SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Bhavika Kochhar.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Lumoa

JANUARY 19, 2023

Larger Organizations and Enterprises (CX teams of 10 to 20 people) Typically, a large organization’s customer experience department has a complex structure and is a significant part of the company. Here’s an example of how an enterprise customer experience department might be structured.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ChurnZero

JANUARY 15, 2021

More positions in the Customer Success organization will operate in the presale stages of the customer lifecycle. Customer Success will grow businesses. Customer Success leaders with product-focused teams will need to quickly transform their programs to focus on value. Brian Hoffman , Account Executive, ChurnZero.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. That is the biggest particularly for companies selling into high-value customers, enterprise type customers.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. The Hiring Process for a Director of Customer Success.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach. Sue Nabeth Moore. Chad Horenfeldt.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

ChurnZero

JANUARY 4, 2019

“The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

CSM Magazine

DECEMBER 20, 2016

The other challenge is fundamental, and it has to do with showing a quantifiable business impact of CX initiatives behind purely qualitative metrics of customer satisfaction or similar. Challenge 1: Who should govern customer experience management? Who should own customer experience? Who should be accountable for managing it?

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

ChurnZero

JANUARY 4, 2019

“The biggest trend I see emerging in Europe, which started at the end of 2018 is Customer Success Plans becoming a staple asset of Customer Success teams. The distinguishing factors of CSPs (rather than Account Plans) are: Owned by the customer and collaborated on with the CSM. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

AUGUST 23, 2019

We do have some very strategic and incredible Chief Customer Officers out there who might be paired along side with the Chief Revenue Officer. However, I still believe that the Chief Revenue Officer should own what is needed to drive that revenue. Customer Success Operations is execution.

Accountability 40

Accountability Sales CRM Chief Customer Officer 40

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. Large enterprises have a well-laid structure of the whole department with a proper reporting mechanism. The Director of Customer Success comes somewhere in the middle of the corporate ladder. The Hiring Process for a Director of Customer Success.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

ChurnZero

OCTOBER 25, 2019

Or I’ve had customers where they had a team of 15 full-time and create an entire new department about it because it was an organization-wide Enterprise issue. Who in your organization is accountable for that? So, if no one is accountable for that, how likely is it to happen? Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

Totango

OCTOBER 25, 2022

Customer success teams consist of three main functional tiers: Executives who set CS department goals and policies and coordinate with other parts of your company. Team Leaders who report to executives and supervise customer-facing team members. What Roles Are on a Customer Success Team?

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Dione has more than 25 years of experience in enterprise IT, ranging from start-ups to high growth public companies. Gemma Cipriani-Espineira – Chief Customer Officer, Chili Piper. Kellie Capote – Chief Customer Officer, Gainsight.

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Chief Customer Officer Customer centricity Technical Support Contact Center 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. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JUNE 22, 2020

Role: Customer Success Manager Location: Bay Area, CA or Remote, US. Organization: Gremlin Gremlin is seeking a CSM who can support their Enterprise customers. Monitor customer health and track product adoption through features used. This role reports to the Chief Customer Officer.

Chief Customer Officer 10

Chief Customer Officer Upselling Enterprise Best practices 10

SmartKarrot

JUNE 5, 2020

With an evolving need of mutually beneficial relationships with their customers, companies are investing more on building a customer success team. These teams are dedicated towards customers achieving their goals. They help customers realize the value of the product which in turn results in achieving customer retention.

Chief Customer Officer 10

Chief Customer Officer Technical Support Upselling SaaS 10