Who is a Chief Customer Officer (CCO)?

CustomerSuccessBox

Of all there lies the customers head, Chief Customer Officer (CCO) who is one among the C suites of the departments to deliver the customer success. Handling difficult customer interactions by offering the best customer experience is part of their deal.

10 Questions New Chief Customer Officers Must Ask Themselves

SmartKarrot

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years.

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The Chief Customer Officer’s Guide to Creating a Culture of Customer Delight

SmartKarrot

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? reward customers for loyalty.

Chief Customer Officer: Roles and Responsibilities of the Modern CCO

SmartKarrot

When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization.

Chief Customer Officer vs. Head of Customer Success: What’s the Difference?

SmartKarrot

What stays common between each member of your customer success company is the need to satisfy a hungry customer. Now many such designations and roles are designed to look after the specific needs of a customer. Establishes metrics for defining the relationship with customers.

Who should own the Renewals and Upsells? Sales or Customer Success?

CSM Practice

In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. Before diving into the question, let’s find out who’s doing the renewals and upsells process? Type of Upsell.

The Importance of Investing in Customer Success

CSM Practice

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. In this episode, Irit Eizips, Chief Customer Officer & CEO at CSM Practice interviews Nick Mehta, Chief Executive Officer at Gainsigh t, on the topic of the Importance of Customer Success Strategy Investments.

Senior Executives from SAP, Oracle, LinkedIn and Gainsight Join Newly-Formed Advisory Board at CSM Practice

CSM Practice

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Members of the CSM Practice Advisory Board are some of the most respected thought leaders in the field of customer success. Customer Success Strategy

Reshaping The Future Of Digital Customer Service: 22 Influential Leaders to Watch in 2022

TechSee

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service.

Which Customer Success best practices should you keep or let go in 2023?

ChurnZero

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Mary Poppen, chief customer officer, inovlve.ai.

How to measure value realization

ChurnZero

As a customer, how do you decide whether a business has earned your loyalty? As a vendor, value realization affects customer loyalty and retention, customer satisfaction, referrals and recommendations, and opportunities to upsell. Gathering customer feedback.

The why, when, and how of customer (re-)segmentation with ChurnZero CCO Alli Tiscornia

ChurnZero

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Our CSMs are also responsible for upsells.

Women of Influence: The Top 25 Innovative CX Leaders

Netomi

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Amanda Binns – Senior Vice President, Global Customer Success, Pixalate.

Customer Success Team Structure: Four Best Practices

Totango

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. What Is Customer Success?

How to Navigate Salesforce for Customer Success

CSM Practice

Business prospers by setting goals and striving hard to achieve targets in order to get more customers. However, as companies attract more customers, maintaining relationships with customers becomes more challenging. Salesforce and Customer Relationship Management.

Understanding the Joint Success Plan: A Tool for Outcome-Based Customer Success Management

ChurnZero

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. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying.

‘Moments of Truth’ in Customer Success Journey

CustomerSuccessBox

“Moments of truth” are those crucial points in your firm’s interaction with a customer. It’s usually on the customer success teams to analyze the potential touchpoints and decide: How could the interaction be better? Additional Read- Customer Retention Guide. Customer Success

Totango Hosts Interactive Lunch for Customer Success Thought Leaders in NYC

Totango

Customer Success for the Enterprise, held on September 18th in NYC was an exciting chance for Customer Success leaders from around the world to exchange their innovative ideas in this ever-changing space. . Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Customer-Centricity is Key.

Net Revenue Retention vs. Gross Revenue Retention: Explained

ChurnZero

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. NRR reflects your ability to retain and expand customers. Customer Retention Defined.

Q&A: How Your Organization Can Achieve a Customer-First Transformation

ChurnZero

The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. You can’t know your customers if you don’t have data.

ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News

ChurnZero

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process.

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How to Prepare an Effective Quarterly Business Review

Education Services Group

Capturing and reacting based on your customers’ expected business outcomes are integral part of Customer Success. Therefore, during a Quarterly Business Review (QBR), customers are asked what their desired business outcomes are. The focal point of the Quarterly Business Review , commonly known as a QBR, revolves around the business of your customers, on what can be done to scale the growth of their business.

