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

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

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Reducing churn is at the forefront of all marketers’ minds. Benefits of Using the ChurnZero Integration with HubSpot to Fight Customer Churn + Create a Better Customer Experience. Complete 360° Customer Visibility.

Customer retention 97

Customer retention Chief Customer Officer Accountability SaaS 97

TechSee

AUGUST 14, 2023

Follow on LinkedIn Jeanne Bliss , Founder & CEO at Customer Bliss Jeanne Bliss is the Founder and President of CustomerBliss and Co-Founder of The Customer Experience Professionals Association. Jeanne has 35 years of experience helping companies elevate their position with customers and the marketplace.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

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

Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Emilie Chell – Head of Marketing, Growth and Experience, Circles.Life. Erin Wallace – VP, Integrated Marketing, thredUP.

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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. Sue Duris is a customer experience and marketing leader with over 20 years of experience in the B2B sector.

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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

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

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

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

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SaaS Marketing Upselling Chief Customer Officer 64

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Extra marketing required to overcome negative word of mouth. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

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

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. Kissmetrics. Tomasz Tunguz.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

Beyond Philosophy

MAY 31, 2016

Gwinner of Kansas State University—have found that employee behavior and advocacy—regardless of the employee’s level of satisfaction—have a direct and profound relationship to the behavior of customers, and also to corporate sales and profitability. The figure below illustrates their findings.

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Customer advocacy Chief Customer Officer Employee engagement Consulting 279

ChurnZero

JANUARY 26, 2022

Reducing churn is at the forefront of all marketers’ minds. 82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer retention 52

Customer retention Chief Customer Officer Accountability SaaS 52

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. Bill Lapcevic , Sentry, Chief Operating Officer, @billlap, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. Align customers’ end-to-end journey and your value proposition.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Totango

JUNE 10, 2022

In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Most organizations are active on LinkedIn beyond marketing activities to promote hiring, share tidbits of company culture externally and to collaborate. And if so, do you have any tips on what to post? JD : Absolutely!

Chief Customer Officer 101

Chief Customer Officer Accountability Best practices Feedback 101

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

Netomi

JUNE 18, 2023

What is Customer Centric Selling? In a nutshell, customer centric selling is a selling strategy that values building meaningful relationships with your customers as opposed to pushy sales tactics. In fact, 22% of Fortune 100 companies and 10% of Fortune 500 companies now have chief customer officers 9.

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Customer centricity Chief Customer Officer CRM Analytics 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. Increasingly, brands understand the importance of the customer.

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Customer Experience Journey mapping Customer retention Call Center 123

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.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

ChurnZero

OCTOBER 30, 2020

“We’ve taken snapshots from data across our customer base showing that customers who get the human-led onboarding typically are healthier customers than the ones that come in after the fact,” says Olson. Customer Success Compensation Catches Up to Sales. So much more happens after that initial sale.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

FEBRUARY 17, 2022

When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?” But CRM functionality only accounts for a tiny sliver of what Customer Success software was built to do in regards to automation, adoption tracking, and journey lifecycle management.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

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

Mindtouch

APRIL 23, 2018

And the future of enterprise depends on actionable insights to deliver proactive support throughout the entire customer journey. These give us the why , how , what , and where your customers are looking to be served. Aligning departments around your distinct customer verticals creates a holistic approach to optimizing their success.

Chief Customer Officer 48

Chief Customer Officer Customer advocacy CRM Enterprise 48

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. It’s a process of embedding new habits in the enterprise DNA.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

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

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. All of the information obtained should be shared with all functions to help in the prioritization of delivering customer value.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

ProProfs Blog

JUNE 30, 2020

He delves into the powerful idea of The Golden Circle based on which organizations can further lead, inspire and grow in a competitive market. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Amity

APRIL 25, 2016

Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. Director of Marketing - ServiceRocket. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. GVP Customer Success - Oracle Marketing Cloud.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Chief Customer Officer Finance SaaS Benchmark 87

Squelch

JUNE 4, 2019

As we continue our series exploring Influential Women in CX , we had the pleasure of sitting down with Mary Poppen, Chief Customer Officer at Glint and 2018 Top Customer Success Influencer. There’s a whole debate on whether that should be part of sales or success. We’re not a niche provider.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. 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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98