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

ClearAction

FEBRUARY 28, 2019

. “FIS One is not just about products and domain knowledge, but equally important is how to treat the customer and how to anticipate their needs.” ” “I’d recommend the Customer Experience Professionals Association ( CXPA ) as a good resource to adopt best practices,” Milista advised.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. Here, she talks about the best practices to get effective c ustomer onboarding. Should onboarding be different for different customers? What are the best practices & suggestions that you’d have for the same?

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. The Customer Success leader perspective: how to encourage the adoption of Customer Success software. Leadership roles – including your directors, vice presidents, chief customer officers – have a huge influence on the effectiveness of your software adoption initiatives.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

AUGUST 11, 2020

Customer Success teams are in a unique position to listen to their customers’ challenges. While you might be tempted to renew their subscription or sell them a new product, the best course of action is to empathize with their current situation and listen to what they truly need. Customer Success Around the Web.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

DECEMBER 27, 2019

There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. Learn these B2B customer survey best practices to generate meaningful customer insights that don’t feel random and haphazard. .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

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. Stay organized.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ChurnZero

MAY 29, 2020

NRR provides the truest assessment of success with our customers. You want to retain your customers, of course. To learn tips on when to survey customers, follow-up survey actions, and NPS best practices, check out our NPS Cheat Sheet. . More Essential Customer Success Metrics.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. The Customer Success leader perspective: how to encourage the adoption of Customer Success software Implementing change requires the balancing of bottom-up and top-down approaches. That’s why despite our knowing better, we don’t always do better.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ChurnZero

DECEMBER 2, 2021

“I’ll talk to Customer Success leaders and they’ll say things like ‘I’ve got a new CEO and I need to find out what they think about Customer Success.’ Jay Nathan , Chief Customer Officer, Higher Logic. Customer Success Around the Web. I think that’s the wrong approach. Software vendors want in.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. His book “Practical Customer Success Management: A best practice framework for rapid generation of customer success” is a highly valuable resource for CS practitioners at all levels.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

Horizon CX

DECEMBER 31, 2018

What’s mostly standing in the way as I see it is the current economic outlook that is causing organizations to stay the course and avoid any potential risk. Critical advancements that the CX profession will need to make in 2019: This is probably THE most critical area for the CX profession going forward in 2019 and beyond.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

SmartKarrot

JUNE 10, 2020

In this blog post, we are going to share with you the following resources on CS: Blogs Newsletters Podcasts Books Courses and Certifications. This is one of the most followed blogs on Customer Success. 4 Chief Customer Officer Council. 5 Enlightened Customers. 3 Chief Customer Officer 2.0:

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

Amity

NOVEMBER 25, 2014

Over three or four years of working in the cloud – in the “early days” – I recognized a need for a role that wasn’t sales (selling) or support (technical issues) but focused on best practices in using your product to help their business (and yours). Amity: That is one innovative way to skin that cat! I always had a quota under me.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

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. Some of us deal with grocery stores and video conferencing companies and have big-box retailers as customers.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies.

Management 52

Management Upselling Accountability Metrics 52

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Management 98

Management Chief Customer Officer Upselling SaaS 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. In 2014, Ian officially became a Certified Customer Experience Professional. Leslie O’Flahavan.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. The customer’s perception of success is everything. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters.

Metrics 98

Metrics SaaS Surveys Self service 98

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

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. The customer’s perception of success is everything. An onboarding can look successful on paper, but if the customer doesn’t feel it was successful, then none of that matters.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

JUNE 3, 2022

If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. I first heard this term—I even remember where I was—I was in a cafe in Cupertino, that’s about 10 years ago, with the CEO of Ansys, and I remember thinking at the time when he was talking about customers.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. I first heard this term—I even remember where I was—I was in a cafe in Cupertino, that’s about 10 years ago, with the CEO of Ansys, and I remember thinking at the time when he was talking about customers.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. How do we contact existing accounts who have never had a Customer Success Manager and have been using the tool for six months? Customer Success Resource.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90

ChurnZero

FEBRUARY 23, 2021

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? If you missed the webinar, you can watch it on-demand. Q&A Recap.

Metrics 80

Metrics Benchmark Chief Customer Officer Accountability 80

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: Courses & Certifications / Training. A definite yes to this!

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10