ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Analyzing performance for 2020 forecasting. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Budgeting and getting buy-in for resources.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

AUGUST 11, 2020

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. The second quarter of 2020 was chaotic. I’m sure you have too.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. One of the big challenges we see is that the initial users are happy but six months later some person comes on the account.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

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

CSM Magazine

AUGUST 22, 2019

In order to stay relevant, there are two crucial discussions that leaders must prioritize: Internal Customer-Centric Team Strategy : How can we evolve internal structures, optimize our workforce, and close the feedback loop to meet new customer demands? See the full timed agenda for the Customer Service Summit here!

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Brian Hoffman , Account Executive, ChurnZero. And that they did.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

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. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. The Customer Success Economy with the lovely Allison Pickens.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

OCTOBER 25, 2019

Q: How do you start a conversation regarding a customer’s need to establish an internal success team for your product? Depending on how big they are, the team can be one person, part-time if it’s a really small application used by very few people. It can just take some hunting to get to the right person. . Not very likely.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

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. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach. Kristen Hayer. Kristi Faltorusso.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

MAY 1, 2020

Andrew Cuomo (@NYGovCuomo) March 24, 2020. For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount.

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How customers are segmented can help with the division of labor and the CS team structure.

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Chief Customer Officer Coaching Accountability Surveys 126

SmartKarrot

MARCH 8, 2022

An Award-Winning Customer Success Professional, Asha Patel is known for leading teams and delivering strategic plans for improving the customer experience in a company. She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

APRIL 16, 2020

Role: Customer Success Representative Location: Cork, Ireland Organization: Varonis In this role, you will be teaming up with Varonis account teams to manage a portfolio of Varonis customers. Alongside your teammates, you ensure that customers are seeing results from Zendesk and will continue their partnership.

Consulting 8

Consulting Consulting Chief Customer Officer Enterprise 8

Eptica

NOVEMBER 8, 2017

Incoming digital interactions are automatically analyzed and forwarded to the best person to answer them and the agent provided with both an idea of the nature of the query and the tone - is she angry or upset, for example? This is why CX needs to be led from the top and why some companies are hiring a Chief Customer Officer (CCO).

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Comm100

FEBRUARY 20, 2018

By automating simple tasks, Chatbots offer customers speeder support at a lower rate for companies. According to one report, Chatbots currently account for business cost savings of $20 million globally. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower.

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Chatbots Contact Center Benchmark Chief Customer Officer 52