West Monroe

NOVEMBER 7, 2021

Gartner projects that the SaaS market will grow 17% in 2022, which in turn will drive high expectations on the part of investors and corporate leaders. Net dollar retention (NDR) is increasingly a primary metric for assessing the strength of SaaS relationships and businesses. Organizations, then, will have to accomplish more with less.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

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 Customer Success 2021 Customer Centricity 91

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Bhavika Kochhar is an Enterprise Customer Success Manager, Americas, at Algonomy.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Gainsight

AUGUST 17, 2022

Pulse 2022 is officially underway! As customers start to make choices about what solutions are right for them, the companies with durable growth strategies will be the ones to endure. Net Revenue Retention is the all-important metric. “ It’s no secret that the last few years have been a challenge for all of us.

2022 97

2022 Chief Customer Officer Roadmap Metrics 97

Gainsight

FEBRUARY 18, 2022

That is what brought Nick together with Thomas Hansen, Chief Revenue Officer at UiPath, and Justin Greenberger, Vice President of America’s Go To Market at UiPath, to have a candid discussion surrounding the process of recruiting hiring, and building a CS team in 2022. Who Is UiPath and What Do They Do Best?

Customer Success 97

Customer Success Chief Customer Officer 2021 Customer Centricity 97

ChurnZero

DECEMBER 2, 2021

If you operate Customer Success as a business and start thinking bigger and ‘outside the box,’ then you can elevate the conversation at the upper management level to become a strategic department and not just tactical.”. Matthew Brown , Director Customer Enablement, Solink. Amy Manning , VP of Customer Success, LawGeex.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

Gainsight

JUNE 23, 2022

Right now, 2022, the Bessemer Venture Partners (BVP) Nasdaq Emerging Cloud Index is down nearly 40 percent from its peak. Chief customer officers should consider ways to efficiently scale. Chief revenue officers should consider reinvesting in account management.

Financial 52

Financial Chief Customer Officer 2022 2008 52

SmartKarrot

MARCH 10, 2022

In traditional terms, a CIO is one who would respond to information on the website and effective management of the IT support. The role has evolved to accommodate the unanimous increasing influence of customer experience. Let us learn how the role of the CIO has grown to implement customer experience initiatives in the company.

2022 11

2022 Customer Experience Net Promoter Score B2B 11

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. Invest in digital CS.

Customer Success 52

Customer Success Chief Customer Officer 2022 ROI 52

West Monroe

JANUARY 24, 2022

Despite some headwinds—including rising inflation, ongoing supply chain constraints that are hitting hardware businesses especially hard, and talent shortages, 2022 is shaping up to be another growth year for HT&S companies. We’ll examine some of the overarching trends affecting the high-tech & software industry in 2022.

2022 40

2022 B2B Chief Customer Officer Financial 40

Totango

OCTOBER 25, 2022

Customer success occurs when your clients achieve the goals they hoped to attain when they purchased your product. Customer success teams are members of your organization tasked with making this happen through automated and manual CS management strategies. What Is Customer Success Team Structure?

Customer Success 96

Customer Success Chief Customer Officer Customer Centricity Sales 96

Gainsight

DECEMBER 15, 2021

Here are the five ways the 10 New Laws of Customer Success will add value for your business and help you reach your goals over the next 10 years. . New Value-Driven Metrics. You will see it in the way customers talk about the product. As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. .

Customer Success 59

Customer Success ROI Metrics Chief Customer Officer 59

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. He said we need Customer Success managers. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. That’s No.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. He said we need Customer Success managers. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. That’s No.

Customer Success 52

Customer Success B2B Metrics Sales 52

Comm100

FEBRUARY 20, 2018

Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. They help customers quickly and easily find the answers to simple queries. Happier agents are also more productive, which means that they can better achieve contact center metrics.

ROI 52

ROI Contact Center 2018 Social Media 52