CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

Kustomer

JANUARY 29, 2020

Customer experience leaders are coming together next week in Atlanta to learn and network with peers, and understand trends and best practices in their field. It’s Chief Customer Officers, USA 2020 , and Kustomer will be there to deliver the keynote on how technology can enable omnichannel, personalized customer service.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Chief Customer Officer Omni-Channel 52

Kustomer

JANUARY 29, 2020

Customer experience leaders are coming together next week in Atlanta to learn and network with peers, and understand trends and best practices in their field. It’s Chief Customer Officers, USA 2020, and Kustomer will be there to deliver the keynote on how technology can enable omnichannel, personalized customer service.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Chief Customer Officer Omni-Channel 52

ChurnZero

DECEMBER 20, 2021

Speaker: Ryan Johansen, Director of Customer Success, AppDynamics. Watch this webinar to cover: A deep dive on 2020 SaaS retention benchmarks and the impacts the pandemic has had. Lessons learned over the last year from those within the Customer Success community. Current customer health score trends to know about.

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Chief Customer Officer B2B Leadership Customer Success 98

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Jim Bass (@JimBassCX) February 5, 2020. Leverage Tech to Connect With Customers. New term from #CCOUSA from @DavidKepron : “technempathy” value of tech is to create emotional connection with customers. Build A Culture Not a Solution.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

Gainsight

JULY 27, 2021

In April 2020, the unemployment rate reached 14.8% , the highest rate observed since data collection began in 1948. Headlines in 2021 have broadcasted record low unemployment , labor shortages , and record numbers of workers leaving their jobs willingly, which is not a trend we could have predicted in April 2020.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

Gainsight

APRIL 21, 2022

stem from hundreds of thousands of surveys with respondents who are consumers, heads of business, and technological leaders. In 2020, Forrester presented some eye-opening results in a report titled “US Tech Budget Outlooks In A COVID-19 Recession.” Customer success! Specialized technology. The best means to prevent churn?

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

Gainsight

MARCH 1, 2021

Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf , and Ben Michael, their Director of Customer Success. Also, is there something beyond their technology level that led to success? In July 2020, Jamf debuted on the NASDAQ in a $100 million IPO. Nick : That’s interesting.

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Chief Customer Officer Customer Success Metrics Meeting 52

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Analyzing performance for 2020 forecasting. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Budgeting and getting buy-in for resources.

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Customer Success How To Chief Customer Officer Sports 40

ChurnZero

DECEMBER 20, 2021

Sign up today for our next upcoming thought leadership webinar titled- How to Scale Your Post-Sales Teams During Periods of Fast Growth. How to Get Your Customer Success Tech Stack in Order – Discover the best practices to keep in mind when building out your CS technology stack.

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Chief Customer Officer B2B Leadership Customer Success 52

Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. I’m ingrained in customer success and having this conversation today.

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Chief Customer Officer Self Service Customer Success Sales 52

ChurnZero

AUGUST 21, 2020

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. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

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Customer Success Chief Customer Officer Trends Sales 84

Maru Group

FEBRUARY 19, 2020

The 2020 Symposium gathered members to reflect on the past decade and look to where consumer needs are heading into the next decade. The one-day symposium was held on January 27th, 2020 in San Antonio at DistribuTECH, the utility industry’s leading transmission & distribution conference.

Consumers 52

Consumers Customer Journeys Chief Customer Officer Government 52

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. New Releases: Aligning Sales and CS. The answer?

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. His contribution to the field of customer success was recognized when he was named as a Top 25 CS Influencer.

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Customer Success Consulting Chief Customer Officer B2B 52

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way.

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Customer Experience Consulting Multi-Channel Leadership 132

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. But most and foremost after Covid-19, we see a great hit.

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Customer Success Survey Chief Customer Officer Customers 85

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 Customer Success will transcend the bottom of the funnel.

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Customer Success Effort Score Self Service eBook 52

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

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Customer Service Strategies Meeting Strategy Customer Service 40

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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How To Customers Communication Customer Success 98

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Jeanne Bliss.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ChurnZero

OCTOBER 25, 2019

Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself.

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Customer Success System Customers Software 49

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. CX is cumulative, encompassing pre-sale and post-sale. 15) Make it Easy for Customers to Give Feedback.

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Customer Experience Analysis Metrics Customers 120

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

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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Handbook Customer Success Chief Customer Officer Analysis 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. Caroline was also named one of the Top 100 Customer Success Strategists for 2020-2021.

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Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

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Customer Experience Customer Service Social Media Consulting 130

Oracle

JANUARY 13, 2020

NRF 2020 Vision: Retail’s Big Show kicked off on Sunday, January 12 in New York City with a record-breaking 40,000 attendees including 16,000 retailers, 800 exhibitors, 200 sessions, and more than 100 hours of content anticipated, according to NRF. Chris Baldwin, Chairman and CEO, BJ’s Wholesale Club at NRF 2020.

Retail 54

Retail Trends Customer Experience Omni-Channel 54

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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e-support Retail Contact Center Self Service 87

SmartKarrot

APRIL 16, 2020

Role: Customer Success Representative Location: Cork, Ireland Organization: Varonis In this role, you will be teaming up with Varonis account teams to manage a portfolio of Varonis customers. Apply here: [link] Role: Customer Success Analyst Location: Chicago, Illinois Organization: Nice Ltd.,

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Customer Success Consulting Multi-Channel Chief Customer Officer 8

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. So, ultimately, the experience is frictionless, yet effortless from the customer’s perspective. Technologies like augmented and virtual reality will be important in elevating customer experiences and improving decision-making.

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Customer Experience Self Service Virtual Agent Healthcare 38

Eptica

NOVEMBER 8, 2017

There are multiple aspects to this, from making a customer focus part of your company vision and objectives, prioritizing it in recruitment and training plans, implementing technology and processes to support it, and even linking customer centricity to company bonuses. So you can’t stand still.

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Customer Centricity How To Self Service Chief Customer Officer 96

Comm100

FEBRUARY 20, 2018

According to research by McKinsey, 29% of customer service positions in the US could be automated through Chatbots and other currently available technology. Agents might also let emotionality or a bad day get in the way of what they can do for a customer – Chatbots, on the other hand, don’t have that problem. Drive Revenue.

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Chatbots Self Service ROI Contact Center 125

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. While multiple brands may have similar products and price points, only one will speak to them to earn their trust and the sale.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

ChurnZero

NOVEMBER 8, 2019

It s workstreams rely upon inputs like data entered by sales or even ‘gut instincts. ’ Since buyers typically follow a uniform purchasing journey , CRMs are ideal for managing a sales pipeline. . Customer Success Platforms work to foster on-going customer value after the initial purchase.

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CRM Customer Success e-support Chief Customer Officer 63

ClearAction

JANUARY 20, 2020

Forces on customers and business may otherwise make some turns that leave you behind. It’s a new decade that will be characterized differently by social, economic, technology, legal and competitive forces. CX is cumulative, encompassing pre-sale and post-sale. 15) Make it Easy for Customers to Give Feedback.

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Analysis Metrics Customers Customer Experience Management 90