ChurnZero

MAY 24, 2022

Mary has over 20 years of experience in Customer Success, business consulting, and executive leadership. Her past roles include chief customer officer at Glint, global head of innovation enablement at SAP SuccessFactors, and chief customer officer for SAP’s Global Cloud business. Involve.ai

Chief Customer Officer 52

Chief Customer Officer Customer centricity Consulting Consulting 52

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. What does customer experience look like inside ChurnZero?

Chief Customer Officer 78

Chief Customer Officer SaaS Customer retention Metrics 78

Eptica

JULY 26, 2017

To fill this gap, many companies are creating the role of a Chief Customer Officer (CCO) , someone who is not part of a specific department, but has a global view and responsibility for existing and new customers. Share this page on: Tweet.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

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. Tip #8: Report on customer service metrics at company meetings.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer retention Upselling Chief Customer Officer 52

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. These preliminary steps will help you create a customer experience department that meets your customers’ needs and achieves your business goals.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Help Scout

APRIL 29, 2021

Talk about customers: Help the rest of your company be exposed to real customers, too. Bring a customer into a town hall meeting or share a customer story in your internal newsletter. Their success metrics should have a clear customer focus, and their leaders should care about customer experience.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

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. Don’t be afraid to discuss these numbers with your customers.

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

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. That can be the tricky part.

Chief Customer Officer 98

Chief Customer Officer Customer centricity Best practices Metrics 98

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

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. Meet Our Panel of Call Center Experts & Business Leaders: Kevin Lee.

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Call Center Contact Center Finance Consulting 345

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Talking Customer Success was created to promote the value of Customer Success within the enterprise and small business. The SaaS Revolution Show.

SaaS 64

SaaS Chief Customer Officer B2B Customer advocacy 64

Totango

JANUARY 21, 2020

Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer. Champions a customer-centered mindset within the company. Customer Success Manager Team Lead(s).

Chief Customer Officer 84

Chief Customer Officer Enterprise Management Customer retention 84

ChurnZero

JANUARY 22, 2021

This was followed by 20% of respondents who cited a fear of failing or getting a “no” from a customer and 17% who fear not having an answer to a question and looking silly. Q: How do you set a clear future meeting date when using chat or email as opposed to phone or in-person conversation? A: Usually, it’s closer to the meeting.

Sales 98

Sales Chief Customer Officer Upselling Metrics 98

ChurnZero

OCTOBER 15, 2021

Nowadays, you can’t sit through an executive, a board, or an investor meeting without being asked about NRR. 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?’

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

inmoment

MAY 14, 2020

In her book Chief Customer Officer , Jeanne Bliss talks about how cross-functional teams will often build “three-hump camels.” Question #4: Are You Measuring the Right Key Metric(s)? Many organizations today are focused on a customer’s likelihood to recommend by calculating a Net Promoter Score or NPS.

Healthcare 52

Healthcare Chief Customer Officer Metrics Call Center 52

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 98

Metrics SaaS Surveys Self service 98

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. In ChurnZero, a play automates messaging and tasks based on a user or account’s engagement metrics. Give the customer a call and reference your email.

Chief Customer Officer 52

Chief Customer Officer Education Construction Accountability 52

ChurnZero

MARCH 28, 2023

A best practice is to send a CSAT to a customer whenever a support ticket is closed. The volume of event participation—in webinars, virtual conferences and meetings—is one way to measure this indicator. For example, when a customer attends an annual user conference in person, that should count for more. Event participation.

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

CX Journey

FEBRUARY 5, 2015

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. Even in companies that don’t take the CCO route, I expect to see a breakdown of silos between CMOs and CIOs.

Chief Customer Officer 71

Chief Customer Officer Customer centricity Engineering Analytics 71

ChurnZero

DECEMBER 2, 2021

But you have to have these meetings, you have to, at least once a month, talk about lost deals too, and you have to have all three [executives] come to these meetings. Jason on sales commission stipulations: “If you have enough trust with your Head of Customer Success, have them have to accept the customer.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ChurnZero

FEBRUARY 17, 2022

Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. As CSMs, we often live off our calendar and feel like there is never enough time in the day to handle all our customer meetings as well as our internal tasks.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ChurnZero

JANUARY 15, 2021

Expect to see companies setting standards for customer-facing teams around bandwidth and sound and lighting, but also investing in the tools that these employees need to make their setup look and sound professional. The number of integrations between Customer Success platforms and project management tools will also surge.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

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. Swiftly I nc. Training plan.

Chief Customer Officer 52

Chief Customer Officer Best practices Sales Accountability 52

Amity

MAY 22, 2016

Before you begin, you need to have a plan in place to bring customer success to its full potential. This includes your vision, goals, customer data, metrics, timetable, journey map etc. A number of CEOs have walked in the shoes of their customers. You don’t have metrics or KPIs. You don’t have a plan.

Journey mapping 57

Journey mapping Chief Customer Officer B2B SaaS 57

ClearAction

JUNE 8, 2015

Account teams, customer service and accounts receivable departments, customer reference managers, market researchers and others throughout the company are a loose confederation of a CX team. Teams must meet often to checkpoint key metric: "Are customers truly happy with us?" Success Factors for CX Teams.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Employee engagement 94

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. It seems like customers have a voice louder than ever before.

Customer Experience 123

Customer Experience Journey mapping Customer retention Call Center 123

Amity

JANUARY 30, 2014

Companies need to be agil e in meeting customer needs for personalization through the enablement of their organization’s culture -across the board. This will become a key factor in Customer Happiness and Retention. – Daniella Degrace, Founder Advisor, Amity and Former Vice President, Customers Success, Radian6.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

ProProfs Blog

JUNE 30, 2020

Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world? Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. Episode highlights.

Metrics 52

Metrics SaaS Surveys Self service 52

ChurnZero

DECEMBER 20, 2019

Conversations are no longer driven by product features but rather about customer enablement and alignment on the expected impact from the partnership between the customer and a company. Making customers happy is no longer good enough. . . Abby Hammer , Chief Customer Officer , ChurnZero .

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Chief Customer Officer Sales Customer centricity SaaS 80

ClientSuccess

OCTOBER 10, 2018

Any time your customer shares something new with you (whether it be a new workflow, goal, or use case), imagine you’re immediately going to have to explain it to a key internal stakeholder. If no one immediately pops to mind, picture explaining this in a meeting with your CEO. Don’t focus on making your customers happy.

Management 70

Management Chief Customer Officer Best practices Consulting 70

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Are roles and responsibilities written from the customer’s “so what?”

Customer Experience 76

Customer Experience Chief Customer Officer Customer centricity Airlines 76

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.

Chief Customer Officer 18

Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

FEBRUARY 17, 2022

Establishing transparency around SaaS business metrics , especially ones that you directly influence, increases trust, accountability, and productivity. As CSMs, we often live off our calendar and feel like there is never enough time in the day to handle all our customer meetings as well as our internal tasks.

CRM 52

CRM Chief Customer Officer SaaS Morale 52