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)!

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

CustomerSuccessBox

OCTOBER 31, 2021

We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. Mary Poppen is the Chief Customer Officer, Glint at LinkedIn. Product, Sales, Marketing, CS, Engineering all benefit from customer feedback. Why is Quarterly Business Review important?

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Chief Customer Officer Consulting Consulting Coaching 52

Satrix Solutions

DECEMBER 1, 2020

Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience. We’re often talking to clients and providing tips and strategies that we’ve seen proven very effective.

Customer centricity 78

Customer centricity Chief Customer Officer Metrics Accountability 78

Fonolo

JANUARY 14, 2020

When it comes to customer service and experience content, Shep is the Godfather. . And his blog is filled with great customer service insights, tips to improve customer satisfaction, and guides to help you create a customer service culture in your business. . Customer Think.

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ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. Tip #1 for CSMs: embrace change As humans, we struggle with change.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

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. .

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Chief Customer Officer SaaS Metrics Education 75

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.

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Chief Customer Officer SaaS Customer centricity Best practices 10

ChurnZero

MAY 29, 2020

Looking at gross revenue retention, if 50% of your customers churn, but you have 90% logo retention, consider the amount of work that’ll be required to maintain or increase revenue. . For the formula and examples, see Churnopedia entry: Net Revenue Retention (NRR). . Customer Lifetime Value.

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Chief Customer Officer Metrics SaaS Surveys 64

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 Annette : Unified CX: Real World Examples. Why This is a Great Time to Change Your Customer Habits.

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Customer Experience Customer Service Consulting Consulting 98

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team.

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Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

FEBRUARY 9, 2022

This is the best way to scale for any company. Once you have the information in your hand, pitch the idea to the CFO using the following tips. Budget for customer success can be difficult. You need to articulate why the customer success departments need the budget. These will make your company and CSMs more efficient.

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Chief Customer Officer Upselling Benchmark Metrics 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.

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Management Upselling Accountability Metrics 52

SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team.

Chief Customer Officer 10

Chief Customer Officer Upselling SaaS Metrics 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). Tip: If salespeople ask for them to assist in pre-sales you’ve hit on the value.

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SaaS Chief Customer Officer Upselling Accountability 48

SmartKarrot

AUGUST 16, 2022

If C-suite executives have notes from their teams on how the product works and what features need to be customized for them, it will be helpful to the vendor company. For example: If a specific niche of companies needs a specific feature, they can honestly communicate that. It need not always be the chief customer officer.

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Chief Customer Officer Benchmark Finance Metrics 10

Kayako

DECEMBER 3, 2015

Google, for example, says its mission is “to organise the world’s information and make it universally accessible and useful.” Here are some examples that you’ll probably recognize: “Proactive customer service will help us cut down on failed transactions – decreasing churn and improving revenue.”

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Customer Service Chief Customer Officer Transportation Feedback 50

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. We’re inviting customer success executives to meet with one another. Do any other people have tips for you?

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Surveys Personalization Chief Customer Officer Customer centricity 98

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. For example: .

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Management Chief Customer Officer Upselling SaaS 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. Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

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Metrics SaaS Surveys Self service 98

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. Q: How quickly would you build a Customer Success team from one person to many? As an example,] I’ll use one company that I worked with. Customer Success Resource.

Coaching 72

Coaching Chief Customer Officer Education Accountability 72

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. Is this dashboard for a specific customer? This would be something that an operations team or an onboarding manager or even a chief customer officer could look at.

Metrics 52

Metrics SaaS Surveys Self service 52