ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

Sales 59

Sales Chief Customer Officer Upselling Accountability 59

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Your Business Development managers may not have considered the bigger picture of success: brand integrity.

Chief Customer Officer 62

Chief Customer Officer Revenue potential Customer retention Engineering 62

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. Customer Support Channels to Develop in 2021.

Chief Customer Officer 273

Chief Customer Officer Call Center Consulting Consulting 273

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. CX Journey. CCO Council. His focus is on vital metrics for growth.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

ClearAction

MAY 25, 2023

Use customer comments as the basis for performance standards for every work group, for reviews and approvals of people and processes and organizations, and for EVERY cost containment effort: do things in alignment with what customers want and do not want: they are paying for your salaries, budgets, and profit sharing.

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118

SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. More expense to retain customers: loyalty incentives, customer success, etc.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should Chief Customer Officer oversee marketing chores?

Chief Customer Officer 10

Chief Customer Officer Marketing Customer centricity Customer retention 10

Netomi

FEBRUARY 28, 2022

The voice of the customer, customer experience strategy (beyond customer support), business analysis, as well as human-centered design are all among Anastasia’s areas of expertise. An operations and business innovation expert, she has more than 10 years of project management experience across industries and geographies. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. She is the Chief Customer Officer at Gainsight and is responsible for leading the post-sales organization.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

Kayako

OCTOBER 23, 2017

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. Close the loop with the customer. Assign accountability for a customer feedback loop.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr.

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Beyond Philosophy

MAY 31, 2016

Employees are at least as important as other aspects of customer management in optimizing benefits for customers. They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go.

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Customer advocacy Chief Customer Officer Employee engagement Consulting 279

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

ClearAction

JANUARY 14, 2015

State of Business-to-Business Customer Experience Management. How relevant are the trendiest customer experience management (CXM) practices in business-to-business (B2B) companies? High-Touch in B2B Customer Experience. Trendy Customer Experience Management. Seeing the Full Picture.

Customer Experience 97

Customer Experience B2B Management B2C 97

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. Bob Hayes , Appuri,Chief Research Officer, @bobehayes, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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.

Management 52

Management Upselling Accountability Metrics 52

ClearAction

DECEMBER 5, 2023

For example, in fitness, instead of miracle pills or constant weighing or Spanx®, it’s best to focus on calories eaten, calories burned, and mindset/stress management. As changes happen, communicate proactively to manage expectations. You rely on customers’ funding for your salaries, budgets, and profit-sharing.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

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. Types of questions to ask.

Management 71

Management Chief Customer Officer SaaS Accountability 71

ChurnZero

JANUARY 26, 2022

From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why. What does the data show about common reasons customers churn?

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

ClientSuccess

NOVEMBER 20, 2020

The top customer success conferences are also great places for CSMs and team managers to workshop with others in the industry and start mapping out strategies for the year ahead. Here are a few must-attend customer success conferences scheduled to take place in 2021: 1. Chief Customer Officers Conference – [link].

Chief Customer Officer 52

Chief Customer Officer Education Accountability Management 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. By Patricia Ballantyne. The rep anticipated my needs.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

CustomerSuccessBox

JUNE 7, 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! A: Everybody.

Management 52

Management Surveys Chief Customer Officer Metrics 52

Netomi

JUNE 18, 2023

Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions.

Customer centricity 52

Customer centricity Chief Customer Officer CRM Analytics 52

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

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. Pre-sales / Post Sales).

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

Eptica

NOVEMBER 8, 2017

This can cover everything from analyzing customer satisfaction levels for different parts of the journey , gathering employee feedback to learn where improvements are needed, complaints monitoring to identify pain-points, competitor tracking and gathering business intelligence about market innovation and trends. Share this page on: Tweet.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. How to use the Customer Support State of Profession 2016: Customer Support Managers have such varied salaries: Average customer service manager salaries range from $30,000 to $105,000.

Customer Support 49

Customer Support Chief Customer Officer Management Benchmark 49

Kayako

JUNE 9, 2016

If that’s $45,000 a year, then that’s only a bump to $47,500 – and translates into even less after taking taxes into account. How to use the Customer Support State of Profession 2016: Customer Support Managers have such varied salaries: Average customer service manager salaries range from $30,000 to $105,000.

Customer Support 48

Customer Support Chief Customer Officer Management Benchmark 48

ChurnZero

FEBRUARY 17, 2022

CSMs have had to improvise and manage without purpose-built tools for well over a decade. When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” The Customer Success leader perspective: how to encourage the adoption of Customer Success software.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

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. Types of questions to ask.

Management 68

Management Chief Customer Officer SaaS Accountability 68

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98