Gainsight

JUNE 13, 2024

For example, suppose a CSM notices a customer is underutilizing a feature or not achieving the outcomes they likely expect. Pro Tip: Automate these emails with your LMS’s communication tools to ensure you get relevant courses in front of your customers—all without the manual lift typically associated with sending emails.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

Gainsight

NOVEMBER 4, 2020

Here are three tips to flawlessly maintain stakeholder relationships and ensure customer retention. Tip 1: Identify your stakeholders and key contacts. This could be Chief Executive Officer (CEO), Chief Financial Officer (CFO), Chief Operations Officer (COO), or even the Chief Customer Officer (CCO).

Tips 52

Tips Management Chief Customer Officer Engagement 52

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. For instance, security software companies tend to hire people out of that domain.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

ChurnZero

JANUARY 4, 2024

“2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. “Their task: to build customer success into the best-performing department: a center of excellence that integrates technology and people.

Customer Success 52

Customer Success Industry Trends Chief Customer Officer 52

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. They help clients efficiently extend their customer coverage model, refine their digital communication, and improve CS maturity leading to happier customers and a stronger organization. Customer Success Around the Web.

Customer Success 52

Customer Success Chief Customer Officer eBook Culture 52

ChurnZero

FEBRUARY 1, 2019

To help, we’ve curated this watchlist of Customer Success leaders who we believe you’ll gain some inspiration from and see them do great things in 2019. Amanda Berger, Chief Customer Officer, Lucidworks. Amanda’s commitment to business results drives each aspect of her work as Chief Customer Officer at Lucidworks.

Chief Customer Officer 53

Chief Customer Officer Customer Success Leadership Consulting 53

Gainsight

APRIL 21, 2022

Best Practices for Customer Success. 10 Practical Strategies & Tips for Handling Difficult Customer Conversations. Is Your Company Serious About Customer Success? Enterprise CS 201: Customer Success for Multi-Product Growth. 5 Ways Chief Customer Officers Can Drive Net Revenue Retention.

Resources 52

Resources Customer Success Chief Customer Officer eBook 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

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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Conference Chief Customer Officer Customer Success Software 98

Gainsight

JUNE 8, 2022

In fact, according to new research by the Chief Marketing Officer (CMO) Council , only 14 percent of marketers say that customer-centricity is a hallmark of their companies, and only 11 percent believe their customers would agree with that characterization. Make the Mission Known.

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . These are VPs of Learning and Enablement f or Customer Education that have a big job to do. We asked him to join us for this month’s webinar to discuss exactly how to do that. .

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Engagement 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? Liz Friscino, Managing Director, Client Success, FiscalNote.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

ChurnZero

FEBRUARY 23, 2023

Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.” Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Ed Powers , a Customer Success consultant with Service Excellence Partners summed up this idea nicely in our guide, “ How to Crush SaaS Customer Onboarding ” when he said, “High customer loyalty is achieved by design, not by luck.” Good customer support is good marketing too.

Management 52

Management Self Service Customer Retention Net Promoter Score 52

Gainsight

MARCH 9, 2020

I try to distance myself from being the customer’s technical support, but it seems to not click sometimes and I get drawn back in. Ashvin: One practical tip—carve out (or convince your Support leader to carve out) a small team of one or two people in Support who don’t answer tickets and do some proactive outreaches to customers.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52

ChurnZero

MAY 12, 2020

Notable Episode: Episode 16 – Marrying Together Product and Customer Success featuring Abby Hammer, Chief Customer Officer of ChurnZero. . Description: Unplugged conversations on key Customer Success topics with two leading Jasons. The SaaS Revolution Show. Host: Alex Theuma , Founder and CEO of SaaStock.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

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.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

ChurnZero

DECEMBER 27, 2019

Is the onslaught of support tickets, emails, and customer complaints forcing you to live in a constant state of reaction? 5 Tips f or Dealing with An Angry Customer (The Right Way!) . Mitigation starts with an acute self-awareness of your initial reaction to a customer’s concerns. You’re not alone.

e-support 64

e-support eBook Chief Customer Officer B2B 64

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. Four Tips to a Better Renewal Process. more revenues from installed customer base than those who don’t.

Sales 59

Sales How To Net Promoter Score Chief Customer Officer 59

Gainsight

APRIL 14, 2022

We’ve worked with a lot of companies making the transition to onboarding CS Ops and are sharing our best tips for building out your CS Ops team for the first time. But most companies have their CS Ops lead reporting to the CS leadership—Chief Customer Officer, VP of Customer Success—the COO or the CRO. .

