Amity

JANUARY 30, 2014

It is abundantly clear that the future is very bright for customer success! As we move into 2014, companies will be more focused than ever on the customer centric organization. This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

SmartKarrot

FEBRUARY 2, 2021

You start from being an Individual contributor by managing a group of customers to higher leadership positions. In the beginning a CSM must be managing 30 to 50 accounts. Customer Success Leader. Customer Success Leader is the most common next role in a career path for a customer success manager.

Chief Customer Officer 8

Chief Customer Officer Upselling Marketing Enterprise 8

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

JANUARY 20, 2020

6) Reset CXM Roles as Facilitators of CX Accountability. A decision out-of-sync with intentional CX by one or a few employees can rapidly and severely erode customer trust, word-of-mouth, goodwill, and stock value. Advantages: Draws a line in the sand for internal momentum and accountability.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. 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. How should they be held to account?

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To understand why, here’s a little thought exercise. 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. How should they be held to account?

SaaS 52

SaaS B2B Upselling 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. Customer Hub linkedin twitter Why? blog linkedin twitter Why? The key is in *how* you use it.

Consulting 135

Consulting Consulting Metrics Feedback 135