Squelch

OCTOBER 25, 2019

The Squelch team recently traveled to Las Vegas where it co-sponsored the three-day Technology & Services World (TSW) 2019 conference and expo. But we’re going to break that rule and share our favorite moments and top learnings from the conference. TSW Event Highlights. But what does golf have to do with TSW?

Chief Customer Officer 40

Chief Customer Officer Entertainment Government Upselling 40

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Jeanne has been helping companies create deeper relationships with their customers for over 35 years. Customer Think.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Taylor Reach Group

APRIL 25, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. And learn more about exciting new technology that’s revolutionizing customer experience. ODSC East - Open Data Science Conference – May 1-4, Boston, MA.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. He is also a consultant, coach, and trainer for technology professionals across 30 countries.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

Maru Group

FEBRUARY 19, 2020

The one-day symposium was held on January 27th, 2020 in San Antonio at DistribuTECH, the utility industry’s leading transmission & distribution conference. From the Symposium, it is clear customers want more from utilities. Customers are ready to engage in saving energy, but it needs to be on their terms.

Chief Customer Officer 52

Chief Customer Officer Government Customer centricity Journey mapping 52

Squelch

MAY 17, 2019

In 2018, Squelch was proud to partner with Zendesk as a sponsor for its signature Relate conference in San Francisco. But this year, rather than hosting one multi-day conference, Zendesk is putting on a series of one-day events across the country under the banner of Zendesk Showcase.

Chief Customer Officer 40

Chief Customer Officer Best practices Feedback Marketing 40

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 .

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Chief Customer Officer Sales Customer centricity SaaS 80

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the Client Success team makes everyone feel more like they are at an awesome retreat than at a boring conference). Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Conquer Your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Marketing 49

CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Conquer your Success.

Chief Customer Officer 49

Chief Customer Officer Benchmark Analytics Accountability 49

Mindtouch

MAY 19, 2016

Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan Steinman, Chief Customer Officer at Gainsight.

Chief Customer Officer 71

Chief Customer Officer Sales SaaS Technology 71

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Amity

JUNE 28, 2017

This post will explain how to calculate a CMI, how to design a comprehensive framework to combine the insights from CHS and CMI, and how to develop playbooks to address customers’ needs based on them. Step 3: Calculate the Customer Maturity Index. He is a frequent speaker, blogger and tweeter at conferences and events.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

Amity

JUNE 21, 2017

Sales teams apply qualification criteria to assess the readiness of their prospects to be able to utilize the vendor’s solutions. It is time for Customer Success teams to incorporate this concept into their operating methods linking maturity models to CSM Health Scores and other retention/expansion models.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

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.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

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

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.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

AUGUST 19, 2014

Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

Netomi

JANUARY 5, 2022

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster, frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Crypto is not just a technology, it’s a movement. We believe that crypto can play an important role in the development of Latin America as interest in blockchain and innovative technologies proliferates throughout the region.” . Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Cynthia.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Spearline

JULY 22, 2021

So naturally, achieving that is easier said than done, but the fact remains that satisfaction often drives more revenues than new sales”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article.

Chief Customer Officer 52

Chief Customer Officer Telecommunications Contact Center Technology 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. Paul: What’s the most disruptive technology of all time? That’s just an example.

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. Paul: What’s the most disruptive technology of all time? That’s just an example.

SaaS 52

SaaS B2B Upselling Metrics 52

Kayako

FEBRUARY 13, 2019

As you grow and as your customers mature, so too should your segmentation. If you split the commercial relationship between sales and customer success, I would examine if there was a segment of your customers who would renew and organically grow a single CSM on the account vs. having two resources (sales and CSM) on the account.

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

Answer Dash

JANUARY 9, 2019

I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand. I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. In addition to the Kindle e-reader and tablet.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Trendy Customer Experience Management.

Customer Experience 97

Customer Experience B2B Management B2C 97

CX Global Media

JULY 10, 2019

In some cases, technology has been a major factor in performance gains. It’s important to note that you want to be certain not to place too high of an expectation on technology to fix systemic causes preventing higher agent performance. If fact, most often technology has accelerated poor performance in these instances.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Netomi

APRIL 7, 2023

Sure, you can hire a customer service leader consultant , but if you are looking for the best in-house operators, you’ve come to the right place. We wanted to recognize our 25 favorite customer service practitioners doing incredible work in the CX space today. Afterall, happy employees equal happy customers.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52