Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. For us, we identified the biggest problem (CSMs had too many accounts to be proactive) and worked to create structure and processes around how many accounts CSMs had, what qualified a customer to have a CSM, and what the process was in assigning CSMs.

Chief Customer Officer 102

Chief Customer Officer Accountability Best practices Feedback 102

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. We also have one resource dedicated to those customers in our mid-market that have given cancellation notice or are at high-risk.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

ChurnZero

MAY 5, 2020

Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain. The negotiations and deals you make now may have an inadvertent impact on your long-term account health.

Customer retention 72

Customer retention Chief Customer Officer Construction Morale 72

ChurnZero

NOVEMBER 27, 2019

Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . Barriers Must be Broken to Effectively Monetize Customer Success .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Mary Poppen , Glint, Chief Customer Officer, @Mary__Poppen, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. ChurnZero is proud to be a Gold sponsor of the event. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Bring them closer to client experiences.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

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 Journey mapping Customer advocacy 90

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. PS: In our second addition of CSM Confidential, we tackle how to deal with a difficult Account Executive, get budget buy-in, and respond to execs who don’t think CS is essential. .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Mindtouch

APRIL 23, 2018

Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success. Optimizing your customers’ success drives not only adoption, but advocacy. Customer advocacy creates expansion within existing accounts while accelerating your net new sales pipeline.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

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. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Practice

OCTOBER 10, 2018

Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. Segmentation: You shift your review of your customers from internal to external and segment them around common goals.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference).

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. We’re not Account Managers (a vitally important role in Enterprise B2B business) where the allegiance aligns with growing the account.

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . Increase focus on ‘meh’ accounts. .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. We will be hosting this one-day event in Washington DC on October 8, 2020. Many of you may have already joined us at our RYG events that we have hosted in cities across North America.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

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. So that when it comes time for renewal, the renewal is again, not my quote, but a non-event. Absolutely.

Management 52

Management Surveys Chief Customer Officer Metrics 52

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. Irit Eizips. Andrew Michael.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

JUNE 21, 2017

How else can you coach your team and assign accountability to them? Consequently, assessing Health Scores of customers without considering Customer Maturity is likely to lead to lack of clarity in understanding true health, and prevent the vendor from setting up the right actions to foster the customer’s success.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

Lumoa

JANUARY 19, 2023

A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. This is a huge help, not only when trying to take ownership of customer experience metrics such as NPS or CSat, but also when attempting to have customer experience impact business metrics.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

ChurnZero

NOVEMBER 15, 2019

Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Director of Customer Success, Sendoso. . . No worries if you missed the webinar, you can view it on-demand here.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

APRIL 8, 2022

This is where the COO or the chief operating officer comes in. Though the role is not a new one like the Chief Customer Officer , there have been massive changes and extensive transformation over the years. Accountability and Reporting. need to be set by the COO.

Chief Customer Officer 10

Chief Customer Officer Benchmark Banking Employee engagement 10

SmartKarrot

AUGUST 16, 2022

Business consultants Human resource Consultants Lawyers Accountants. QBRs ensure that companies deliver customer outcomes in a timely manner by encouraging meetings and conversations. In a QBR meeting, customers can voice their concerns, measure their success, and scale to meet the goals they choose. Why are QBRs important?

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

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

SmartKarrot

MAY 26, 2022

In some cases, there is no accountability for data usage. Educational Programs: Programs and events about group problem solving, design thinking, hackathons, and such exercises can help improve the educational level in the organization. Encouraging these events improves education on data aspects a lot. Hire the right people.

Education 10

Education Analytics SaaS Surveys 10

Eptica

NOVEMBER 8, 2017

There are multiple aspects to this, from making a customer focus part of your company vision and objectives, prioritizing it in recruitment and training plans, implementing technology and processes to support it, and even linking customer centricity to company bonuses. I am going to focus on four of them here.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ChurnZero

FEBRUARY 23, 2021

Think customer health scores are only good for calculating renewal likelihood? When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants?

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

ChurnZero

JUNE 3, 2022

You can always rely on me to do that for family events, for work, for college events. 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.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

You can always rely on me to do that for family events, for work, for college events. 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.

SaaS 52

SaaS B2B Upselling Metrics 52

ClientSuccess

MAY 15, 2019

We also maximize our use of marketing, focusing on ways to stay connected directly to key influencers, whether it’s through our account-based marketing nurture program where we focus on staying top-of-mind with these thought leaders and these organizations through various campaigns – content, ads etc. Question 5.

Chief Customer Officer 45

Chief Customer Officer Engineering Best practices Metrics 45

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. This way they can even be held accountable. Read the full transcript to learn more.

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69