ClearAction

JANUARY 8, 2024

Anything you do that bothers customers costs you! Longer sales cycles due to distrust. Higher costs to serve: customer service, returned materials, remedies, etc. More expense to retain customers: loyalty incentives, customer success, etc. Extra marketing required to overcome negative word of mouth.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

ChurnZero

FEBRUARY 23, 2023

In other words, it’s far easier to convince someone who already knows, likes and trusts you to buy more—than it is to reach, educate and convert new customers—in a time when most budgets are under scrutiny. Further, additional sales with existing customers have a lower customer acquisition cost (CAC).

Management 52

Management Customer Retention Net Promoter Score Loyalty 52

SmartKarrot

APRIL 6, 2021

If you are a customer success leader who’s being forced to use a sales tool that wasn’t built for you in the first place, we get you. how to sell your customer success tool to them. how to sell your customer success tool to them. The Impact of selling a customer success software to the C-suite.

Customer Success 18

Customer Success Chief Customer Officer Touchpoint Customer Retention 18

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

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 93

Chief Customer Officer Customer Centricity Metrics Sales 93

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Let’s dig in and see.

Customer Success 18

Customer Success Chief Customer Officer Metrics Customer Satisfaction 18

Gainsight

FEBRUARY 12, 2019

I frequently hear from customer success and sales leaders that two of the most common reasons for churn or downsell (revenue compression) are executive/sponsor change and lack of perceived value (for your product/service). Document notes from these outreaches for future reference.

Chief Customer Officer 81

Chief Customer Officer Document Reference Measurement 81

Gainsight

FEBRUARY 9, 2022

I’d love to get your input on our Customer Success Organization.”. It’s so encouraging to see CEOs leaning into Customer Success. Inevitably, CEOs and leaders have the following common questions around how a Customer Success Organization should look: What should my Customer Success strategy be?

Customer Success 52

Customer Success Chief Customer Officer Sales Consulting 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

AUGUST 11, 2020

Just like in the first wave, your customers’ lives will be turned upside down once the next wave hits. As customers struggle to adjust and manage, they’ll want to know their troubles are being heard by the businesses they interact with. Customer Success teams are in a unique position to listen to their customers’ challenges.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Success Reference 97

Gainsight

DECEMBER 2, 2019

Here are 10 articles and webinars that focus on the foundational aspects of customer retention and best practices to create a best-in-class customer retention strategy. What is Customer Retention? Customer retention refers to the strategies used to keep customers from spending their money elsewhere.

Customer Retention 52

Customer Retention Webinar Chief Customer Officer Metrics 52

Amity

JULY 28, 2014

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? So are you asking yourself right now (and maybe turn to your colleague to do the same), “Are we ready for customer success?”. Customer success doesn’t just happen.

Customer Success 48

Customer Success Chief Customer Officer Metrics Customer Journey Mapping 48

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? 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

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

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

2022 98

2022 Customer Success Chief Customer Officer Leadership 98

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. And the detailed type of references that Sales is demanding has increased.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

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

SmartKarrot

AUGUST 7, 2020

Customer success departments have different structures in different companies. The Director of Customer Success comes somewhere in the middle of the corporate ladder. Mostly they report to the Vice President of Customer Success or the Chief Customer Officer. Let’s dig in and see.

Customer Success 10

Customer Success Chief Customer Officer Metrics Customer Satisfaction 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

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

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

SmartKarrot

DECEMBER 4, 2020

Before customer success was introduced, companies used to spend massive funds in acquiring the customers only to see them finally go. But as customer retention became a major goal for these companies, customer success ROI started paying off. Importance of measuring customer success ROI.

ROI 10

ROI Measurement Customer Success Return on Investment 10

Gainsight

FEBRUARY 11, 2019

I hosted a panel on “How to Take Customer Success from Idea to Action” with three incredible customer success leaders: Ashley Fryar (VP of Customer Success at NAVEX Global), Bernie Kassar (Chief Customer Officer at Xactly), and Mary Poppen (Chief Customer Officer at Glint).

Customer Success 40

Customer Success Chief Customer Officer Metrics Reference 40

Wootric

FEBRUARY 14, 2019

He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur. He has had a rewarding career as both a thought and people leader. Guneet Singh.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Gainsight

FEBRUARY 11, 2021

Software Equity Group wrote an insightful blog post about the correlation between NDR and price to sales multiple. Sales closes bookings. World-class organizations assign an executive to own Customer Success, often referred to as the Chief Customer Officer. Marketing generates leaders.

Chief Customer Officer 85

Chief Customer Officer Metrics Definition Reference 85

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

Amity

JUNE 28, 2017

Defining the CMI is a business-specific endeavor: For example, the factors you need to assess to understand the maturity of a sales team (if those are your customers) are different from those of a development team, which are different from those of a Customer Success team, architects and so on. Conclusion.

Chief Customer Officer 60

Chief Customer Officer Consulting Measurement Customers 60

Gainsight

SEPTEMBER 15, 2022

Data tell a story in customer success. . They can even tell you when a customer is optimally ready for expansions, upsells, and cross-sells. Data provides the trigger for your Customer Success organization to execute on those opportunity. This data is a good sign of customer success and where it’s going. .

Chief Customer Officer 52

Chief Customer Officer 2022 Metrics Customer Success 52

SmartKarrot

NOVEMBER 16, 2022

Keeping customers satisfied is now the job of the client success specialist because customers are expecting more from the things they purchase and because products are becoming more complex. The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. Who works with a client success specialist?

Books 10

Books Customer Success Chief Customer Officer B2B 10

ChurnZero

JULY 2, 2021

SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success. Generally, Customer Success functions are tasked by their management team or board to focus on either NRR or GRR/customer retention.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Customer Success 97

ClientSuccess

FEBRUARY 26, 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.

Chief Customer Officer 52

Chief Customer Officer Customer Success Books Connections 52

Amity

JUNE 21, 2017

We tried to illustrate this via a detailed example of two customers whose CHS are similar, but their fundamental characteristics are very different and hence different actions (aka success plays) are needed to make them successful. The Rationale: The Evolution of Customer Success. And still something was missing.

Measurement 63

Measurement Chief Customer Officer Customer Success Metrics 63

Gainsight

SEPTEMBER 24, 2019

CSM creates new a rule using Sponsor Tracking to track where previous Business Owner lands and notify Sales when that happens. CSM reaffirms ROI and goals with new Business Owner and with customer Executive Sponsor in the next EBR. Get a new lead for your Sales team. Document notes from these outreaches for future reference.

Chief Customer Officer 12

Chief Customer Officer Events B2B Information 12

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Frank Eliason.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Frank Eliason.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

SmartKarrot

APRIL 12, 2022

The ‘C’ in the C-suite refers to the Chief. The officers in the C-suite are the leading executives and the key decision-makers of the business. However, it doesn’t require a C-suite officer to fulfill the responsibilities. Chief Customer Officer. The post 15 New C-Suite Titles: Hype or Here to Stay?

Chief Customer Officer 10

Chief Customer Officer User Experience Customer Success Innovation 10