CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and the number of reference-able clients.

Chief Customer Officer 56

Chief Customer Officer Metrics Accountability Consulting 56

Education Services Group

JULY 21, 2022

Speakers: Star Hofer , Chief Customer Officer, Partnerstack , and Carlos Quezada , Head of Digital Services Strategy & Customer Success, Aruba. . And so, what that pilot looked like is we actually onboarded the partners on to our Customer Success automation platform.

Journey mapping 52

Journey mapping Chief Customer Officer SaaS Management 52

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. So, what exactly has resulted in this change in the SaaS industry? Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

ChurnZero

JUNE 17, 2022

Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer? What this is showing is a group of all of the accounts in onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. 3 Success Coaching. 1 Keep THE CUSTOMER. 4 Chief Customer Officer Council.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

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. Final Thoughts. Think of client success as a progressive investment.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

ChurnZero

JUNE 17, 2022

Customers in onboarding behave differently than tenured customers. Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Is this dashboard for a specific customer? What this is showing is a group of all of the accounts in onboarding.

Metrics 52

Metrics SaaS Surveys Self service 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. She is known globally for transforming businesses to earn customer-driven growth. Kate Nasser.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Kayako

FEBRUARY 13, 2019

If you split the commercial relationship between sales and customer success, I would examine if there was a segment of your customers who would renew and organically grow a single CSM on the account vs. having two resources (sales and CSM) on the account. Turn on video when running a customer call!

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49