CSM Magazine

AUGUST 22, 2019

In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

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. The entire meeting should be conducted through the customer’s lens, not through yours. How do you prep a team?

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Coaching 52

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

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. It seems like customers have a voice louder than ever before.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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

PeopleMetrics

MAY 24, 2018

After months of brainstorms , meetings, late nights and deadlines, I am thrilled to announce that my first book, Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold , will be available for purchase on Amazon starting Tuesday June 19th, 2018. and Chief Customer Officer 2.0. Sean holds a Ph.D.

Feedback 54

Feedback Chief Customer Officer Best practices Consulting 54

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. If you’ve ever worked in sales, you may be familiar with the idea of a ride-along.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Don’t be afraid to discuss these numbers with your customers.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. What doing your homework for the meeting looks like.

SaaS 72

SaaS Chief Customer Officer Best practices B2B 72

Solvvy

JUNE 12, 2018

Whether you’re trying to jumpstart a customer experience program from scratch or you’re a CX veteran looking to learn about the latest AI tools and technology, there is no shortage of information out there–the question is how do you harness it to work for you? Customer Contact Week is where that knowledge and opportunity meets you!

Chief Customer Officer 48

Chief Customer Officer Consulting Consulting Contact Center 48

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 .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

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. Influencers and consultants are leveraging video to show how products can work better together, encouraging customers to buy them both.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

ProProfs Blog

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Are roles and responsibilities written from the customer’s “so what?”

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

Horizon CX

DECEMBER 31, 2018

This is good news for those of us among the CX consulting community and especially the CX provider community. They’ve applied it as if it were some “magic dust” and the resulting magic just didn’t happen or meet their expectations. We just need to become more reasonable. But, from that moment onward, I have never looked back.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

ClearAction

MAY 29, 2016

How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company. Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ClientSuccess

OCTOBER 10, 2018

Any time your customer shares something new with you (whether it be a new workflow, goal, or use case), imagine you’re immediately going to have to explain it to a key internal stakeholder. If no one immediately pops to mind, picture explaining this in a meeting with your CEO. Don’t focus on making your customers happy.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Bigger budgets for Customer Success.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

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

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. It was here that I understood that the small things matter to customers the most.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

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 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. And we share what you have done.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

GetFeedback

JANUARY 19, 2020

Output from Advisor council meeting. Customer service agent notes and messages. Text from sales team interactions. . So, when developing your VoC strategy, think about how to collect survey data at each touchpoint and what other data can be used to build a more complete picture of your customers’ “voice.”.

Surveys 146

Surveys Journey mapping Feedback B2B 146

Comm100

SEPTEMBER 22, 2016

Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. This book will show you how to launch a proven framework through customer experience expert, Jeanne Bliss’s, five-competency model. The Ten Principles Behind Great Customer Experiences by Matt Watkinson.

Customer Service 71

Customer Service Gamification Consulting Consulting 71

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

Netomi

APRIL 7, 2023

The customer service teams that are driving revenue, wow-ing customers and building long-term relationships often have a strong leader at the helm. 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.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

CustomerSuccessBox

JUNE 7, 2022

We asked Anita to share her opinion on customer churn and retention. A: Surprisingly, most people think that I’m a consultant. We’re actually a full-service agency that helps with the voice of the customer and customer feedback as a way to reduce churn. The following is what she has to say. I’m not.

Management 52

Management Surveys Chief Customer Officer Metrics 52

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. S – Specific.

Management 98

Management Chief Customer Officer Upselling SaaS 98

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. Is the customer an early adopter, a lagger, or right on track? Identify early usage patterns of customers who have churned.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

NOVEMBER 8, 2019

It s workstreams rely upon inputs like data entered by sales or even ‘gut instincts. ’ Since buyers typically follow a uniform purchasing journey , CRMs are ideal for managing a sales pipeline. . Customer Success Platforms work to foster on-going customer value after the initial purchase.

CRM 63

CRM SaaS Chief Customer Officer Accountability 63

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. Is the customer an early adopter, a lagger, or right on track? Identify early usage patterns of customers who have churned.

Metrics 52

Metrics SaaS Surveys Self service 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. Your role is to make sure that [the customer] is scheduled for a welcome call.

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. Your role is to make sure that [the customer] is scheduled for a welcome call.

SaaS 52

SaaS B2B Upselling Metrics 52

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: The Customer Success Association has created The Customer Success Directory.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10