Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. One CS exec asked us if we had recommendations on how to determine if a company was walking the talk when it comes to CS.

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CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. With this a company can achieve short term growth. Should Customer Success report to Sales?

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TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies.

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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).

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Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

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Gainsight

FEBRUARY 11, 2021

There has never been a better time to be a public software company. I’ve met nearly every private and public cloud company of any material size and put together this list of questions based upon those conversations. Many have observed that NDR is the most important metric in the long-term health of a SaaS company. 4 quarters)?

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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. Focus on the Customer Value.

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Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! Amanda quickly developed a curiosity to know more about why things did or didn’t go well with customers and how to problem solve.

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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. Customer and Partner Relationship Management (CRM).

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Customer Bliss

JANUARY 18, 2018

. “I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. “When I give a company my money. Be Deliberate About Crafting the Customer Experience.

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Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. Bel Brands is the world’s third-largest branded cheese company, and the leader in sing-serving cheese portions. Internal Team Performance.

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Beyond Philosophy

OCTOBER 21, 2021

Like myself, Mead’s career is operational, starting as a customer service agent with a headset on for a water utility company where 90 percent of the calls were complaints. He was good at empathizing with customers and calming them down. However, he also realized that he couldn’t always help customers the way he should.

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Customer Bliss

DECEMBER 14, 2018

Amanda shares that even though Microsoft still holds on to its entrepreneurial spirit, which it has to, in order to come up with new and innovative ideas, the company has definitely had to adapt and compete for customers due to competitive pressures. With Organizational Maturity Comes Increased Responsibilities.

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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. When Gainsight examined the 2021 season, we picked out three critical areas employees and companies seem to be currently focusing on. . Culture is the Glue.

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Help Scout

APRIL 29, 2021

For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Every company has a culture, and it isn’t something you can directly build. What does a customer service culture look like?

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Oracle

OCTOBER 22, 2018

His writing and research have clarified the importance of memory and why it elevates companies and their people when they embrace memory creation as pivotal. ” Companies that stand out and earn organic and word-of-mouth growth do so because they think about the experiences they want their customers to remember—and come back for.

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Kitewheel

JANUARY 7, 2020

The head of marketing may be responsible for how customers interact with content online or in digital ads, while the sales leader may ensure salespeople are adequately coached in a customer-focused sales approach. This might be a chief customer officer, the head of marketing, or the CIO.

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Gainsight

APRIL 29, 2021

The discussion brought up the natural corollary subject that no one ever asks or talks about: How do we measure the ROI of our Sales team? Counterfactuals are, by definition, impossible to answer with 100% confidence since you never know “what would have happened” with an alternate decision. Unhappy customers don’t tend to buy.”

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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. . They must find sophisticated, yet simple, solutions for their complex companies. We know what’s going on there.

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Gainsight

SEPTEMBER 29, 2021

For example, some companies ask for seven years of experience in CS operations in a field less than ten years old. While every company is different with varied needs, Gainsight is always working towards industry standardization. We have seen teachers that become excellent Customer Success Managers.

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ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. Looked at how to bring sales and customer service together.

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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. Retention and More.

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CX Journey

JANUARY 26, 2016

That aligns well with Google's definition of DNA: the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable. That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA.

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Help Scout

SEPTEMBER 14, 2021

As a small business, you actually have some advantages over larger companies. Instead of trying to simply keep up, you should double-down on the things larger companies can’t do to get ahead. One example he shared was solving a customer issue quickly, even though it was outside of standard working hours.

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ChurnZero

AUGUST 21, 2020

Not only with their customers feeling pressure to show ROI and deal with a struggling economy, but also their leaders will depend on them to shore up the health of the company’s financials. In a major economic downturn, hard light is shined on Sales, Marketing, and Customer Success.

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Gainsight

FEBRUARY 16, 2021

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. Nearly every “category-creating” company ends up standing for something. I Have Nothing” without the Careers of Our Customers.

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Gainsight

FEBRUARY 5, 2019

You still must answer: Who should own the renewal number, Sales or Post-Sales? This is obviously a hotly debated topic across companies, so I’ll share my framework for how to think about where renewals and expansion can fit in your organizational structure. Let’s say you decide on CSM “owning” renewals.

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ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Customer happiness and product features won’t float the bill. . Companies are realizing that true growth comes after the customer commits to a partnership. Random acts of C S won’t suffice.

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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. That’s the perfect recipe for success!

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BlueOcean

MARCH 8, 2016

We’ve heard the story from one of our clients, a chief customer officer who told his CEO that he’d decided to outsource their customer service and was met with “Over my dead body.” Let’s preface the rest of this post by saying: clear definition of success metrics is critical to your outsourced program.

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ChurnZero

MAY 29, 2020

To avoid these perilous potholes and hone your focus, we asked ChurnZero’s CCO Abby Hammer about the Customer Success metrics she cares most about and why. Definition: Net Revenue Retention (NRR) calculates total revenue (including expansion) minus revenue churn (contract expirations, cancelations, or downgrades). Net Promoter Score®.

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Natalie Petouhof

JUNE 4, 2015

Key Principle #6: Future Markets: Healthcare, Government, Innovation, People, Passion… In a digital world, where business models are changing very fast (note not everyone agrees with this or sees it) business will need real-time data to make better decisions to make the customer experience the best it can be.

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ProProfs Chat

JUNE 30, 2020

Navigate when office politics is on the rise. But it definitely gives a great insight into how leaders can bring a lot on the table easily. Chief Customer Officer 2.0. Want a proven framework to help you launch and advance the customer experience transformation in businesses in every vertical around the world?

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Gainsight

JANUARY 10, 2022

Back in 2013, when Gainsight was a 20-person company, we recognized that there was a new community of people without a “home.” 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.

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SmartKarrot

OCTOBER 29, 2021

Thanks to their extensive experience coaching and interacting with customers, CS teams have an exclusive perspective as they are on the frontlines of the customer-company relationship. Their job role includes working on behalf of the customers daily. This very reason makes them the most powerful voice of the customer.

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ChurnZero

NOVEMBER 1, 2019

Abby fears a disengaged customer because she knows the great things that can be accomplished when a customer puts in the work (please please!). When a disengaged customer won’t talk to her she likes to…wait, are you still there? Abby Hammer, Chief Customer Officer. Oh, the horror! KNOW IT ALL.

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