Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. I don’t want to spoil it for you, but that’s what we’re seeing in the second year of producing our annual study surveying the issues and trends affecting the CS industry. Numbers are the best.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Firsthand reactions from industry leaders. Q&A Recap.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

Kustomer

AUGUST 26, 2022

Customer experience (CX) professionals have to make a concerted effort to keep up with the ever-changing CX field. Podcasts are a tried and true way for these professionals to not only learn but to keep listeners up to date with technological advances within the industry. Have they worked in the industry? For how long?

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Groups 81

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. Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot . 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Customer Success 52

Customer Success Chief Customer Officer Leadership Customer Retention 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

CX Journey

OCTOBER 3, 2017

there was a company that was losing employees, customers and, ultimately, money. the leadership team became more and more frustrated, not understanding what was happening. they hired a Chief Customer Officer and a Chief People Officer. at the end. So, imagine if you will. Once upon a time.

Chief Customer Officer 126

Chief Customer Officer Transportation Culture Leadership 126

SmartKarrot

DECEMBER 12, 2023

In the rapidly evolving landscape of the tech industry, the role of Customer Success (CS) has gained significant prominence. She emphasizes the need for a consultative approach, the ability to ask insightful questions, and a genuine interest in customer well-being.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

Education Services Group

FEBRUARY 16, 2022

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! The report concluded that the main obstacle to transformation was allocating enough resources to the change effort and the researchers believe that finding is an indication that the leadership teams lacked conviction to act.

Chief Customer Officer 52

Chief Customer Officer Customer Journeys Customer Centricity Social Media 52

C3Centricity

MAY 11, 2020

The initiative must have an executive sponsor and a passionate and charismatic leader, to excite and drive the whole organisation towards a more customer-centric approach to business. Bain & Company research shows that increasing customer retention rates by 5% increases profits by between 25% and 95%.

Strategy 194

Strategy Customer Centricity Chief Customer Officer CRM 194

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

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. She is an expert on customer-centric leadership, and an active tweeter.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

CustomerSuccessBox

AUGUST 16, 2022

The customer Success (CS) industry has grown exponentially in the last couple of years. A fantastic approach to discovering the key players in the customer success industry and what they’re up to is through podcasts. Customer Success Podcast is often the ultimate reservoir containing the valuable content you need!

Customer Success 52

Customer Success Chief Customer Officer B2B Leadership 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. That couldn’t happen without impeccable leadership. We are about product-led growth.

Chief Customer Officer 52

Chief Customer Officer Innovation Leadership Connections 52

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

Storyminers

JULY 6, 2020

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Bill Quiseng. Bob Thompson.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Bill Quiseng. Bob Thompson.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

DECEMBER 5, 2023

This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. There you can see the equations for 24 customer experience metrics expressed in money rather than percent or scores, making financial gains obvious. In most industries, customers are the only losing party.

Metrics 62

Metrics Effort Score ROI Policies 62

ChurnZero

MAY 12, 2020

Description: In the only podcast dedicated to customer-centric growth leaders in the B2B SaaS and tech space, we share conversations with industry executives who are actively growing and scaling their businesses with a customer-first approach. Host: Nate Fiedler , Customer Retention Strategy Manager, Box.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

ClearAction

MAY 29, 2016

There’s a big difference between distinct transaction experiences and the cumulative customer life cycle experience. The end-to-end customer experience is affected by the entire value chain across the company. While there is a certain success rate in customer retention tactics, it is prone to similar efforts from competitors.

Marketing 97

Marketing Customer Experience Chief Customer Officer Social Media 97

SurveySensum

JULY 14, 2020

He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. She has an accumulative experience of 16 years in the Audit and Banking industry. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

DECEMBER 10, 2018

Gainsight CEO, Nick Mehta, shares why it’s so important for Customer Success and Product to work together and how Gainsight’s acquisition of Aptrinsic, a product-led growth platform, will drive these initiatives. “In What is a Customer Retention Rate and How do I Calculate It? Customer Success Slack Channel.

Customer Success 71

Customer Success Net Promoter Score Chief Customer Officer Metrics 71

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Without a customer-centric vision and leadership, CX initiatives are bound to fail. The future of customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

ChurnZero

MARCH 3, 2020

I’m not talking about a vacation (although those days off are also oh so very important) but I’m talking about, stepping out of the office for a day or two to attend a conference. Conferences, forums, and workshops are a great way to brush up on your skills, learn new ones and hear from thought leaders and experts in your industry.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

ijgolding

OCTOBER 3, 2016

How many customer segments should we have? Should we have a Chief Customer Officer. What is fascinating about the questions I am asked, is that more often than not, most organisations have started their journey to becoming Customer Centric. How many people should we have in our CX team? I could go on.

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ChurnZero

DECEMBER 29, 2020

Customer Success vs. Sales. Whether Customer Success or sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

SmartKarrot

JANUARY 5, 2021

Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. Acclaimed multiple times as a top-notch Customer Success leader, Peter is the Senior Director, Customer Success Enablement and Thought Leadership at Oracle.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ChurnZero

DECEMBER 20, 2019

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 . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year. Marley Wagner , Sr.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

Gainsight

JUNE 18, 2020

If you’re in the healthcare industry, you may be particularly interested in my conversation today with athenahealth ’s Laura Salonga and Ed Smith. Laura: A few years ago, athenahealth noticed that it was having challenges with client retention, NPS scores and sales growth. My team was able to get leadership buy-in.

Healthcare 52

Healthcare Effort Score Chief Customer Officer NPS 52

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. How Marketing Can Excel in Customer Experience Management.

Marketing 48

Marketing Customer Experience Chief Customer Officer Self Service 48

SmartKarrot

JANUARY 5, 2022

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. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Rick Adams.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23

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. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

MARCH 8, 2022

Now get ready to be inspired as we shine a spotlight on these powerful women and how their achievements are shaping the industry. Her portfolio is gilded with leadership roles like board director, investor, COO, and P&L owner. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy. Allison Pickens.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

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.

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NPS Effort Score Survey Roadmap 52