Customer Bliss

MAY 2, 2019

Once a CSM was in place, she was able to really scale and grow the customer base. Rosalyn talks about the customer delight approach, which people talk about a lot. She said that though people were happy to receive flowers and nice messages, it didn’t correlate to customer retention. ” About Rosalyn Curato.

Company 149

Company Strategy Chief Customer Officer Financial 149

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Customer Bliss

OCTOBER 11, 2018

You need to know where you’d initiate this trigger in the customer journey. You segment your customer base and give them access to your talk trigger. In the best companies, the customers do the marketing. Talk Triggers is the instruction manual for making businesses grow with customer conversation.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

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

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. We increased or we grew this customer base, which we all as a united organization must work together to earn,” and that, changes everything.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. 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.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

Chief Customer Officer 52

Chief Customer Officer Innovation Connections Leadership 52

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. What is a Customer Retention Rate and How do I Calculate It? Acquiring a new customer can be up to 25x more expensive than selling to existing customers.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Totango

JANUARY 21, 2020

Vice President of Customer Success /. Head of Customer Success. Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 15, 2021

As Customer Success hadn’t yet shown to be indefensible at every company, You Mon had cautioned that the function would need to prove itself. Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. Bigger budgets for Customer Success. And that they did.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer Metrics 57

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Organizations that refuse risk alienating large portions of their customer base. Looking to Give Your Customers an Unbeatable Experience?

Customer Experience 59

Customer Experience Self Service Chief Customer Officer Touchpoint 59

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. Interview Date: July 18, 2020. Irit Eizips: (16:13).

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI. Customer Retention.

ROI 10

ROI Measurement Customer Success Return on Investment 10

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. This allowed us to intensify our customer retention efforts.

NPS 52

NPS Effort Score Survey Roadmap 52

Amity

JULY 28, 2014

According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management (customer success management and customer experience management are often used interchangeably) are: Improve customer retention – (42%). How do you get the CEO to buy in?

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

ChurnZero

JULY 9, 2020

Although case studies primarily support bottom-of-funnel marketing, they can also benefit other customers by sharing new or unique ways of using the product. . How do you decide if a customer is the right fit? As your customer base expands, it’s helpful to develop a system of qualifications for determining case study candidates.

Strategy 64

Strategy Marketing Case Study Effort Score 64

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

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

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

SmartKarrot

OCTOBER 27, 2020

Few direct benefits of having a roadmap are: Customer retention. When you are progressively showing that customers are proceeding towards their goal, they remain intact to your plan. They give them the confidence to proceed with the set of actions that are needed for customer retention. Operational efficiency.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

ChurnZero

OCTOBER 25, 2019

To help you and your team with this arduous process, please join our panel-style webinar to hear advice on: End-of-year retention and upsell efforts. Customer Success operations planning. Moderator: Abby Hammer, Chief Customer Officer, ChurnZero. Panelists: Geeta Arora, VP of Customer Success, LeagueApps.

Customer Success 49

Customer Success System Customers Software 49

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. VP of Customer Success : This person oversees the development and implementation of CS strategies, manages the existing customer base, and handles the management and growth of the CS team.

Customer Success 93

Customer Success Chief Customer Officer Customer Centricity Sales 93

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

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

Consulting 89

Consulting Customer Success Strategy Chief Customer Officer 89

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

JULY 3, 2021

Customer experience wasn’t always the trendy topic it is today. Brands typically prioritized competitive pricing and product development over the actual experience of their customers. So why is customer experience significant all of a sudden? Who’s responsible for customer experiences at your company?

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. How was your journey to Customer Success Head and opening your own company?

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

Over the last year even more, because it is known that onboarding sets the tone for a customer’s entire lifecycle. Customer retention, churn prevention, all of those efforts start at the very beginning. As soon as a customer signs a contract and onboarding kicks off, retention should be underway.

Metrics 52

Metrics How To Effort Score Self Service 52