Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Metrics Customers Trends 97

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

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

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 sales team is representing the product as it is today and not as they hope it will be tomorrow. Success means moving the relationship beyond the sale.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

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.

Customer Success 90

Customer Success Customer Journeys Resources Touchpoint 90

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

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

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). Annette Franz.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? But of course, you’re far from alone in feeling this way. I have a few tips to help you drive customer success software adoption that sticks.

Software 52

Software Customer Success How To CRM 52

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

Gainsight

OCTOBER 9, 2019

And I’ve hit a goldmine of opportunities in the customer success profession. As I’ve tweeted many times, the customer success leadership job market is white hot. We’ve learned five key things about hiring customer success leaders: 1. — Nick Mehta (@nrmehta) September 24, 2019.

Customer Success 58

Customer Success Chief Customer Officer Leadership Customer Centricity 58

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Sometimes, it’s nice to talk with other Customer Success Professionals.

Customer Success 48

Customer Success Chief Customer Officer Groups Customer Retention 48

ClientSuccess

OCTOBER 10, 2018

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.

Customer Success 70

Customer Success Management Chief Customer Officer Customers 70

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Aquisition was driving the focus of the sales team and operations, but he wanted to emphasize a strategy for retention.

Strategy 111

Strategy Customer Experience Chief Customer Officer Call Center 111

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

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?

Customer Success 68

Customer Success Management Chief Customer Officer Course 68

Gainsight

APRIL 13, 2022

But when they take a new direction of incredible growth and scale, we have a sense of pride that we are a part of their success. In this webinar episode, Kellie and Meenu’s discussion centered around two core things: scaling customer success and the related topics of CS digital motions and partner ecosystems. Career Superpowers.

Chief Customer Officer 52

Chief Customer Officer Self Service Customer Success Sales 52

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success.

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

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! We are about CS Operations.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

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.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

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

Gainsight

JULY 27, 2021

However, among these stories on opposite ends of the spectrum, there is a bright light for SaaS and tech companies—many began to realize that Customer Success is a growth engine for business. As a result of that surge, career opportunities in Customer Success have soared.

Chief Customer Officer 52

Chief Customer Officer Trends Hospitality Industry 52

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?

Customer Success 48

Customer Success How To Chief Customer Officer Course 48

Gainsight

DECEMBER 2, 2019

This guide is a crash course on the buzzwords that make SaaS, well, SaaS. The Right Financial Metric for Customer Success: Gross Retention or Net Retention? The Right Financial Metric for Customer Success: Gross Retention or Net Retention? “If If you need more revenue, invest in Sales.”

Customer Retention 52

Customer Retention Resources Strategy Chief Customer Officer 52

CustomerSuccessBox

DECEMBER 13, 2021

Maranda (VandenBroek) Dziekonski is the Chief Customer Officer at Swiftly, Inc. is a Data Platform that provides reliable data to 95+ city transit networks around the world and has helped customers improve arrival predictions by up to 30% and complete planning projects up to 90% faster. Pre-sales / Post Sales).

Chief Customer Officer 52

Chief Customer Officer Sales Customers Tips 52

Gainsight

APRIL 12, 2023

Of course, sometimes that is indeed true. Over the years at Gainsight, we’ve had a few—our first Chief Financial Officer and our first Chief People Officer, to name two—that had a massive impact. Invest in back-office systems early. There are many stories of legendary exec hires.

Self Service 52

Self Service Chief Customer Officer Software System 52

ChurnZero

AUGUST 11, 2020

As customers struggle to adjust and manage, they’ll want to know their troubles are being heard by the businesses they interact with. Customer Success teams are in a unique position to listen to their customers’ challenges. Customer Success Around the Web. I’m sure you have too.

Customer Retention 97

Customer Retention Strategy Knowledge Base Chief Customer Officer 97

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” We don’t think so.

Customer Success 48

Customer Success Chief Customer Officer Financial Sales 48

Customer Bliss

AUGUST 15, 2019

Analyze the product : Lee knew they had a good product, but he also needed a better understanding of customer issues and what could be improved. So he took the product training courses that customers initially go through, in order to understand the experience from their POV. People: How are customers trained?

Customer Experience 114

Customer Experience B2B Roadmap Metrics 114

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]. LinkedIn: [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . 5 Misconceptions Customer Success Has About Product . They say good things come in threes which takes no exception to us welcoming our new CCO, CMO, and VP of Sales to our powerhouse executive team. SIIA CoDiE Award Finalist .

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

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.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98