as the dos and don’ts of improving the most influential phase of your customer’s journey. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

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SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

MARCH 3, 2020

I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry.

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SaaS Chief Customer Officer Best practices B2B 72

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.

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SaaS Chief Customer Officer Consulting Consulting 96

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Here are a few other active groups: Customer Success Management.

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Chief Customer Officer Customer retention SaaS Best practices 56

ChurnZero

JANUARY 15, 2021

Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. For SaaS businesses, protecting the customer base became the main, if not only, priority during this tumultuous time. We asked Customer Success experts to share their industry predictions for the year ahead.

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SaaS Chief Customer Officer Metrics Education 52

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

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Chief Customer Officer SaaS B2B Best practices 64

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. If we’re not at peak SaaS, we’re probably close to it. Such days are waning.

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SaaS Chief Customer Officer Education Consulting 73

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.

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SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This makes a case for customer success to have a seat at the leadership table.

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Chief Customer Officer Finance SaaS Customer centricity 10

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

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Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

DECEMBER 20, 2019

T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. 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 .

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SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Aside from being an active member of the CS community, Jay can also be found having insightful conversations with industry leaders on his popular podcast.

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Amity

JANUARY 30, 2014

Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS. Generating a Deep Understanding of Business Drivers.

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Chief Customer Officer SaaS B2B Metrics 48

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. So the GRR, expected gross retention revenues, are mostly expected to be lower.

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Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions. If we’re not at peak SaaS, we’re probably close to it. Such days are waning.

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SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

MARCH 8, 2022

Now get ready to be inspired as we shine a spotlight on these powerful women and how their achievements are shaping the industry. 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. Allison Pickens.

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Chief Customer Officer Coaching Customer centricity SaaS 21

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

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

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SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI. Customer Retention.

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Chief Customer Officer Customer retention Metrics SaaS 10

ChurnZero

JUNE 17, 2022

Irit: Bree, you talk to customer success leaders all the time being that you work at ChurnZero. You do enablement for onboarding for ChurnZero so you get a lot of exposure to what is going on in the industry. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle.

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Metrics SaaS Surveys Self service 98

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.

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

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.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

NOVEMBER 16, 2022

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. The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. Enhance retention rate and decrease the churn ratio.

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Chief Customer Officer SaaS Upselling B2B 10

ChurnZero

OCTOBER 25, 2019

How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Wednesday, November 6, 2019 2:00 – 3:00 PM EST. As we are now in Q4, the high-pressure budget and strategy planning season is officially underway in SaaS organizations around the globe. Customer Success operations planning. Danielle Middlebrook, Sr.

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Chief Customer Officer SaaS Customer advocacy Technology 49

ChurnZero

JUNE 17, 2022

Irit: Bree, you talk to customer success leaders all the time being that you work at ChurnZero. You do enablement for onboarding for ChurnZero so you get a lot of exposure to what is going on in the industry. Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

FEBRUARY 10, 2021

With customer success being a new function and companies not prepared for it, outsourcing it might seem like a wise decision. It was not until 1980s when outsourcing became a new norm in software industry. IT giants like IBM already had the vast infrastructure capable enough to serve a wide range of customers.

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outsourcing Chief Customer Officer SaaS Consulting 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.

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Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

AUGUST 16, 2022

The customer Success (CS) industry has grown exponentially in the last couple of years. A fantastic approach to discovering the key players in the customer success industry and what they’re up to is through podcasts. Customer Success Podcast is often the ultimate reservoir containing the valuable content you need!

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SaaS Chief Customer Officer B2B Benchmark 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Before starting his firm, Thompson worked in the IT industry for fifteen years.

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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. Going the extra mile to guide your customer and engage them throughout their journey with your product will undoubtedly increase customer engagement and loyalty.

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Best practices Chief Customer Officer Customer centricity Sales 95

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? EMEA, and APAC. . Connect with Cynthia.

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SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Have a look at the top 10 customer success blogs.

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SaaS Chief Customer Officer Benchmark Customer retention 10

SmartKarrot

JUNE 5, 2020

Customer Success (CS) as a business function has seen enormous growth in the SaaS industry within the last decade. With an evolving need of mutually beneficial relationships with their customers, companies are investing more on building a customer success team. Product success is different from Customer Success.

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Chief Customer Officer Technical Support Upselling SaaS 10