Netomi

FEBRUARY 28, 2022

[We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Jennifer Dearman – Chief Customer Officer, Udacity.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ChurnZero

DECEMBER 29, 2020

Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite. In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

MARCH 3, 2020

SaaStr is the largest community of SaaS executives, founders, and entrepreneurs in the world and they are brought together at their flagship event – SaaStr Annual. With 12,500 attendees, 250 speakers, 200 sponsors, their missions is to provide the SaaS community with unparalleled access to the top minds in SaaS.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

ChurnZero

DECEMBER 2, 2021

Amy shares a few practical applications of a force field analysis, such as improving processes like onboarding, removing barriers to adoption, managing product feedback, making a change or difficult decision, helping a team resolve issues and focus on broader goals, and helping a sales organization close deals faster.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

Squelch

JUNE 4, 2019

As we continue our series exploring Influential Women in CX , we had the pleasure of sitting down with Mary Poppen, Chief Customer Officer at Glint and 2018 Top Customer Success Influencer. You’re a pioneer in customer success. With the rise of SaaS , we began to really see the need for customer success.

Chief Customer Officer 40

Chief Customer Officer Employee engagement SaaS Accountability 40

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). “In

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

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

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. He authored the Customer Success book for Wiley!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

DECEMBER 20, 2019

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 . Jay Nathan , Founder & Managing Partner, Customer Imperative . Customer Success Resource.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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). “In

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

MAY 13, 2022

How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader. Because as the industry evolves, best practices change. It could be a customer.

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

ClientSuccess

JULY 23, 2019

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. So one of the things I’ve tried to and continue to do is instill collaboration beyond the customer success management team.

Technology 44

Technology Chief Customer Officer Consulting Consulting 44

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 98

Metrics SaaS Surveys Self service 98

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

FEBRUARY 9, 2022

You need the right technology partner to ensure product adoption , usage of best practices and ensure no data slips through the cracks to succeed. You need to tie and demonstrate how CSMs or customer success teams’ work impacts the company’s growth. You might also like: How to Become the Chief Customer Officer (CCO)?

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

ChurnZero

NOVEMBER 22, 2019

How do you break down your programs to achieve maximum benefit for both your customers and your company? How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. The post Introducing BIG RYG appeared first on ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

NOVEMBER 16, 2022

Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex. The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. Accumulate and scrutinize client feedback.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

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