Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

Chief Customer Officer 50

Chief Customer Officer Customer centricity Best practices Enterprise 50

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Sign up for an upcoming ChurnZero webinar or pick one to watch on demand.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

Totango

NOVEMBER 12, 2018

The event brought together executives from leading enterprises in the Bay Area including SAP, Symantec, Oracle, FireEye, Juniper Networks, PayPal, and Akamai Technologies, enabling them to convene over mutual goals, learn from like-minded individuals and network with other senior CS leaders.

Enterprise 48

Enterprise Chief Customer Officer Customer centricity Accountability 48

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Top Pick: Creating a winning customer-centric marketing strategy. Customer Think. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Maru Group

FEBRUARY 19, 2020

Focus on Customer Centricity and Becoming Agile. Building off the SECC Member Meeting this past October, utility services need to focus on being customer-centric and agile. They want access to more energy-saving technology and renewable sources. Segment customers and map their journey.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

ChurnZero

MAY 12, 2020

Host: Jeff Breunsback and Jay Nathan from Customer Imperative. Description: In the only podcast dedicated to customer-centric growth leaders in the B2B SaaS and tech space, we share conversations with industry executives who are actively growing and scaling their businesses with a customer-first approach.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

Amity

APRIL 25, 2016

VP of Customer Success and Business Operations - Gainsight. Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. The Enlightened Customer. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ChurnZero

NOVEMBER 27, 2019

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

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 job titles for the same functions also may vary from one company’s customer success department structure to another. . Build Customer Loyalty.

Best practices 95

Best practices Chief Customer Officer Customer centricity Sales 95

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. He is also a consultant, coach, and trainer for technology professionals across 30 countries.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Taylor Reach Group

APRIL 25, 2018

And learn more about exciting new technology that’s revolutionizing customer experience. Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. Loyalty Expo is a true Voice of the Customer-driven, best practice-focused customer loyalty and reward conference.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

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

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ChurnZero

DECEMBER 20, 2019

As a result, companies are investing more time and money in training their C S teams to have more customer-centric conversations. . Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

SmartKarrot

JANUARY 5, 2022

So, without further ado, here’s SmartKarrot’s Top 50 Customer Success Influencers for 2022 (presented in no particular order). Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Lincoln Murphy. Peter Armaly. Jay Nathan. Dave Jackson.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Create a strong, unified customer experience. Certainly not!

Chief Customer Officer 10

Chief Customer Officer SaaS B2B Multichannel 10

Totango

MARCH 26, 2019

the leader in customer success for the enterprise , today announced the Totango Customer Advisory Board (CAB) that serves to provide strategic advice as the company develops technology and services to enable enterprises to achieve their customer-focused goals. Aron Lanclos, Director of WW Customer Support, Commvault.

Chief Customer Officer 14

Chief Customer Officer Enterprise Customer centricity Best practices 14

SmartKarrot

MARCH 8, 2022

A highly celebrated, award-winning, successful Customer Success Strategist, Anita Toth describes herself as a churn-crusher whose primary focus is to decrease the attrition rate of businesses. Anita leads a team that dives into the customer insights of B2B SaaS clients and extracts actionable information from it. Annette Franz.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric? The importance of security and GDPR to the digital customer experience.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Horizon CX

DECEMBER 31, 2018

Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry. Part of this comes from the fact that the discipline is still new to many organizations (and individuals) and is still being discovered by some to differentiate and advance the business.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

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. So there were a slew of requests from customers and everybody was very reactive to the situation.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

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. . . So, let me just start on the technology side a bit. 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.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? Join us as we share experiences from the trenches on aligning business priorities, technology and priorities. She is process and culture-driven, building high performing teams.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

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. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Crypto is not just a technology, it’s a movement. We believe that crypto can play an important role in the development of Latin America as interest in blockchain and innovative technologies proliferates throughout the region.” . Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

CustomerSuccessBox

MARCH 3, 2022

Top Customer Success Books for Customer Success Managers to read in 2022. Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. The second: 10 laws of “Customer Success” The third deals with CCO – Chief customer officer, Technology and The Future.

Management 52

Management Chief Customer Officer SaaS Sales 52

CSM Practice

NOVEMBER 16, 2020

Little did they know that customer journey mapping gives you the framework to be more customer-centric, most especially for companies that embrace such methodology. Irit Eizips, Chief Customer Officer and CEO of CSM Practice, was recently invited by Planhat to talk about Customer Journey Mapping for B2B Organizations.

Journey mapping 52

Journey mapping B2B Chief Customer Officer Customer retention 52

ChurnZero

JUNE 3, 2022

Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. Paul: What’s the best quality a leader can have? If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You Mon: Right, and technology helps.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. Paul: What’s the best quality a leader can have? If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. You Mon: Right, and technology helps.

SaaS 52

SaaS B2B Upselling Metrics 52

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. 15) Make it Easy for Customers to Give Feedback. We have the technology to do this.

Customer Experience 120

Customer Experience Surveys Metrics Feedback 120

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. 15) Make it Easy for Customers to Give Feedback. We have the technology to do this.

Surveys 90

Surveys Metrics Feedback Chief Customer Officer 90