ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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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.

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Chief Customer Officer SaaS Education Customer advocacy 53

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Beyond Philosophy

DECEMBER 23, 2015

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. Michael Lowenstein, Ph.D.,

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ChurnZero

NOVEMBER 27, 2019

This along with p roper education, planning and an openness to adjust y our approach are important tools for break ing down barriers to monetization. . Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . Customer Success has proven itself as a new driver for growth.

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CX Journey

FEBRUARY 5, 2015

However, I’d caution that in order to create sustainable value, your CX strategy must be intertwined into your entire business and not simply a function of marketing. For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights.

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Chief Customer Officer Customer centricity Engineering Analytics 71

Education Services Group

APRIL 16, 2021

Customer segmentation influences everything from how well you allocate your CS resources to whether or not your customers renew. If your customers are properly categorized, Customer Success costs actually go down and, over time, sales and marketing costs will decrease as well. Engagement Model.

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ChurnZero

JANUARY 15, 2021

We asked Customer Success experts to share their industry predictions for the year ahead. Remco de Vries , Vice President of Marketing, inSided. The number of integrations between Customer Success platforms and project management tools will also surge. A growing reliance on Customer Success metrics.

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Amity

APRIL 25, 2016

Follow her weekly blog posts on Customer Success best practices. Director of Customer Success Education - CSM Practice. Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. Director of Marketing - ServiceRocket. The Gainsight Blog.

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ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. Use this as a framework; but your market and product context should modify your application. . That’s how you see noticeable change.

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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.

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ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education.

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ChurnZero

DECEMBER 2, 2021

Sharon Winterton , VP Customer Success, Catalina Marketing. Watch the session: Battling Imposter Syndrome in Customer Success. You as the leader of your Customer Success team need input into your goals in order to make that part happen. You need to show how you’ll impact those metrics one segment at a time.”.

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ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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SmartKarrot

DECEMBER 12, 2023

Bhumika acknowledges a shift in focus as businesses recognize the importance of customer retention in the face of a challenging market. With a significant increase in demand for Customer Success roles, Bhumika notes the rise of Chief Customer Officer (CCO) and VP of Customer Success positions.

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ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company.

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SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Additionally, he serves as the Chief Customer Officer at Higher Logic. Dave Jackson. James Scott.

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Mindtouch

AUGUST 21, 2019

Beyond supporting internal audiences, such as support agents and new hires, knowledge is often the medium through which companies attract, educate, onboard, support, and keep their customers. And today’s customers don’t simply want easy access to relevant information—they demand it. Agent adoption metrics.

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ChurnZero

JANUARY 4, 2019

“One customer success trend I’m seeing is the need to develop more repeatable customer education programs. In the quest for finding scalable ways to help customers realize more value out of the software they buy, more and more software companies are turning to customer education.

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SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team.

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SmartKarrot

FEBRUARY 9, 2022

Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The problem for the CCO is to showcase the real value of the customer success as a department and then get the budget approval. CSMs need to know the latest trends and hacks in customer success.

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CX Journey

JANUARY 26, 2016

That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA. what would the customer say? what would the customer say? It's part of who you are. And it's unchangeable.

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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. . . So, when we’re talking about KPIs and metrics everything has to line up to that.

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Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action.

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ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

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SmartKarrot

AUGUST 7, 2020

The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. A Director of Customer Success is responsible for building and leading the customer success team.

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SmartKarrot

MARCH 8, 2022

Caroline Andreola is a Client Success Strategy professional with product development, product marketing, commercial planning, customer success , and project management skills to name a few. Emilia has won several accolades for her role in the Customer Success industry, including our ‘Top 50 Customer Success Influencers 2022’ list.

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SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Responsibilities of a CCO.

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ChurnZero

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. Director of Marketing & Services, ESG. Jay: Having clarity on the metrics that you want to measure for the team that you manage is job number one, from an operational perspective.

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Branch Mesenger

MAY 29, 2018

Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. She pioneered the Chief Customer Officer role and has deeply applied her experience in writing and research from time spent working at companies including Allstate, Coldwell Banker, and Microsoft. Dare to rethink what's been done.

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Education Services Group

APRIL 13, 2020

To help ChurnZero customers who are ready to get started but might not have the team or the bandwidth to do so, ESG’s in-house Customer Success and Marketing teams will help create a custom plan along with production of digital assets. For more information, visit [link].

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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.

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Amity

MARCH 24, 2016

I thought “ why not ”, I’d love to see this side of the world and learn more about the American market. How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. We have to be constantly examining our process.

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Pointillist

JUNE 6, 2018

Is it within Marketing, Operations or some other function? I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. But there are general metrics of success around the work that they’re doing. Annette: It’s a mixed bag.

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ClientSuccess

MAY 15, 2019

The go-to market function usually has a really good pulse on what’s happening. Secondly, I’ve focused on educating my organization since a majority didn’t really understand what customer success both as a practice and principle were. Another initiative we’ve worked on is connecting people directly to customers.

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Customer Guru

DECEMBER 13, 2017

Building accountability towards customer experience – appoint a Chief Customer Officer. The first and foremost thing is to appoint a Chief Customer Officer (CCO) or at least a Head of Customer Experience. Measuring and improving the customer experience from marketing to customer service.

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SmartKarrot

APRIL 21, 2022

The entire C-suite is responsible for the customer. The C-suite needs to exude customer centricity with the CEO at the helm of affairs. CCO (Chief Customer Officer) – Leading the customer grievances to the top management. CMO (Chief Marketing Officer) – The side hero who supports CCO in their activities.

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