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Recently, I was joined by Yamini Rangan, chiefcustomerofficer of Hubspot for a LIVE version of my podcast, the ChiefCustomerOfficer Human Duct Tape Show. B2B is interesting. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week.
In today’s B2B world, customer experience management (CEM) often falls to the customersuccess team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. But what about everyone who isn’t your customer?
In 2003 there were 30 ChiefCustomerOfficers worldwide according to the ChiefCustomerOfficer (CCO) Council, reaching 450 by 2011. The customersuccess team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.
In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Invest Deeply in Listening to Your Customers. Leading CustomerSuccess in a B2B Business with Jose Vergara.
Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense
In today’s complex and digital world, B2B buyers are relying more on trusted sources such as review sites, online searches, and peer-to-peer insights––instead of vendor-provided information––when it comes time to make purchasing decisions. How to effectively engage and optimize your customer experience.
In today’s B2B world, customer experience management (CEM) often falls to the customersuccess team. They naturally gravitate to the role because they spend a lot of time talking with customers and they have an intimate understanding of what customers need. But what about everyone who isn’t your customer?
Past: CustomerSuccess Started as a Community. The word “community” captures how the CustomerSuccess movement got started. CustomerSuccess Managers” were cropping up in dozens of SaaS companies, but they often felt isolated. Well, community has a special meaning here at Gainsight.
“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , ChiefCustomerOfficer at Box , a cloud content management company that serves about 90,000 customers. Delivering value is ultimately the key point of B2Bcustomersuccess and delight.
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. Why NRR Matters.
In today’s episode, I chat with Daniel Coullet , Senior Vice President of CustomerSuccess and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customersuccess, and the value of designing customer room for enhancing employee and customer experience.
Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first ChiefCustomerOfficer at Rigor , a SaaS company. In this conversation, Francis and I chat about the importance of putting yourself in your customers’ shows in order to earn your right to customer-driven growth. .
This is a guest blog post by Jay Nathan, ChiefCustomerOfficer at Higher Logic. A J oint Success Plan is a simple but powerful tool for outcome-based customersuccess management. It’s designed to help solution providers align with their customers’ business goals and objectives.
With each passing year the CustomerSuccess industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP CustomerSuccess & Operations, ESG. Jay Nathan , ChiefCustomerOfficer, Higher Logic.
On today’s episode, we’re talking to Lee Roquet , the ChiefCustomerOfficer at Yellowfin , a B2B SaaS company that provides a business intelligence analytics platform. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.
Check out our top five CustomerSuccess webinars brought to you by ChurnZero in 2021. Watch this webinar to learn: Basic negotiation approaches for CustomerSuccess Managers. Common customer objections and how to prevent them. How to escalate a customer negotiation for the best results. What’s Next.
Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for CustomerSuccess Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the CustomerSuccess industry.
So, to reprieve our collective cry for clarity, we asked industry experts to give their best predictions on the future of CustomerSuccess. So, without further ado, here’s what our CustomerSuccess experts had to say: You Mon Tsang , CEO, ChurnZero. Greg Saiz , VP of CustomerSuccess, Betterworks.
At ChurnZero, our mission is to be the best CustomerSuccess platform out there – and CustomerSuccess teams sit at the heart of this goal. Since the field of CustomerSuccess is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, ChiefCustomerOfficer, Lucidworks.
He is a sought-after keynote speaker and a best-selling author on customer experience. Dan is currently the General Manager at GainSight EMEA and is one of the foremost thought leaders in customersuccess. Dennis Snow is the CEO of Snow & Associates, a customer service excellence firm. Dennis Snow Follow @DennisSnow.
For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customersuccess teams but don’t have customer journey maps which can be considered as a loophole.
ChurnZero Leads G2’s Summer 2019 Momentum Report for CustomerSuccess Software. The new CustomerSuccess Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year.
Top 5 CustomerSuccess Takeaways from ChiefCustomerOfficers USA. Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven CustomerSuccess. dence to own their role in the customer relationship.
In CustomerSuccess circles, we practice the belief that when a company has the customer at the center of all that it does, customer outcomes will be achieved. his means that the product or service that a company is providing satisfies customers’ business needs. One that comes to mind is SpaceX.
