Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. About Abby Hammer.

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Chief Customer Officer SaaS Customer retention Metrics 78

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 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. 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 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

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 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . A re you assessing health?

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Chief Customer Officer SaaS Metrics Education 75

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. Bigger budgets for Customer Success. Customer Success Around the Web.

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. Customer experience is not a trend. Such a loose confederation would never fly in sports! Too often the instructions is "Sell. Offer good service." No halfway.

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Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. 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. .

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Chief Customer Officer SaaS B2B Best practices 64

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

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?

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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

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. Are startups, then, losing out?

Banking 19

Banking Chief Customer Officer Metrics B2B 19

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. They also monitor customer behavior and trends in order to inform product decisions and track changes in customer sentiment over time.

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Customer Experience Metrics Feedback Analytics 94

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.

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Marketing Customer Experience Best practices Chief Customer Officer 61

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Colin Shaw. ColinShaw_CX.

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Customer Service Chief Customer Officer Customer centricity Scripts 0

SmartKarrot

APRIL 6, 2021

Is it revenue- if yes, work around customer retention and expansion revenue. Have case studies that include the benefits of customer success. How they achieved account growth? Positioning the customer success software for each C-level executive is important. Top concerns for Chief Customer Officer.

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Chief Customer Officer Customer retention Upselling CRM 18

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

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SaaS Chief Customer Officer Best practices B2B 72

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.

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Best practices Chief Customer Officer Customer advocacy SaaS 56

ChurnZero

JULY 9, 2020

Customer Tenure – have they been a customer for at least nine months to a year? Product Usage – is the account above 80% license utilization with high usage across all features? CSM Sentiment – does the customer have at least a 4 out of 5 sentiment score in ChurnZero? Fulfill Your Customers If You Want to Retain Them.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. .

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Chief Customer Officer Sales Customer centricity SaaS 80

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

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. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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Upselling Surveys Chief Customer Officer Consulting 85

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.

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Management Chief Customer Officer Best practices Consulting 70

SmartKarrot

DECEMBER 24, 2020

Director of Customer Success, you will lead a team of high performing, geographically dispersed CSMs. Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations.

Chief Customer Officer 10

Chief Customer Officer Customer retention Accountability Coaching 10

SmartKarrot

FEBRUARY 9, 2022

CSMs need to know the latest trends and hacks in customer success. With that, they can bring out a change in net retention rates or NRR, expansions, cross-sells, upsells, health scores , customer satisfaction scores , NPS, and so much more. You need to show proof of how and what your customer success team achieved.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

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.

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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.

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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.

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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.

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Chief Customer Officer Coaching Customer centricity SaaS 10

Amity

JUNE 21, 2017

For example: it makes no sense to combine Health Scores of customers during early on-boarding stages with those of customers who have been working with the solution for the past three years. How else can you coach your team and assign accountability to them?

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Chief Customer Officer Coaching Education Consulting 63

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. We’ve also made it a priority to be more diligent in recording customer pulses. I love that; as our clients are successful, we’re successful.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

Netomi

FEBRUARY 28, 2022

As Strategic Advisor for Global Contact Centers at Radisson Hotel Group, her primary objective is to develop and optimize Radisson Hotel Group Contact Centers to be in line with the company’s strategy, as well as changing market trends and customer expectations. One CX trend that will dominate/take the stage in 2022: .

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Chief Customer Officer Customer centricity Technical Support Contact Center 64