ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Beyond Philosophy

APRIL 14, 2015

Many think your job is to fix the process so Customers are happier, but the process is only a part of their experience. If they don’t recognize that, you must have to educate them on what the Customer Experience entails. Many times Customer Experience is a goal, but it isn’t tied into incentives for performance.

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

Netomi

FEBRUARY 28, 2022

The voice of the customer, customer experience strategy (beyond customer support), business analysis, as well as human-centered design are all among Anastasia’s areas of expertise. An operations and business innovation expert, she has more than 10 years of project management experience across industries and geographies. .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Mindtouch

APRIL 17, 2017

Adam Avramescu , Optimizely, Director of Optiverse and Customer Education, @avramescu, LinkedIn. Adam Waid , Salesforce, Director of Customer Success, @adamwaid, LinkedIn. Ajay Agarwal , Bain Capital Ventures, Managing Director, @ajay_bcv, LinkedIn. Director: Customer Success Operations, @netmow, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

CX Global Media

JULY 9, 2019

About Linda Harden : Linda Harden is President of Pipeline Publishing Group and Publisher of the monthly contact center management magazine, Contact Center Pipeline. Her passion is to promote discussion, resources, events and services that impact the lives of our employees and customers. Chief Customer Officer, FrontSpin.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

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.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

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. How do you prep a team?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

CustomerSuccessBox

DECEMBER 6, 2021

In this blog, we bring you to a few of those Customer Success leaders, our very own mentors, and popularly known influencers. He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. Lincoln Murphy. Aaron Thompson.

SaaS 52

SaaS Customer advocacy Coaching B2B 52

CX Global Media

JULY 10, 2019

Vicki has over 20 years of experience in the call center and workforce management industry. EXPERT SESSION – HI+AI – The Right Formula for Performance Management. Jim Iyoob Chief Customer Officer??, About Roger Lee : Roger Lee is responsible for all facets of the customer experience for Gridspace.

Contact Center 120

Contact Center Morale Coaching Analytics 120

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ChurnZero

NOVEMBER 27, 2019

Careful end-to-end change management is a must when working to position CS as a profitability center. As a part of change management , e xecutive, CSM and client buy – in is essential. An effective champion is more than just access to senior management.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Customer Success Newsletter. Customer Success Expert - Glide Consulting. The Glide Consulting Blog. Director of Customer Success Education - CSM Practice.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Enghouse Interactive

JULY 15, 2020

Five-time Chief Customer Officer Jeanne Bliss is an industry expert in customer-centric leadership and a noted author and speaker. The book is based on the simple idea that you need to take how you are treating customers personally if you want to elevate the experience.

Chief Customer Officer 40

Chief Customer Officer Customer centricity Education Consulting 40

CX Journey

JUNE 14, 2017

If you're relatively new to this field - let's say you've been on the frontlines for the last couple of years - and want to branch out to consult, my advice to you is this: consultants in this field are a dime a dozen; find your niche, build your brand, and help others understand how you're different and why they should hire you.

Chief Customer Officer 57

Chief Customer Officer Education Consulting Consulting 57

ChurnZero

JANUARY 15, 2021

Ed Powers , Customer Success Consultant. As global, multibillion-dollar software and computing infrastructure companies transition to subscription-based models, they must work with their extensive channel partner networks to enable and deliver Customer Success to end customers. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Talkdesk

FEBRUARY 5, 2021

Influencers have been able to use products or try clothes on in real time, giving customers chances to ask questions, sign up for one-on-one virtual consultations or even buy as they watch. Video commerce has become a great tool not just for consumer education, but also for upselling and cross-selling. Customers want opinions.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. The onus is upon the CX practitioner to help educate corporate decision-makers and connect the dots for them without coming across as a hard-sell. Transformation requires change and change involves risk.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

Chief Customer Officer 21

Chief Customer Officer SaaS B2B Consulting 21

Amity

JUNE 21, 2017

Therefore, we reason that: The concept of “maturity” is not new in the business world; Software development teams are applying CMMI (CMU’s Capability Maturity Model Integration) processes, Process managers often utilize the PEMM (Hammer’s Process and Enterprise Maturity Model) , and.

Chief Customer Officer 63

Chief Customer Officer Coaching Education Consulting 63

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 .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

ChurnZero

JANUARY 4, 2019

Whether that’s AI-enabled analysis of customer data to help teams be proactive, in-house virtual assistants that are a resource to support teams as they work with customers or other operational applications, AI will play a larger role in this capacity next year.” – Julia Ahlfeldt, Customer Experience Advisor, Julia Ahlfeldt CX Consulting.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Chief Customer Officer 10

Chief Customer Officer Coaching Customer retention Consulting 10

ChurnZero

MARCH 3, 2020

ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse is dedicated to providing in-depth education and networking for anybody working in a post-sale, customer-facing role. Speaker: Amy Mustoe, Principle Consultant and Coach, The Success League .

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

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.

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. With over 30 years in the industry, Annette is a professional coach, consultant, customer journey mapping facilitator, thought leader, and influencer. Annette Franz. Bhavika Kochhar. Caroline Andreola.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. Subsequently, I began to manage a crew of 13. For me, going over the top might not help.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Amity

JUNE 28, 2017

Decision : RETAIN: if you had services resources available and were interested in investing in services, these are the top customers to do it with. Note, that the investment here is not in educating your customer on your product (standard training material), but rather management consulting to enhance how they run their business.

Chief Customer Officer 60

Chief Customer Officer Consulting Consulting CRM 60

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.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

ChurnZero

NOVEMBER 22, 2019

We hear this question at our local RYG events as well as from our customers all over the world. There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. How are we doing this conference? You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

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.

Chief Customer Officer 98

Chief Customer Officer Healthcare Customer centricity Customer retention 98

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

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

Benchmark 69

Benchmark Surveys Chief Customer Officer Management 69

ChurnZero

NOVEMBER 19, 2019

ChurnZero was recognized as a Tech 100 Company and our Chief Customer Officer, Abby Hammer, was named a Tech 100 Executive. . Young, PhD, Managing Director at Hercules Capital; and Dendy Young, Managing Partner at McLean Capital, LLC. Gunnison Consulting Group, Inc. Blueprint Consulting Services Group.

Calibration 10

Calibration Chief Customer Officer Government Consulting 10