ClearAction

MARCH 22, 2024

Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. While these popular definitions are important, they’re vastly incomplete. Far out in front means current Customer Success practices are nowhere near what it takes! Controlling Touchpoints Model.

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

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.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ChurnZero

JULY 17, 2020

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. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

Sales 59

Sales How To Net Promoter Score Chief Customer Officer 59

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. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

Gainsight

JUNE 13, 2024

Your customers won’t view your academy in the same light as the microwave, but you should still anticipate some adoption hurdles in both the short- and long-term. Three primary reasons: Your customers have always defaulted to help centers and their Customer Success Managers (CSM) for support and strategic guidance.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

ChurnZero

DECEMBER 20, 2019

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. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

APRIL 27, 2022

The stages of value realization are definition, delivery, realization, validation, and optimization. Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Definition. It’s important that you create a definition of value and communicate that to your customer. .

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

Gainsight

FEBRUARY 11, 2021

Software Equity Group wrote an insightful blog post about the correlation between NDR and price to sales multiple. Alex Clayton from Meritech published a useful list of definitions for some of the top cloud stocks. Sales closes bookings. They have sales processes, marketing processes, billing processes.

Chief Customer Officer 85

Chief Customer Officer Metrics Software Groups 85

Amity

MARCH 24, 2016

Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years. How is Customer Success structured at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. When I asked Francis, “What do you know now, that you wish you knew then?”

Chief Customer Officer 147

Chief Customer Officer Banking B2B Customers 147

Gainsight

MARCH 10, 2022

Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. Eduardo Amorim, global head of customer success at Sendcloud, believes it is. . Building Out and Up Your Customer Success Caree r.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Gainsight

APRIL 29, 2021

Imagine gathering Customer Success executives together and having them open up about pain points, processes, and the future of CS. Recently, I did, and inevitably, one topic and the incessant accompanying question arose, which is: How do we measure the ROI of our Customer Success team? Unhappy customers don’t tend to buy.”

Chief Customer Officer 52

Chief Customer Officer ROI Customer Success Sales 52

Gainsight

JUNE 7, 2022

Customer Success (CS) teams are evolving into a primary growth driver for companies in all industries. Organizations are constantly innovating how their customer success managers operate. . These days, it’s common sense that data should drive scalable customer success. It’s the “how” that’s tough.

Chief Customer Officer 52

Chief Customer Officer Customer Success Sales Omni-Channel 52

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. I felt different and weird and definitely did not feel like I belonged.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Gainsight

SEPTEMBER 29, 2021

If so, you may have seen the recent uptick in interest and advertisement for positions as a Customer Success Operations Manager or Administrator. The truth is, right now, customer success is a new and evolving industry. We have seen teachers that become excellent Customer Success Managers.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Gainsight

FEBRUARY 16, 2021

To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. From one-and-done rap careers to Disney-esque musicals to the Back Street Boys inspiring us , our value of Child-like Joy definitely filled my bucket over the last decade.

Chief Customer Officer 64

Chief Customer Officer Conference Customer Success Software 64

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. That’s the perfect recipe for success!

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This very reason makes them the most powerful voice of the customer. Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” We don’t think so.

Customer Success 48

Customer Success Chief Customer Officer Financial Sales 48

Gainsight

FEBRUARY 5, 2019

If I had to stack-rank all the questions I get asked by customer success leaders, the question of who should own renewals bubbles to the top—no contest. You still must answer: Who should own the renewal number, Sales or Post-Sales? appeared first on Customer Success Software | Gainsight.

Chief Customer Officer 53

Chief Customer Officer Industry Resources Software 53

Customer Bliss

MARCH 8, 2018

Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle. During Charlotte’s “day in the life” process, she deliberately walked the C-Suite through the lifecycle of the customer. ” “You do have hard days, but be confident.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Customer experience leadership takes a village.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Navigate when office politics is on the rise.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

APRIL 20, 2020

are available on the subject of customer success. We have put together a list of the top 10 customer success books to help understand and learn more about this subject through the perspective of the thought leaders and experts in this field. Chief Customer Officer 2.0: HYPERGROWTH. By David Cancel.

Customer Success 10

Customer Success Chief Customer Officer Case Study eBook 10

ChurnZero

NOVEMBER 1, 2019

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? Naomi Aiken, Team Lead, Customer Success. She now wears this to our office daily. Chase Tinkham, Customer Success Manager.

Chief Customer Officer 40

Chief Customer Officer Customer Success Strategy Resources 40

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

CCO Council

OCTOBER 2, 2019

If every customer interaction is wrought with friction, bureaucracy, complexity, or wasted time, there can never be real loyalty and certainly not high lifetime value. How can you reduce customer friction or effort and become Easy to Do Business With? What is your WD-40? But the payoff is enormous.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

Gainsight

OCTOBER 22, 2018

In this post I’ll share the “why” behind this acquisition, which gets to the root of Customer Success philosophy. It may even challenge us to think differently about what Customer Success is really all about. Customer Success and Product Management Operate in Silos. I need to scale.”. Interesting.

How To 51

How To Chief Customer Officer Software Customer Success 51

Natalie Petouhof

JUNE 4, 2015

.” Engineers, marketers, Customer Service Professionals can guess what is making the customer happy- DRIVING THAT CUSTOMER EXPERIENCE or they can use these technologies available to drive better business. It is not easy, but Teradata is definitely simplifying it. It is an opportunity, but it is not without risk.

Chief Customer Officer 40

Chief Customer Officer Analytics Consulting Healthcare 40

Kustomer

AUGUST 19, 2021

When CX has the backing of the C-Suite, it creates a company culture that keeps the customer in mind through every business decision, no matter how big or small. One way leaders can win this backing is through sharing customer success stories with the higher ups, which adds value to your CX team ’s efforts. “I Shame on us.

Culture 98

Culture Chief Customer Officer NPS B2B 98