Customersuccess 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%). So are you asking yourself right now (and maybe turn to your colleague to do the same), “Are we ready for customersuccess?”
Top 10 Must Attend Conferences in 2020 for CustomerSuccess Professionals. It’s also a great opportunity to meet and network with peers within the CustomerSuccess community. Below you’ll find the chronologically ordered top ten conferences CustomerSuccess professionals should attend in 2020 to help grow their careers.
At its tenth annual Pulse conference last week, CustomerSuccess (CS) platform Gainsight unveiled a new product designed to digitally connect the various fragments of customer experience, oriented around CS and supported by a new company-wide licensing option. So it’s complicated for the customer.”
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.
Chad Horenfeldt – Director of CustomerSuccess at Kustomer. With over 15 years of experience in customersuccess, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing CustomerSuccess teams. LinkedIn: [link]. Website : [link].
ClientSuccess hosted Jamey Jeff, Managing Director of CustomerSuccess Solutions of Coastal Cloud , for this month’s customersuccess webinar series: 5 Standout Strategies of Top Performing CustomerSuccess Teams. The webinar covered five standout strategies of top performing customersuccess teams.
With the grace of a number of CustomerSuccess communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customersuccess, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. Lincoln Murphy. Aaron Thompson. Alex Farmer.
The term “customer-first” gets thrown around and cited often in the B2B world. The challenges to becoming a customer-centric company are not easy to overcome alone. It takes a village to raise a customer-centric company. Your entire organization must invest in rallying around the customer.
The customerSuccess (CS) industry has grown exponentially in the last couple of years. A fantastic approach to discovering the key players in the customersuccess industry and what they’re up to is through podcasts. CustomerSuccess Podcast is often the ultimate reservoir containing the valuable content you need!
CustomerSuccess is one of the biggest buzzwords floating around the B2B SaaS space today. Ensuring that your customers achieve their desired outcome using your product is at the core of CustomerSuccess. Yet, it’s easily one of the most important elements to the growth of your company. CX Journey.
Twitter can be a goldmine for discovering the latest CustomerSuccess trends and strategies. Get excited for the BIG RYG CustomerSuccess Conference by getting to know some of our individual speakers. . Nick Mehta, Gainsight Nick ( @nrmehta )is CEO of Gainsight , the CustomerSuccess company.
Serious About CustomerSuccess? These changes have made it essential that B2B software companies adapt and deliver ongoing use r value. Now more than ever CustomerSuccess is essential to the long-term success of your entire organization. Your CRM is Not Enough!
In the growing field of customersuccess, 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 customersuccess job posting that will give you a pool of stellar candidates. Why and how?
CustomerSuccess (CS) is no longer just a departmentits a company-wide growth strategy that drives retention, efficiency, and revenue. Gainsights latest report, The CustomerSuccess Index (CS Index), conducted in partnership with Benchmarkit, reveals the trends reshaping CS in 2025.
Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of CustomerSuccess. Director of CustomerSuccess - Proven. Alex curates the CustomerSuccess Newsletter which is a weekly curated collection of 4 helpful articles from around the CustomerSuccess community.
Is 2014 the year of CustomerSuccess? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customersuccess 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 customersuccess!
Have you just become a C-Suite leader for your B2B organization’s customer experience? Integrate his team: Francis understood that customersuccess doesn’t just come from post-sales. He worked with pre and post-sales teams, and customer/tech support to get them on the same page in terms of fostering customersuccess. .
From optional to all-important, CustomerSuccess has come a long way in the last decade. Paul: Before we jump into the topic of CustomerSuccess and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind CustomerSuccess.
From optional to all-important, CustomerSuccess has come a long way in the last decade. Paul: Before we jump into the topic of CustomerSuccess and what seems to be this booming role at the moment, we play a little game called “the lightning round.”. Defining the what and why behind CustomerSuccess.
It’s an exciting time to be in customersuccess. “2024 will continue to see the chiefcustomerofficer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. Expanded roles and responsibilities: how will customersuccess evolve in 2024?
This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. The goal of this article is to show you options and maybe trigger some thoughts or new ideas around different customer retention strategies that you can employ before the next wave hits. . #1.
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