Gainsight

APRIL 27, 2022

I decided to write this post to capture what I’ve heard over the years—from 2013 to 2022, from Series A VC funded to our Vista Partnership, from the San Francisco Bay Area to Hyderabad. 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.

2013 52

2013 Chief Customer Officer Definition Customer Success 52

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). As a result, CSMs have had learn to “let things go”.

2014 48

2014 Customer Success Chief Customer Officer 2013 48

Customer Bliss

MARCH 8, 2018

Charlotte is a Customer Experience specialist who combines strategic marketing and sales with a pragmatic operational approach.

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

Tricia Morris

JANUARY 25, 2016

Even luxury brands, where personalized service and human interaction has reigned, are spending more money on customer self-service. An L2 Think Tank survey shows that 76% of luxury brands now feature online customer self-service, compared to just 19% in 2013. A Turn Toward Less Human Customer Service.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

CustomerSuccessBox

DECEMBER 6, 2021

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. She has spent over 20 years building and scaling world-class customer success organizations and operations.

2022 52

2022 Customer Success 2021 Consulting 52

Amity

JANUARY 30, 2014

This proactive help, guiding customers to be successful just when they need it, is fundamental to great experiences that drives loyalty and success. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems. Generating Consistent Customer Health Scores. Standardizing Exceptional Experience.

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media 2013 31

Gainsight

APRIL 12, 2023

Mistake #10: Not being myself Our first Pulse conference – which became the industry event for Customer Success – was in a small San Francisco ballroom in 2013. Lesson: Many times, I thought “I need to hire for the role I’ll need 4 years from now.”

2014 52

2014 Chief Customer Officer Sales 2013 52

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies. Dave Jackson.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Horizon CX

DECEMBER 31, 2018

Much as we like to think of ourselves as special forward-thinking agents of insight and change, we need to be integral to the business and all its challenges—and woven into its raison d’être.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

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. So it depends on your business model.

Management 52

Management Customer Success 2013 Metrics 52

Gainsight

FEBRUARY 16, 2021

I joined our two founders ( Jim Eberlin and Sreedhar Peddineni ) very early (around $100K ARR) before officially launching Gainsight in 2013. To paraphrase a great quote from Gretchen Rubin, the days of helping to ignite the Customer Success movement were long , but the 8 years feel short. Customers wanted to be in the music videos.

2013 64

2013 Events Chief Customer Officer Customer Success 64

SmartKarrot

MARCH 8, 2022

Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper. She started building and leading teams at 25, and at just 27, she became the Vice President of Customer Success at an organization. Hence, it’s no wonder that she has been continually voted the top Customer Success strategist since 2013.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Gainsight

JANUARY 10, 2022

Back in 2013, when Gainsight was a 20-person company, we recognized that there was a new community of people without a “home.” Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Customer Success teams are often at the tip of the spear for this initiative.

Presentation 27

Presentation Customer Success Chief Customer Officer 2013 27

ChurnZero

AUGUST 25, 2020

Join him at BIG RYG’s Keynote “ Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero.” . . Jay Nathan, Higher Logic Jay ( @jaynathan ) is Chief Customer Officer at Higher Logic , a leading SaaS-based online community and communications software. Todd Olson, Pendo.io

Chief Customer Officer 69

Chief Customer Officer E-support 2011 2012 69

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013.

Customer Success 59

Customer Success 2013 2014 Consulting 59

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.

Chief Customer Officer 59

Chief Customer Officer Return on Investment 2013 Customer Success 59

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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. By 2013, her book eBay For Dummies was one of the best sellers on the topic. Lynn Hunsaker.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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. By 2013, her book eBay For Dummies was one of the best sellers on the topic. Lynn Hunsaker.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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. Source: Oracle Global CX Study, 2013. Building accountability towards customer experience – appoint a Chief Customer Officer.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Oracle

JANUARY 13, 2020

Gass joined Kohl’s as Chief Customer Officer in 2013, and was tasked by the then-current CEO to provide a fresh perspective to the digital and marketing organization.

Retail 54

Retail 2020 Customer Experience Omnichannel 54

ClearAction

JANUARY 14, 2015

Need for a Customer Experience Management Strategy Model. A quick comparison of data in the new B2B report with Forrester's 2013 State of Customer Experience survey (which is predominantly based on B2C firms), shows the figures are roughly the same for the top obstacles to CXM success: Lack of clear customer experience strategy.

Customer Experience Management 97

Customer Experience Management Customer Experience Management B2B 97

Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done.

2019 82

2019 Customer Experience Insurance Retail 82

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

Customer Success 52

Customer Success B2B Metrics Sales 52