How to Optimize Your Renewal Process When Sales Owns It

ChurnZero

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. Customer Success Around the Web.

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Do you have a definite customer success organization structure?

CustomerSuccessBox

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. So, a proper customer success organization is required to provide consistent growth. Setting Up a Customer Success Organization. Most people know the importance and benefits of customer success but setting up an effective customer success organization is not easy because it is a new field. Should Customer Success report to Sales?

How to Get Your Customer Success Budget Increased

Amity

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. Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Identifying your customer success team's primary goals is important.

Highlights from TSW Las Vegas 2019

Squelch

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. Well, just as today’s companies must consider the experience of customers across all interactions, we wanted to ensure a positive experience for conference attendees. Customers expect to have a voice.” — John Ragsdale , VP of Technology Research at TSIA.

Customer SuccessCon Berkeley 2019 Takeaways

ChurnZero

Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA. The event, hosted by The Customer Success Association , featured sessions from a variety of CS thought leaders. Customer Success Around the Web.

Q&A: Selling for People Who Don’t Love Sales

ChurnZero

So, you signed up for a Customer Success gig and now your boss wants you to upsell? 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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3 Customer Retention Strategies for the Pandemic’s Next Wave

ChurnZero

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 Success teams are in a unique position to listen to their customers’ challenges.

The Fear of Churn

ChurnZero

In honor of Halloween, we asked our own Customer Success team to dig deep into their most frightful memories of customer churn and tell us: Which churn monster do you fear most and why? But also, what do you do when the customer is trying so hard – and they mean well – but everything keeps going wrong? It’s distressing when you know the customer is a great fit for your product, they just don’t have a strong or consistent person to lead the charge. The Fear of Churn.

SaaS 40

Who owns the customer experience anyway?

Taylor Reach Group

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.

7 Reasons Why You're Not Ready For Customer Success…Yet

Amity

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%). Improve customer satisfaction – (33%). This includes your vision, goals, customer data, metrics, timetable, journey map etc.

The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang

ChurnZero

From optional to all-important, Customer Success has come a long way in the last decade. It lowers your customer’s upfront expenses. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

B2B 52

The indispensable role of Customer Success in B2B SaaS with ChurnZero CEO You Mon Tsang

ChurnZero

From optional to all-important, Customer Success has come a long way in the last decade. It lowers your customer’s upfront expenses. The threat of an as-a-service model is that the cost to the customer of churning to a new supplier can be dramatically lower.

B2B 52

How to Get Your Customer Success Budget Increased

CSM Practice

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. Hiring a customer success operations manager could help your team develop templates, document your customer success playbooks and ensure efficiency when executing them. Identifying your customer success team’s primary goals is important.

Influential Women in CX: Irene Lefton Explains the History and Impact of Customer Success

Squelch

In today’s installment of our Influential Women in CX series, we’re continuing our conversation with Irene Lefton, a customer success executive and evangelist. In part one of our interview with Irene , we discussed the relationship between customer success and customer experience and the impact that customer success can have on other departments across the organization. How has the role of customer success evolved with the rise of SaaS companies?

SaaS 48

Customer Success is Changing: Top SaaS CEOs Reveal What’s Ahead

ChurnZero

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Customer Success Compensation Catches Up to Sales. The customer buys in smaller increments.

SaaS 56

How Mature Is Your Customer Success Strategy? (Quiz)

Talkdesk

The uninformed customer is gone. The modern customer is much more savvy. She expects more from the companies she works with and won’t accept anything less than excellent customer service. Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies. Although every company must focus attention on customer acquisition, companies must now learn to also keep an eye towards customer success.

How to Manage Churn- with Irit Ezips!

CustomerSuccessBox

The capacity to forecast that a specific customer is at a high risk of churning while there is still time to do something about it is a major new possible revenue generator for any company. Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Customer Churn

20 Customer Success Predictions for 2020

ChurnZero

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .