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

NOVEMBER 14, 2017

Are you thinking about how to implement a customer experience journey at your startup? On this episode, Adriana Zeman , VP of Customer Success at Zaius , shares her proven path for making customer experience a part of the business in a startup operation. Adriana Zeman, A Strategic and Experienced Customer Success Leader.

Customer Success 0

Customer Success Customer Experience Strategy Chief Customer Officer 0

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

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Customer Success Chief Customer Officer Software Customers 84

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. Mindset: The New Psychology of Success by Carol Dweck.

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Customer Service Case Study Gamification Culture 100

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. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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Customer Success Survey Chief Customer Officer Customers 85

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight.

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Chief Customer Officer Customer Success B2B Consulting 170

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

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Customer Experience Chief Customer Officer B2B Conference 302

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.

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Customer Success Consulting Chief Customer Officer B2B 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

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Customer Success Customer Journeys Resources Touchpoint 90

CloudCherry

MARCH 8, 2019

Jeanne has over 20 years of experience into ‘Customer Experience’ as she learned early on from her father. She is specialized at guide leaders and businesses to earn customer-driven growth and development. Jeanne is the author of the famous book, “Chief Customer Officer” (Jossey-Bass, 2006).

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Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin: Hello, Garin!

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Customer Success Customer Journeys Chief Customer Officer Guidelines 52

Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

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Customer Success Chief Customer Officer Metrics Conference 40

inSided

APRIL 7, 2020

“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

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Handbook Chief Customer Officer Customer Engagement Engagement 59

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). If your purpose for “doing CX” is to drive sales or hit revenue targets, you run the risk of seeing the Customers not as the goal , but rather as a means to an end.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Zeisler Consulting

JANUARY 26, 2022

A potential client contacted me a while back and was inquiring about my framework (well, thanks for asking, of course, you can check it out in my new book !). If your purpose for “doing CX” is to drive sales or hit revenue targets, you run the risk of seeing the Customers not as the goal , but rather as a means to an end.

Chief Customer Officer 93

Chief Customer Officer Culture Customer Centricity Course 93

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

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Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Kustomer

AUGUST 26, 2022

Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Customer Success Leader. This podcast is dedicated specifically to data optimization and customer onboarding. The CX Leader Podcast.

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Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Amity

FEBRUARY 6, 2019

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. What should I be looking for?

Customer Success 71

Customer Success Management Chief Customer Officer Course 71

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 H.

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Customer Success Chief Customer Officer Case Study eBook 10

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Not everybody in the company will understand customer success because it’s a buzz word. Brainshark B2B Chief Customer Officer Diane Gordon.

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B2B Chief Customer Officer Net Promoter Score Culture 171

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

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Conference Customer Success Chief Customer Officer Return on Investment 72

Gainsight

FEBRUARY 11, 2021

Sales closes bookings. World-class organizations assign an executive to own Customer Success, often referred to as the Chief Customer Officer. Yet, there is no well-defined process for most businesses to get customers to value and get them to stay and expand. Marketing generates leaders.

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Chief Customer Officer Metrics Software Groups 85

Customer Guru

AUGUST 8, 2018

Blake Morgan is a keynote speaker, best-selling author, and futurist in the field of customer experience. She is the author of the best-selling book “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” Blake Morgan Follow @BlakeMichelleM.

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Customer Experience Chief Customer Officer Consulting Customer Journeys 130

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.

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Culture Chief Customer Officer Customer Success Competitive Advantage 59

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

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Chief Customer Officer Customer Success Handbook Knowledge Base 91

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.

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Customer Success Chief Customer Officer B2B Leadership 23

Amity

JUNE 3, 2016

I think it’s time, perhaps overdue actually, to bring a Customer Success Hero or two on board. Over the course of the last 12 months, I’ve done regular Google queries on “Customer Success Manager” and the number of jobs on LinkedIn continues to increase. What should I be looking for?

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Customer Success Management Chief Customer Officer Course 68

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Extra marketing required to overcome negative word of mouth. Lower productivity as value-rescuing dominates precious time, resources, morale, and tenure.

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Customer Centricity ROI Policies Chief Customer Officer 62

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

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Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

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Customer Success Technology Leadership Chief Customer Officer 44

Oracle

MARCH 11, 2020

Jeanne Bliss is one of the most recognizable names in customer experience and customer success today. She’s the founder and president of CustomerBliss and the Co-Founder of The Customer Experience Professionals Association (CXPA).

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Customer Journeys Technology Chief Customer Officer Video 83

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? Shock and horror!

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Chief Customer Officer ROI Customer Success Sales 52

SmartKarrot

NOVEMBER 16, 2022

Let us analyze the profile of a client success specialist, consider their regular responsibilities, and determine exactly what benefits they may provide your revenue business. Who exactly can be termed a client success specialist? A business or an organization can never be successful unless its customers are.

Handbook 10

Handbook Customer Success Chief Customer Officer Analysis 10

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps. Director of Customer Success, Sendoso. . .

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Customer Success How To Chief Customer Officer Sports 40

Amity

MAY 27, 2014

I think it’s time, perhaps overdue actually, to bring a customer success hero or two on board. Over the course of the last 12 months, I’ve done regular Google queries on “customer success manager” and the number of jobs on LinkedIn continues to increase – did you know that there are over 16,000 today?

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Customer Success How To Chief Customer Officer Course 48

Wootric CX Blog

MARCH 15, 2020

Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this. Step up your customer success initiatives. Make sure you and your clients are recording successes. Learn how Wootric can help you measure and improve customer experience.

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