C3Centricity

MAY 11, 2020

As mentioned above, everyone has a role to play in satisfying and delighting the customer. It is not the job of marketing, sales or market research alone to understand their needs. It is vital that each employee thinks customer first and ensures that every action and decision they make is customer centric.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Customer Bliss

FEBRUARY 12, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

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.

Chief Customer Officer 91

Chief Customer Officer Customer Success Handbook Knowledge Base 91

Gainsight

JUNE 2, 2022

But it’s not only the excitement about the return of Pulse to the Moscone West Center, attendees, vendors, speakers, parodies, and, of course, the puppies. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Now, the experience is back!

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Amity

JANUARY 25, 2017

This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers. Sometimes, it’s nice to talk with other Customer Success Professionals.

Customer Success 48

Customer Success Chief Customer Officer Groups Customer Retention 48

Customer Guru

DECEMBER 13, 2017

Only through constant communication and action can the CEO shape the organization’s focus towards customer experience. This is, of course, the biggest miss I have seen throughout my experience of working as a CX professional. Employees don’t understand what good customer experience means.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

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. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

e-support 64

e-support eBook Chief Customer Officer B2B 64

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. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We know this to be true in our own jobs, so why wouldn’t we want the same for our customers?

Strategy 64

Strategy Marketing Case Study Effort Score 64

CustomerSuccessBox

JUNE 7, 2022

They just don’t feel, you know, maybe their expectations weren’t met between the sales process and then the reality of being a customer. I really believe that if employees are really miserable and you have high employee turnover is going to lead to unhappy customers. Q: Automation vs In-person vs remote retention.

Management 52

Management How To Strategy NPS 52

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. What is Customer Goodwill?

e-support 53

e-support Tips Chief Customer Officer Software 53

SmartKarrot

JANUARY 5, 2022

Irit is an immaculate Customer Success Strategist who balances strategic thought-leadership with hands-on tactical management to create rapid results. She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

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. Today we are talking about your business and how to achieve success with your existing customers.

How To 98

How To Customers Communication Customer Success 98

ChurnZero

OCTOBER 25, 2019

And then one of the other things you can do is say well, let me share with you what I see happen with most customers when they go through and implement software and you tell me if this fits your organization. A: I would say it should really start during the sales process. Customer Success operations planning.

Customer Success 49

Customer Success System Customers Software 49

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

OCTOBER 28, 2021

Speakers: Abby Hammer , Chief Customer Officer, ChurnZero. Jay Nathan , Chief Customer Officer, Higher Logic. For example, Sales might want you to be something because it’s going to help them in some way. We actually helped some customers do that back in the day. Q&A Recap.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

But some of the most common metrics you want to track include CSM engagement (meetings, emails), support tickets (volume, frequency, topics), and resources (engagement with help guides, courses, videos, etc.). The customer’s perception of success is everything. We’ve got 68 customers in onboarding right now.

Metrics 52

Metrics How To Effort Score Self Service 52

SmartKarrot

JULY 27, 2020

The 10 Principles Behind Great Customer Experiences – Penned by Matt Watkinson, this book bagged the CMI Management Book of 2014 award as well as the Innovative & Entrepreneurship Category at CMI Awards 2014. Chief Customer Officer 2.0: Courses & Certifications / Training. Customer Success Leaders.

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

SmartKarrot

NOVEMBER 11, 2020

The customer success space primarily strives on building optimal, long-lasting relationships over the course of time. In such a case, it is of high pertinence that they come up with a customer success org structure. It is a given that your customer’s success is your success. Customer Engagement Manager.

Customer Success 12

Customer Success Chief Customer Officer Policies Infographics 12