ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

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TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

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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.

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ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Chief Customer Officer. Customer Success Manager.

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ClearAction

MARCH 22, 2024

. — Southwest Airlines outdated IT caused 16,900 canceled flights for 2 million passengers: PR nightmare, customer churn, stock plunge, massive fines. Recognize every functional area for both external and internal customer experience improvements they make. 2 Delivering a Superior Customer Experience is a Team Sport.

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TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Their knowledge and impact is constantly reshaping the service industry. A lot of new faces, a few familiar names from last year’s list, and a lot of inspiration for the industry.

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Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How customers are segmented can help with the division of labor and the CS team structure.

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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. Power Users: .

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CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

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SmartKarrot

SEPTEMBER 10, 2020

But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. Since customer success is a relatively new business function, the Chief Customer Officer is one of the latest roles.

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JustCall

MARCH 8, 2023

Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Diane has a proven ability to identify opportunities in customer interactions, partnering with companies of all sizes to enhance their customer experience practices.

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Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. A leader in the programmatic industry, Amanda joined the Pixalate team in September of 2021. ?? EMEA, and APAC. . Connect with Cynthia.

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ChurnZero

MARCH 10, 2021

APPEALIE announced the twelve winners of the 2020 SaaS Leader Awards, a software leadership award honoring the top Marketing and Customer Success executives in the industry. . Alex Dingley, Customer Success Director – WorkZone. Amanda Ingraham, Vice President of Customer Success – 15Five. Mike Randolph, Sr.

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SmartKarrot

DECEMBER 3, 2020

One such that we are talking about is the difference between Chief Customer Officer and Head of Customer Success. Both strive to bridge the gap from a company’s point to interact with a customer. Chief Customer Officer is a relatively new term in the CS space, but it is accelerating in its popularity.

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Netomi

APRIL 27, 2022

Customer experience (CX) is now more important than ever, and even the White House is taking note: in a move to fix federal customer experience, the Office of Management and Budget will conduct research to better comprehend how people wish to deal with the government at various critical points in their lives.

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ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

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Fonolo

JANUARY 22, 2020

Whatever anyone says, attending live events is essential if you want to keep up and keep involved with the industry around. Particularly in an industry like customer support, it’s so important to be around people who are working on the same things and can understand what it’s like to be in our shoes. Zendesk Relate, Miami.

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Lumoa

MARCH 21, 2023

Our list includes books written by well-known CX experts and leaders with a long experience working within customer experience in different industries. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 You want customers to fall in love with your brand.

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Satrix Solutions

JULY 21, 2021

What are the best ways to reduce customer churn? We had an opportunity to sit down and chat about this topic, as well as what’s coming up in the Customer Success industry with Abby Hammer , Chief Customer Officer with ChurnZero. About Abby Hammer.

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CSM Practice

MARCH 9, 2021

Mary Poppen, Glint’s Chief Customer Officer, leads their team, responsible for driving and scaling the company’s ability to delight its customers. Glint’s Customer Success Team brings extensive experience and a successful track record of implementing employee engagement programs at many of the world’s leading enterprises.

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Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Always be listening, learning and growing.

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ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

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ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

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Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Manage the contact with the customer ever step of the way. Carolyn Kopprasch – Chief of Special Projects at Buffer.

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ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. We’ve got to do things that scale.

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Peter Lavers

MAY 24, 2018

Even though the digital experience is only one factor of multi-channel and omnichanel, I’d still recommend a ‘digital first’ mentality, particularly in your content management. Who manages/owns the digital experience in your organization? Content Management has been a cottage industry for too long! See [link].

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Fonolo

JANUARY 14, 2020

When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Customer Think.

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ClientSuccess

NOVEMBER 20, 2020

With most of the conferences in 2020 either cancelled or converted into virtual events, many industry leaders are looking forward to getting back to normal in 2021. The top customer success conferences are also great places for CSMs and team managers to workshop with others in the industry and start mapping out strategies for the year ahead.

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ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

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Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? As organizations align their teams around the customer, developing journey-based roles are growing in importance.

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Beyond Philosophy

MAY 31, 2016

Employees are at least as important as other aspects of customer management in optimizing benefits for customers. They are key stakeholders in value delivery and brand/supplier success, and they frequently represent the difference between positive and negative experiences and whether customers stay or go.

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ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

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CX Global Media

JULY 9, 2019

The CCVS has a Speaker Faculty of more than 35 industry experts that deliver insights and tools on the topics of agent hiring, on-boarding, development, leading, and retention. At the Contact Center Virtual Summit, you’ll get the opportunity to learn from industry experts that help to guide my thinking and idea creation on hiring right.

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CSM Magazine

FEBRUARY 16, 2021

An Industry Veteran, Dave Mingle Joins Reputation to Spearhead the Company’s Customer Experience Strategy. Reputation , the global leader in reputation experience management (RXM), today announced the appointment of Dave Mingle as vice president of customer experience.

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ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more.

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ChurnZero

DECEMBER 20, 2021

The Right Way to Handle Customer Objections and Negotiations . Watch this webinar to learn: Basic negotiation approaches for Customer Success Managers. Common customer objections and how to prevent them. How to escalate a customer negotiation for the best results. Current customer health score trends to know about.

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