ChurnZero

DECEMBER 20, 2021

Current customer health score trends to know about. Speaker: Irit Eizips, Chief Customer Officer & CEO, CSM Practice. Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. What’s Next.

Chief Customer Officer 98

Chief Customer Officer SaaS Benchmark B2B 98

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Customer service is not a department. I hold nothing back.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

ChurnZero

DECEMBER 20, 2021

Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. And as always you can check out the rest of our on-demand webinar content in our Customer Success Resource Library on our website. Customer: What’s the Difference& Why Does it Matter?

Chief Customer Officer 52

Chief Customer Officer SaaS Benchmark B2B 52

Vcaretec

JUNE 6, 2022

We recently had the pleasure of sitting down with some of the brightest minds in the customer service and customer experience industry. Thought leaders in customer experience, customer service, and call centers all weighed in on the biggest trends impacting the industry.

outsourcing 52

outsourcing Chief Customer Officer Customer Care Banking 52

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. Michael Stahl is the chief marketing officer of SERVPRO.

Call Center 345

Call Center Contact Center Finance Consulting 345

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Nicereply

OCTOBER 8, 2019

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. When asked how their customer service measures up, 71% of business leaders think they provide better customer service than their competitors. We would recommend all of them, if it came down to it.

Chief Customer Officer 80

Chief Customer Officer Engineering Best practices Sales 80

Eptica

MAY 30, 2018

This is leading to a ‘winner takes all’ world where gaps are growing, not just between best and worst companies, but even between top organizations. The difference in sales, revenue and loyalty between the number one player and the number two in many markets is therefore accelerating. Share this page on: Tweet.

Customer Experience 50

Customer Experience Chief Customer Officer Journey mapping Best practices 50

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. Chief Experience Office - Bill Quiseng. Deliver the World's Best Customer Experience. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Squelch

MAY 17, 2019

Squelch was well represented at the event by several members of our sales and marketing departments who relished the opportunity to chat one-on-one with attendees about their CX challenges. We also made time to attend some Showcase sessions. Here are a couple of our top takeaways.

Chief Customer Officer 40

Chief Customer Officer Best practices Feedback Marketing 40

ChurnZero

DECEMBER 2, 2021

Watch the session: Customer Success as a Profit Center. Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers. You have to force the CEO, the VP of Sales, and the VP of Customer Success to be at the deal review.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

DECEMBER 27, 2019

This post focuses on how to maximize the biggest sales quarter and close out the year strong, but these same strategies can be applied to make every quarter in 2020 your best on e yet. . 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

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Kayako

DECEMBER 3, 2015

You’ve been hired as a customer service manager, tasked with delivering great customer service. Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that customer feedback helps build a better product.

Customer Service 50

Customer Service Chief Customer Officer Transportation Feedback 50

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. 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 .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Taylor Reach Group

APRIL 25, 2018

Come to Lego to learn and see how they provide global customer support an a daily basis – and how they have ingrained a culture of customer support into their processes and training. We will also show you how knowing the demographics of your customers can be the building blocks to superior sales and service.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 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

ChurnZero

JANUARY 4, 2019

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. the stuff that Customer Success teams are really meant to do). Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss. Peter Armaly.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

ChurnZero

JANUARY 4, 2019

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. the stuff that Customer Success teams are really meant to do). Wallstreet will pay attention to Customer Success.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

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

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Currently, she is the Vice President of Customer Experience at Bugcrowd. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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

SmartKarrot

JUNE 10, 2020

Every month, they scour the world – much like Indiana Jones – for the gems of the customer service world. Practical CSM is a monthly newsletter which provides an ongoing measurement to how one is doing at every step of the Customer Success journey. #4 4 Chief Customer Officer Council. by Rick Adams.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

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. Absolutely.

Management 52

Management Upselling Accountability Metrics 52

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

Eptica

NOVEMBER 8, 2017

Sharing knowledge Gartner predicts that by 2020 10% of business-to-consumer first-level engagement requests will be taken by virtual customer service agents, such as chatbots , up from just 1% today. Creating accountability for CX improvements Often today, responsibility for the customer experience is spread over multiple departments.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

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

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. To combine customer-centricity with commercial benefits is rare in a typical human being.

SaaS 52

SaaS B2B Upselling Metrics 52

GetFeedback

JANUARY 19, 2020

Customer service agent notes and messages. Text from sales team interactions. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”. Touchpoint survey best practices.

Surveys 146

Surveys Journey mapping Feedback B2B 146

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