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10 Questions New Chief Customer Officers Must Ask Themselves

SmartKarrot

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years.

Who Should Be Accountable for Customer Feedback Loops?

Kayako

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. That’s because so many departments are involved in the feedback process: Support receive it, marketers ask for it , and product managers solicit it, but few departments are held accountable for making use of feedback. How to create a customer feedback loop that improves your product.

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8 Customer Success Blogs Every Key Account Manager Should Read

Kapta Customer Success

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. 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. Here are eight Customer Success blogs every key account manager should read to stay on the cutting edge of their business.

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service.

Women of Influence: The Top 25 Innovative CX Leaders

Netomi

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Amanda Binns – Senior Vice President, Global Customer Success, Pixalate.

Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management

ChurnZero

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. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

Quickly Fix Agent Performance on the Cheap

Toister Performance Solutions

Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. Chief Customer Office, SalesLoft. Director of Customer Experience, UL EHS Sustainability. Blog: Customer Centric Support. Director of Customer Experience, FCR. Blog: Customer Service Life. Social Media and Customer Experience Manager, NumberBarn. Blog: Customer Service Life.

A Quick-Start Guide To Low- and Mid-Touch Feature Adoption

ChurnZero

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. Similarly, your customer purchased your software to make a change. New to Customer Success Automation?

3 Customer Retention Strategies for the Pandemic’s Next Wave

ChurnZero

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer Success teams are in a unique position to listen to their customers’ challenges.

What To Look For When Hiring a Customer Success Manager

Amity

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. 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. Have them walk you through interacting with a customer.

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10 Silos Impact Customer Experience

ClearAction

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. The good side: variety, ownership, accountability, specialization, and efficiency — yes, we need these.

Achieving Customer Success Maturity: Focus Areas, Pitfalls, and Warning Signs

ChurnZero

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. That’s why it’s essential to invest in the people, processes, and technologies that create the most value for your customers and your organization.

Get your Customer Onboarding right- Maranda Dziekonski

CustomerSuccessBox

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. When a customer can successfully use and achieve value from your product and/or services. What are the ingredients of a perfect customer onboardin g? Customer Onboarding

19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers

ClientSuccess

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

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Customer Service Leaders: Adam Toporek.

What To Look For When Hiring A Customer Success Manager

Amity

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. 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. Have them walk you through interacting with a customer.

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10 Ways to Improve your Customer Success Strategy

Kayako

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. There is always an opportunity to improve and likely a mix of both big and small rocks that could be moved today to increase the NPS of your partners, customers and employees. Do your processes work for 40 customers? Are there aspects of your customer touchpoints which can be tech touch?

The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang

ChurnZero

From optional to all-important, Customer Success has come a long way in the last decade. It lowers your customer’s upfront expenses. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

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The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang

ChurnZero

From optional to all-important, Customer Success has come a long way in the last decade. It lowers your customer’s upfront expenses. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

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Customer Experience & Marketing Workforce of the Future

ClearAction

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. “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. Influence your peers and other organizations internally to align with customers and evolving market needs.

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation

ChurnZero

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.

How to Manage Churn- with Anita Toth!

CustomerSuccessBox

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. Anita Toth is the Chief Churn crusher at Anita Toth Inc. Customer Churn

How to Manage Churn- with Irit Ezips!

CustomerSuccessBox

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Customer Churn

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ). Jeanne Bliss Customer Experience Practitioner & Pioneer, Keynote Speaker and Author. Companies need to employ multiple sources of information to tell the story of customers lives. Of course you don't.

How to Build a Team of Customer Success Heroes

Amity

I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. 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. Have them walk you through interacting with a customer.

6 Essential Tactics to Create a Persuasive Business Case

ChurnZero

There’s still a dire need to keep pursuing your key initiatives (albeit revised), especially for Customer Success teams who play the most influential role in retaining business—the highest priority of every company for the foreseeable future. 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.

CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success

Amity

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. This could explain a lot about Customer Success and the scramble to define it, staff it and fulfill it. Amity: You were a pioneer in the Customer Success – how did you break ground?

Focus on the Frontline: How to Enable Your Team to Do Their Best Work [Webinar Transcript]

Branch Mesenger

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft.

7 Customer Marketing Strategies to Increase SaaS Retention

ChurnZero

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? The Forgotten CSM: Customer Success Marketing.

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From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown

Vistio

” The word I was looking for at that time was customer experience. Let’s look at the larger customer journey and reduce the friction upstream and set better expectations to equip customer service for success. The customer has a need.

From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown

Vistio

” The word I was looking for at that time was customer experience. Let’s look at the larger customer journey and reduce the friction upstream and set better expectations to equip customer service for success. The customer has a need.

Q&A: Rethinking Customer Onboarding to Accelerate Success

ChurnZero

Q&A: Rethinking Customer Onboarding to Accelerate Success. . Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Many of your customers lack the internal knowledge, expertise and infrastructure they need to successfully achieve their business goals using your (or any) software!

Ultimate Customer Success Portal: All CSM resources in one place!

SmartKarrot

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.