JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Sue on LinkedIn 7. Follow Emilia on LinkedIn 8.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. ” How do other industry experts see customer success goals evolving?

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

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 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

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Satrix Solutions

DECEMBER 1, 2020

Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. We started off life here at Waypoint as a consulting company and worked with our clients around change management all the time. Steve Bernstein.

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

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 Executive – A hunter.

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Sales Chief Customer Officer Upselling Accountability 59

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. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers.

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Management Chief Customer Officer Best practices Consulting 70

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.

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Chief Customer Officer SaaS Best practices Customer advocacy 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Bring them closer to client experiences.

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Chief Customer Officer Customer centricity Best practices Metrics 98

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. Here, she talks about the best practices to get effective c ustomer onboarding. Clear project management plan that both you and the customer agree on with defined responsibilities. Swiftly I nc. Training plan.

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Chief Customer Officer Best practices Sales Accountability 52

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

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Enterprise Chief Customer Officer Customer centricity Accountability 48

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. Why is Quarterly Business Review important?

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Totango

OCTOBER 25, 2022

Customer success occurs when your clients achieve the goals they hoped to attain when they purchased your product. Customer success teams are members of your organization tasked with making this happen through automated and manual CS management strategies. What Is Customer Success Team Structure?

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

ChurnZero

FEBRUARY 17, 2022

CSMs have had to improvise and manage without purpose-built tools for well over a decade. When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” The Customer Success leader perspective: how to encourage the adoption of Customer Success software.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

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Chief Customer Officer SaaS Metrics Education 75

ChurnZero

AUGUST 11, 2020

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. Just like in the first wave, your customers’ lives will be turned upside down once the next wave hits. Customer Success Around the Web.

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ClearAction

FEBRUARY 28, 2019

. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview. It’s a knowledge-building, knowledge-sharing place.

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Marketing Customer Experience Best practices Chief Customer Officer 61

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Before asking for a budget for your customer success team, you need to set clear, quantifiable goals.

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ChurnZero

DECEMBER 27, 2019

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . This relatable post covers how to handle when the customer is not always right (shocking!) , tell a customer they’re a poor fit, and manage customer s who ignores deadlines and meetings. . Customer Success Resource.

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Chief Customer Officer SaaS B2B Best practices 64

Eptica

MAY 30, 2018

That was the message from Ed Thompson of Gartner at the analyst’s Customer Experience & Technologies Summit 2018 , which Eptica attended. More and more companies are employing senior heads of customer experience, such as Chief Customer Officers – and 50% of these report directly to the CEO.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

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

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Before asking for a budget for your customer success team, you need to set clear, quantifiable goals.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

Squelch

JUNE 4, 2019

As we continue our series exploring Influential Women in CX , we had the pleasure of sitting down with Mary Poppen, Chief Customer Officer at Glint and 2018 Top Customer Success Influencer. So that was really the impetus for the customer success manager (CSM). Anyone who has employees can use Glint.

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Chief Customer Officer Employee engagement SaaS Accountability 40

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. dence to own their role in the customer relationship.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . We’re managing a portfolio of over 13,000 customers globally and we don’t have dedicated CSMs. How can we scale it?

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Journey mapping Chief Customer Officer SaaS Management 52

ChurnZero

FEBRUARY 17, 2022

CSMs have had to improvise and manage without purpose-built tools for well over a decade. Tip #3 for CSMs: discuss overlap with other tools When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” Trust me on this one, your CRM is not enough.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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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.

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Chief Customer Officer Coaching Customer centricity SaaS 21

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. He is the Executive Director at The Customer Success Association and as the Director/Analyst of Mikael Blaisdell & Associates Inc. , Jeanne Bliss.

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Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JANUARY 4, 2019

So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. We were curious, so we asked industry thought leaders to take a moment to look forward and share their predictions.

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Amity

NOVEMBER 25, 2014

By early 2001, we had enough customers that we realized we needed someone to help manage the customer base. 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. Have them carry a quota to pay for their role. I always had a quota under me.

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SaaS Chief Customer Officer Upselling Accountability 48

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.

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Chief Customer Officer Upselling SaaS Metrics 18

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. Power Users: .

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ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . As CS, we have a really close relationship with our sales managers.

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