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. Our #1 goal is to earn customers’ business for life!

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

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

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap. In there we get the experiential metric.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

SmartKarrot

FEBRUARY 21, 2022

As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. This is where the voice of the customer can become a key determining factor in tracking real-time issues that customers are complaining about.

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . 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

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. how to sell your customer success tool to them. how to sell your customer success tool to them. The Impact of selling a customer success software to the C-suite.

Customer Success 18

Customer Success Software Chief Customer Officer How To 18

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”. Never get ghosted by a customer again.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Like what you are reading?

Culture 10

Culture Chief Customer Officer Net Promoter Score Effort Score 10

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

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

JUNE 18, 2020

At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide , Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. Customer success analytics weren’t always perfectly integrated.

Healthcare 52

Healthcare Effort Score Chief Customer Officer NPS 52

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Chattermill

MAY 12, 2019

in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Delivering Happiness underscores the importance of strong company culture, that making employees and colleagues happy will lead to higher engagement and better customer satisfaction. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. What are the aspects of success you haven’t been able to implement because you just don’t have the time or budget? Think Scale. How about 400?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Qualtrics

AUGUST 20, 2021

When I’m talking to internal clients and they say, for example, ‘Our NPS went down 20 points!’ As far as what we see across our clients for relationship programs, an annual CSAT NPS-type survey, 20-30% B2B response is average. We always send our surveys from our CEO or CCO (Chief Customer Officer),” she says.

B2B 26

B2B NPS Hospitality Chief Customer Officer 26

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

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

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

MARCH 24, 2016

Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years. How is Customer Success structured at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best.

Customer Success 59

Customer Success ROI Effort Score Metrics 59

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Now more than ever Customer Success is essential to the long-term success of your entire organization. Now more than ever Customer Success is essential to the long-term success of your entire organization. Your CRM is Not Enough!

CRM 63

CRM Customer Success e-support Chief Customer Officer 63

Kustomer

AUGUST 19, 2021

Gaining the favor of members in the C-Suite is key to building a strong, customer-minded culture. 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. Being Culturally Sensitive for Global Success.

Culture 98

Culture Chief Customer Officer NPS B2B 98

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

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. The discussion revealed that customer success has moved beyond being a standalone function.

Customer Success 8

Customer Success Strategy Chief Customer Officer Net Promoter Score 8

SmartKarrot

JANUARY 1, 2024

The discussion among customer success professionals, Shagun from What Fits, Anindra from Mately Extreme, and Darshan from the Customer Service Revenue team delved into the evolving landscape of customer success strategies. The discussion revealed that customer success has moved beyond being a standalone function.

Customer Success 8

Customer Success Strategy Chief Customer Officer Net Promoter Score 8

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. What gets rewarded is the strongest shaper of company culture.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. What gets rewarded is the strongest shaper of company culture.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

Kustomer

DECEMBER 9, 2021

As so many guests on our podcast have pointed out before, the happier that CX agents are, the better outcomes they produce in customer interactions. When agents are happier in their jobs, this leads to higher NPS scores and overall customer satisfaction and loyalty. She is currently the CEO and founder of Customer Bliss.

Airlines 98

Airlines Policies Hospitality Effort Score 98