ChurnZero

FEBRUARY 23, 2023

Second, growth during times of uncertainty is most likely to come from cross-selling and upselling. In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny.

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Management Customer retention Upselling Chief Customer Officer 52

Netomi

FEBRUARY 28, 2022

Dione Hedgpeth – Chief Customer Officer, Sumo Logic. As Sumo Logic’s chief customer officer, she is responsible for the company’s customer operations and renewals, including customer success, professional services, global support, and education (which is no small role, as the company serves more than 2,000 customers)!

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Chief Customer Officer Customer centricity Technical Support Contact Center 64

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.

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Customer Experience Journey mapping Customer retention Call Center 123

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.

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Chief Customer Officer SaaS Metrics Education 75

Squelch

OCTOBER 25, 2019

Hosted by the Technology Services Industry Association (TSIA), the event brought together thousands of technology and services company leaders to share strategies and solutions for meeting rising customer expectations. Triple Win: How Corporate Culture Can Benefit Success Teams, Customers, and the Bottom Line.

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Chief Customer Officer Entertainment Government Upselling 40

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. 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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Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. how to sell your customer success tool to them. With these powerful insights, you can center your strategy around customer needs. Can your offerings improve customer growth?

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Chief Customer Officer Customer retention Upselling CRM 18

Amity

MAY 22, 2016

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

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Journey mapping Chief Customer Officer B2B SaaS 57

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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Chief Customer Officer Upselling SaaS Metrics 18

ChurnZero

NOVEMBER 15, 2019

Customer Success Teams are on the hook to finish out the year strong, preform quarterly business review (QBRs), determine and refresh key performance indicators (KPIs) for the new year, finalize budgets – and most importantly ensure their customers are successful going into the new year. Customer Success operations planning.

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Chief Customer Officer Upselling SaaS Technology 40

SmartKarrot

JULY 30, 2020

In this blog, we are going to see various customer success team roles along with their titles that companies are employing in this department. Chief Customer Officer. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. Responsibilities of a CCO.

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Chief Customer Officer SaaS Upselling Journey mapping 10

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 10

Chief Customer Officer Upselling SaaS Metrics 10

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

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Journey mapping Chief Customer Officer SaaS Metrics 48

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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Management Chief Customer Officer Upselling SaaS 98

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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Chief Customer Officer SaaS Upselling B2B 10

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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Chief Customer Officer Coaching Customer centricity SaaS 21

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. Customer Success Manager : A CSM works one-on-one with customers, guiding them through the customer journey and fostering a positive connection. Leverage CS to Increase Sales.

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Best practices Chief Customer Officer Customer centricity Sales 93

ChurnZero

DECEMBER 2, 2022

We wanted to make sure that there was a particular avenue for any individual contributor to ask questions and have them answered by our chief customer officer. Then we held a live meeting where we answered them all. Q: Were the sales projections based on a white space analysis? Alli: It was really good.

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Chief Customer Officer Enterprise Upselling Sales 98

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

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SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

SaaS 52

SaaS B2B Upselling Metrics 52

Talkdesk

FEBRUARY 5, 2021

Video commerce has become a great tool not just for consumer education, but also for upselling and cross-selling. Influencers and consultants are leveraging video to show how products can work better together, encouraging customers to buy them both. need real-time access to holistic customer data. Por qué no los dos?” .

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Contact Center Brand ambassadors Consulting Consulting 87

SmartKarrot

JANUARY 1, 2024

Initially focused on retention, it has now expanded to encompass the broader spectrum of customer experience. The macro corporate trend is shifting towards emphasizing Net Revenue Retention (NRR), particularly through expansion efforts like cross-selling and upselling.

Chief Customer Officer 8

Chief Customer Officer Metrics Upselling Sales 8

SmartKarrot

JANUARY 1, 2024

Initially focused on retention, it has now expanded to encompass the broader spectrum of customer experience. The macro corporate trend is shifting towards emphasizing Net Revenue Retention (NRR), particularly through expansion efforts like cross-selling and upselling.

Chief Customer Officer 8

Chief Customer Officer Metrics Upselling Sales 8

SmartKarrot

JUNE 5, 2020

Companies are using multiple software these days to meet their various needs. They need a CRM software like Salesforce to mostly manage customer data. A customer servicing software like Freshdesk, an internal communication software for the team and what not. . Customer Success Sales. Easy Integration.

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SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: Meetups – Some sort of customer success meetup happens on a regular basis.

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SaaS Chief Customer Officer Benchmark Customer retention 10