ChurnZero

NOVEMBER 13, 2020

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. To continue with this analogy, let’s say you hired a personal trainer when you joined the gym. Intention means nothing without action.

Chief Customer Officer 52

Chief Customer Officer Education Accountability Metrics 52

Amity

FEBRUARY 6, 2019

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. Communication.

Management 71

Management SaaS Chief Customer Officer Accountability 71

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.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Sales Best practices 52

Toister Performance Solutions

OCTOBER 26, 2017

Every person has a significant positive impact on wait times—a ripple effect far beyond the contacts they directly handle. Chief Customer Office, SalesLoft. First, they keep your connection with team members strong and are a terrific forum for investing in their continued personal and professional growth.

Schedule adherence 56

Schedule adherence Contact Center Customer Experience Chief Customer Officer 56

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.

Chief Customer Officer 90

Chief Customer Officer Accountability Feedback Journey mapping 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.

Customer Experience 106

Customer Experience Surveys Chief Customer Officer Journey mapping 106

Kayako

FEBRUARY 13, 2019

Are there aspects of your customer touchpoints which can be tech touch? Perhaps there are activities that need to be executed by a human and if so, can the activity be centralized with one person vs. all your CSMs performing the same action? Are you still onboarding every user/customer with a web-call?

Metrics 49

Metrics Customer Experience Chief Customer Officer SaaS 49

CustomerSuccessBox

JUNE 7, 2022

So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. Because you know, different customer segments are going to have different churn rates. And then the customer experience isn’t going to be great and then they’ll leave too.

Management 52

Management Surveys Metrics Chief Customer Officer 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. Q: What are your thoughts on a Customer Success Operations role to help team efficiencies, processes, adoption, and accountability? I believe the human element is critical.

Coaching 72

Coaching Management Chief Customer Officer Accountability 72

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. Communication.

Management 68

Management SaaS Chief Customer Officer Accountability 68

ClientSuccess

OCTOBER 10, 2018

Customer Success starts and ends with helping others realize value. 2) From : Vic Kasoff , Director of Customer Experience | Company : NarrativeDx | Location : Austin, Texas. It can be exhausting to try and have a “work personality” and a “home personality.” Don’t focus on making your customers happy.

Management 70

Management Best practices Chief Customer Officer Customer Experience 70

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 Metrics Upselling 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 Metrics Upselling 52

ClearAction

FEBRUARY 28, 2019

The way it’s designed is unique in setting up your profile so the content is curated personally to you,” said Milista. Find out how to connect and course-correct with those whose agendas or styles are different from yours. .” “We’re finding resources like the ClearAction Value Exchange to help with that.

Customer Experience 61

Customer Experience Marketing Best practices Chief Customer Officer 61

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. Bolster Benefits With Blogs, Resources, and Newsletters.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. LinkedIn: David Avrin – Customer Experience Keynote Speaker and Consultant – Visibility International, LLC.

Customer Service 98

Customer Service Customer Experience Consulting Consulting 98

CustomerSuccessBox

JUNE 8, 2022

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. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! That should the churn. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

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 Management Sales 48

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. Strong implementation and good customer service arm. With SaaS, there is no such thing as shelf-ware.

SaaS 48

SaaS Upselling Chief Customer Officer Sales 48

SmartKarrot

JUNE 10, 2020

In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. This is one of the most followed blogs on Customer Success. This blog will help you learn how to design the high-impact customer success programs and teams. 1 Keep THE CUSTOMER.

Chief Customer Officer 10

Chief Customer Officer Customer centricity Customer Experience Coaching 10

ChurnZero

MAY 1, 2020

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. Your argument isn’t about you and what you need and why you’re right.

Chief Customer Officer 53

Chief Customer Officer Customer retention Accountability Sales 53

ChurnZero

OCTOBER 25, 2019

Q: How do you start a conversation regarding a customer’s need to establish an internal success team for your product? 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.

SaaS 49

SaaS Chief Customer Officer Customer advocacy Technology 49

Branch Mesenger

MAY 29, 2018

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. It's really about personalizing.

Customer Service 67

Customer Service Personalization Chief Customer Officer Customer Experience 67

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. I love that answer. I love doing that and I’ll get to continue to do that as well. I mean, we know.

Customer Experience 52

Customer Experience Contact Center Customer Service Metrics 52

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. I love that answer. I love doing that and I’ll get to continue to do that as well. I mean, we know.

Customer Experience 52

Customer Experience Contact Center Customer Service Metrics 52

Lumoa

APRIL 24, 2018

Peter Lavers Customer Experience and CRM Expert. NPS is NOT the answer to everything like some would have us believe - especially in corporate / B2B key account management where long-term trust and relationship quality are key. For that reason I would score it a 6 which is, of course,100% worse than a score of 9 in NPS maths.

Customer Experience 135

Customer Experience Metrics Feedback Customer effort 135

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.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45