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. While their recent NPS score of 73.8 While their recent NPS score of 73.8

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ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Customer Success Vice President/Director .

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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.

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Alida

JULY 6, 2017

For concrete ideas on how companies can scale their CX programs, we recently sat down with Kia Puhm , a Toronto-based executive with over 22 years of experience in customer success, marketing and software engineering. Puhm’s leadership experience includes stints at Oracle, Eloqua and Adobe. She is now the principal of K!A

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Gainsight

OCTOBER 13, 2022

Chief financial officers should consider moving from an annual budget to monthly forecasting . Chief customer officers should consider ways to efficiently scale. Chief revenue officers should consider reinvesting in account management. CS, it’s time to own NRR. Invest in digital CS.

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Gainsight

JUNE 21, 2022

From the Index, three primary trends that companies are pointing their customer success teams and organizations towards emerged, and they deserve further highlighting: Integrating customer success into expansion and renewals. Improving user NPS with success plans. Simple strategies for newly formed Customer Success teams.

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Gainsight

MARCH 7, 2022

NPS, onboarding) . The good news about customer success maturation is that we’re never done,” said Donald Hammons, a Chief Customer Officer and Executive Vice President. Customers win when they know we’re laser-focused on always improving and focused on the value uplifts we can provide to them.”.

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Gainsight

FEBRUARY 9, 2022

NPS or reference ability). You can roll these up into a customer health score and focus the CSMs on improving client health. Who You Are : Seed-funded or Series A/B venture-funded startup; with a customer Average Contract Value < $75K. NPS or reference ability). a President or Chief Revenue Officer).

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Gainsight

APRIL 21, 2022

5 Ways We Improved Onboarding NPS from +14 to +85 in One Year. 5 Ways Chief Customer Officers Can Drive Net Revenue Retention. Learn How To Better Anticipate and Predict Customer Renewals. The post The Ultimate List of Customer Success Resources For 2022 appeared first on Gainsight Software.

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Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience. How is it used?

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Wootric CX Blog

JULY 1, 2020

The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon the closure of a customer support case or other event captured in Freshdesk. This customization boosts response rates and improves the quality of the feedback received. .

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Net Promoter Score Chief Customer Officer Effort Score Touchpoint 52

Horizon CX

DECEMBER 31, 2018

For example, viable and extremely capable Journey mapping software that previously required serious investment can now be obtained for a fraction of the cost. Case in point—How many more articles are necessary to explain NPS? Customer Journey Mapping is another case in point. We just need to become more reasonable.

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Customer Journeys Chief Customer Officer NPS Consulting 100

Gainsight

MARCH 15, 2022

In other words, does what the company considers ‘healthy’ align with what matters to the customer?”. Gainsight’s own Chief Customer Officer, Kellie Capote, digs in deeper on metric questions she’d want a company to answer. The post Is Your Company Serious About Customer Success?

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SmartKarrot

APRIL 6, 2021

The Impact of selling a customer success software to the C-suite. Just 40 C-level customers will generate nearly 70 percent of the B2B business. Also, there are increasing opportunities C-level relationships can create including customer references, getting into various publications, and more. Like what you are reading?

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Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Her path to this role started as a software engineer.

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Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization. Meet Totango at Chief Customer Officer Fall 2018 Conference.

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Gainsight

MARCH 9, 2020

Ruben: Early in the advent of this new category and profession, the primary metrics that CS teams were being measured on were Retention (primarily Gross Retention) and NPS. It has become the primary metric while NPS has fallen to near the bottom of most-used metrics as per our most recent Industry Benchmark Report.

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Gainsight

APRIL 15, 2022

Ideally, customer success will be represented in the C-suite by a Chief Customer Officer (CCO), or an equivalent position. . A truly aligned organization means that everyone in all departments is actively participating in efforts to deliver value to customers. Customer success is an art as well as a science. .

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ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. For example, a customer with a software license utilization of 90% or more suggests that company-wide engagement is solid. NPS indicates customer loyalty.

