ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

2022 98

2022 Customer Success NPS Customer Satisfaction 98

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Build Customer Success Internally and Externally. Unite Leaders Under A Shared Vision and Performance Metrics.

Customer Success 131

Customer Success Management Metrics Customers 131

Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Customer Success 72

Customer Success Net Promoter Score Presentation Financial 72

CSM Practice

DECEMBER 19, 2021

This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Customer Success is a rapidly evolving function. Yet, Customer Success is often undervalued and underfunded.

Customer Success 98

Customer Success Competitive Advantage Technology Customers 98

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. The rest of the company includes your CEO, which, in Carine’s opinion, shouldn’t be as hard as many customer success teams expect.

Presentation 40

Presentation Leadership Customer Success 2017 40

ChurnZero

MAY 26, 2021

There are a number of Slack communities that have been created specifically for Customer Success professionals. To help with this, we have curated a list of the top five Customer Success Slack communities available for you to join today. CS in Focus applies the same mentality to Customer Success professionals.

Customer Success 86

Customer Success Events Leadership Document 86

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 52

Customer Success Customer Journey Mapping Customer Centricity Leadership 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Chief Customer Officer Customer Centricity Consulting 52

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

Customer Success 81

Customer Success Innovation Webinar Metrics 81

ChurnZero

DECEMBER 11, 2020

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . The best investment your company can make is in its customers – and that means investing in Customer Success. . Watch now. . .

Customer Success 59

Customer Success ROI Leadership Technology 59

Gainsight

JULY 12, 2023

As Customer Success (CS) matures and enters a digital era, operations have never been more pivotal. CS teams are charged with perfecting a seamless omnichannel customer experience throughout the entire user journey, while working at peak efficiency. (No No pressure!)

Leadership 52

Leadership Omnichannel Innovation Customer Success 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. 5 resources to set your CSMs up for success. 5 resources to set your CSMs up for success.

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Gainsight

OCTOBER 7, 2022

According to Gainsight research , companies continue to invest in customer success (CS), and it’s obvious why: CS is an efficient growth engine for the business. . Through renewals and expansion, CS boosts the bottom line by driving Net Revenue Retention (NRR)—a critical metric for SaaS organizations. Explore Pulse+ today. .

Customer Success 52

Customer Success Management 2022 Webinar 52

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Gainsight

MAY 2, 2022

Eight months later, new Peloton leadership called. Helping Customers Reach New Heights. She emphasized that it helped her keep going when times were tough, all in the service of a big goal, a single metric for success. Her approach isn’t so far removed from the best customer success teams’ approach.

Customer Success 52

Customer Success Customers Metrics Customer Journey 52

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 90

Sales NPS Customer Journey Customer Success 90

SmartKarrot

FEBRUARY 10, 2023

Role: VP of Customer Success Location: Shakopee, MN, United States Organization: Entrust As a VP of Customer Success you’ll determine, persuade, and coordinate stakeholders on customer priorities. Gain a thorough awareness of the objectives, priorities, and decision-making procedures of the customers.

Customer Success 19

Customer Success Competitive Advantage Leadership Government 19

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times.

Customer Success 69

Customer Success Metrics Customer Journey Innovation 69

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. What does the chief customer officer role encompass?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

Experience Investigators by 360Connext

JUNE 1, 2017

At the sixth Customer Experience Professionals Association (CXPA) Insight Exchange , I had the chance to learn and share with 350 of my fellow experience fanatics. “Customer Effort” should be a serious metric to consider. As the Employee NPS goes up or down, the customer NPS is sure to follow.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 81

Customer Success Blog Consulting Metrics 81

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

Chief Customer Officer 53

Chief Customer Officer 2019 Customer Success Leadership 53

Amity

AUGUST 5, 2016

With hundreds of customers worldwide, Achievers delivers a powerful new way for companies to engage, align, and recognize employees to drive business success. We sat down with Vanessa Brangwyn , the VP of Customer Success, to discuss how Customer Success has evolved at Achievers over the last five years.

Customer Success 91

Customer Success Culture Customers 2011 91

SurveySparrow

JUNE 30, 2023

. #4 Develop and implement CX strategies Design strategies to enhance overall customer experience. Define goals, metrics, and action plans to achieve desired outcomes. #5 5 Monitor the customer journey Track customer interactions across various touchpoints.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

SmartKarrot

OCTOBER 28, 2021

Role: VP, Customer Success Location: New York, NY, US Organization: TripActions As a VP of Customer Success, you will build and lead a North American Customer Success organization across all levels. Reporting and analysis – own all customer metrics reporting to management.

Customer Success 19

Customer Success Metrics Events Customers 19

Gainsight

NOVEMBER 2, 2022

But the reality is digital transformation changes the economics of instrumentation, metrics, and measurement. Some emerging KPIs Schrage noted include employee experience, customer experience, and customer lifetime value. a tech company that offers a customer success software platform. “We

Retail 52

Retail 2013 Metrics Definition 52

SmartKarrot

AUGUST 4, 2022

Collaborate interdepartmentally to ensure the voice of customer is evangelized and user experience and product enhancements are continuously improved. Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing.

Customer Success 19

Customer Success User Experience Customers Innovation 19

SmartKarrot

APRIL 27, 2022

Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Storm5 As a Vice President of Customer Success, you will understand the account structure and its partner eco-system to formulate a way of working & onboarding plan and executing the same.

Customer Success 19

Customer Success Roadmap Government Customers 19

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Amity

NOVEMBER 30, 2016

In my last post, I covered how you can’t f@&k around with hiring as a customer success leader at a fast growing start-up. While my experience has mostly been at start-ups, this applies to any company and really any leadership role. Try and get your key metrics in a central place that makes providing updates easy.

Communication 57

Communication Customer Success Net Promoter Score Metrics 57

Amity

NOVEMBER 14, 2016

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. No pressure, right? Experience.

Customer Success 95

Customer Success Management Culture Communication 95

Amity

MARCH 5, 2018

Congratulations, you’re ready to hire a Customer Success Manager (CSM)! Many industry experts say it is never too soon to hire for customer success. In today’s blog, you’ll learn: - The top traits and skills to look for when hiring a Customer Success Manager. No pressure, right? Experience.

Customer Success 77

Customer Success Management Culture Communication 77

SmartKarrot

APRIL 8, 2022

Role: VP Customer Success – BetterUp Care. As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care. Lead hiring for BetterUp Care customer success partnering with recruiting and Care leadership. Organization: BetterUp.

Customer Success 19

Customer Success Document Leadership Metrics 19

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Blog Consulting Metrics 48

Amity

JULY 13, 2016

And to achieve this, Customer Support is now Customer Success. Still, expectation gaps remain, Customer Success by definition is still in its infancy, processes are immature and confusion reigns. Bluenose - Best practices for managing Customer Experience, Net Promoter and Customer Success programs.

Customer Success 48

Customer Success Blog Consulting Metrics 48