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. From : Natalie Williams ; Director, Customer Success.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Customer Bliss

AUGUST 15, 2019

He wanted a better understanding of what was done for the development of the product roadmap and how customer issues were handled. After analyzing these internal processes, Lee developed a system to improve the ticketing process for employees handling customer issues. When he stepped into his role, Francis did the following: .

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

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

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Mike Rivisto and Jessica Countess, ServiceChannel.

NPS 52

NPS Effort Score Survey Roadmap 52

SmartKarrot

OCTOBER 7, 2020

If you are running a SaaS organization and haven’t started your customer success program yet, then the best time to do it is now. Customer success is becoming the backbone of any SaaS organization. There is a lot of learning and experiments going around in customer success. What is Customer Success?

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

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

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 Every single time.”

Culture 98

Culture Chief Customer Officer NPS B2B 98

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Q: Please introduce yourself.

Management 52

Management How To Effort Score Customer Success 52

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. 3) Facilitate CX Adoption.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98