ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

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ChurnZero

FEBRUARY 23, 2023

There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. The challenge is that growth through retention and loyalty requires “strong customer relationships.”

Management 52

Management Customer retention Upselling Chief Customer Officer 52

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. So what should the focus be on?

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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.

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ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Drivers for corporate growth are no longer limited to Sales and Marketing. Customer Success has proven itself as a new driver for growth.

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ChurnZero

NOVEMBER 1, 2019

And when a customer is acquired you often don’t know how it will affect your relationship with them. Will it lead to upsell? Lucas Farley, Customer Success Manager. Abby fears a disengaged customer because she knows the great things that can be accomplished when a customer puts in the work (please please!).

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CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. It is cheaper to keep a current relationship in place than to lose a client and have to secure a new one.

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Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? It also led to a more proactive view of support.

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Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? It also led to a more proactive view of support.

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Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

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SmartKarrot

FEBRUARY 17, 2022

These high-ranking executives include several ‘chief’ job titles, such as Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Financial Officer (CFO), and Chief Customer Officer (CCO). Needless to say, this can catalyze the upsell in any B2B SaaS company.

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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. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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SmartKarrot

MARCH 24, 2022

To grow a business in today’s times, it is essential to retain customers and create a positive word-of-mouth reputation in the market. In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? So, how to make an entire team get a customer-delight mindset?

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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. Chief customer officer.

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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. . Since customer success is a new field, relatively, there are lesser chances of finding top talent specific to the CS domain. CSMs need to know the latest trends and hacks in customer success.

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Amity

NOVEMBER 25, 2014

Fifty-eight years ago, from 1956 to 1961, the Journal of Marketing published a series of short biographical profiles under the heading “Pioneers in Marketing”. Amity: You were a pioneer in the Customer Success – how did you break ground? I recognized that in SaaS you had to have a more pervasive accountability to the customer.

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Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.

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Journey mapping Chief Customer Officer SaaS Metrics 48

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero.

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SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Her diverse yet unique skills include customer life cycle optimization from pre-sales. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. Anika Zubair.

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SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. It is a broad term to define the company’s approach towards retaining its customers and expanding their business with them. In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department.

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CSM Practice

APRIL 17, 2017

Jeff Piper , Co-founder and Chief Customer Officer at SpringCM , demonstrates his team’s impact on new business by tracking the increase in advocacy and referrals. Your CSM team has a direct influence on overall customer satisfaction scores and number of reference-able clients.

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SmartKarrot

FEBRUARY 2, 2021

With the rise of SaaS industry and most companies shifting their business model to subscription-based, the rise in customer success jobs is understandable. Companies have realized the gain ratio between shelling out revenues on customer success vs net dollar retention which is more beneficial for them. Customer Marketing.

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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. Chief customer officer.

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SmartKarrot

NOVEMBER 16, 2022

Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex. The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. Key responsibilities of a client success specialist.

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SmartKarrot

DECEMBER 4, 2020

Importance of measuring customer success ROI. Setting up a customer success function requires cost. The cost of employing CSMs, implementation specialist, chief customer officer, customer success automation tool, etc. This is another revenue stream generated through customer success.

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ChurnZero

OCTOBER 25, 2019

How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Wednesday, November 6, 2019 2:00 – 3:00 PM EST. As we are now in Q4, the high-pressure budget and strategy planning season is officially underway in SaaS organizations around the globe. Customer Success operations planning.

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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. Executive Sponsor: .

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ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product. An upsell would be buying more of the same, maybe more users.

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ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product. An upsell would be buying more of the same, maybe more users.

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SaaS B2B Upselling Metrics 52

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. For example, you craft a white-glove service for your high-value customers and a low-touch service for your low-value customers.

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Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. For example, you can use individual customer CRM data to segment your sales offers and create personalized offerings for your clients.

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Netomi

FEBRUARY 28, 2022

As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Emilie Chell – Head of Marketing, Growth and Experience, Circles.Life. Erin Wallace – VP, Integrated Marketing, thredUP.

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SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Have a look at the top 10 customer success blogs.

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ChurnZero

JANUARY 13, 2023

2023 will be a breakout year for digital Customer Success, customer intelligence, and AI-fueled outcomes at SaaS companies. As more mundane tasks are automated by machine learning and AI, people have increasingly more time to devote to developing relationships with customers. Anita Toth , Chief Churn Crusher.

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