Gainsight

JUNE 2, 2022

Hubspot is an incredible organization that understands both the customer and employee experience. A female Chief Customer Officer ascended into the CEO position. We know that what she will bring to the table is an extraordinary perspective on business, technology, and CS. And that is something worth celebrating!

2022 52

2022 Chief Customer Officer Innovation Connections 52

TechSee

AUGUST 14, 2023

If you missed the 2022 list, you can check it out here. Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? They’re based on the consistent work that Customer Success has done to get where they are today. In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). Customer Success flexes its authority. Bill asked.

2022 97

2022 Customer Success Metrics Customers 97

Gainsight

MAY 3, 2023

While we can’t let the cat out of the bag yet, here’s a sneak peek at our Digital Customer Success content and the experts we’re FIRED UP to see take the stage at Pulse. The integration between Connect Success and Gainsight allows our CSMs to monitor, track, and assist, ensuring customers progress on their journey.”

2023 52

2023 Chief Customer Officer Customer Success 2022 52

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. 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.

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts.

2024 52

2024 Customer Success Chief Customer Officer 2023 52

West Monroe

NOVEMBER 7, 2021

The increasing shift to software-as-a-service (SaaS) models continue in the enterprise technology world as companies race to meet market and investor demands. 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.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

Gainsight

APRIL 21, 2022

stem from hundreds of thousands of surveys with respondents who are consumers, heads of business, and technological leaders. By implementing customer success ideology and methodology into an organization, businesses could: Track customers’ progression toward their goals. Link customers’ value realization to business success. .

2021 52

2021 2022 2020 Chief Customer Officer 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy.

Customer Success 23

Customer Success 2022 Chief Customer Officer B2B 23

Gainsight

FEBRUARY 18, 2022

As a result, companies are turning to one another to share insights on how to drive net retention on their teams with one of the most challenging and most competitive labor markets possibly in the history of the world. The technology helps companies tackle big complicated problems, like claim processing, as an example” .

Customer Success 97

Customer Success Chief Customer Officer 2021 Customer Centricity 97

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. Gemma Cipriance-Espineira is the Chief Customer Officer at Chili Pepper.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

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.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

SmartKarrot

MARCH 10, 2022

For 57% of CIOs, improving customer experience is a priority while 81% of the CIO respondents admitted to implementing new technology for customer interactions. Customer interaction has changed, and customers feel happy when their needs are met. The CIO can ensure there are no blind spots in the customer journey.

2022 11

2022 Customer Experience Net Promoter Score B2B 11

ChurnZero

DECEMBER 2, 2021

There are a lot of pieces to put together in terms of what your Customer Success tech stack looks like. The misunderstanding stems from a situation where people tend to focus first on the technology. They think the technology will solve their problems and build their processes. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

Gainsight

APRIL 12, 2023

Mistake #3: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! Lesson: In many markets, the patient tortoise beats the over-anxious hare.

2014 52

2014 Chief Customer Officer Sales 2013 52

SmartKarrot

MARCH 24, 2022

To grow a business in today’s times, it is essential to retain customers and create a positive word-of-mouth reputation in the market. In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? So, how to make an entire team get a customer-delight mindset?

Culture 10

Culture Chief Customer Officer Net Promoter Score Customer Centricity 10

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

CSM Practice

DECEMBER 29, 2020

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Some of us deal with grocery stores and video conferencing companies and have big-box retailers as customers.

2020 98

2020 Customers Communication Customer Success 98

Totango

OCTOBER 25, 2022

What Roles Are on a Customer Success Team? The tiers of a SaaS company’s customer success team structure may have a variety of roles. For example, you can use individual customer CRM data to segment your sales offers and create personalized offerings for your clients. Who Do Customer Success Managers Report To?

Customer Success 96

Customer Success Chief Customer Officer Customer Centricity Sales 96

Team HGS

AUGUST 22, 2017

Artificial intelligence (AI) has been an area of increasing investment, with the AI market poised to grow to $40 billion by 2022, according to Market Research Store. These team members look at real-time dashboards on a daily basis and continuously optimize AI models and the machine learning technology. Lauren: Yes, we do.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52

ChurnZero

JUNE 3, 2022

Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Paul: If you could use technology to solve one world problem what would it be, and why?

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

Paul: What’s the most disruptive technology of all time? It’s an amazing technology and so simple. If you’re delivering something as a service, whatever it is, because [the customer] can switch, you better do it right. Paul: If you could use technology to solve one world problem what would it be, and why?

Customer Success 52

Customer Success B2B Metrics Sales 52

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022. Drive Revenue.

ROI 52

ROI Contact Center 2018 Social Media 52

ChurnZero

JANUARY 13, 2023

With its ability to comb through big data sets like email faster and more accurately than humans, AI will help more product teams maintain product-market fit. 2023 will be a big year gaining market traction in new customer intelligence platforms. Organizations tap into customer feedback for free market research.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98