Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. At Lifesize, she was initially VP of Customer Care.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Metrics Customers Chief Customer Officer 97

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 97

Chief Customer Officer Customer Centricity Metrics CRM 97

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Customer Journeys Touchpoint Resources 90

ChurnZero

JANUARY 14, 2020

New feature mitigates churn risk by flagging customer job changes. . LinkedIn launched Data Validation, a feature that helps Customer Success professionals manage their contacts and ensure they have the most up-to-date contact data. Why Customer Success Managers Should Care .

Data 81

Data Sales Chief Customer Officer CRM 81

CSM Practice

MARCH 1, 2021

However, as companies attract more customers, maintaining relationships with customers becomes more challenging. As a result, customer success managers try their best to look for tools, frameworks, and methodologies to capture their customers’ trust to avail solutions and services continuously. .

Customer Success 52

Customer Success Chief Customer Officer How To Customer Relationship Management 52

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience. Complete 360° Customer Visibility.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. “Customer Success isn’t just with one team in the organization.

Customer Success 48

Customer Success Interaction Chief Customer Officer Customer Experience 48

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). We recommend adding a “persona” field to the Contacts object in your CRM.

How To 81

How To Chief Customer Officer CRM Measurement 81

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 Chief Customer Officer Net Promoter Score e-support 48

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. That’s okay. So how do we overcome this?

Software 52

Software Customer Success How To CRM 52

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 48

Customer Success Chief Customer Officer Consulting Customer Centricity 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? 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 Customer Journeys Chief Customer Officer CRM 48

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Gainsight

FEBRUARY 16, 2021

You may wonder what does college basketball and customer success have in common. Many think success starts at the team level. That is why success begins at the top. . Your coach, or in this case a Chief Customer Officer or VP of Customer Success , must have a vision, plan, and direction.

Customer Success 52

Customer Success Chief Customer Officer Analytics Customers 52

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 18) Use CJM, UX, DX, CRM, etc. as Means to an End.

Customer Experience 120

Customer Experience Analysis Customers Metrics 120

Gainsight

NOVEMBER 16, 2020

Through the use of AI, Conversica helps companies extend their workforce capabilities to attract, grow, and retain customers. Conversica’s success also created some significant challenges. Customer Success). They also try to combine financial and opportunity data with CS insights from their customer success platform.

Management 52

Management CRM Chief Customer Officer Sales 52

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. At Gainsight, every internal team benefits from our thriving customer community.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Amity

AUGUST 19, 2014

Amity sat down with Dana Lacey, customer success team lead at ScribbleLive , to get an understanding on how they onboard their CSMs. Do they have success plans for them as well? Seems staffing a customer success team continues to be as hot a topic as customer success itself. DL: Absolutely.

Chief Customer Officer 48

Chief Customer Officer CRM Customer Success Comparison 48

ChurnZero

DECEMBER 27, 2019

5 Common Mist a kes Customer Success Managers Make When Managing Their Day . 5 Misconceptions Customer Success Has About Product . 2019 Top Ra t ed Customer Success Software by TrustRadius . 2019 SaaS Awards Program in the Best SaaS Product for Customer Services/CRM category .

e-support 64

e-support eBook Chief Customer Officer B2B 64

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience.

Customer Retention 52

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 52

Gainsight

JUNE 2, 2022

Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Every year, Gainsight’s CEO, Nick Mehta, invites fellow CEOs to sit with him and discuss their views, insights, and trends impacting customer success and business as a whole. We are about CS Operations.

Chief Customer Officer 52

Chief Customer Officer Leadership Innovation Connections 52

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.

Effort Score 60

Effort Score Conference Chief Customer Officer Consulting 60

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. Perhaps there are more desired attributes, such as previous experience with CRM systems.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Knowledge Base Sales Customers 52

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. 18) Use CJM, UX, DX, CRM, etc. as Means to an End.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Gainsight

OCTOBER 1, 2021

Its progress is in parallel to the beginnings of customer success itself. There were even some hired as administrators of the new CS or CRM platform. Alternatively, CS Ops can fit snugly under your Chief Customer Officer (CCO) or head of customer success. CS Operations Origins.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

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 Chief Customer Officer B2B Leadership 21

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 Software Chief Customer Officer How To 18

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. Quiq is available as a standalone channel and as a prebuilt CRM integration (Oracle, Zendesk, Salesforce). Salesforce makes light work of CRM, sales, and service engagement with its Intelligent Customer Success Platform. Cecilia McKenney.

Call Center 40

Call Center Contact Center Conference CRM 40

ClearAction

MAY 29, 2016

Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings. Anytime these customer touches are hassle-free or tailored to the customer, marketers judge their work to be a good customer experience.

Customer Experience 48

Customer Experience Marketing Chief Customer Officer Self Service 48

SmartKarrot

JULY 6, 2022

Congratulations on becoming the new chief customer officer of the organization. The biggest challenge you will face as the new chief customer officer is that the customer situation has shifted dramatically in the last couple of years. Questions the new chief customer officer must ask themselves.

Chief Customer Officer 10

Chief Customer Officer Self Service Roadmap Customer Success 10

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.

Tips 52

Tips Management Chief Customer Officer Engagement 52

Gainsight

AUGUST 7, 2024

David’s the Chief Customer Officer (CCO) for an AI startup and constantly juggles meetings with customers across the globe. Eric, a Customer Success Manager (CSM), has a schedule that changes often to align with his customers’ evolving needs for onboarding, support, and strategy.

Customer Centricity 52

Customer Centricity Exercises B2C Course 52