ChurnZero

DECEMBER 20, 2021

The Right Way to Handle Customer Objections and Negotiations . Watch this webinar to learn: Basic negotiation approaches for Customer Success Managers. Common customer objections and how to prevent them. How to escalate a customer negotiation for the best results. What’s Next.

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Chief Customer Officer SaaS Benchmark B2B 98

Netomi

FEBRUARY 28, 2022

As Strategic Advisor for Global Contact Centers at Radisson Hotel Group, her primary objective is to develop and optimize Radisson Hotel Group Contact Centers to be in line with the company’s strategy, as well as changing market trends and customer expectations. One CX trend that will dominate/take the stage in 2022: .

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Transforming customer experience to survive. Published on: July 26, 2017.

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Chief Customer Officer Customer Experience Airlines Best practices 78

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

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ChurnZero

DECEMBER 20, 2021

Customer: What’s the Difference& Why Does it Matter? Learn the differences to help you make strategic decisions about your customer service. How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack.

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Chief Customer Officer SaaS Benchmark B2B 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. To address the growing vulnerability in call center customer bases…”.

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ClientSuccess

OCTOBER 10, 2018

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. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers.

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Management Chief Customer Officer Best practices Consulting 70

ClientSuccess

AUGUST 24, 2018

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. From : Sam Feil , Customer Success Manager. From : Sara Masson , Senior Customer Success Manager.

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Management Chief Customer Officer Best practices SaaS 40

Vcaretec

JUNE 6, 2022

Customer Care & Contact Center Influencers Mike Aoki Bio: Contact center expert and trainer for Agents (customer service, dealing with "irates," sales skills) and Managers (coaching, presentation skills). I tweet about customer focus, leadership, IT, and tech. Market research & trends, best practices, tech.

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ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Notable Episode: Episode 195 – You Mon Tsang on Customer Success, Plus ChurnZero’s Remote Work Framework. . Host: Andrew Michael , Business Intelligence Manager, Hotjar.

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SaaS Chief Customer Officer B2B Customer advocacy 64

Eptica

MAY 30, 2018

Date: Wednesday, May 30, 2018 Author: Olivier Njamfa The importance of customer experience in a winner takes all world. Author: Olivier Njamfa Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. How artificial intelligence can transform your customer experience.

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Customer Experience Chief Customer Officer Journey mapping Best practices 50

Education Services Group

NOVEMBER 8, 2021

Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Our findings support this trend as well.

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Chief Customer Officer Finance Surveys Sales 52

ClearAction

FEBRUARY 28, 2019

. “The wise advice that ‘What got you here won’t get you there’ 1 is what we as customer experience leaders need to be thinking about everyday,” said Milista Anderson, SVP at FIS Global in a Customer-Centered Management talk show interview.

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Marketing Customer Experience Best practices Chief Customer Officer 61

Totango

OCTOBER 25, 2022

Customer success occurs when your clients achieve the goals they hoped to attain when they purchased your product. Customer success teams are members of your organization tasked with making this happen through automated and manual CS management strategies. What Is Customer Success Team Structure?

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Best practices Chief Customer Officer Customer centricity Sales 94

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

ChurnZero

DECEMBER 2, 2021

If you operate Customer Success as a business and start thinking bigger and ‘outside the box,’ then you can elevate the conversation at the upper management level to become a strategic department and not just tactical.”. Matthew Brown , Director Customer Enablement, Solink. Amy Manning , VP of Customer Success, LawGeex.

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Customer advocacy SaaS Chief Customer Officer Sales 98

ClientSuccess

FEBRUARY 26, 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. Helping my clients identify MULTIPLE Ideal Customer Profiles (ICPs) has been an emerging trend lately. Question 1.

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Chief Customer Officer Best practices Enterprise B2B 52

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

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Chief Customer Officer SaaS B2B Best practices 64

Taylor Reach Group

APRIL 25, 2018

Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. This will bring together the biggest thought-leaders across industries to focus on many different facets and functions involved in the design, communication and implementation of best-in-class customer experience.

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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. dence to own their role in the customer relationship.

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SaaS Chief Customer Officer Best practices B2B 72

Netomi

JANUARY 5, 2022

A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

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ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? 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.

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SaaS Chief Customer Officer Education Consulting 73

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. But in practice, it’s not always pragmatic. “At Tip #1: Don’t worry if it doesn’t scale.

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ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? 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.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

ChurnZero

MAY 13, 2022

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. Tell customer stories with data. “On On the Customer Success side, I tell people you have to lead with the data.

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Chief Customer Officer Finance Feedback Surveys 98

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services.

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Chief Customer Officer Coaching SaaS B2B 23

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. Today we are talking about your business and how to achieve success with your existing customers.

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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.

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Chief Customer Officer SaaS Engineering Consulting 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. Listening, questioning, and sparking dialogue has shifted how I interact with customers. To give us an even better solution.

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Technology Chief Customer Officer Consulting Consulting 44

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. . . As CS, we have a really close relationship with our sales managers.

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Chief Customer Officer Upselling SaaS Technology 40

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 might also like: How to Become the Chief Customer Officer (CCO)?

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Chief Customer Officer Upselling Benchmark Metrics 10

SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. This blog will help you learn how to design the high-impact customer success programs and teams.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer centricity SaaS 10

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.

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Eptica

NOVEMBER 8, 2017

This can cover everything from analyzing customer satisfaction levels for different parts of the journey , gathering employee feedback to learn where improvements are needed, complaints monitoring to identify pain-points, competitor tracking and gathering business intelligence about market innovation and trends.

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Customer centricity Chief Customer Officer Chatbots Best practices 96

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. Identify early usage patterns among your most successful customers; identify features that bring early success. Identify early usage patterns of customers who have churned.

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