Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Sometimes, it’s nice to talk with other Customer Success Professionals.

Chief Customer Officer 56

Chief Customer Officer Customer retention SaaS Best practices 56

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. 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. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

JUNE 3, 2016

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Best regards, - From a SaaS in need of saving! Communication.

Management 68

Management Chief Customer Officer SaaS Accountability 68

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? It also led to a more proactive view of support.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

ChurnZero

AUGUST 21, 2020

Not only with their customers feeling pressure to show ROI and deal with a struggling economy, but also their leaders will depend on them to shore up the health of the company’s financials. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales Marketing 84

ChurnZero

DECEMBER 2, 2021

“I’ll talk to Customer Success leaders and they’ll say things like ‘I’ve got a new CEO and I need to find out what they think about Customer Success.’ Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. I think that’s the wrong approach.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

FEBRUARY 17, 2022

But of course, you’re far from alone in feeling this way. Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. Does your chief marketing officer let their marketing team not use email marketing tools?

CRM 52

CRM Chief Customer Officer SaaS Morale 52

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. One of the most common questions in SaaS is “What’s a good NRR?”. Restaurants had to adapt, fast.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? It also led to a more proactive view of support.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

Amity

MAY 27, 2014

Dear Louise, Although we have a lot of trial participants for our SaaS product, we are finding it difficult to convert them and we are experiencing some churn. I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. Best regards, From a SaaS in need of saving! What should I be looking for?

SaaS 48

SaaS Chief Customer Officer Sales Management 48

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics SaaS Surveys 64

ChurnZero

MAY 20, 2021

You don’t know why your customers churn. In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. Traits: Product-market fit. $6M

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

SmartKarrot

JANUARY 5, 2022

Irit is also the Chief Customer Officer & CEO at CSM Practice. She’s been on the Top 100 Customer Success Strategists list since 2013, which is a testament to her contributions and dedication to the CS space. Dave is the Founding Director at Customer Success Leaders Institute and the CEO of TheCustomer.Co

Chief Customer Officer 23

Chief Customer Officer Coaching SaaS B2B 23

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Is this dashboard for a specific customer? Let’s set that threshold.

Metrics 98

Metrics SaaS Surveys Self service 98

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Ultimate Guide to SaaS Customer Success Metrics.

Management 70

Management Chief Customer Officer Best practices Consulting 70

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

Amity

NOVEMBER 25, 2014

Fifty-eight years ago, from 1956 to 1961, the Journal of Marketing published a series of short biographical profiles under the heading “Pioneers in Marketing”. Amity: You were a pioneer in the Customer Success – how did you break ground? I recognized that in SaaS you had to have a more pervasive accountability to the customer.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. Is this dashboard for a specific customer? Let’s set that threshold.

Metrics 52

Metrics SaaS Surveys Self service 52

Netomi

APRIL 7, 2023

She leads the company’s “gTeam,” which is a combined support and marketing team that is seen by leadership as a value-driver. The team helps to drive customer loyalty, retention and conversions. He asked the head of customer service at the time how long phone wait times were. Fawad Ahmad led the transformation.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

ChurnZero

OCTOBER 25, 2019

And then one of the other things you can do is say well, let me share with you what I see happen with most customers when they go through and implement software and you tell me if this fits your organization. How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

Vistio

MAY 28, 2022

It was a B2B SaaS company serving the healthcare space. And this was another start B2B SaaS company in healthcare, that seems to be my wheelhouse these days, and I led implementation, support and customer success for that organization. And of course the chat and all the different channels. I was employee number 10.

Customer Experience 52

Customer Experience Contact Center SaaS Technology 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. If you can somehow—this is of course magic, although maybe it’s not magic—[achieve] near zero-cost renewable energy. He said we need Customer Success managers. Of course, he was ten years ahead of the curve.

SaaS 52

SaaS B2B Upselling 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. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

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. Delivering Customer Satisfaction. Reinventing the Customer Experience.

Customer Service 72

Customer Service Gamification Consulting Consulting 72

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Involve Customer Marketing.

Chief Customer Officer 49

Chief Customer Officer Metrics Education Marketing 49

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of Customer Success. Kissmetrics is a SaaS company-focused blog allowing you to optimize your marketing based on metrics.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Have a look at the top 10 customer success blogs.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10