CSM Practice

DECEMBER 7, 2020

Board members work in areas spanning on-premises technology, Software-as-a-Service (SaaS), and advisory services. Our client companies have seen the benefits of implementing CSM Practice’s proven and unique customer success methodologies.”.

Chief Customer Officer 81

Chief Customer Officer Consulting Customer Success Customer Centricity 81

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. While DCS technology is powerful, implementing it is simple. The best part? You don’t need perfect data or an enterprise-sized budget.

2023 52

2023 Chief Customer Officer Customer Success 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. ” What role will AI and new technologies play in customer success in 2024?

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

Chief Customer Officer 52

Chief Customer Officer Customer Experience Touchpoint 2022 52

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 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. 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

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

Customer Bliss

MAY 2, 2019

Rosalyn Curato , CCO of Allovue , a startup EdFinTech (education financial technology) company, knows how to leverage this skill. She realized that having a relationship manager was the lynchpin to ensuring that the customers would gain more value from the product. Rosalyn Curato is Chief Customer Officer at Allovue.

Chief Customer Officer 149

Chief Customer Officer Financial Consulting Customer Retention 149

Totango

SEPTEMBER 24, 2018

Four topics stood out from the discussion: enabling customer-centricity, turning insights into action, driving results that last, and deciding to buy a CS solution over building one in-house. Read on to find out how you can apply these to your own Customer Success strategy. Customer-Centricity is Key.

Customer Success 50

Customer Success Interaction Chief Customer Officer Customer Centricity 50

Customer Bliss

JUNE 21, 2016

Nick is the CCO of Esri, which is the world’s second-largest privately-held technology company. 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. I talk with Nick Frunzi.

Chief Customer Officer 129

Chief Customer Officer Leadership Metrics Customer Focused 129

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

Totango

JANUARY 21, 2020

Vice President of Customer Success /. Head of Customer Success. Oversees the development and implementation of customer success strategies. Manages the existing customer base. Handles the management and growth of the customer success team. Chief Customer Officer.

Customer Success 84

Customer Success Chief Customer Officer Customers Management 84

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. While in it’s infancy, the adaption of this relatively new technology will grow quickly and can have a significant impact on the evolution of the CX department.

Customer Experience 59

Customer Experience Chief Customer Officer 2017 Touchpoint 59

ChurnZero

FEBRUARY 23, 2023

For example, reach and acquisition are arguably more important to an early-stage company seeking to land its first customer. However, as the customer base grows, retention and loyalty become equally, if not more, important. Good customer support is good marketing too.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

For example, reach and acquisition are arguably more important to an early-stage company seeking to land its first customer. However, as the customer base grows, retention and loyalty become equally, if not more, important. Good customer support is good marketing too.

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

MAY 20, 2021

Even for more tenured Customer Success organizations, it’s an ongoing challenge to maintain consistency and perspective in your strategies and processes – keeping the customer at the center of your bustling and expanding operations. 6M to $10M of Annual Recurring Revenue (ARR) or ~10 Customer Success Mangers (CSMs). Build Phase.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

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 . Companies apply the golden rule of business to customers and employees. . Customer Success Around the Web.

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

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Gainsight

JUNE 9, 2021

Drive to Thrive: How CS Ops Enables a High-Performance Strategy with Jean Nairon Vice President, Customer Success Operations at PTC and Johannes Loeffler Senior Vice President, Head of Customer Success at PTC. Utilizing data analysis, they can adjust the needs of their customers and the growth engine. The answer?

Chief Customer Officer 52

Chief Customer Officer 2021 Sales Customer Success 52

Gainsight

SEPTEMBER 29, 2021

Businesses are looking for a particular background in analytics or technology, which is understandable. But the person applying for the position must comprehend that customer success is still very much about relationships, knowing the customer’s needs, and achieving outcomes with a human-first approach.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Qualtrics

NOVEMBER 16, 2021

The vision of bolttech is really quite simple - to connect people with more ways to protect the things they value,” said Ryan Mascarenhas, Chief Customer Officer at bolttech. “In In order to deliver this vision, we knew we had to rethink the way the insurance industry traditionally approached customer experience.

Insurance 26

Insurance Customer Experience Chief Customer Officer Customer Centricity 26

SmartKarrot

OCTOBER 29, 2021

The letter C, in this context, stands for “chief,” like a chief executive officer, chief, chief customer officer, and chief operating officer. The CCO can create awareness amongst different departments about the importance of advocating the success of customers.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

ChurnZero

JANUARY 15, 2021

As Customer Success hadn’t yet shown to be indefensible at every company, You Mon had cautioned that the function would need to prove itself. Customer Success teams rose to the challenge of retaining customers during a global health and economic crisis. Bigger budgets for Customer Success. And that they did.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

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

ChurnZero

AUGUST 21, 2020

Help customers be agile: Customer Success will be increasingly defined by how much your product could adapt to customer’s changing requirements. Abby Hammer , Chief Customer Officer, ChurnZero. “I Bora Lee , Customer Success Operations Team Lead, ChurnZero.

Customer Success 84

Customer Success 2020 Chief Customer Officer 2021 84

Talkdesk

AUGUST 25, 2015

The days of focusing on customer acquisition alone are over,” explained Omer Gotlieb, co-founder and chief customer officer at Totango , at Talkdesk’s weekly lunch and learn session last Wednesday. Do you have engagement and action plans for both healthy and at risk customers? The winds have changed, said Gotlieb.

Customer Success 72

Customer Success Chief Customer Officer Call Center Customers 72

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. From Puzzle Pieces to the Picture .

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Below, is the blog he wrote. From Puzzle Pieces to the Picture .

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. From Puzzle Pieces to the Picture .

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

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.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

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. What are some of the trends that you’ve seen for cross-sell and upsell for existing customers?

Customer Success 85

Customer Success Books Customers Chief Customer Officer 85

Amity

JULY 28, 2014

And from the CEO on down, the entire senior leadership team will play a role in influencing every department in the organization on the importance of the customer, hence paving the way for the success of the Chief Customer Officer. A number of CEOs have walked in the shoes of their customers.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

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. Who Makes Up a Customer Success Team? What Technology Does a CS Team Need?

Customer Success 126

Customer Success Chief Customer Officer 2021 Sports 126

SmartKarrot

FEBRUARY 9, 2022

You need to articulate why the customer success departments need the budget. You need to pitch properly about plans to scale, use technology, automation, playbooks, and more. You need the right technology partner to ensure product adoption , usage of best practices and ensure no data slips through the cracks to succeed.

Customer Success 10

Customer Success Chief Customer Officer Financial ROI 10

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. So there were a slew of requests from customers and everybody was very reactive to the situation.

2020 98

2020 Customers Communication Customer Success 98

Qualtrics

MARCH 4, 2019

We sat down with Anahita Reilly, one of the first ever Chief Customer Officers in a government organization, to learn how she and the GSA approached a range of topics including how technology improves their customer experience, regulations influence innovation, and how to make sure the taxpayer always comes first.

Customer Experience 40

Customer Experience Government Chief Customer Officer Presentation 40

ChurnZero

OCTOBER 25, 2019

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. Instead, many onboarding efforts are ineffective and often are narrowly focused on the technology itself.

Webinar 49

Webinar Customer Success Customers Chief Customer Officer 49