TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” Paul Husar, Senior Call Center Manager at LG Electronics. Jim Iyoob, Chief Customer Officer at Etech Global Services.

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Customer Service Contact Center 2022 Magazine 251

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

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2023 Contact Center Leadership Hospitality 207

ChurnZero

JANUARY 15, 2021

Now backed by a proven track record of keeping SaaS businesses afloat amidst change and uncertainty (situational circumstances that aren’t changing anytime soon), Customer Success is destined to be the most influential function in the organization as it progresses from retaining to growing revenue in the new year. Fasten your seatbelts!

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2021 Customer Success 2020 Chief Customer Officer 52

Gainsight

JULY 27, 2021

Headlines in 2021 have broadcasted record low unemployment , labor shortages , and record numbers of workers leaving their jobs willingly, which is not a trend we could have predicted in April 2020. The post CS Careers and Compensation Skyrocket in 2021 appeared first on Customer Success and Product Experience Software | Gainsight.

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2021 Chief Customer Officer 2020 Hospitality 52

Gainsight

MARCH 10, 2022

In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale.

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2021 Culture Insights Chief Customer Officer 59

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Everyone – even those who have zero contact with a customer – has a role to play in the customer’s experience.” – Shep Hyken Chief Customer Officer 2.0

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Books Customer Experience Chief Customer Officer Customer Experience Management 94

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more.

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2022 Chief Customer Officer 2021 Touchpoint 98

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

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2023 Customer Service Contact Center Customer Centricity 207

Wootric

JANUARY 6, 2021

Guided by input from our customers, we invested in omni-channel feedback collection, AI-driven customer journey analytics, and native integrations with the modern tech stack — all the while staying true to the flexible, lightweight, user-centric approach to CX improvement that businesses expect from Wootric. .

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Innovation Net Promoter Score Chief Customer Officer 2021 105

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.

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Chief Customer Officer Customer Success 2021 Customer Centricity 91

CustomerSuccessBox

JUNE 7, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Anita’s interview where she gives insights into how you can manage churn efficiently. Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021.

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Management NPS Definition Metrics 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The 2020 Customer Success Trends Toolkit. Everyone loves a good toolkit, especially customer success managers.

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Customer Success Chief Customer Officer 2020 2021 70

Help Scout

APRIL 27, 2021

While I’m writing this in March of 2021, having just experienced a generational winter in my home state of Texas that created a source of stories I can use to bore my future grandchildren to death, I realize one nice thing about power outages is a return to books. Be Our Guest: Perfecting the Art of Customer Service”.

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Books Customer Experience Retail Chief Customer Officer 117

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more.

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2022 Chief Customer Officer 2021 Touchpoint 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. Always be listening, learning and growing.

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Customer Success Webinar Chief Customer Officer Leadership 102

Gainsight

APRIL 21, 2022

Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Consequently, companies were looking for any way to control financial instability, especially the loss of customers. Customer success! Imagine the surprise and relief to hear about tech growth in 2021 and 2022.

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2021 2022 2020 Chief Customer Officer 52

ChurnZero

DECEMBER 29, 2020

Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. Customer Success teams (and their customers alike) feel the pain of conducting QBRs dictated by a now seemingly arbitrary timeframe and requisite.

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2020 Blog 2021 Chief Customer Officer 98

SmartKarrot

JANUARY 5, 2021

Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Additionally, he serves as the Chief Customer Officer at Higher Logic.

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Customer Success 2021 Chief Customer Officer Leadership 21

CustomerSuccessBox

DECEMBER 6, 2021

Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer is the Vice President of Customer Success at Cognite. He has been recognized as one of the Top 25 Customer Success Influencers for 2021. Puneet is one of the prominent advocates in the Customer Success space.

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2022 Customer Success 2021 Consulting 52

ChurnZero

OCTOBER 28, 2022

Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. Peter Armaly, vice president of Customer Success, ESG. Mary Poppen, chief customer officer, inovlve.ai. Jay Nathan, chief customer officer, Higher Logic Vanilla. Most people understand that.

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2023 Customer Success Chief Customer Officer 2022 52

Gainsight

FEBRUARY 18, 2022

According to a recent release by the US Bureau of Labor Statistics , the number of people who quit their jobs in December 2021 alone was 4.3 In the whole of 2021, the trending voluntary separations came from the tech industry and healthcare, especially with many mid-career workers choosing to seek other work environments.

