CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one. Go big on customer retention.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

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

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. What is customer lifecycle management in plain English?

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. Beloved companies do a set of deliberate things to be the kind of company that customers want to be a part of, and employees can’t wait to be a part of. ” Did You Honor Your Customer?

Metrics 195

Metrics Chief Customer Officer Video Customers 195

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 94

Customer Success Chief Customer Officer Customer Centricity Sales 94

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

Customer Bliss

MAY 2, 2019

Train Your Customers on How to Effectively Use Your Product. Rosalyn and her team invested in training customers on site. The Allovue team spent dedicated time with customers so they could specifically learn how to use the product and get value out of it. While focusing on retention, Rosalyn started to see a pattern emerge.

Company 149

Company Strategy Chief Customer Officer Financial 149

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

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

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 Handbook Customer Success Knowledge Base 91

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Your customer’s success is your success. Vice President of Customer Success /.

Customer Success 84

Customer Success Chief Customer Officer Software Customers 84

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

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. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics. CSM & Product’ Is the New ‘Sales & Marketing’.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about CS Operations.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

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. Customer results will sell, not features. The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Ed Powers , Customer Success Consultant. Be prepared,” he forewarned.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

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. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

Customer Success 85

Customer Success Survey Chief Customer Officer Customers 85

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. Why did you choose Customer Success and what was your background?

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

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. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

Customer Experience 59

Customer Experience Self Service Chief Customer Officer Touchpoint 59

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. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. The Interview. The Interview.

How To 98

How To Customers Communication Customer Success 98

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

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

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? Let’s review why customer experience matters for your brand now and in the future.

Brands 59

Brands Customer Experience Customer Journeys Social Media 59

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? If you are committed to truly helping your customers grow, you need to make them the best at what they do.

Strategy 64

Strategy Marketing Case Study Effort Score 64

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. Their job role includes working on behalf of the customers daily. Like what you are reading?

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

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. So, how can we quantify those returns generated by customer success?

ROI 10

ROI Measurement Customer Success Return on Investment 10

Amity

JULY 28, 2014

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? Improve customer satisfaction – (33%). And to add more fuel to the fire: The probability of selling to an existing customer is 60 – 70%. Customer success doesn’t just happen.

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

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. How they reached this level of customer engagement .

NPS 52

NPS Effort Score Survey Roadmap 52

ChurnZero

OCTOBER 25, 2019

Q&A: Rethinking Customer Onboarding to Accelerate Success. . Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Where do you fall? Q&A Recap.

Customer Success 49

Customer Success System Customers Software 49

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

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 98

Metrics How To Effort Score Self Service 98

ChurnZero

JUNE 17, 2022

Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. You don’t want your customers biting off more than they can chew. At the same time, your onboarding needs to be fairly intensive so that customers see early success, not only potential.

Metrics 52

Metrics How To Effort Score Self Service 52