Gainsight

JUNE 21, 2022

Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. It makes perfect sense too.

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2022 Net Promoter Score NPS Return on Investment 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. You’ll also be able to grab the full report in early November 2022.

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2023 Customer Success Chief Customer Officer 2022 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.

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2023 Customer Service Contact Center Customer Centricity 207

Gainsight

MAY 3, 2023

Deepina Kapila, Head of Scaled Customer Experience, Miro We’re thrilled to host Deepina Kapila, Head of Scaled Customer Experience, Miro for her session: Product- and Sales-Led Growth—Embrace Both with Scaled CX.

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2023 Chief Customer Officer Customer Success 2022 52

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. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

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Chief Customer Officer Customer Experience Touchpoint 2022 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.

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Customer Success 2022 Chief Customer Officer B2B 23

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. Chief customer officers are in a unique position to heavily influence or even own net dollar retention.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Touchpoint 2022 40

Education Services Group

NOVEMBER 8, 2021

55% of our respondents said that Customer Success owns the renewal, a 5-point increase from last year. Another pleasant surprise for our Customer Success experts was the growth in the role of the Chief Customer Officer (CCO) and the number of CS organizations that are led by VPs and above.

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2021 Leadership Customer Success Chief Customer Officer 52

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

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. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

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2022 Customer Success Chief Customer Officer Customer Centricity 21

Gainsight

APRIL 21, 2022

By implementing customer success ideology and methodology into an organization, businesses could: Track customers’ progression toward their goals. Intervene to remove barriers between customers and their goals. Link customers’ value realization to business success. . Looking to 2022. in 2022.”

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2021 2022 2020 Chief Customer Officer 52

ShepHyken

JULY 25, 2022

This also means that, with a little strategic planning and creative thinking, businesses can leverage their email marketing to increase brand loyalty and keep customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale. Follow on Twitter: @Hyken.

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Article 2022 Customer Service Magazine 14

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

Gainsight

AUGUST 17, 2022

Pulse 2022 is officially underway! Mehta brought out Karl Rumelhart, Chief Product Officer and Executive Vice President at Gainsight, and Kellie Capote, Chief Customer Officer at Gainsight, to unveil a plan to not just survive this economic downturn, but thrive during it: the six-step Durable Growth Playbook.

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2022 Chief Customer Officer Roadmap Metrics 97

Gainsight

JUNE 23, 2022

Right now, 2022, the Bessemer Venture Partners (BVP) Nasdaq Emerging Cloud Index is down nearly 40 percent from its peak. Varying impact on sales and customer retention from issues in your client base or industry. Chief customer officers should consider ways to efficiently scale.

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Financial Chief Customer Officer 2022 2008 52

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?

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Customer Success Chief Customer Officer 2021 Customer Centricity 97

ChurnZero

DECEMBER 2, 2021

Watch the session: Customer Success as a Profit Center. Get Sales invested in NRR by conducting weekly deal reviews and stipulating sales commission based on Customer Success acceptance of customers. You have to force the CEO, the VP of Sales, and the VP of Customer Success to be at the deal review.

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Customer Success Leadership Sales Chief Customer Officer 98

Horizon CX

JUNE 10, 2022

In some cases that might be the very origin, especially when one of those senior leaders holds the title of Chief Customer Officer or Vice President of Customer Experience. The post Mapping Customer Journeys Through a Systems Lens appeared first on Horizon CX.

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Customer Journey Customer Journey Mapping Net Promoter Score NPS 52

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: Many times, I thought “I need to hire for the role I’ll need 4 years from now.”

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2014 Chief Customer Officer Sales 2013 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.

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2022 B2B Chief Customer Officer Financial 40

Gainsight

OCTOBER 17, 2022

For those of us in the SaaS space, 2022 has certainly been one of those tough times. Valuations have collapsed, new sales are declining, and, sadly, hard-working people across the sector are being laid off. . How Customer Success Can Help Saas Companies Improve Their NRR. But you know what? via GIPHY.

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Chief Customer Officer Customer Centricity 2022 Customer Success 59

CustomerSuccessBox

MARCH 3, 2022

Read on to know about the Customer Success books for Customer Success Managers (CSMs) to read in 2022. Did you know, “Happy customers are repeat customers”? The philosophy of customer success has changed how CEOs think of their customers and business. Customer rating: 4.5

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Books 2022 Customer Success Management 52

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. What the research reveals .

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Chief Customer Officer 2022 Metrics Customer Success 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. When you have a dedicated customer success team, you are empowered to focus on building one-on-one relationships with customers. Leverage CS to Increase Sales.

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Customer Success Chief Customer Officer Customer Centricity Sales 93

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. Do you have a sales deal that stuck that we can introduce you to someone? What was your personal experience? .

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2020 Customers Communication Customer Success 98

Gainsight

DECEMBER 15, 2021

As our Chief Customer Officer Kellie Capote put it, the impact was “ squishy ” at best. . More and more, the efforts of Customer Success Managers change essential, value-driven metrics for the better. New Law #2 : Create an integrated journey from Sales to CS. But Sales alone cannot identify opportunities.

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Customer Success ROI Metrics Chief Customer Officer 59

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success insights—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

In the episode, You Mon covers the gamut of Customer Success topics—from defining its (oft-misunderstood) purpose, seeing what a day in the life of a CSM looks like, knowing when to add CS to an organization, handling tension with sales, and more. Your role is to make sure that [the customer] is scheduled for a welcome call.

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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. Many businesses use Chatbot technology to generate leads and make sales. And, that number is expected to rise.

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ROI Contact Center 2018 Social Media 50

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. 2022 has been an interesting year for Customer Success and 2023 is set to be just as exciting!

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