CSM Practice

DECEMBER 7, 2020

The firm selected board members with the goal of bringing distinctive customer success perspectives from a variety of market segments. Our client companies have seen the benefits of implementing CSM Practice’s proven and unique customer success methodologies.”.

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

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.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

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 97

Customer retention Chief Customer Officer Accountability SaaS 97

Tethr

AUGUST 31, 2018

In this 35 minute recorded session from the 2018 AI Growth Summit, Tethr’s Chief Product and Research Officer, Matt Dixon and Chief Customer Officer, Steve Trier discuss the challenges faced by today’s marketing professionals and how speech analytics solutions like Tethr can help by surfacing valuable insights from your recorded sales calls.

Chief Customer Officer 48

Chief Customer Officer Analytics Marketing Sales 48

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

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. Yaniv Masjedi is the Chief Marketing Officer of Nextiva.

Call Center 345

Call Center Contact Center Finance Consulting 345

Mindtouch

APRIL 17, 2017

Allison Ewell , Seismic Software, Director of Customer Success, @SeismicSoftware, LinkedIn. Allison Pickens , Gainsight, Chief Customer Officer, @PickensAllison, LinkedIn. Andrew Bergen , Seismic Software, VP of Customer Success, @SeismicSoftware, LinkedIn. David Cancel , Drift, CEO, @dcancel, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Market research & trends, best practices, tech.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Data & Analytics Are Important, But Don’t Forget Storytelling When Connecting With Customers. You can easily miss opportunities to deeply understand your customers’ behavior, when your insights really depend on those data points.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B 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.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

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

Natalie Petouhof

JUNE 4, 2015

Herman says that the guiding priorities of Teradata are: Key Principle #1: Analytic ecosystem: Teradata, DB, UDA, Real-time, Fabric Architecture. Key Principle#3: Cloud for Analytics. Key Principle #4: Enterprise Class Production Analytics, Hybrid Implementations (Pubic/ Private), Broader Market Penetration.

Big data 53

Big data Chief Customer Officer Analytics Consulting 53

Fonolo

JANUARY 14, 2020

Despite being relatively new to the industry, Helpscout has quickly become a reliable resource for customer experience professionals. As a help-desk software solution, they cover a variety of topics, including growth, marketing, culture, and product management, all themed around improving the customer experience. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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

CX Journey

FEBRUARY 5, 2015

However, I’d caution that in order to create sustainable value, your CX strategy must be intertwined into your entire business and not simply a function of marketing. For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

PeopleMetrics

MAY 24, 2018

and Chief Customer Officer 2.0. If you've been collecting customer feedback for a year or so, you'll get strategies for ramping it up. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

Mindtouch

JUNE 12, 2019

Who owns these customer journeys when they traverse channels and touchpoints externally, and internally they traverse the digital team, marketing team, and customer care? Typically, marketing owns the top of the funnel through to the sale, along with all things digital. Optimizing for search is essential.

Chief Customer Officer 78

Chief Customer Officer Customer Care Interactive Voice Response Customer centricity 78

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

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Magazine

DECEMBER 20, 2016

The not-that-simple one is that customer experience is in essence cross-functional, so assigning the mission to anyone biased to a particular corporate domain (marketing, sales, operations, etc.) They need not, for they all know and easily agree with it – at the end of the day, customers are their revenue-generating audience.

Customer Experience 40

Customer Experience Government Chief Customer Officer Journey mapping 40

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. Interview Date: July 18, 2020. But most and foremost after Covid-19, we see a great hit. That was critical.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

CSM Practice

OCTOBER 10, 2018

As the last example of many, I identified the weak point in the Resources available to the customer. An overhaul of the tools, templates, and processes enabled multiple global partners and tripled the sales force. Conquer your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

SmartKarrot

JANUARY 5, 2022

He’s also the Senior Director of Customer Success Enablement and Thought Leadership at Oracle. His passion for and devotion towards the CS space also has him chaired as an Advisory Board Member at CSM Practice and a Proof Advisor at Proof Analytics where he helps executives strategize and scale their CS operations. Jay Nathan.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. Chief customer officer.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

Amity

JULY 28, 2014

And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company. Increase cross-selling and up-selling (32%).

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

ClearAction

MARCH 22, 2024

Recognize every functional area for both external and internal customer experience improvements they make. Instill a lifetime value mindset regarding employees, internal customers, and external customers. Apply your expertise in employee and customer listening posts and analytics. Prevent data silos.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Kayako

DECEMBER 3, 2015

In this post you’ll learn just how to turn the things you want to do to get better at customer service into business initiatives that your management can buy into. You’ll recognize a lot of these steps from sales conversations you’ve been part of. For example: Ben wants to hire a new customer support advocate for his team.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team. Chief customer officer.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 10

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Principal Analyst – Qualtrics.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. Customer Success Analyst : This specialist is responsible for applying analytics to track, evaluate, and optimize CS performance. Leverage CS to Increase Sales.

Best practices 93

Best practices Chief Customer Officer Customer centricity Sales 93