Gainsight

APRIL 14, 2022

We can’t take our customers for granted — ever. Investing in customer success (CS) isn’t a nice-to-have anymore — or even merely a high priority — it’s existential. In fact, customer success is the critical growth engine driving net revenue retention (NRR) for subscription-based businesses. Why NRR Matters.

Chief Customer Officer 59

Chief Customer Officer Effort Score Customer Success Analytics 59

Retently

OCTOBER 19, 2018

However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. Well, that’s where the Chief Customer Officer comes into play. CCO stands for Chief Customer Officer.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Does your company need a CCO? Yes, there is.

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Chief Customer Officer Company Tips Leadership 133

Customer Bliss

JULY 18, 2017

As Chief Customer Officer and EVP of Technology Services, Lillie directly leads the Global Customer Success Organization, which includes Global Customer Care, Global Customer Experience, Global Customer Process, and Global Technology Services, including IT and Interconnection Product Engineering.

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Chief Customer Officer Customer Care Metrics Communication 131

Customer Bliss

AUGUST 22, 2018

You may have seen in the news recently that Walmart hired its first CCO , Janey Whiteside, who managed benefits and services – which also included customer engagement, at American Express. 11 Statements to Assess if Your Company Needs a Chief Customer Officer. Does your company need a CCO? Yes, there is.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

CloudCherry

DECEMBER 1, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success 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. Customer experience comprises the entire customer journey.

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Customer Success Customer Experience CEM Touchpoint 247

ChurnZero

MAY 29, 2020

Do you know what Customer Success metrics race through a Chief Customer Officer’s (CCO’s) mind all day long? With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter.

Chief Customer Officer 64

Chief Customer Officer Metrics Net Promoter Score Effort Score 64

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

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Customer Success Chief Customer Officer How To Sports 126

Totango

SEPTEMBER 12, 2018

Totango is in attendance at this year’s conference where the topics consists of best practices and strategies that go beyond the CCO business case, driving C-level accountability for customer centricity. The Customer Success Buzz at CCO. That’s where Customer Success comes into play. That’s Totango’s mission.

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Chief Customer Officer Conference Customer Centricity Customer Success 55

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 282

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

CloudCherry

OCTOBER 30, 2018

In today’s B2B world, customer experience management (CEM) often falls to the customer success 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. Customer experience comprises the entire customer journey.

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Customer Success Customer Experience CEM Touchpoint 186

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. Customer Success Vice President/Director .

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Customer Success Chief Customer Officer Customer Centricity Fashion 98

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.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Sales 98

Customer Bliss

NOVEMBER 21, 2019

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions. I recently spoke with Guy Nirpaz , CEO and Founder of Totango about this path to organizational and customer success on my podcast.

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Chief Customer Officer How To Leadership Meeting 183

Gainsight

APRIL 15, 2022

But you know all this—you’re the hero who has decided to save your company with the superpowers of customer success! The only way you can save the day is to get customer success up and running quickly, with the organization’s support. Customer success is a team effort, more Avengers than Batman.

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Customer Success Effort Score Net Promoter Score Chief Customer Officer 97

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. Think about your customers’ journey after they sign the dotted line.

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Customer Success Chief Customer Officer Course Touchpoint 52

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Do your processes work for 40 customers? Creatively Segment your Customers. Believe it or not, customers are not created equal. Think Scale.

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Customer Success Strategy Chief Customer Officer NPS 123

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

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

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Customer Success Chief Customer Officer Customer Centricity Consulting 52

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. Expanded roles and responsibilities: how will customer success evolve in 2024?

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Customer Success Industry Trends Chief Customer Officer 52

Retently

JULY 28, 2023

However, making sure customer experience is handled the right way throughout your entire organization can be tricky – especially if you have a large company with multiple departments and branches. Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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

ClientSuccess

NOVEMBER 20, 2020

The top customer success conferences are also great places for CSMs and team managers to workshop with others in the industry and start mapping out strategies for the year ahead. Here are a few must-attend customer success conferences scheduled to take place in 2021: 1. Chief Customer Officers Conference – [link].

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Conference Customer Success Chief Customer Officer Leadership 52

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. .

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Customer Success Chief Customer Officer How To Customer Relationship Management 52

ChurnZero

JANUARY 22, 2020

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration. ChurnZero’s integration with Zendesk brings the Customer Success and Support teams closer together than ever before. . Empower Support teams to provide more personalized customer experiences.

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Customer Success Chief Customer Officer Touchpoint Customers 72

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

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Connections Chief Customer Officer Customer relationships Customer Relationship Management 98

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

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

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. The Human Duct Tape Show Podcast.

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Resources Customer Success Chief Customer Officer Case Study 70

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

Gainsight

MAY 23, 2023

At its tenth annual Pulse conference last week, Customer Success (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.”

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Customer Success Strategy Chief Customer Officer Conference 59

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success 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 Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

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Study Customer Success Chief Customer Officer Leadership 87

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.

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Chief Customer Officer Self Service Roadmap Customer Success 10

ChurnZero

MARCH 28, 2023

As you grow your customer base, you must also dedicate resources to Customer Success. A successful subscription model depends on retention. One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is not the same thing as customer satisfaction.

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Customer Engagement Engagement Company Strategy 52