Gainsight

NOVEMBER 3, 2021

Because of this, 100% of SaaS companies are investing in Customer Success. But the reality is that not every CEO is actually doing Customer Success well : One of the biggest questions on the minds of CEOs is “how should I structure Customer Success?” But what about your customers?

Chief Customer Officer 59

Chief Customer Officer Company Customer Success Sales 59

Gainsight

APRIL 14, 2022

We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. In fact, customer success is the critical growth engine driving net revenue retention (NRR) for subscription-based businesses. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. When I started out in 2019, not many knew what a Customer Success Manager (CSM) was.

Customer Success 59

Customer Success Chief Customer Officer Customers Metrics 59

Retently

OCTOBER 19, 2018

Overall, it seems like the easiest way to solve that is to have someone specialized in customer experience in charge of the whole process – both to make sure everything is going as it should and that the majority of the C level can focus on other matters. Well, that’s where the Chief Customer Officer comes into play.

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Chief Customer Officer Customer Centricity Call Center Metrics 79

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Chief Customer Officer Customer Care Metrics Innovation 131

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play. That’s Totango’s mission.

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Chief Customer Officer Conference Customer Centricity Customer Success 55

CSM Practice

AUGUST 3, 2020

is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. We want to ensure initial deployment is successful.

Sales 98

Sales Customer Success Chief Customer Officer Strategy 98

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

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Chief Customer Officer Customer Centricity Metrics CRM 91

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Customer success is a team effort, more Avengers than Batman.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. One persuasive technique is to compare expansion CAC to new customer CAC.

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Gainsight

MARCH 7, 2022

Over the past few years, we’ve been keeping our eye on an incredibly positive trend in the most successful companies: closer, more collaborative relationships between Customer Success and Product teams. . And now, we’re seeing more and more companies recognize that neither team can drive success by themselves.

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Customer Success Roadmap Chief Customer Officer Feedback 103

Gainsight

FEBRUARY 9, 2022

I’d love to get your input on our Customer Success Organization.”. It’s so encouraging to see CEOs leaning into Customer Success. Inevitably, CEOs and leaders have the following common questions around how a Customer Success Organization should look: What should my Customer Success strategy be?

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Customer Success Chief Customer Officer Report Sales 52

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 101

Customer Success Tips Chief Customer Officer Leadership 101

Education Services Group

AUGUST 31, 2022

Speakers: Chris Singh , Chief Customer Officer, Blackbaud. . CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. Q&A Recap.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Retently

JULY 28, 2023

Well, that’s where the Chief Experience Officer comes into play. CXO stands for Chief Experience Officer. People might also refer to this position as Chief Customer Officer, Chief Customer Experience Officer, Chief Client Officer, or Chief Customer Service Officer.

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Chief Customer Officer Customer Centricity Call Center Metrics 119

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero.

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Customer Success Chief Customer Officer Leadership Study 52

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. It’s not just a team.

Customer Success 59

Customer Success Strategy Chief Customer Officer Conference 59

Gainsight

MARCH 15, 2022

And now that customer success (CS) is the carrot every company is dangling to woo the best-and-brightest talent, you’ll often find job descriptions that tout the company’s rock-solid commitment to CS. How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? Game nights with the C-suite!

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

ChurnZero

JANUARY 14, 2020

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. . LinkedIn launched Data Validation, a feature that helps Customer Success professionals manage their contacts and ensure they have the most up-to-date contact data.

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Data Sales Chief Customer Officer CRM 81

Customer Bliss

APRIL 25, 2019

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2B customer success and delight.

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Chief Customer Officer Customer Success B2B Consulting 170

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? The CSM perspective: how to encourage the adoption of Customer Success software. That’s okay. I have a few tips to help you drive adoption that sticks.

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Software Customer Success How To CRM 98

ClientSuccess

NOVEMBER 20, 2020

The top customer success conferences are also great places for CSMs and team managers to workshop with others in the industry and start mapping out strategies for the year ahead. Here are a few must-attend customer success conferences scheduled to take place in 2021: 1. Chief Customer Officers Conference – [link].

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Conference Customer Success Chief Customer Officer Leadership 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.

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

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Conference Customer Success Leadership Sales 98

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

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Study Customer Success Chief Customer Officer Leadership 87

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

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Customer Success Metrics Customers Trends 97

ChurnZero

JANUARY 22, 2021

So, you signed up for a Customer Success gig and now your boss wants you to upsell? But I didn’t want a job in sales!”. If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. Apply a language framework to “get into” the sales conversations.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

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Chief Customer Officer Self Service Roadmap Customer Success 10

Gainsight

FEBRUARY 18, 2022

With so much emphasis on employee change, organizations and businesses, especially tech and customer success, are scrambling to find CSMs, grow them, and keep them on their teams. Thomas explained that none of their work would be possible without a centralized approach to customers. A CS Charter that Addresses Success and Value.

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Customer Success Chief Customer Officer Customer Centricity Healthcare 97

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.

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Customer Success Net Promoter Score Effort Score NPS 93

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

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Chief Customer Officer Customer Success Leadership Consulting 53

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

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. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best.

Study 52

Study Leadership Customer Success Chief Customer Officer 52

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

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.—

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Chief Customer Officer Consulting Customer Success Groups 81

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. dence to own their role in the customer relationship.

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Customer Success Chief Customer Officer eBook Culture 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: .

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Customer Success Survey Chief Customer Officer Customers 85