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ChurnZero

DECEMBER 29, 2020

In this article, we question the “Q” in QBR and if Customer Success teams are blindly following a best practice that may no longer be relevant to their customers’ success. 9 Must-Have Integrations to Level Up Customer Success Software. Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

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ChurnZero

JANUARY 26, 2022

In a world where every Sales, Marketing, and Customer Service interaction is collected as a data point using software like HubSpot, reducing customer churn has become a science. What does the data show about common reasons customers churn? NPS scores. Liz Friscino, Managing Director, Client Success, FiscalNote.

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Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Wootric CX Blog

MARCH 15, 2020

Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to weather the storm. Budgets are being trimmed everywhere, and customer success and renewal conversations must be deeply empathetic to this.

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Gainsight

APRIL 13, 2022

Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. Then, I found myself convincing customers to buy more services.

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Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

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Gainsight

JUNE 10, 2021

THE TRANSFORMATIONAL LEADER AWARD: Software AG. According to Karl, ”We have an Admin NPS of 52, an onboarding NPS of 85, and we have reduced time to value by 35 percent in just 12 months.” He shared that there is still more work to be done, but the impact of Gainsight on customer success as a whole is more clearer than ever.

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ChurnZero

FEBRUARY 23, 2023

Some customer retention metrics worth considering are: Customer retention ; Renewal rate ; Churn rate ; Customer lifetime value (CLV); and Gross revenue retention (GRR). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

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Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Some customer retention metrics worth considering are: Customer retention ; Renewal rate ; Churn rate ; Customer lifetime value (CLV); and Gross revenue retention (GRR). Examine the causes of your customer churn Another key step is to answer this question: What is driving customer churn today?

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Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

JANUARY 26, 2022

In a world where every Sales, Marketing, and Customer Service interaction is collected as a data point using software like HubSpot, reducing customer churn has become a science. What does the data show about common reasons customers churn?

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Gainsight

JUNE 18, 2020

At athenahealth, a leading provider of network-enabled software and services for medical groups and health systems nationwide , Laura is a Senior Product Manager and Ed is Executive Director, Customer Success Analytics. The NPS improvements we have seen bear this out! Tell me, why did you and Ed need to change the game? .

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Healthcare Effort Score Chief Customer Officer NPS 52

Kayako

DECEMBER 3, 2015

In this post you’ll learn just how to turn the things you want to do to get better at customer service into business initiatives that your management can buy into. Whether you’re buying a new washer dryer for the home, or complicated analytics software to power your business, all sales conversations boil down to these six steps: 1.

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ChurnZero

DECEMBER 27, 2019

CSAT and CES and NPS, oh my! There are many ways to build and score customer surveys, but to make them scalable and consistent, it’s crucial that you process the information in a quantitative way. 2019 Top Ra t ed Customer Success Software by TrustRadius . Moxie Award Finalist in the Software Category .

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ChurnZero

DECEMBER 2, 2021

Take a step back and understand the entirety of your customer journey and what you’re actually trying to deliver. ” Melinda Gonzalez , VP of Customer Success, Pendo. Software vendors want in. Customer Success is the most cost-efficient way to increase your ARR. Jessica Jurmann , Director of Customer Success, G2.

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ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. It is cheaper to keep a current relationship in place than to lose a client and have to secure a new one.

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CustomerSuccessBox

DECEMBER 6, 2021

Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. He runs Glide Consulting as his means to enable companies to make wise decisions and gain control over their customer lifecycles and experience. Maranda Dziekonski is a Chief Customer Officer at Swiftly, Inc. Alex Farmer.

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Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. For example, when is the proper time or cadence to inject into the Customer Journey to drive optimal adoption and engagement? We have learned to keep an open mind.

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ChurnZero

JANUARY 22, 2021

There are lots of software packages. The big mistake there – and this is if there are any VPs, managers, Chief Customer Officers – you have to know if your team is motivated by money, and I’m telling you most people are not. Customer Success Around the Web. We’re trying to serve them.

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Wootric CX Blog

FEBRUARY 14, 2019

She counsels leaders and teams responsible for customer outcomes by designing stronger organizations and guide cross-functional teams to leverage mutually beneficial opportunities with an advanced understanding of the customer journey, sales, product marketing, and operations. It’s in that moment that you win a customer for life.”

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