Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For us, we identified the biggest problem (CSMs had too many accounts to be proactive) and worked to create structure and processes around how many accounts CSMs had, what qualified a customer to have a CSM, and what the process was in assigning CSMs.

Chief Customer Officer 103

Chief Customer Officer Accountability Best practices Feedback 103

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

ChurnZero

DECEMBER 29, 2020

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. 9 Must-Have Integrations to Level Up Customer Success Software. 6 Dos and Don’ts for Improving Your Customer Onboarding.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

AUGUST 11, 2020

This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Customers’ prosperity is your path to prosperity.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

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. Account Executive – A hunter. Account Manager – A farmer.

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

Enghouse Interactive

JULY 29, 2020

Decision Intent: Let customer issue recovery be natural, human and right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need. As a strategic advisor, she’s guided over 20,000 leaders on using her 5-competency framework proven to achieve customer-driven growth.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . How do you break down your programs to achieve maximum benefit for both your customers and your company?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

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

ChurnZero

MAY 20, 2021

To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. You need all the relevant data and context to see the big picture of the customer experience. Warning Sign to Level Up. Operationalize Phase.

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

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. You don’t see Customer Success making a million dollars a year, but some salespeople do,” says Mehta. “So,

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. We’ve all known customer experience programs that have come and gone.

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. Related articles: Breaking Down Silos for Customer Experience Management. How Human Resources Can Add Value to Customer Experience Excellence.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

Amity

APRIL 25, 2016

Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. CEO - C hief Customer Office Council.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Kate Nasser. KateNasser. Colin Shaw.

Customer Service 0

Customer Service Chief Customer Officer Customer centricity Scripts 0

SmartKarrot

DECEMBER 20, 2021

Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles.

Banking 19

Banking Chief Customer Officer Metrics B2B 19

ChurnZero

MAY 1, 2020

Forbes shares insights from Joseph McCormack, the author of BRIEF: Make a Bigger Impact By Saying Less , in their article on how brevity can save your career. For instance, let’s say you were selling Customer Success software to your C-Suite. . — Andrew Cuomo (@NYGovCuomo) March 24, 2020. Substantiate with social proof.

Chief Customer Officer 53

Chief Customer Officer Construction Accountability Customer retention 53

ClearAction

FEBRUARY 28, 2019

“Our Chief Customer Officer has championed an awareness and desire across all the company to get behind FIS One,” Milista continued. Related articles: A Glimpse into the Future of Marketing. Customer Experience Handoff Silos are the Heart of Success. 10 Ways Marketing Alignment Leaps You Forward.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

CSM Magazine

AUGUST 22, 2019

But the question remains, how are customer service leaders eliminating “cost-center” mentality and ensuring they are recognized as the face of, and driver for, organization-wide strategy? “At At WeWork, we see member experience as critical to member success and therefore to unlocking account-based growth. VP, Returns, Walmart.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ChurnZero

JULY 9, 2020

in their article on which emotions make successful customer relationships. Customer Tenure – have they been a customer for at least nine months to a year? Product Usage – is the account above 80% license utilization with high usage across all features? Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Nikola Tesla predicts the development of Wi-Fi in a New York Times article. 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 .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. Non-quotation phrases are from Lynn Hunsaker.) “Commercial operations are increasingly out of sync with the customer journey they support.”

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

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

Lumoa

JANUARY 19, 2023

Here’s your ultimate guide on how to build a customer experience department. In This Article: Preliminary Steps 1. Map Your Current Customer Journey 3. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Amity

NOVEMBER 25, 2014

We were in an emerging market and our customers weren’t really sure what to do with the product that was put in front of them. I recognized that in SaaS you had to have a more pervasive accountability to the customer. This alone should substantiate the need for a customer success role within the organization.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

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.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

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 10

Chief Customer Officer Upselling SaaS Metrics 10

SmartKarrot

AUGUST 16, 2022

These are the primal questions you will find answers to in this article. Business consultants Human resource Consultants Lawyers Accountants. QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. It need not always be the chief customer officer.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

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?

Best practices 95

Best practices Chief Customer Officer Customer centricity Sales 95

Netomi

FEBRUARY 28, 2022

“We look forward to working closely with the Colombian crypto ecosystem and to supporting crypto products that empower Colombians to take control of their financial lives,” Cynthia wrote in an article on the company’s blog. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

APRIL 14, 2023

Better alignment drives increased product adoption , retention, and ideally deeper customer relationships. Note: this article is adapted from a session presented by ChurnZero Chief Customer Officer Alli Tiscornia and ChurnZero Chief Product Officer Abby Hammer at ChurnZero’s annual Customer Success conference, BIG RYG.

Chief Customer Officer 52

Chief Customer Officer Customer retention Surveys Accountability 52

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. job-to-be-done)]. 2) Generate CX Insights.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer retention 97

Customer retention Metrics Upselling Chief Customer Officer 97

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. She is known globally for transforming businesses to earn customer-driven growth. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

GetFeedback

JANUARY 19, 2020

Surveys can certainly help, but don’t forget to use verbatim comments, argues Lynn Hunsaker, chief customer officer at ClearAction Continuum: You already have a treasure trove of insights on-hand; make use of them for outside-in perspective. After purchase, you have the customer’s contact information. Stage 1: Awareness.

Surveys 146

Surveys Journey mapping Feedback B2B 146