Gainsight

APRIL 14, 2022

Though the pandemic isn’t exactly in the rearview mirror yet, we are beginning to understand the effect it’s had on B2B firms across the country — and around the world. One of the biggest paradigm shifts is an increased appreciation for the customer base. We can’t take our customers for granted — ever.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

Chief Customer Officer 107

Chief Customer Officer Customer Experience Customer Journeys How To 107

Kustomer

AUGUST 26, 2022

Led by two of Forester’s VPs, each episode of What It Means invites a Forrester analyst to discuss the hottest topics in customer experience, from tech-driven innovation and CX design to B2B buying trends and marketing planning. The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 95

CSM Practice

NOVEMBER 16, 2020

Little did they know that customer journey mapping gives you the framework to be more customer-centric, most especially for companies that embrace such methodology. Irit Eizips, Chief Customer Officer and CEO of CSM Practice, was recently invited by Planhat to talk about Customer Journey Mapping for B2B Organizations.

Customer Journeys 52

Customer Journeys B2B Chief Customer Officer Exercises 52

Gainsight

JANUARY 10, 2025

CS Expands Beyond B2B Tech For the first time, this years report also includes data from industries other than B2B tech. What started as a strategy for B2B tech companies is now finding a home across industries like healthcare, financial services, and manufacturing. However, this years data shifted from relying on NRR alone.

Trends 52

Trends Report Self Service B2B 52

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 Tools Management Chief Customer Officer 98

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JUNE 8, 2022

Although aerospace is different from business-to-business (B2B) SaaS, SpaceX did provide a fascinating experience that left a lasting impression. . After all, not all companies have reached a post-unicorn status and may lack the budget for a dedicated customer success enablement team. Who owns the customer onboarding? .

Customer Success 59

Customer Success Customer Centricity Chief Customer Officer B2B 59

Amity

MAY 22, 2016

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? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Customer Journeys Chief Customer Officer B2B 57

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

e-support 64

e-support eBook Chief Customer Officer B2B 64

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

ChurnZero

FEBRUARY 23, 2023

Further, additional sales with existing customers have a lower customer acquisition cost (CAC). That’s why ChurnZero believes customer retention and loyalty are the most important stages of customer lifecycle management. So, how can we improve customer retention and loyalty?

Management 52

Management Self Service Customer Retention Net Promoter Score 52

CustomerSuccessBox

AUGUST 16, 2022

rightfully makes it to the top of the list as it is one of the longest-running Customer Success podcasts of all time. It primarily focuses on churn, and customer retention contains relevant data and thus, highly appeals to Customer Success Managers. Link to the podcast: Customer Success Conversations with Rick Adams.

Customer Success 52

Customer Success Chief Customer Officer B2B Leadership 52

Amity

JANUARY 30, 2014

I think Customer Success is going to continue its evolution towards increasingly more proactive assistance to their customers to drive great experiences, thereby increasing product adoption and customer retention. – Kia Puhm, Chief Customer Officer, Blueprint Software Systems.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

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? Improve customer satisfaction – (33%). A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company. How do you get the CEO to buy in?

Customer Success 48

Customer Success Customer Journeys Chief Customer Officer CRM 48

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. Pulse Date: May 13 – 14 2020 Location: San Francisco, CA.

Conference 72

Conference Customer Success Chief Customer Officer Return on Investment 72

Gainsight

JUNE 2, 2022

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. A female Chief Customer Officer ascended into the CEO position. CS for security.

Chief Customer Officer 52

Chief Customer Officer Leadership Innovation Connections 52

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. CEO - C hief Customer Office Council. Chief Customer Officer - Gainsight.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Education Services Group

MAY 25, 2022

Speaker: Jay Nathan , Chief Customer Officer of Higher Logic & Co- Founder of Gain Grow Retain . But for most B2B use cases, the company tends to want to have a little bit more engagement and control over guiding the discussion where it needs to go. So, that’s answer number one.

