ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Impressed by the positive changes, they decided to create a new role – Chief Customer Officer – and offered it to Jose.

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Customer Experience Customer Centricity Chief Customer Officer Culture 308

ChurnZero

APRIL 13, 2021

With Customer Success being one of the top emerging departments in software companies around the globe, you might be considering a career in this industry, but you also might be wondering which role is right for you. . Chief Customer Officer. Build a profitable customer experience.

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

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Customer Retention Strategy Knowledge Base Chief Customer Officer 97

ChurnZero

MAY 5, 2020

As businesses are thrust into uncharted territory, figuring out how to navigate customer retention strategies to minimize churn will determine their survival. For those who were unable to attend or would like a session refresher, below are the top takeaways for crafting your customer retention game plan. .

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Customer Retention Chief Customer Officer Case Study Customer Success 72

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

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Customer Success Chief Customer Officer Customer Centricity Sales 97

Gainsight

FEBRUARY 28, 2024

Their dedication to revolutionizing customer experience. These leaders, embody a new era of Customer Success (CS) and Community leadership, where innovation and empathy converge to redefine customer satisfaction. In a world where customer retention reigns supreme, their insights are invaluable.

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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

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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

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

CustomerSuccessBox

MARCH 2, 2022

Some years earlier we didn’t even know what Customer Success (CS) was and neither about the salaries in Customer Success but were well aware of what customer support is. There is a clear differentiator between these two and customer success is evolving ever since. Enhances the annual retention rate.

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Customer Success Chief Customer Officer Leadership Customers 52

Gainsight

DECEMBER 2, 2019

Bookmark this collection of resources all about customer retention and stop churn in its tracks. Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Cultivating a high retention rate will set you up for long-term success. What is Customer Retention?

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Customer Retention Resources Strategy Chief Customer Officer 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.

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Chief Customer Officer Customer Success Leadership Customer Retention 52

Gainsight

AUGUST 13, 2024

In our 2023 Customer Success Index report, we found that nearly every company (98%) is maintaining or increasing their investment in Customer Success (CS) —and many are using Customer Success Platforms (CSP) to do so.

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ChurnZero

APRIL 14, 2023

Alignment between Customer Success (CS) and product teams isn’t something that just happens—it takes work. The teams must have a shared understanding of customer needs, the company’s vision, and each other’s roles in fulfilling both. Think about it from a customer’s perspective. Both elements are important.

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Customer Success Net Promoter Score Effort Score Chief Customer Officer 52

CustomerSuccessBox

DECEMBER 24, 2021

An article published in Harvard Business Review states that “the most important interactions [with a customer] are ‘moments of truth,’ those few points of contact that hold the greatest potential to delight — or alienate — an organization’s customers.”. Additional Read- Customer Retention Guide. Let’s find out.

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Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

ChurnZero

FEBRUARY 11, 2022

6 Ways to Capitalize on the C-Suite’s Attention on Customer Success. As a customer success leader, you’re likely familiar with the struggles of gaining executive buy-in and advocating for the criticality of customer success to the larger organization. How to play offense as a customer success leader.

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Customer Success Chief Customer Officer Conference Customers 98

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Customer Success Team Structure: Roles and Responsibilities.

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Customer Success Chief Customer Officer Software Customers 85

ImprintCX Articles

NOVEMBER 12, 2024

In a recent discussion with Vinay Parmar , I was struck by his suggestion that the title of Chief Customer Officer should be changed to Chief Collaboration Officer. When CX leaders drive collaboration, they can ensure smoother customer journeys, which is essential to retaining customers over the long term.

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Customer Experience Chief Customer Officer Competitive Advantage Customer Retention 52

CSM Practice

AUGUST 3, 2020

is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”. Sales or Customer Success? How can CSM Practice Help! .

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Sales Customer Success Chief Customer Officer Strategy 98

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.

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Customer Success Tools Management Chief Customer Officer 98

CustomerSuccessBox

AUGUST 16, 2022

The customer Success (CS) industry has grown exponentially in the last couple of years. A fantastic approach to discovering the key players in the customer success industry and what they’re up to is through podcasts. Customer Success Podcast is often the ultimate reservoir containing the valuable content you need!

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Customer Success Chief Customer Officer B2B Leadership 52

Education Services Group

APRIL 13, 2020

Customer Success as a Service ® provider ESG announces a partnership with ChurnZero , a real-time Customer Success platform, to offer a Digital Customer Success Starter Pack to their customer base. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth.

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Consulting Customer Success Strategy Chief Customer Officer 89

Gainsight

JUNE 8, 2022

In Customer Success 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. Who owns the customer onboarding? .

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CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

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Education Services Group

NOVEMBER 8, 2021

The 2021 Customer Success Leadership Study is out! Especially when they are telling a story about how Customer Success is booming. Without further ado – here’s a quick recap of the 2021 Customer Success Leadership Study! I don’t know about you, but I love data. Numbers are the best.

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ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

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Study Leadership Customer Success Chief Customer Officer 52

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Nick Mehta , Chief Executive Officer | Gainsight. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. The Interview: .

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Customer Success Chief Customer Officer Survey Customers 85

Customer Bliss

SEPTEMBER 27, 2018

“If you have a customer success job in an organization that isn’t interested in customer retention, you need to consider doing something else,” says Lucy Norris , Executive VP, Global Leader of Customer Success at Genesys , a technology company that provides solutions for customer experience, marketing, and sales.

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Communication Chief Customer Officer Customer Care Leadership 222

SmartKarrot

FEBRUARY 25, 2022

A purchase decision is determined by customers- they will look at a positive experience over anything else. Customer experience is now a priority for any company. This is why more businesses are appointing Chief Customer officers to focus on customers. Should the CMO oversee customer experience?

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Chief Customer Officer Resources Marketing Customer Centricity 10

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

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Customer Experience Chief Customer Officer B2B Conference 302

Gainsight

DECEMBER 10, 2018

Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Gainsight Elements: The Science of Customer Success. How to Calculate 6 Key Customer Success Metrics. Click here to read the blog.

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Customer Success Net Promoter Score Chief Customer Officer Metrics 71

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. From a Customer Success and Marketing perspective, optimizing the customer experience might look like exploring support tickets, talking to customers, and running reports on recently churned customers to find out why.

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Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

ClearAction

APRIL 13, 2023

The gap between what’s promised and what’s received, as seen by customers, is your brand integrity gap. CMOs set expectations for customer acquisition and CCOs assure expectations are delivered for customer retention. Championing brand integrity is the ideal purpose of Chief Customer Officers.

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Brands Chief Customer Officer Guidelines Loyalty Programs 62

inSided

APRIL 7, 2020

“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’.

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Handbook Chief Customer Officer Customer Engagement Engagement 59

SmartKarrot

SEPTEMBER 10, 2020

When it comes to customer success, there are various roles in an organization. But this blog is specifically about Chief Customer Officer (CCO). Chief Customer Officer (CCO) is the highest position in the customer success department in any organization. Using metrics. Wrapping up.

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Chief Customer Officer Loyalty Programs Customer Centricity Customer Success 10

Amity

JANUARY 25, 2017

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. Sometimes, it’s nice to talk with other Customer Success Professionals.

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Customer Success Chief Customer Officer Groups Customer Retention 48

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

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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. Customer Retention Defined. A similar but simpler version of GRR is customer retention (also known as logo retention).

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