JustCall

MARCH 8, 2023

Jeanne Bliss Principal Co-founder, Customer Experience Professionals Association (CXPA) Jeanne Bliss is a globally renowned CX practitioner and business growth advisor for the C-suite, with over 35 years of experience in creating deep and memorable relationships with customers. Follow Sue on LinkedIn 7. Follow Emilia on LinkedIn 8.

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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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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. That’s just one example.

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ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

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Guru

OCTOBER 8, 2019

And no one is feeling the pressure quite like customer support teams. Order volumes are high, seasonal policies and promotions are plentiful, and over 40% of revenue is on the line.

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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

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. Customer Success Around the Web.

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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.

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ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

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ChurnZero

JANUARY 22, 2021

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. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

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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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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.

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Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today. More about the event here. Learn more about Totango here.

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Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Before asking for a budget for your customer success team, you need to set clear, quantifiable goals.

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CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine.

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Altivon

SEPTEMBER 28, 2017

Yesterday Altivon sponsored the first in a series of healthcare related webinars focused on patient experience and the contact center. Leading off the program was Altivon’s own Frank Tersigni, Chief Customer Officer. The webinar included 3 polls. Ignore the implication to your operations at your own peril.

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Squelch

OCTOBER 25, 2019

“Your customers are comparing you to the best customer experience they’ve ever had.” — Elisabeth Zornes , Chief Customer Officer at Zendesk. What has fundamentally changed in the industry is how much we care that the customer achieves their business outcome.

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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

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. An effective champion is more than just access to senior management.

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ChurnZero

JULY 9, 2020

Customers associate those positive feelings with your brand and its equity increases. Spread Wisdom With Webinars. Webinars are often thought of for top-of-funnel lead generation and nurture, but they can be just as effective for customer marketing. Did they complete the intended task, or even attempt to?

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ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. dence to own their role in the customer relationship.

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ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

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Mindtouch

MAY 19, 2016

Dan Steinman knows a thing or two about Customer Success, not only is he the Chief Customer Officer at Gainsight , but he is author to one of the leading books on the topic, “ How Innovative Companies Are Reducing Churn and Growing Recurring Revenue.”. Dan Steinman, Chief Customer Officer at Gainsight.

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CX Journey

JUNE 14, 2017

Books like the Ultimate Question series, Outside In, and Jeanne Bliss' books about the Chief Customer Officer role are great resources. Attend webinars. You have to be well-versed in change management. Market yourself. Educate yourself I cannot say this enough: read, read, read. Sign up for blog newsletters.

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ChurnZero

NOVEMBER 1, 2019

Chase Tinkham, Customer Success Manager. And when a customer is acquired you often don’t know how it will affect your relationship with them. Lucas Farley, Customer Success Manager. Abby Hammer, Chief Customer Officer. Bri Adams, Customer Success Manager. Will it lead to upsell?

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ChurnZero

MAY 20, 2021

Investigate technology for your Customer Success team Once you’ve organized and cleaned your data, you want to put those customer insights to use and increase your operational efficiencies through automation. A Customer Success platform allows CSMs to manage more accounts at a higher level.

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ChurnZero

NOVEMBER 15, 2019

To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts. Customer Success operations planning. No worries if you missed the webinar, you can view it on-demand here. Analyzing performance for 2020 forecasting.

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ChurnZero

OCTOBER 25, 2019

It is time to boldly revamp your onboarding process to instead focus where your customers struggle the most – developing the capacity to drive internal success on their own. No worries if you missed the webinar (or would just simply like to view it again) you can view it on-demand here. Upcoming Webinar.

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SmartKarrot

FEBRUARY 2, 2021

When it comes to customer success career paths, customer success manager stands doubtlessly on the top. With the rise of SaaS industry and most companies shifting their business model to subscription-based, the rise in customer success jobs is understandable. Customer Marketing. Product Management.

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ChurnZero

NOVEMBER 22, 2019

Upcoming Webinar: New Manager’s Guide for a Customer Success Strategy Implementation. Wednesday, December 4, 2019 2:00 – 3:00 PM EST. Are you finalizing your new year strategy as you lead Customer Success at your organization? I hope you can join us in October 2020. You Mon CEO, ChurnZero.

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Branch Mesenger

MAY 29, 2018

In this webinar, Jeanne Bliss and Taylor Pipes chatted about the following topics: How to hire people who care. Jeanne Bliss is a best-selling author and an expert on customer-centric leadership. Corporations that were mentioned in this webinar include: Pal's Sudden Service. Every part of my body is about customer experience.

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Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Webinar: What we covered. As customers, we want our lives to be improved.

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ChurnZero

AUGUST 23, 2019

Customer Success) and it is even more critical to build out “Customer Success Operations”. To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative.

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SmartKarrot

JUNE 10, 2020

Before we begin on sharing resources on this customer success portal, here is a brief background I would like you to read. If you are a budding Customer Success Manager in a SaaS organization then we understand your challenges. 4 Chief Customer Officer Council. 5 Enlightened Customers. by Rick Adams.

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ChurnZero

DECEMBER 2, 2022

All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience. In our webinar, “ Lessons learned from a big a$$ book shift ,” ChurnZero’s CX team pulls back the curtain to share the methodology, approaches, and lessons learned from shifting CSM books across our entire customer base.

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Netomi

FEBRUARY 28, 2022

Save your spot for an upcoming webinar this International Women’s Day, on Tuesday, March 8! The voice of the customer, customer experience strategy (beyond customer support), business analysis, as well as human-centered design are all among Anastasia’s areas of expertise. Register Now. Alexandra da Silva Rodrigues.

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ChurnZero

OCTOBER 28, 2021

With the results from 2021’s survey in, we held a webinar with the CS leaders from ChurnZero, ESG, and Higher Logic to discuss the findings. During the webinar, we covered: How to benchmark your team against others in the industry. If you missed the webinar, you can watch it on-demand. Customer Success Around the Web.

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