Chief Customer Officer 52

Chief Customer Officer Multi-Channel Knowledge Base Customer Success 52

ChurnZero

JULY 9, 2020

Just look at B2B bemouths like Salesforce, Moz, and HubSpot. These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. You can include relevant blog content as well as more customer-specific content, such as product updates and tip and tricks.

Strategy 64

Strategy Marketing Case Study Effort Score 64

SmartKarrot

JANUARY 5, 2021

A Customer Success expert, speaker, and a published author, Dave is known for his remarkable expertise in supporting B2B SaaS companies and developing their Customer Success capabilities. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Jeff Breunsbach. Kristi Faltorusso.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

JULY 15, 2022

Visual Paradigm can enable CCOs to magnify customer journey visualizations to focus on improving individual customer experiences. Therefore, this can enable your business to substantially improve customer retention rates and facilitate informed and value-driven decision-making processes.

Customer Journeys 10

Customer Journeys Chief Customer Officer Tools User Experience 10

CustomerSuccessBox

JUNE 7, 2022

Anita Toth is the Chief Churn crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. We asked Anita to share her opinion on customer churn and retention.

Management 52

Management How To NPS Strategy 52

SmartKarrot

APRIL 6, 2021

Just 40 C-level customers will generate nearly 70 percent of the B2B business. Also, there are increasing opportunities C-level relationships can create including customer references, getting into various publications, and more. Is it revenue- if yes, work around customer retention and expansion revenue.

Customer Success 18

Customer Success Software Chief Customer Officer How To 18

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji. Anita Toth. Gemma Cipriani-Espineira. Kellie Capote.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

SmartKarrot

OCTOBER 29, 2021

This makes a case for customer success to have a seat at the leadership table. This transition dates only a decade back since customer success as a domain has started to gain traction in the B2B industry. 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

SmartKarrot

NOVEMBER 11, 2020

And that is when the role of an efficient customer success org structure comes into play. The given infographic shows how a sample B2B customer success org structure should look like. Customer Engagement Manager. A customer engagement manager is a focal point to every significant objective of the business.

Customer Success 12

Customer Success Chief Customer Officer Infographics Policies 12

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

APRIL 21, 2022

Customer-centricity is the need of the hour for B2B SaaS (Software as a Service) companies. It is considered the only way to provide a positive customer experience and improve customer loyalty. It needs more than simple customer service. The entire C-suite is responsible for the customer.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score Effort Score 10

SmartKarrot

NOVEMBER 16, 2022

The services of these professionals aim at turning each new client or subscriber into a loyal long-term customer. They maintain such a relationship with customers that they feel valued thus improving customer retention and leading to the company’s growth. Enhance retention rate and decrease the churn ratio.

Handbook 10

Handbook Customer Success Chief Customer Officer B2B 10

SmartKarrot

FEBRUARY 10, 2021

When you have a customer success team of your own, you have complete control over their deployment for maximum impact at an organizational level. That’s why you need a Chief Customer Officer who can keep a holistic view of customer success’ contribution to the overall business. So, why not from day one?

Customer Success 10

Customer Success Chief Customer Officer Consulting Customers 10

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. During his 12 years with Forrester Research, Bruce led the company’s B2B, financial services, and customer experience practices. She is known globally for transforming businesses to earn customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ChurnZero

MAY 12, 2020

So, the next time you are out walking the dog, running on the treadmill, cleaning the house or doing other tasks that doesn’t require a lot of mental energy, pop in your earbuds, press, “Play” and learn from these Customer Success leaders and SaaS experts. . Host: Jeff Breunsback and Jay Nathan from Customer Imperative.

Customer Success 64

Customer Success Chief Customer Officer B2B Roadmap 64

SmartKarrot

JANUARY 5, 2022

She’s been a key figure in the CS industry, by shaping Customer Success methodologies and best practices used today. Irit is also the Chief Customer Officer & CEO at CSM Practice. Kristi is a pioneer in scaling and transforming customer success organizations at hyper-growth B2B SaaS companies.

Customer Success 23

Customer Success Chief Customer Officer B2B Leadership 23