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. Follow them online to get the latest insights on industry trends.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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. You don’t see Customer Success making a million dollars a year, but some salespeople do,” says Mehta. “So,

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Check out Customer SuccessCon for yourself. A re you assessing health?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Lumoa

JANUARY 19, 2023

Project management, to ensure that projects are well organized, completed on time and meet key metrics. A CXO must develop a long-term vision for customer experience and ensure that it aligns with the organization’s overall goals and strategy. In some cases, the two roles might be combined though.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. So, how can brands deliver the customer experience that consumers require?

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. That’s why having a readymade plan for when your customer inevitably falls of track helps to hold them accountable and keep them consistent.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

ChurnZero

JANUARY 15, 2021

Customer Success leaders with product-focused teams will need to quickly transform their programs to focus on value. The tech-stack lines will blur between Implementation and Customer Success teams. Brian Hoffman , Account Executive, ChurnZero. A growing reliance on Customer Success metrics.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ClearAction

JUNE 8, 2015

While formal CX management is a relatively new endeavor for many companies, the experience of customers has in fact been managed by various people all along. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Wrong metrics or being pushed to the wrong targets — @OptimiseOrDie.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics SaaS Surveys Self service 98

SmartKarrot

DECEMBER 20, 2021

Yet, customer success is limited to growth-stage and mature SaaS companies, and only 9% of organizations have a Chief Success Officer and Chief Customer Officer roles. Recent market trends indicate that the answer is a definitive YES. adding new customers). Are startups, then, losing out?

Banking 19

Banking Chief Customer Officer Metrics B2B 19

ClientSuccess

FEBRUARY 26, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role?

Chief Customer Officer 52

Chief Customer Officer Best practices Enterprise B2B 52

ClearAction

FEBRUARY 28, 2019

.” Forces shaping new requirements for what’s known as “workforce of the future” include 24/7 business interactions, business digitalization, transparency to customers, global competition with reduced barriers to entry, and the pace of change in customer expectations, technology, economic and social trends.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. Have you ever come across a company that achieved its objective without taking into accounts the needs of the customers?

Chief Customer Officer 10

Chief Customer Officer Finance SaaS Customer centricity 10

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

JULY 9, 2020

Demonstrated ROI – does the customer have proven results? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. Customer Tenure – have they been a customer for at least nine months to a year?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. This honest and transparent approach to managing customers has helped me prove in my newer role that I am passionate about our customers.

Best practices 56

Best practices Chief Customer Officer Customer advocacy SaaS 56

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics SaaS Surveys Self service 52

Amity

JUNE 21, 2017

Current methods are focused on calculating a Customer Health Score (CHS) , which is a measure of the relationship between the vendor and the customer. We suggested that this metric is insufficient and a new analysis, CMI, is needed to augment it for it to be useful. And still something was missing.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

SmartKarrot

DECEMBER 24, 2020

Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations. Accountable for driving healthy Customer Adoption, Customer Value and supporting strong customer retention metrics.

Chief Customer Officer 10

Chief Customer Officer Customer retention Accountability Coaching 10

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Focus on making them successful.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. CSMs need to know the latest trends and hacks in customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Externally – understand what success looks like from the perspective of the customer. What are their metrics? Ask about their goals.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

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. . . So, when we’re talking about KPIs and metrics everything has to line up to that.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

C Space

AUGUST 5, 2019

What accounts for that success? Do companies need a Chief Customer Officer or someone like that to become an advocate for the customer, or is this the CFO’s job? Because everyone has their own data — marketing, finance, HR — but the customer doesn’t show up anywhere in the data at the moment.

Marketing 61

Marketing Customer centricity Big data Finance 61

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How customers are segmented can help with the division of labor and the CS team structure.

Chief Customer Officer 126

Chief Customer Officer Coaching Accountability Surveys 126

SmartKarrot

JUNE 10, 2020

This is another blog which is good for gaining industry insights and staying updated with the latest news and trends. #5 This blog will help you learn how to design the high-impact customer success programs and teams. It will also help you figure out how to quickly renew and expand your customer’s accounts. Newsletters.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

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 95

Best practices Chief Customer Officer Customer centricity Sales 95

GetFeedback

JANUARY 19, 2020

Surveys can certainly help, but don’t forget to use verbatim comments, argues Lynn Hunsaker, chief customer officer at ClearAction Continuum: You already have a treasure trove of insights on-hand; make use of them for outside-in perspective. Best Metric: CSAT. Best Metric: CSAT. Best Metric: CES or CSAT.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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. Our favorite content from Bill : Two Questions Every Customer Service Manager Should Be Asking Everyday. Bob Thompson.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

FEBRUARY 23, 2021

During the webinar, we cover: Who uses customer health scoring. The true impact of customer health scores. Current customer health score trends. Speaker : Irit Eizips , Chief Customer Officer & CEO, CSM Practice. Q: What’s the maximum number of customer health score factors you recommend?

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

Kapta Customer Success

SEPTEMBER 19, 2016

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. Regularly indulging in rich, high-quality blog content keeps you sharp and current on the latest trends that are transforming the way businesses handle Customer Success. CX Journey.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand.

SaaS 52

SaaS B2B Upselling Metrics 52

Vistio

JANUARY 13, 2022

We then are showing our agents we trust them, we believe in them, we’re giving them that confidence, and like you said, that confidence shows on the call and your customer is feeling secure and well-handled and in good hands. You have a unique view on contact center metrics. What did that do for our customers?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52