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

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Conference 98

Conference Customer Success Leadership Sales 98

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . billion people in the world connected to the internet and more than 3.499 billion active social media users. . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

DECEMBER 20, 2021

It’s only recently that customer success has emerged from being a “nice-to-have.” Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Why Customer Success Can Help VC Attention.

Banking 19

Banking Customer Success Net Promoter Score Chief Customer Officer 19

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience. Complete 360° Customer Visibility.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Gainsight

MARCH 9, 2020

Our CCO, Ashvin Vaidyanathan , and our Chief Strategist, Ruben Rabago , were honored to be invited to do an AMA (Ask Me Anything) on Reddit last week. Additionally, the Customer Success Subreddit is a great place to connect and network with other practitioners and leaders. Retention Rates, Expansion, etc.)

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

Gainsight

JUNE 10, 2021

They were our lifelines and connections to the outside world. They also took a look back on the inventions Gainsight introduced to the world such as healthscores, Journey Orchestrator, and many of the other pillars of customer success solutions as we know them today. Most of all, Gainsight set its team members up for success.

Innovation 52

Innovation Customer Journeys Chief Customer Officer NPS 52

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. All of this grows Customer Lifetime Value.

Metrics 62

Metrics Effort Score ROI Policies 62

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. 9 Must-Have Integrations to Level Up Customer Success Software. 9 Must-Have Integrations to Level Up Customer Success Software.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle is straightforward. It describes the process from the moment a company connects with a prospect—to becoming a customer—and ideally evolving into an advocate for the brand. The key to effectively managing a customer lifecycle is metrics. They can then use that score to power an automated play.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

The customer lifecycle is straightforward. It describes the process from the moment a company connects with a prospect—to becoming a customer—and ideally evolving into an advocate for the brand. The key to effectively managing a customer lifecycle is metrics. They can then use that score to power an automated play.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

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. Leadership.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

DECEMBER 27, 2019

It’s not surprising to see this post top our list since your churn rate is deeply connected to the quality of your customer’s onboarding journey. 5 Common Mist a kes Customer Success Managers Make When Managing Their Day . 5 Misconceptions Customer Success Has About Product . CSAT and CES and NPS, oh my!

e-support 64

e-support eBook Chief Customer Officer B2B 64

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? What that means is we help people manage, connect and protect their Apple devices.

Chief Customer Officer 52

Chief Customer Officer Customer Success Metrics Meeting 52

Gainsight

NOVEMBER 4, 2020

In the world of customer success, it’s all about proving value, raising visibility, and understanding the customer, particularly in a time of fiscal “belt-tightening.” Suppose your customer, especially your executive stakeholders, don’t see the value your product or service gives them.

Tips 52

Tips Management Chief Customer Officer Engagement 52

Kayako

OCTOBER 23, 2017

I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly. This means passing valuable feedback from customers directly to Product Managers.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.” Angus Yang.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

CloudCherry

DECEMBER 1, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. Customer experience comprises the entire customer journey.

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Strategy 64

Strategy Marketing Case Study Effort Score 64

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. Customer experience comprises the entire customer journey.

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

Chattermill

MAY 12, 2019

Zappos founder Tony Hsieh’s book is essential reading for all customer experience professionals. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Chief Customer Officer 2.0 Bestselling author Jeanne Bliss’ Chief Customer 2.0 looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

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

Gainsight

JUNE 4, 2019

Now customer success has its own prestigious award! We wanted to save a spot on the biggest stage in customer success to honor teams that made an impact in four different categories over the last year. So we asked you, the customer success community, to nominate your peers to be recognized.

Chief Customer Officer 8

Chief Customer Officer Innovation Conference Customer Success 8

CSM Practice

DECEMBER 4, 2020

Video Title: How to Prove Value to Customers. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP.

How To 69

How To NPS Customers Customer Success 69

Gainsight

FEBRUARY 16, 2021

You may wonder what does college basketball and customer success have in common. Many think success starts at the team level. That is why success begins at the top. . Your coach, or in this case a Chief Customer Officer or VP of Customer Success , must have a vision, plan, and direction.

Customer Success 52

Customer Success Chief Customer Officer Analytics Analysis 52

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