Gainsight

JUNE 2, 2022

No other event has the level of brain trust that Gainsight has invited. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Hubspot is an incredible organization that understands both the customer and employee experience. We are about product-led growth.

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2022 Chief Customer Officer Innovation Connections 52

Totango

SEPTEMBER 24, 2018

Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key. Jamie Bertasi , Chief Operations Officer and Chief Customer Officer at Totango, kicked off the event and spoke about the need to drive more impact for CS. More about the event here.

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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.

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Customer Centricity Chief Customer Officer Webinar Sports 98

ChurnZero

MAY 20, 2021

In this preliminary phase, you’re still likely trying to reach product-market fit, you can count your customers on two hands, and you have a good sense of your customers’ satisfaction with your service despite not having any formal surveying. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs).

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ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. They have loyal followings and student-customers who proudly display their certifications on LinkedIn to not only show off their product proficiency, but also their brand affiliation. .

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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. Synecdoche and SaaS: What Title Should the Customer Success Leader Have? CSM & Product’ Is the New ‘Sales & Marketing’.

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Webinar Blog Customer Success Net Promoter Score 71

Gainsight

DECEMBER 2, 2019

When a customer leaves, it’s known as churn. A successful customer retention strategy will build symbiotic business relationships, drive brand equity, and encourage customer loyalty amongst your customer base. Benefits of a Customer Retention Strategy. And don’t forget to subscribe to our email newsletter!

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Customer Retention Webinar Chief Customer Officer Metrics 52

CSM Practice

OCTOBER 10, 2018

Dave asked me if I might be interested in taking part as a judge for The Customer Success Innovator of the Year Award that takes place each year during CS100 Summit. By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. From Puzzle Pieces to the Picture .

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CSM Practice

OCTOBER 10, 2018

For those of you who never attended, CS100 Summit is one of the most coveted customer success executive exclusive events (mainly because the ClientSuccess team makes everyone feel more like they are at an awesome retreat than at a boring conference). Below, is the blog he wrote. From Puzzle Pieces to the Picture .

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Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Lake (CEO for ClientSuccess ) who asked me if I might be interested in taking part as a Judge for The Innovator of the Year Award that takes place each year during CS100 Summit. From Puzzle Pieces to the Picture .

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Customer Success Chief Customer Officer 2019 ROI 49

ChurnZero

DECEMBER 20, 2019

By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Abby Hammer , Chief Customer Officer , ChurnZero . Ashvin Vaidyanathan , Chief Customer Officer , Gainsight . CS brings focus to their purpose. .

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Gainsight

JUNE 9, 2021

Delphix: How Value Engineering leads to Customer Success starring Alex Hesterberg Chief Customer Officer, Delphix. In order to maintain the health of your accounts and understand the customer position, you have to create a plan to capture their health and action on it. Top Picks: Simplifying Customer Success.

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ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

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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.

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Kayako

DECEMBER 3, 2015

For example: Ben wants to hire a new customer support advocate for his team. Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. Think about how you can help them progress, but don’t be too direct in your approach.

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Kustomer

SEPTEMBER 3, 2020

We’ve just been waiting for some sort of event to force us to come together, or is it just your typical kind of siloed organization? As we look at this quarter over quarter, are we growing our customer base and why? Or is our customer base in a state of decline? Chief Customer Officer 2.0

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Marketing Effort Score Metrics Loyalty 52

Gainsight

JUNE 4, 2019

This organization had to demonstrate that they’re not only successfully navigating their own customer success journey, but they’re raising the bar for us all. Congratulations to Zach Boisi , Vice President of Customer Success at Diligent, the Pulse 2019 Impact Award winner for being Human-First. The Product Experience Award – Bizzabo.

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2019 Chief Customer Officer Innovation Customer Success 8

SurveySensum

JULY 14, 2020

Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link]. Website : [link].

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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.

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Talkdesk

FEBRUARY 5, 2021

Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. Chapter One took place as a virtual event in January, and Chapter Two is currently slated for June 2021 in its customary analog form. . Omnichannel services .

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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. The specific playbooks you design will be determined by your customer base and their unique goals.

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Customer Success ROI Metrics Chief Customer Officer 59

West Monroe

JANUARY 24, 2022

Net revenue retention may be the North Star metric—given its impact on market valuations of software and subscription businesses—but other, interdependent metrics also matter, including customer acquisition costs, churn, service margins, sales coverage ratios, and customer satisfaction.

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ChurnZero

JUNE 3, 2022

You can always rely on me to do that for family events, for work, for college events. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Knowing when to add Customer Success to an organization.

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ChurnZero

JUNE 3, 2022

You can always rely on me to do that for family events, for work, for college events. What are some of the metrics that a Customer Success team needs to be aware of? Chief customer officers (CCOs) own the Customer Success department. Knowing when to add Customer Success to an organization.

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Customer Success B2B Metrics Sales 52

ChurnZero

FEBRUARY 23, 2021

Think customer health scores are only good for calculating renewal likelihood? When based on the right mix of behavioral- and event-based criteria, these leading indicators predict so much more. The true impact of customer health scores. Current customer health score trends. Guess again. Q&A Recap.

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