CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

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

Customer Bliss

MARCH 28, 2018

Implementing a Customer Success Strategy is a Cultural Transformation. Leading Customer Success in a B2B Business with Jose Vergara. Not everybody in the company will understand customer success because it’s a buzz word. Brainshark B2B Chief Customer Officer Diane Gordon.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

Customer Success 85

Customer Success Books Customers Chief Customer Officer 85

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. Fortunately, Customer Success teams are uniquely positioned to step up and provide business continuity—serving as a company’s compass to guide them through this treacherous terrain.

Customer Retention 72

Customer Retention Chief Customer Officer Customer Success Events 72

ChurnZero

APRIL 27, 2022

Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. It’s important that you create a definition of value and communicate that to your customer. . Working with customers to build a mutual understanding of product expectations. Definition.

Measurement 52

Measurement Chief Customer Officer Definition Metrics 52

Amity

JULY 26, 2018

In the growing field of customer success, it can be difficult to find the right people for the job, especially because some of them don’t even know that the job exists yet. This blog will teach you how to write an effective customer success job posting that will give you a pool of stellar candidates. Why and how?

Customer Success 65

Customer Success Chief Customer Officer Metrics Customers 65

Customer Bliss

MAY 16, 2018

“The experiences start from the beginning; the customer has to start feeling that empathy from the beginning when they are prospects,” says Francis Cordón , the first Chief Customer Officer at Rigor. Francis had to think about how to improve the experience for customers based on his experience.

Customer Relationships 111

Customer Relationships Banking Chief Customer Officer Leadership 111

Gainsight

SEPTEMBER 29, 2021

If so, you may have seen the recent uptick in interest and advertisement for positions as a Customer Success Operations Manager or Administrator. The truth is, right now, customer success is a new and evolving industry. We have seen teachers that become excellent Customer Success Managers. Communication.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

ChurnZero

MARCH 28, 2023

When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy. As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

ChurnZero

JULY 2, 2020

To understand the why and how behind putting the customer at the center of your business, we hosted a webinar with two founding team members of customer-first organizations: ChurnZero’s Chief Customer Officer Abby Hammer and inSided’s CEO/Co-Founder Robin van Lieshout. There are variations in how that can work.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ClientSuccess

OCTOBER 17, 2018

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. How has it helped you? ”. Let’s get started!

Customer Success 56

Customer Success Chief Customer Officer Culture Customers 56

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. This very reason makes them the most powerful voice of the customer. Definition of C-Suite.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

FEBRUARY 23, 2023

It describes the process from the moment a company connects with a prospect—to becoming a customer—and ideally evolving into an advocate for the brand. The management aspect refers to the way you organize, understand and administer marketing, sales and customer success as a customer progresses through the lifecycle.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

It describes the process from the moment a company connects with a prospect—to becoming a customer—and ideally evolving into an advocate for the brand. The management aspect refers to the way you organize, understand and administer marketing, sales and customer success as a customer progresses through the lifecycle.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

Customer Bliss

JUNE 21, 2016

Nick is the Chief Customer Officer at Esri, leading cross-divisional and cross-functional teams to transform the customer experience for Esri’s global customer base. Nick’s insights: Internal communication is crucial: You have to be always selling the CCO work and methodology internally.

Chief Customer Officer 129

Chief Customer Officer Leadership Metrics Customer Focused 129

Customer Bliss

MARCH 8, 2018

Specifically, she wanted them to think about how would they communicate to customers, how systems might need to be altered, and how would they ensure proper customer support. Charlotte is a Customer Experience specialist who combines strategic marketing and sales with a pragmatic operational approach.

Customer Experience 100

Customer Experience Customer Journey Mapping Net Promoter Score Call Center 100

SmartKarrot

FEBRUARY 9, 2022

At such times, CCO is the only leader who has to bear the brunt; after all, customer success is at an adolescence phase! Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . The CCO’s guide to winning budget for customer success.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

Roadmap 10

Roadmap Customer Success Customer Journey Mapping Chief Customer Officer 10

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

Customer Success 126

Customer Success Chief Customer Officer 2021 Sports 126

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? That’s why they got into this relationship with you in the first place – and why customer success has become a non-negotiable. If you teach a customer how to use your product to fix a problem, you’re in the game.

Marketing 64

Marketing Webinar Reference Events 64

Gainsight

AUGUST 31, 2020

Recently, our Chief Customer Officer, Ashvin Vaidyanathan , met with Mike Rivisto , Senior Vice President, Customer Success, and Services at ServiceChannel along with their Senior Director of Customer Success, Jessica Countess. Mike Rivisto and Jessica Countess, ServiceChannel.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

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. 08:54 – Irit shares thoughts on customer interactions and proactiveness in business. The Interview.

2020 98

2020 Customers Communication Customer Success 98

SmartKarrot

MARCH 24, 2022

In other words, you need to delight the customer consistently, repeatedly. So, how to delight the customer? As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal. Creating a culture of customer delight.

Culture 10

Culture Chief Customer Officer Net Promoter Score Customer Centricity 10

SmartKarrot

OCTOBER 7, 2020

If you are running a SaaS organization and haven’t started your customer success program yet, then the best time to do it is now. Customer success is becoming the backbone of any SaaS organization. There is a lot of learning and experiments going around in customer success. What is Customer Success?

Customer Success 10

Customer Success Roadmap Net Promoter Score Chief Customer Officer 10

ChurnZero

JANUARY 26, 2021

This is a guest blog post by Jay Nathan, Chief Customer Officer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives.

Customer Success 98

Customer Success Management Chief Customer Officer Leadership 98

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. Documented digital communication workflow(s). Includes assessment readout and scorecard.

Consulting 89

Consulting Customer Success Chief Customer Officer Document 89

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. The ESG Digital Customer Success Starter Pack includes: One-hour digital Customer Success maturity assessment.

Consulting 98

Consulting Customer Success Chief Customer Officer Document 98

ChurnZero

OCTOBER 25, 2019

Q&A: Rethinking Customer Onboarding to Accelerate Success. . Increasingly, Customer Success teams talk about helping customers successfully achieve their desired business outcomes, yet they do very little during onboarding to help customers achieve the results they require. Q&A Recap.

Webinar 49

Webinar Customer Success Customers Chief Customer Officer 49

Gainsight

DECEMBER 15, 2021

If you’ve been paying attention to our content the last few weeks, you know Gainsight is excited about our 10 New Laws of Customer Success. Of course, we know not everyone is as enthusiastic about the 10 New Laws of Customer Success. 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

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Q: What were the major lessons learned from re-segmenting your customer base?

Books 98

Books Webinar Chief Customer Officer Customer Base 98

Amity

MARCH 24, 2016

Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years. How is Customer Success structured at Vend?

Customer Success 91

Customer Success Retail Chief Customer Officer E Commerce 91

SurveySensum

JULY 14, 2020

Adam Toporek is an internationally-recognized Customer Experience Expert, Keynote Speaker, and Customer Service Trainer who helps organizations transform their relationships with their customers through better strategy, training, and communication. Chad Horenfeldt – Director of Customer Success at Kustomer.

2020 132

2020 Customer Experience Magazine Consulting 132

ChurnZero

MAY 13, 2022

When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader. Episode highlights.

Chief Customer Officer 98

Chief Customer Officer Customer Success Feedback Customers 98

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. 3) Facilitate CX Adoption.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71