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

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.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

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

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. But in practice, it’s not always pragmatic. “At Tip #1: Don’t worry if it doesn’t scale.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

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 . Customer Success Resource.

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Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

APRIL 27, 2020

A collection of some of the best newsletters to stay updated on the latest in the customer success space. Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. 2 Keep THE CUSTOMER. 5 Chief Customer Officer Council. 6 Enlightened Customers. by Jim Jones.

Chief Customer Officer 12

Chief Customer Officer Customer centricity Coaching Metrics 12

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

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Today we are talking about your business and how to achieve success with your existing customers.

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Surveys Personalization Chief Customer Officer Customer centricity 98

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. The key is being consultative and guide customers to their outcomes. I love that; as our clients are successful, we’re successful.

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. . . Customer Success Around the Web. Danielle Middlebrook, Sr.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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Chief Customer Officer Healthcare Customer centricity Customer retention 98

Netomi

JANUARY 5, 2022

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

JUNE 10, 2020

This is one of the most followed blogs on Customer Success. He is a leading CS consultant, keynote speaker and an author. Follow him to enhance your knowledge especially on Customer Success, Customer Experience and Customer-centric business. #2 4 Chief Customer Officer Council. By Kia Puhm.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

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

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Identify early usage patterns among your most successful customers; identify features that bring early success. Identify early usage patterns of customers who have churned.

Metrics 98

Metrics SaaS Surveys Self service 98

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Touchpoint survey best practices. Click here to enlarge map) .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ChurnZero

JUNE 3, 2022

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. If by month four, they haven’t had the traction, you find a playbook for [a customer] who’s having adoption problems. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

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. If by month four, they haven’t had the traction, you find a playbook for [a customer] who’s having adoption problems. You run the play.]

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 17, 2022

She collaborates with CS leadership to create internal learning paths that align with ChurnZero’s CS philosophy, processes, and best practices. Identify early usage patterns among your most successful customers; identify features that bring early success. Identify early usage patterns of customers who have churned.

Metrics 52

Metrics SaaS Surveys Self service 52

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: The Customer Success Association has created The Customer Success Directory.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10