ChurnZero

JANUARY 22, 2021

“But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations. Never get ghosted by a customer again. Managers] do that “Hey, here’s a bonus.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. More expense to retain customers: loyalty incentives, customer success, etc.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

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. These initiatives can be in any of the forms, from creating a customer loyalty program to driving training for employees.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

JustCall

MARCH 8, 2023

Diane Magers Founder and Chief Experience Officer at Experience Catalysts Diane Magers is an accomplished senior executive with over 25 years of experience in customer experience, sales, and marketing. She is the Chief Customer Officer at Gainsight and is responsible for leading the post-sales organization.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ChurnZero

APRIL 27, 2022

Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. . Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Definition.

Chief Customer Officer 52

Chief Customer Officer Upselling Education Metrics 52

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Chief Customer Officer 52

Chief Customer Officer Customer Service Metrics Customer retention 52

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

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

CustomerSuccessBox

JUNE 7, 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! A: Everybody.

Management 52

Management Surveys Chief Customer Officer Metrics 52

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.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

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! That should the churn.

Management 52

Management Upselling Accountability Metrics 52

Help Scout

APRIL 29, 2021

Strategies for building a customer service culture. Gardeners work hard to create the right environment for their plants to grow in by improving the soil, removing pests, and managing light and water. Listen to customers: It is terribly easy to become too busy to stay connected to your customers, especially in a growing company.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Mindtouch

APRIL 17, 2017

We evaluated thousands of members within the Customer Success community and created a measurement that took into account a wide range of metrics including internet presence, influence, authorship, individual contributions, community engagement and participation. Bob Hayes , Appuri,Chief Research Officer, @bobehayes, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

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

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.,

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

Help Scout

SEPTEMBER 14, 2021

At Workshop — a tool built to improve company culture through open and efficient internal communication — Co-founder and Chief Customer Officer Derek Homann is focused on using customer service as a differentiator. It becomes very easy for things to slip through the cracks if someone’s not actively managing it.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Customer Guru

AUGUST 8, 2018

Adam is a globally recognized expert on customer experience. He is the co-founder and director of Genroe, a consultancy that specializes in Net Promoter®, customer feedback management, data analysis, and customer experience management. Adam Toporek Follow @adamtoporek. Amanda Forshew Follow @Amanda_CXfromCA.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ChurnZero

OCTOBER 15, 2021

The rising prominence of Customer Success is the result of it being the central business driver of growth and profit. Businesses were forced to wise up to this fact during the pandemic when new sales shriveled. Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

Callminer

FEBRUARY 4, 2021

While customer vulnerability isn’t new, it’s time companies take action to identify vulnerable customers and implement solutions to better equip company representatives and customer service agents to interact with customers experiencing vulnerability. To address the growing vulnerability in call center customer bases…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

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

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

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Pre-sales / Post Sales).

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

Taylor Reach Group

MARCH 10, 2020

Over the past number of years, the customer experience (otherwise known as “CX”) has become a profession unto itself. Roles like Chief Customer Officer, Customer Experience Director, Manager, Customer Success have been popping up. Recognize that customer churn is a lagging indicator.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

ChurnZero

NOVEMBER 27, 2019

Careful end-to-end change management is a must when working to position CS as a profitability center. As a part of change management , e xecutive, CSM and client buy – in is essential. Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

ClientSuccess

OCTOBER 10, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. We’ve compiled a list of 19 Pieces of Advice Customer Success Mentors Would Give Frontline Customer Success Managers. Let’s get started!

Management 70

Management Chief Customer Officer Best practices Consulting 70

ChurnZero

OCTOBER 30, 2020

Customer Success Compensation Catches Up to Sales. For a long time, Customer Success and Sales have been working together but not in equal footing,” says Mehta. “In In the next three to five years, compensation between Customer Success and Sales will become close to equal.”. It’s about onboarding.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ChurnZero

DECEMBER 2, 2021

If you operate Customer Success as a business and start thinking bigger and ‘outside the box,’ then you can elevate the conversation at the upper management level to become a strategic department and not just tactical.”. Matthew Brown , Director Customer Enablement, Solink. But Customer Success has to accept the customer.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

FEBRUARY 17, 2022

CSMs have had to improvise and manage without purpose-built tools for well over a decade. The same principle applies for mastering your new Customer Success software at your own company. When your manager introduces your new Customer Success software, you might internally object: “But can’t I already do that in our CRM?”

CRM 98

CRM Chief Customer Officer SaaS Morale 98

Calabrio

JULY 26, 2017

We all know companies who claim their customer service is first-rate and that they put the customer first. However, when you look at their management structure, the customer is left without a seat at the table. By contrast, only 58 percent identified sales or revenue as a “strong focus.”.

Chief Customer Officer 49

Chief Customer Officer Customer retention Sales Metrics 49

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

DECEMBER 20, 2019

Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Making customers happy is no longer good enough. . . C S and Sales strengthen their bond. . Dig in and enjoy. . . .

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. Market Strategy Manager - OpenView Venture Partners. CEO - C hief Customer Office Council. Brandon Hickie. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ProProfs Blog

JUNE 30, 2020

She identifies shortcomings such as social, communication, and self-management behaviors that limit leaders in their career. To help leaders master soft skills, she reflects on how leaders can: Work towards managing their workload. Navigate when office politics is on the rise. Chief Customer Officer 2.0.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

CX Journey

FEBRUARY 5, 2015

For the long term win, Customer Experience Management needs to be a continuous process of collecting - and acting on - customer insights. At the highest level, we’ve seen the rise of the Chief Customer Officer (CCO), an executive with the authority and visibility to create a culture of customer-centricity.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Talkdesk

OCTOBER 9, 2017

Panelists (from Left to Right): Scott Bajtos, Chief Customer Officer, VMware. Mike Zinne, VP of Customer Experience, Zendesk. Alex Miller, VP and General Manager, Stack Overflow Enterprise. Andy Mowat, Director of Customer Success Operations, Box. Session Questions and Highlights. – Ryan, TechCrunch.

Chief Customer Officer 40

Chief Customer Officer Enterprise Customer centricity Metrics 40