Squelch

JULY 23, 2019

With the growth of SaaS, companies shifted their sales models and began to figure out the break-even point for customers. Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. In a nutshell, that’s how the field of customer success was born.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We know this to be true in our own jobs, so why wouldn’t we want the same for our customers?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

CustomerSuccessBox

JUNE 8, 2022

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Absolutely.

Management 52

Management Upselling Accountability Metrics 52

Squelch

JULY 23, 2019

With the growth of SaaS, companies shifted their sales models and began to figure out the break-even point for customers. Companies started measuring the cost to acquire a customer (known as CAC), which is a very common measurement in software sales now. In a nutshell, that’s how the field of customer success was born.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. Amity: You were a pioneer in the Customer Success – how did you break ground?

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

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. A: I would say it should really start during the sales process. Customer Success operations planning.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

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

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

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. He said we need Customer Success managers. I had never heard the phrase before.

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. He said we need Customer Success managers. I had never heard the phrase before.

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: Courses & Certifications / Training. A definite yes to this!

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10