CSM Practice

APRIL 17, 2017

To demonstrate the impact of customer success, tie your goals to those defined by your executive team and board of directors. For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. Referrals entail upsell and cross-sell opportunities your customer success team helped accomplish.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

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

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

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 18

Chief Customer Officer Upselling SaaS Metrics 18

SmartKarrot

FEBRUARY 9, 2022

CSMs need to know the latest trends and hacks in customer success. With that, they can bring out a change in net retention rates or NRR, expansions, cross-sells, upsells, health scores , customer satisfaction scores , NPS, and so much more. You can link customer success wins to revenue growth, thus showing profitability.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

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). Have them carry a quota to pay for their role. I always had a quota under me.

SaaS 48

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.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

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: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JUNE 3, 2022

That’s just an example. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

That’s just an example. Let’s say at noon, you take a look at your list of customers and you find that sales has closed a new customer. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product.

SaaS 52

SaaS B2B Upselling Metrics 52