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

Customer Bliss

AUGUST 16, 2018

On today’s episode, we’re talking to Lee Roquet , the Chief Customer Officer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Understanding your company’s power core is a first crucial step in knowing how to proceed with your customer experience agenda.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111

SmartKarrot

FEBRUARY 21, 2022

Establish customer metrics to define the relationship with the existing customers. As a change agent, it has become crucial for the chief customer officer (CCO) to establish customer metrics to manage customers as an asset. The willingness to take tough calls.

Chief Customer Officer 10

Chief Customer Officer B2B Innovation Feedback 10

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Partner success will be a growing need in 2021.

2021 52

2021 Customer Success 2020 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.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

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

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. For example, Forrester says just “11% of B2B decision-makers” say metrics for customer retention and loyalty are tracked by marketing leaders. So, how can we improve customer retention and loyalty?

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

CSM Practice

OCTOBER 10, 2018

This summer, I received a call from one of my favorite customer success community leaders, Dave Blake who is the CEO for Client Success. 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.

Customer Success 49

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 who is the CEO for ClientSuccess. As a judge, assessing the finalists included meeting with 5 forward-thinking brainiacs, who all shared fascinating new approaches to doing customer success better.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

ClientSuccess

JULY 23, 2019

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. I love that; as our clients are successful, we’re successful.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Chief Customer Officer 94

Chief Customer Officer Customer Centricity Metrics Sales 94

Customer Bliss

AUGUST 16, 2016

Continuing to explore customer experience leadership in many different sectors of business, my podcast today is with Dave Nelson, the Chief Customer Officer at Armstrong Relocation & Companies, a very large family-owned business that provides moving and relocation services as the agency for a national moving company brand.

Customer Experience 111

Customer Experience Chief Customer Officer Leadership Culture 111

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. Bill Quiseng Follow @billquiseng.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

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. Leadership.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

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.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

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

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.

2022 52

2022 Net Promoter Score NPS Return on Investment 52

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

SmartKarrot

DECEMBER 24, 2020

Director, Customer Success Location: New York, NY, US(or remote in the East Region) Organization: Box As a Sr. Director of Customer Success, you will lead a team of high performing, geographically dispersed CSMs. Partner with sales, renewals, and consulting leadership to drive customer business outcomes.

Customer Success 10

Customer Success Chief Customer Officer Customer Retention Culture 10

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

Gainsight

APRIL 14, 2022

Transforming your customer success strategies into revenue-driving operations takes more than additional customer success managers. And then you’ve probably brought in a rock star Customer Success VP. Expansion ARR sourced by customer success. Often, it’s about leadership. That’s great!

Chief Customer Officer 52

Chief Customer Officer Leadership Customer Success Roadmap 52

Amity

NOVEMBER 25, 2014

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” We don’t think so.

Customer Success 48

Customer Success 2001 2005 Chief Customer Officer 48

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

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Chief Customer Officer 2.0.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 98

Metrics Definition Engagement Measurement 98

Gainsight

JUNE 23, 2022

Chief customer officers should consider ways to efficiently scale. This is true for five key reasons: New sales will decline rapidly as fear slows new decisions, so existing customers become even more important. Pooled approaches to customer success.

Financial 52

Financial Chief Customer Officer 2022 2008 52

Gainsight

JANUARY 10, 2022

Past: Customer Success Started as a Community. The word “community” captures how the Customer Success movement got started. Customer Success Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Present: Community Is Exploding. Pulse audiences grew from 300 to 20,000.

Presentation 27

Presentation Customer Success Chief Customer Officer 2013 27

Amity

APRIL 7, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. This often means your customer success team’s impact on the company’s growth.

Customer Success 67

Customer Success Chief Customer Officer Metrics Webinar 67

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations System to automate playbooks and avoid unnecessary manual work. You might also need additional funds approved to hire additional Customer Success managers. This means your customer success team’s impact on the company’s growth.

Customer Success 56

Customer Success Chief Customer Officer Metrics Reference 56

Gainsight

NOVEMBER 4, 2020

In the world of customer success, it’s all about proving value, raising visibility, and understanding the customer, particularly in a time of fiscal “belt-tightening.” Suppose your customer, especially your executive stakeholders, don’t see the value your product or service gives them.

Management 52

Management Chief Customer Officer Demo Engagement 52

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Sales Metrics 40

Amity

JUNE 28, 2017

In the first two parts of this blog series, we argued that while Customer Health Score (CHS) is a helpful metric it is insufficient to address opportunities and challenges with your customers. Following that logic, we should develop a system of combining insights from the two metrics towards a plan of action. Conclusion.

Chief Customer Officer 60

Chief Customer Officer Consulting Measurement Customers 60

ChurnZero

JUNE 17, 2022

It requires a genuine understanding of your customer cohorts and their goals, perceptions, and needs. To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding.

Metrics 52

Metrics Definition Engagement Measurement 52

Gainsight

SEPTEMBER 15, 2022

Data tell a story in customer success. . When interpreted and presented correctly, they reveal what you are doing right or wrong and where you need to improve. They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. That is an excellent metric to concentrate on.

Chief Customer Officer 52

Chief Customer Officer 2022 Metrics Customer Success 52

CSM Practice

APRIL 17, 2017

You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. This often means your customer success team’s impact on the company’s growth.

Customer Success 40

Customer Success Chief Customer Officer Metrics Reference 40