ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. 2020 has and will continue to bring extraordinary challenges to Customer Success teams.

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Customer Success Chief Customer Officer Trends Sales 84

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.

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Talkdesk

FEBRUARY 5, 2021

One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. There was not a single session we attended at NRF 2021 that did not stress the years of digitization that were packed into a few days, weeks and months in 2020.

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Oracle

JANUARY 29, 2021

2020, the year brands found their humanity. 2020 forced us into our own humanity,” she said, describing the transformative year that was 2020. 2020 forced us into our own humanity,” she said, describing the transformative year that was 2020. How to stay relevant in customers’ lives during COVID.

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How To Customer Journeys Chief Customer Officer Study 64

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Bigger budgets for Customer Success. Be prepared,” he forewarned.

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Comm100

APRIL 26, 2020

Fast-forward today, and the concept of customer experience (CX) has taken on a far larger meaning and importance within almost every industry. In fact, according to Forrester , 72% of businesses say that improving the customer experience is their number one priority. Jeanne Bliss has a wonderful section in Chief Customer Officer 2.0.

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ClearAction

JANUARY 20, 2020

Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.” ” The primary purpose of a Chief Customer Officer or customer experience manager is to facilitate all employees’ self-management of their ripple-effect on customer experience.

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Analysis Metrics Customers Customer Experience Management 90

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. 06:24 – Irit explains her expectations during 2019 and Q1 2020. 17:20- Diane highlights customer and relationship-centeredness.

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CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. The Customer Success Economy with the lovely Allison Pickens.

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Gainsight

JUNE 9, 2021

Delphix: How Value Engineering leads to Customer Success starring Alex Hesterberg Chief Customer Officer, Delphix. In order to maintain the health of your accounts and understand the customer position, you have to create a plan to capture their health and action on it. Top Picks: Simplifying Customer Success.

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Effort Score Chief Customer Officer Sales ROI 52

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. How was your journey to Customer Success Head and opening your own company?

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Customer Success Consulting Chief Customer Officer Customer Centricity 59

ChurnZero

JULY 9, 2020

Although case studies primarily support bottom-of-funnel marketing, they can also benefit other customers by sharing new or unique ways of using the product. . How do you decide if a customer is the right fit? As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

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Strategy Marketing Case Study Effort Score 64

SurveySparrow

JULY 3, 2021

Who’s responsible for customer experiences at your company? HubSpot wrote an entire report on The Rise of the Chief Customer Officer (CCO) in Australia, emphasizing how companies are hiring and developing executives whose sole responsibility is getting CX right. Is it Marketing’s job to pitch the right messages?

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Brands Customer Experience Customer Journeys Social Media 59

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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Customer Success Chief Customer Officer Leadership Healthcare 98

ChurnZero

OCTOBER 25, 2019

If you would like to hear more from our guest speaker Jason Whitehead, check out his podcast- “ The Jasons Take On… ” which is an unplugged conversational series on key Customer Success topics. How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Analyzing performance for 2020 forecasting.

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Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. Below is a breakdown of these key roles and their primary responsibilities: .

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Qualtrics

NOVEMBER 21, 2019

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. We’re going to get better at generating actions from X- and O-Data insights and integrating that into customer interactions. Come see Luke Williams (Head of CX Strategy) at X4 2020 to find out.

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Customer Experience Self Service Virtual Agent Healthcare 38

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.

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