Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

Customer Guru

MARCH 7, 2018

It was here that I understood that the small things matter to customers the most. For example, making a long-stay guest feel at home by arranging for a cake on their birthday or organizing an evening party to get them acquainted with other guests, went a long way in improving the customer experience.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. Add data, examples, and illustrations. Be open to feedback.

Chief Customer Officer 10

Chief Customer Officer B2B Feedback 10

SmartKarrot

APRIL 6, 2021

Just 40 C-level customers will generate nearly 70 percent of the B2B business. Also, there are increasing opportunities C-level relationships can create including customer references, getting into various publications, and more. Is it revenue- if yes, work around customer retention and expansion revenue.

Chief Customer Officer 18

Chief Customer Officer Customer retention Upselling CRM 18

Amity

JANUARY 30, 2014

To accomplish this, companies will focus across three dimensions: designated client and support team relationships, the utilization of customer success based software to understand usage, adoption and an attribute of usage health, and the use of a Net Promoter Score (or similar) feedback loop. Standardizing Exceptional Experience.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? There is a plethora of information and insights out there (customer success is a very hot topic right now) to guide you in right direction. Customer success doesn’t just happen.

Journey mapping 48

Journey mapping Chief Customer Officer SaaS Metrics 48

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Is Customer Experience the Key to B2B Differentiation? Proactive or Reactive CX? CX Strategy and Skills “Then” vs. Now.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CustomerSuccessBox

JUNE 7, 2022

Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. We asked Anita to share her opinion on customer churn and retention. I’m not.

Management 52

Management Surveys Chief Customer Officer Metrics 52

SmartKarrot

MARCH 10, 2022

Today there is a need for digital adoption by CIOs in B2B SaaS companies. . The role has evolved to accommodate the unanimous increasing influence of customer experience. In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric.

Customer Experience 11

Customer Experience SaaS B2B Chief Customer Officer 11

SmartKarrot

AUGUST 16, 2022

Collect customer feedback. You can know customer feedback through conversations that give you a clear picture of the product trajectory. You can respond to negative feedback and have a clear plan to recover the customer’s faith. What do customers feel about the company in their surveys? QBR Template.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

Vistio

MAY 28, 2022

It was a B2B SaaS company serving the healthcare space. I took that customer SAT for that team from about 40% to 98% month over month. And this was another start B2B SaaS company in healthcare, that seems to be my wheelhouse these days, and I led implementation, support and customer success for that organization.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

SmartKarrot

MAY 11, 2022

For example, if you’re planning to grow your company by 10% next year, make sure that’s communicated both internally and externally. You might also like: Your First 90-Day Plan as a New VP of Customer Success – Here is your foolproof plan to ease into the new VP of Customer Success role in the first 90 days!

Finance 12

Finance B2B Metrics Chief Customer Officer 12