ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Help Scout

APRIL 29, 2021

Build customer-centric focus into marketing, sales, and product functions: Every team has some impact on your customer experience, but apart from customer service itself, these three teams have the greatest influence. Learn how Help Scout aligns sales and support. Report on customer service metrics to your board.

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Customer Service Customer centricity Chief Customer Officer Metrics 139

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and Customer Success software, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. The CSM perspective: how to encourage the adoption of Customer Success software. Don’t be that business.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

APRIL 13, 2021

To help answer some questions you might have around the Customer Success job market, we created this overview that will describe what the different career paths are that you can pursue, with descriptions for each role and the industry salaries. . Chief Customer Officer. Customer Success Vice President/Director .

Chief Customer Officer 98

Chief Customer Officer Customer centricity Customer advocacy Accountability 98

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Extra marketing required to overcome negative word of mouth. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Why does this drive growth?

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. ” Marketing and customer experience workforce of the future must be holistic thinkers who can easily see the connections between disparate things and who can balance the big picture and details in their day-to-day job.

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset.

Chief Customer Officer 10

Chief Customer Officer B2B SaaS Feedback 10

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience ratings. Contact center agents are incredibly valuable employees, given they know about products, services and customers. Chief Customer Officers have been laser-focused on analytics. Improve Agent Technologies.

Contact Center 89

Contact Center Chief Customer Officer Analytics Coaching 89

ChurnZero

JULY 9, 2020

Does your marketing often drop the L-bomb? Entire marketing budgets are devoted to their infinite pursuit and persuasion. But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. The Forgotten CSM: Customer Success Marketing.

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SaaS Marketing Upselling Chief Customer Officer 64

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. .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

ChurnZero

FEBRUARY 17, 2022

Now, let’s dig into why this happens, particularly with CSMs and customer success software adoption, and how you can break down adoption barriers from the perspective of both a CSM and a Customer Success leader. Because you need to understand how your work affects the organization’s performance if you want to improve and evolve.

CRM 52

CRM Chief Customer Officer SaaS Morale 52

Serenova

JUNE 16, 2020

The C-suite is focused more than ever on reducing agent turnover rates and improving customer experience (CX) ratings. Contact center agents are incredibly valuable employees, given they know about products, services and customers. Chief customer officers have been laser-focused on analytics.

Chief Customer Officer 52

Chief Customer Officer Analytics Contact Center Coaching 52

ChurnZero

OCTOBER 28, 2022

The Q&A portion of the webinar covered additional acute topics including the one process every Customer Success leader must focus on in 2023, why CSM book size should be based on customer count, and how to move Customer Success out of the sales team’s shadow. Peter Armaly, vice president of Customer Success, ESG.

Best practices 52

Best practices Chief Customer Officer Sales Upselling 52

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In this webinar, we will discuss how to: 1.

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

Callminer

FEBRUARY 4, 2021

More effectively identifying and managing customer vulnerability isn’t just a benefit for consumers, companies that can successfully support vulnerable customers deliver better customer service and improve customer retention and loyalty. Yaniv Masjedi is the Chief Marketing Officer of Nextiva.

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Call Center Contact Center Finance Consulting 345

CustomerSuccessBox

JUNE 7, 2022

You have your overall churn metric, which is several metrics rolled up into it. So according to the customer, either account or product line, however, you want to do it, you should be segmenting them. And then the customer experience isn’t going to be great and then they’ll leave too. Absolutely.

Management 52

Management Surveys Chief Customer Officer Metrics 52

Help Scout

SEPTEMBER 14, 2021

So why exactly is customer service important for small businesses? There are three main reasons: It helps attract and retain customers. It increases the lifetime value of customers. It delivers insights that improve your product, marketing, and/or service. Happy customers don’t tend to take their business elsewhere.

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Customer Service outsourcing Chief Customer Officer Self service 127

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The challenge is that growth through retention and loyalty requires “strong customer relationships.” The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. The challenge is that growth through retention and loyalty requires “strong customer relationships.” The key to effectively managing a customer lifecycle is metrics.

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates.

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Chief Customer Officer Metrics Engineering Sales 65

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! Not always is my point.

Management 52

Management Upselling Accountability Metrics 52

CSM Practice

APRIL 17, 2017

For example, if your company’s main goal is growth, identify key metrics that support achieving higher revenues. In this case, the metrics you pick should allow you to show your team’s impact on both existing revenues as well as new business. Identifying your customer success team’s primary goals is important.

Chief Customer Officer 40

Chief Customer Officer Metrics Accountability Consulting 40

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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Metrics SaaS Surveys Self service 98

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.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

C Space

AUGUST 5, 2019

Customer Values: Q&A with Peter Fader, Professor of Marketing, The Wharton School at the University of Pennsylvania. Peter Fader has written two books, both with “customer centricity” in the title: Customer Centricity and The Customer Centricity Playbook. Embrace customer lifetime value.

Marketing 61

Marketing Customer centricity Big data Finance 61

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

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Education Services Group

APRIL 16, 2021

As Customer Success practitioners, we know that everyone would love a how-to manual with all the best ways to implement and grow their CS organizations. What we’ve learned is that there is no one “right” way to do Customer Success. Your CS engagement model is the structured process by which CSMs engage with your customers.

Chief Customer Officer 52

Chief Customer Officer Benchmark Metrics industry standards 52

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. Drivers for corporate growth are no longer limited to Sales and Marketing.

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Chief Customer Officer SaaS Metrics Education 75

ChurnZero

OCTOBER 15, 2021

Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ Within the last 36 months, NRR claims the top spot as a qualifying metric. The VC firm gave me the term sheet.

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Benchmark Metrics Chief Customer Officer Sales 97

ProProfs Blog

JUNE 30, 2020

He delves into the powerful idea of The Golden Circle based on which organizations can further lead, inspire and grow in a competitive market. “Read worthy strategies for improving emotional intelligence skills make this our how-to book of the week. How to Win Friends and Influence People. Chief Customer Officer 2.0.

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Customer Service Chief Customer Officer Customer centricity Marketing 128

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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Journey mapping Customer Experience Chief Customer Officer Metrics 40

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Antoinette Abboud, Director of Customer Success, Levelset. Danielle Middlebrook, Sr.

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Chief Customer Officer Upselling SaaS Technology 40

Netomi

JANUARY 5, 2022

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. LinkedIn: Aimee Lucas, CCXP – XM Institute, Sr.

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Customer Experience Customer Service Consulting Consulting 98

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. After all, happy customers and revenue are very closely related.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

ChurnZero

OCTOBER 30, 2020

This chart looks at the number of Sales and Customer Success positions in the tech market over the last 10 years as well as projections for 2025 and beyond. “We We know Customer Success is on a tear of growth,” says Mehta. Customer Success drives a double benefit in the ROI.”. It’s about onboarding. It’s about adoption.

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SaaS Chief Customer Officer Sales Metrics 93