SmartKarrot

DECEMBER 3, 2020

What stays common between each member of your customer success company is the need to satisfy a hungry customer. Now many such designations and roles are designed to look after the specific needs of a customer. Both strive to bridge the gap from a company’s point to interact with a customer. Onboard new prospects.

Chief Customer Officer 10

Chief Customer Officer Customer Success Metrics Return on Investment 10

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

ClearAction

JANUARY 8, 2024

Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Higher growth, with sustained upward trends, result from customer-aligned organizations. 24 Ways to Boost 2024 CX ROI. Otherwise, you’re in a Ponzi scheme.)

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

ChurnZero

AUGUST 21, 2020

So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of Customer Success. So, without further ado, here’s what our Customer Success experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of Customer Success, Betterworks.

Customer Success 84

Customer Success Chief Customer Officer Trends Sales 84

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

Gainsight

DECEMBER 14, 2020

Our Chief Customer Officer, Ashvin Vaidyanathan , talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview , a global leader in work and resource management (WRM). Ashvin: Hello, Garin!

Customer Success 52

Customer Success Customer Journeys Chief Customer Officer Guidelines 52

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.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. We know that if they adopt, ROI will happen naturally!

Software 52

Software Customer Success How To CRM 52

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! According to the 2020 Forrester report, The Business Case For Customer Success Management, customer success plays a critical role in retaining customers.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success Self Service Chief Customer Officer Trends 73

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

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. Does it cost you when you reduce value to customers?

Metrics 62

Metrics Effort Score ROI Policies 62

Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. versus $0.63

Trends 52

Trends Net Promoter Score NPS Return on Investment 52

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

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success Self Service Chief Customer Officer Trends 49

Gainsight

APRIL 27, 2020

From the beginning, we’ve said that Customer Success is not just a department – it’s a company-wide priority. We even wrote about how CEOs need to take more ownership of Customer Success. But one voice hasn’t been prominent enough in the Customer Success dialogue – Finance. telehealth companies).

Chief Customer Officer 59

Chief Customer Officer ROI Hospitality Customer Success 59

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

Gainsight

MARCH 9, 2020

Our CCO, Ashvin Vaidyanathan , and our Chief Strategist, Ruben Rabago , were honored to be invited to do an AMA (Ask Me Anything) on Reddit last week. Additionally, the Customer Success Subreddit is a great place to connect and network with other practitioners and leaders. If you’re on Reddit, you should definitely join!

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

ChurnZero

FEBRUARY 23, 2021

How are today’s Customer Success teams using these forecasting factors to get and stay ahead of their customers’ needs and wants? To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores.

Metrics 80

Metrics ROI Customer Success System 80

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

FEBRUARY 9, 2022

At such times, CCO is the only leader who has to bear the brunt; after all, customer success is at an adolescence phase! Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The CCO’s guide to winning budget for customer success.

Customer Success 10

Customer Success Chief Customer Officer ROI Financial 10

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Gainsight

JUNE 9, 2021

Whether you wanted to hear about Customer Success (CS) and Sales alignment, scaling through hypergrowth, or health score iterations, we had a little something for everyone. Here are the track highlights: Chart-Topping Customer Success Operations. The answer? Fine-tuning through efficiency? That’s a race that can be won!

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Strategy 64

Strategy Marketing Case Study Effort Score 64

SmartKarrot

APRIL 27, 2022

The Chief Customer Officer or the CCO is a C-Suite executive responsible for customer success strategies and plans. They report to the CEO and need to be engaged in every key customer-related- strategic meeting. Add data, examples, and illustrations. A lot of data can be terrible for the presentation.

Chief Customer Officer 10

Chief Customer Officer Return on Investment Customer Success Meeting 10

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. Companies were guilty of over surveying their customers.

NPS 52

NPS Effort Score Survey Roadmap 52

Kayako

OCTOBER 23, 2017

For example, when I worked at Payfirma, the customer support team was put in charge of reducing churn. I remember protesting strongly: sales are selling to the wrong people, the product has missing features, marketing isn’t giving us customer success content! Sunan Spriggs, the Chief Customer Officer, calmly replied, “Exactly.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

SmartKarrot

JULY 27, 2020

Customer success! Goes without saying, customer success resources break the internet with a humongous flow of information, but it is kind of at sixes and sevens. Chief Customer Officer 2.0: Customer success blogs have a lot to do with customer success software and customer success association.

Resources 10

Resources Customer Success Chief Customer Officer Customer Retention 10

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Irit: Hi everyone.

Metrics 98

Metrics How To Effort Score Self Service 98

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio Martins.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

JUNE 5, 2020

Customer Success (CS) as a business function has seen enormous growth in the SaaS industry within the last decade. With an evolving need of mutually beneficial relationships with their customers, companies are investing more on building a customer success team. Product success is different from Customer Success.

Customer Success 10

Customer Success Chief Customer Officer Effort Score Metrics 10

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio Martins.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. Organic customer engagement has highest viral power.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Irit Ezips is the Chief Customer Officer and CEO at CSM Practice. Irit has played a pivotal role in shaping Customer Success best practices and methodologies. Q: Please introduce yourself.

Management 52

Management How To Effort Score Customer Success 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. Q&A Recap.

Customer Success 49

Customer Success System Customers Software 49