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

Gainsight

APRIL 27, 2022

Crazy and slightly irresponsible people (like us) decide, “let’s build software for a category that doesn’t even exist.” We didn’t quite realize that when we launched Gainsight in 2013, we not only had to build software, but we had to help create a whole new industry. Louis, Missouri (pro tip: no direct flights between those cities!),

Chief Customer Officer 52

Chief Customer Officer Conference Software Meeting 52

ChurnZero

NOVEMBER 13, 2020

When it comes to product adoption, as our Chief Customer Officer likes to analogize, showing up to the gym isn’t enough; you have to run on the treadmill to see results. Similarly, your customer purchased your software to make a change. New to Customer Success Automation? Customer Success Around the Web.

Chief Customer Officer 52

Chief Customer Officer Resources Customer Success Exercises 52

Comm100

APRIL 26, 2020

With this in mind, we sat down with Nate Brown , CEO of Officium Labs and the Co-founder of CX Accelerator , a community and resource hub for Customer Experience professionals. We picked his brains for the very-best CX tips, predictions and expert analysis. I came into CX through the left-field of Customer Service.

Omni-Channel 130

Omni-Channel Culture Customer Centricity Self Service 130

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?

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

Gainsight

JANUARY 10, 2022

TL; DR (Too Long; Didn’t Read): Gainsight acquired SaaS Community Software leader inSided! Gartner reported that inquiry requests from clients to talk about B2B Customer Communities grew 233% from 2019 to 2020. To meet this emerging trend for our clients, we are acquiring leading SaaS Community Software vendor inSided.

Customer Success 27

Customer Success Chief Customer Officer Hotels Conference 27

Gainsight

JUNE 7, 2022

First, use a template that becomes part of a client adoption plan, then share that adoption plan with customers during EBRs,” said John Sabino, Chief Customer Officer at VMWare. On the topic of CS practices, these panels and speakers just scratched the tip of the post-pandemic iceberg.

Chief Customer Officer 52

Chief Customer Officer Customer Success Sales Omni-Channel 52

ChurnZero

JANUARY 15, 2021

A customer savvy CSM, whom is part Marketer, part Digital Specialist as well, will head up your digital-led customer strategies, e.g., sophisticated training, self-service onboarding, and community and customer advocacy programs. Ed Powers , Customer Success Consultant. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ChurnZero

MAY 1, 2020

For instance, let’s say you were selling Customer Success software to your C-Suite. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Tip: the optimal presentation length is 18 to 20 minutes.).

e-support 53

e-support Tips Chief Customer Officer Software 53

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. All with good intention; we’re not being pushy. We’re trying to serve them.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ClientSuccess

AUGUST 24, 2018

4) The Tipping Point: How Little Things Can Make a Big Difference , by Malcolm Gladwell. From : Jorie Basque , Customer Relationship Manager. Company : InGenius Software. From : Adam Kuznia , Chief Customer Officer. From : McKayl Bergman , Head of Lucidpress Customer Success. Company : DataCamp.

Customer Success 40

Customer Success Management Chief Customer Officer eBook 40

Storyminers

JULY 6, 2020

She is known globally for transforming businesses to earn customer-driven growth. A 5-time Chief Customer Officer and coach to over 20,000 leaders, her practices are field-tested and proven. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClientSuccess

OCTOBER 17, 2018

2) From : Sara Masson , Senior Customer Success Manager | Company : Loopio | Location : Toronto, Canada. Our team has recently implemented a “top tip” sharing as part of our weekly team meeting, and it’s had a huge impact. True customer advocacy – giving everything I have to building customer success as a culture.

Customer Success 56

Customer Success Chief Customer Officer eBook Software 56

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.

Customer Service 120

Customer Service How To Case Study NPS 120

Gainsight

JUNE 9, 2021

Career-flix After Party: Tips, Tricks, and Hacks to Fast Track Success. Delphix: How Value Engineering leads to Customer Success starring Alex Hesterberg Chief Customer Officer, Delphix. Here’s What We Did on Day One appeared first on Customer Success and Product Experience Software | Gainsight.

Effort Score 52

Effort Score Chief Customer Officer Sales ROI 52

Answer Dash

JANUARY 9, 2019

We’re at a tipping point for many transformation triggers, including globalization, digital growth, regulatory compliance and a changing economy. Each of these things has the power to dramatically impact customers and change how they interact with brands. The entire company has a customer experience mindset.

Trends 82

Trends Customer Experience Insurance Chatbots 82