CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. In one case I found that the customer engagement model was neglected the most.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

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. Mike Rivisto and Jessica Countess, ServiceChannel. While their recent NPS score of 73.8

NPS 52

NPS Effort Score Survey Roadmap 52

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

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

SmartKarrot

OCTOBER 7, 2020

The mid-level roles are of a customer success leader while the higher roles are of a director or VP of customer success along with Chief customer officer as the highest role in this team. 2 Identify Customer’s Goals. . #5 5 Create a Roadmap for Customer’s Success.

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. 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

Alida

NOVEMBER 8, 2017

Balancing budget constraints, departmental priorities and revenue growth against customer success can be a challenge, even for the most seasoned of executives. As the newly appointed chief customer officer at Vision Critical, Kelly Hall is well aware of these challenges.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

ChurnZero

JULY 2, 2021

Over time, your customer base becomes more diverse and has more opportunities to churn. You agree to more one-off product enhancements and take on more custom work. But SaaS companies can get majorly derailed when they deviate too far too often from their product roadmap. Customer Success Around the Web.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

Kayako

FEBRUARY 13, 2019

Helping to develop a (small) team focused on increasing the engagement, NPS and health of your current customer base can be a huge win, and the best part is the systems are currently in place for new customers! Build a Holistic Customer Health Metric. The health metric is very much the holy grail of customer success.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. 3) Facilitate CX Adoption.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 13, 2023

As a result, CS teams will analyze their customer base to identify likely churn risks and revenue loss due to economic changes. They will then look to pivot how they engage customers to prioritize retaining customers in the short term. The role of chief customer officer moves into the limelight.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98