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Customer Success Chief Customer Officer 2021 Customer Centricity 97

Gainsight

JUNE 2, 2022

Not only do they provide companies with the right software and support to scale their business, but they were also voted the #4 place to work by Glassdoor in 2021. Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position.

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2022 Chief Customer Officer Innovation Connections 52

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

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Customer Success Chief Customer Officer 2021 Webinar 87

Gainsight

JUNE 10, 2021

If you want to learn the inside scoop on how we chose these companies, check out our 2021 GameChanger Awards announcement blog. Karl Rumelhart, Chief Product Officer at Gainsight, began the next phase of our keynote presentation on the subject of invention. THE DREAM TEAM AWARD: PTC. THE DEFENDER AWARD: SAP Concur.

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Innovation Chief Customer Officer 2021 NPS 52

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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2021 Customer Success Chief Customer Officer Leadership 98

ChurnZero

AUGUST 21, 2020

In a year’s time, this trial by fire, the first downturn that this new department called Customer Success has seen, will harden this function and force it assume uncomfortable responsibility. Greg Saiz , VP of Customer Success, Betterworks. Blurring the lines between Product Management and Customer Success.

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Customer Success 2020 Chief Customer Officer 2021 84

Talkdesk

FEBRUARY 5, 2021

Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . One continuous theme at NRF 2021: Retail’s Big Show—Chapter 1 is “ The Great Compression,” symbolizing the forced digital transformation companies had to endure in 2020. But now, things have changed.

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2021 E Commerce E-support Retail 87

Gainsight

JUNE 9, 2021

Utilizing data analysis, they can adjust the needs of their customers and the growth engine. The Customer Health Bake Off: Creating Great Health Models Through Iteration with Gainsight’s own Manager of CS Operations, Kendra McClanahan! But at Pulse Everywhere 2021, we set out to use these screens to bring us all closer together.

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Chief Customer Officer 2021 Customer Success Sales 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. Matthew Brown , Director Customer Enablement, Solink. Watch the session: Customer Success as a Profit Center. Software vendors want in.

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Customer Success Leadership Sales Chief Customer Officer 98

ChurnZero

OCTOBER 15, 2021

Abby Hammer, ChurnZero’s Chief Customer Officer, points to ChurnZero’s most recent series B funding round to demonstrate the growing importance of NRR: “In our series A, there were some questions about NRR. Although the restaurant experience drastically shifted, they still managed to keep the best parts. You’re in luck!

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2022 Customer Success Metrics Customers 97

SmartKarrot

JANUARY 5, 2022

Recognized as one of the most respected business outcomes and Customer Success experts globally, Rick has been helping individuals and companies maximize business value for over 25 years. His company Practical CSM Academy provides global customer success management consulting, training and certification services. Dave Jackson.

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Customer Success 2022 Chief Customer Officer B2B 23

Gainsight

MAY 10, 2021

The more we thought about it, the more we saw parallels between some of our favorite movies and shows with the agenda we’re developing for Pulse Everywhere 2021. He and the Delphix leadership team were tasked with defining and implementing a five-year roadmap to achieve world-class customer success. Register here. What’s in a name?

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2021 Chief Customer Officer Travel Roadmap 52

ChurnZero

JANUARY 13, 2022

Our recent Customer Success Leadership Study showed that 61% of respondents reported a Vice President and above as being the highest leader in their Customer Success organization in 2021 – an increase of 7% from the previous year. This is in part due to a rise in the standing of the Chief Customer Officer role.

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2022 Customer Success Chief Customer Officer Leadership 98

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. 1 2021 CX Day: CX is a Team Sport.

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Sports 2024 Chief Customer Officer Customer Centricity 62

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

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2021 Leadership Customer Success Chief Customer Officer 52

Totango

JULY 23, 2021

In CS, the success of the team starts with the right leader, which, depending on the size of the company and team, could be the Director of Customer Success, the VP of Customer Success or the Chief Customer Officer. How customers are segmented can help with the division of labor and the CS team structure.

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Customer Success Chief Customer Officer 2021 Sports 126

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

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2022 Customer Success Chief Customer Officer Customer Centricity 21