ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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Chief Customer Officer SaaS Best practices Journey mapping 52

Amity

JUNE 3, 2016

Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. I’m talking about many companies likely looking to solve the same problem you are, by staffing a Customer Success team. 3 attributes.

Management 68

Management Chief Customer Officer SaaS Accountability 68

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. Let’s get started!

Management 70

Management Chief Customer Officer Best practices Consulting 70

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne.

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Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. 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?”

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CRM Chief Customer Officer SaaS Morale 98

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Swiftly I nc. Training plan.

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Chief Customer Officer Best practices Sales Accountability 52

ChurnZero

AUGUST 11, 2020

As customers struggle to adjust and manage, they’ll want to know their troubles are being heard by the businesses they interact with. Customer Success teams are in a unique position to listen to their customers’ challenges. And in Will’s words: “We’re with our customers on the journey to change.”. .

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Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

MAY 20, 2021

You need all the relevant data and context to see the big picture of the customer experience. Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. Warning Sign to Level Up.

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Chief Customer Officer Accountability Journey mapping Customer advocacy 90

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.

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Customer Experience Chief Customer Officer Surveys Journey mapping 106

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. . 2019 is almost a wrap.

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Chief Customer Officer SaaS B2B Best practices 64

Toister Performance Solutions

OCTOBER 26, 2017

Chief Customer Office, SalesLoft. Social Media and Customer Experience Manager, NumberBarn. Blog: Customer Service Life. Director of Workforce Management, VIPdesk Connect. Twitter: @Huskerhix Schedule adherence is not meant to be perfection, rather trying to maximize opportunity to help customers.

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Schedule adherence Chief Customer Officer Coaching Contact Center 56

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. 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?”

CRM 52

CRM Chief Customer Officer SaaS Morale 52

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

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. Communication and problem-solving, to promote the team initiatives and manage change within the organization. Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

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Customer Experience Metrics Feedback Analytics 94

Amity

MAY 27, 2014

Over the course of the last 12 months, I’ve done regular Google queries on “customer success manager” and the number of jobs on LinkedIn continues to increase – did you know that there are over 16,000 today? That is a lot of companies likely looking to solve the same problem you are by staffing a customer success team.

SaaS 48

SaaS Chief Customer Officer Sales Management 48

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. Uncover Opportunities With Upsell Campaigns.

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SaaS Marketing Upselling Chief Customer Officer 64

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. This is one of the most followed blogs on Customer Success. 1 Keep THE CUSTOMER.

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Chief Customer Officer Coaching Customer centricity SaaS 10

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. I had to eventually put managers over the CSMs so they could work with pre-sales.

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SaaS Chief Customer Officer Upselling Accountability 48

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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Management Chief Customer Officer Upselling SaaS 98

ChurnZero

OCTOBER 25, 2019

And then one of the other things you can do is say well, let me share with you what I see happen with most customers when they go through and implement software and you tell me if this fits your organization. Q: What’s a common objection you hear when pitching a comprehensive change management plan? And how do you overcome them?

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Chief Customer Officer SaaS Customer advocacy Technology 49

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Customers in onboarding behave differently than tenured customers.

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Metrics SaaS Surveys Self service 98

Netomi

JANUARY 5, 2022

A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

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Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

The voice of the customer, customer experience strategy (beyond customer support), business analysis, as well as human-centered design are all among Anastasia’s areas of expertise. An operations and business innovation expert, she has more than 10 years of project management experience across industries and geographies. .

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

OCTOBER 7, 2020

You might be the first employee solely dedicated to customer success and starting from scratch. The most common designation in a customer success program is a customer success manager (CSM). If they have prior experience as customer success representative then it is a plus point. 2 Identify Customer’s Goals.

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SaaS Chief Customer Officer Metrics Customer centricity 10

Kapta Customer Success

SEPTEMBER 19, 2016

Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. When customers succeed as a result of the services and products you provide, they’ll continue to be long-time, loyal fans of your brand. Of course we’re going to put Kapta on the list! CX Journey.

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Accountability Management SaaS Chief Customer Officer 45

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Customers in onboarding behave differently than tenured customers.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Jay: Having clarity on the metrics that you want to measure for the team that you manage is job number one, from an operational perspective. Maturity and growth recommendations for your team.

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Chief Customer Officer Metrics Finance Surveys 52

ChurnZero

DECEMBER 13, 2019

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. As a new Customer Success leader in your organization, you must figure out how you’ll measure success, keep your team happy and engaged, and secure stakeholder buy-in to champion your strategy in the new year. That would be a disaster.

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Coaching Chief Customer Officer Education Accountability 72

CSM Magazine

OCTOBER 13, 2020

For today’s organisations, the outbreak of Covid-19 has created an even greater need to stay open, maintain clear and consistent communication and build deeper long-lasting relationships with customers. Considering customer journeys. A cohesive ecosystem. For more information, visit: [link].

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Customer Experience Chief Customer Officer Customer centricity Enterprise 59

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

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Customer Experience Surveys Metrics Feedback 120

ChurnZero

JUNE 3, 2022

You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. He said we need Customer Success managers.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

You Mon: Accountability. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. He said we need Customer Success managers.

SaaS 52

SaaS B2B Upselling Metrics 52

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

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Surveys Metrics Feedback Chief Customer Officer 90

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means.

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Customer Experience Chief Customer Officer Customer centricity Coaching 119

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. I think that’s going to be what I’m going to be jumping into, but of course, doing some of the marketing still in terms of the thought leadership, speaking and writing. There’s the learning management system. There’s the CRM there.

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Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. I think that’s going to be what I’m going to be jumping into, but of course, doing some of the marketing still in terms of the thought leadership, speaking and writing. There’s the learning management system. There’s the CRM there.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

ChurnZero

FEBRUARY 23, 2021

The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend? You want to include those kinds of metrics, besides the usage, of course.

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Metrics Benchmark Chief Customer Officer Accountability 80