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

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

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

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

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

SmartKarrot

MARCH 10, 2022

Customer interaction has changed, and customers feel happy when their needs are met. Along with the Chief Customer Officer, CIO can enable customer loyalty and experience is maintained. The CIO needs to use data intelligence to create high-level customer experiences to win over competitors.

2022 11

2022 Customer Experience Net Promoter Score B2B 11

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 marketing officers should consider investing in customer marketing. Get your tickets today!

Financial 52

Financial Chief Customer Officer 2022 2008 52

ChurnZero

DECEMBER 2, 2021

You need to show how you’ll impact those metrics one segment at a time.”. Jay Nathan , Chief Customer Officer, Higher Logic. Probably the top one or two most impactful things you can do for your company is to improve these metrics each quarter.”. What’s Next for Customer Success? Software vendors want in.

Customer Success 98

Customer Success Leadership Sales Chief Customer Officer 98

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

Gainsight

SEPTEMBER 15, 2022

Data provides the trigger for your Customer Success organization to execute on those opportunity. Recently, Gainsight’s Chief Customer Officer Kellie Capote was a guest on the “ Metrics That Measure Up” podcast, hosted by Ray Rike, founder and CEO of RevOps Squared. That is an excellent metric to concentrate on.

Chief Customer Officer 52

Chief Customer Officer 2022 Metrics Customer Success 52

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.

Customer Success 52

Customer Success Chief Customer Officer 2022 ROI 52

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. Who Do Customer Success Managers Report To? Customer success managers report to mid-level management personnel such as CS operations managers.

Customer Success 93

Customer Success Chief Customer Officer Customer Centricity Sales 93

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. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? 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. You Mon: Yes, it’s like my manager asked me for a metric that I’ve never heard of before, but I know your system does it. Can you help me get that metric? 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 50

ROI Contact Center 2018 Social Media 50