ChurnZero

DECEMBER 29, 2020

Learn how to spot the signs that it’s time to revamp your onboarding as well as the dos and don’ts of improving the most influential phase of your customer’s journey. The SaaS Debate: Who Owns the Renewal and Upsell? Customer Success vs. Sales. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. Seek to understand that.

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

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

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

ChurnZero

AUGUST 21, 2020

Given the world’s current state of affairs, I think we feel this on a much deeper level than before both professionally and personally. Equipping your CSM team with things like configurable in-product guidance can often solve customer requests while freeing your product and development teams to introduce more innovative new products.

Chief Customer Officer 84

Chief Customer Officer SaaS Sales Marketing 84

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. 01:47 – Irit talks about the survey they did about the companies which reduced their forecast.

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

JANUARY 4, 2019

If we’re not at peak SaaS, we’re probably close to it. Customers will be tired of managing an overwhelming number of subscriptions, and as a result, Customer Success teams need to focus even more on customer engagement and demonstrating value. .” ” – Abby Hammer, VP of Products, ChurnZero.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

ChurnZero

DECEMBER 2, 2021

That’s either for support or brand research. […] 88% of people we surveyed felt better about brands that offer a shared space for customers to connect. They also look at how you respond to customers. Many are slower growing and focused on driving business profitability, which you see more and more as the SaaS market matures.

Customer advocacy 98

Customer advocacy SaaS Chief Customer Officer Sales 98

ProProfs Blog

JUNE 30, 2020

Develop personal brand. Navigate when office politics is on the rise. It’s nice to know that average IQ doesn’t limit a person to average performance. Chief Customer Officer 2.0. Books on Customer Service Culture. Books on Reinventing Customer Experience. View critics at workplace.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

ChurnZero

JANUARY 4, 2019

If we’re not at peak SaaS, we’re probably close to it. Customers will be tired of managing an overwhelming number of subscriptions, and as a result, Customer Success teams need to focus even more on customer engagement and demonstrating value. .” ” – Abby Hammer, VP of Products, ChurnZero.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Chief Customer Officer 10

Chief Customer Officer SaaS Customer centricity Best practices 10

ClearAction

MAY 29, 2016

Self-service has skyrocketed, allowing 24×7 ability to specify or learn of changes; for instance, customers can get a real-time text message that a flight gate number has changed. Software-as-a-service (SaaS) and other subscription business models were instrumental in Marketing taking on a greater role for customer retention.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ChurnZero

MAY 13, 2022

Because you are getting to the human behind it as opposed to just the checkmark on a survey. Surveys serve an important purpose, but a controlled purpose.”. Find ways to build customer affinity around the business. “To If I had a customer who is like, “We love Abby.

Chief Customer Officer 98

Chief Customer Officer Finance Feedback Surveys 98

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

Chief Customer Officer 90

Chief Customer Officer Accountability Journey mapping Customer advocacy 90

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer Customer centricity Education Finance 10

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.

Management 98

Management Chief Customer Officer Upselling SaaS 98

SmartKarrot

MAY 26, 2022

A survey shows that this dark data amounts to 55% of the company’s data on average. But a 2021 survey by NewVantage Partners Big Data and AI Executive shows that only 1 in 3 companies have a structured data strategy and will experience business outcomes. This data can have the potential for some high-level insights.

Education 10

Education Analytics SaaS Surveys 10

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

I think that the trend that will dominate in the next couple of years (not just in 2022) in CX will be ‘personalization’ and learning how to create a personalized experience not only for luxury products/services but for all industries. Dione Hedgpeth – Chief Customer Officer, Sumo Logic. Connect with Erin.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Amity

MARCH 24, 2016

How is Customer Success structured at Vend? We have four pillars under the Customer Success umbrella; Education, Enablement, Experience, and Support. All four pillars report to Sharad Mohan, our Chief Customer Officer. What does the Customer Success Culture look like at Vend? I love the community around it.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

Netomi

APRIL 7, 2023

With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support. This is why they started implementing Customer Effort Surveys.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52