CSM Practice

AUGUST 3, 2020

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?”. The land and expand process, like a sales process, should have defined stages, activities, and objectives. Duration of Sales Cycle. Type of Upsell.

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Sales Customer Success Chief Customer Officer Strategy 98

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 “ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.”

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ClearAction

JULY 8, 2024

Chief Marketing Officers measure the purple metrics shown below about what happened in the market : customer acquisition cost, margin expansion, sales velocity, customer retention, recurring revenue, expanded purchases, and referral revenue. These metrics are about what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. So, a proper customer success organization is required to provide consistent growth. Should Customer Success report to Sales?

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Customer Success Chief Customer Officer Sales Leadership 65

ChurnZero

JULY 17, 2020

This is a guest blog post by Irit Eizips , Chief Customer Officer and CEO of CSM Practice. . Keeping a renewing client allows you to increase your Customer Success team’s efficiency and grow your SaaS business. In some cases, the renewal process is owned by the Sales team (not the Customer Success team).

Sales 59

Sales How To Net Promoter Score Chief Customer Officer 59

ClearAction

MAY 25, 2023

Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Customers need you to permanently resolve pervasive pebbles in their shoes. That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion.

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Customer Experience Chief Customer Officer Leadership ROI 118

ChurnZero

APRIL 27, 2022

The stages of value realization are definition, delivery, realization, validation, and optimization. Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base. Definition. It’s important that you create a definition of value and communicate that to your customer. .

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

Customer Bliss

NOVEMBER 8, 2018

Do you put the needs of your customers first and focus on the value you provide them? Today, we’re replaying an episode that many of you enjoyed, featuring Francis Cordon , the first Chief Customer Officer at Rigor , a SaaS company. When I asked Francis, “What do you know now, that you wish you knew then?”

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Chief Customer Officer Banking B2B Customers 147

Blake Morgan

JULY 18, 2023

           From Chief Experience and Chief Customer Officers to Customer Experience leaders, more companies are creating customer leadership roles. These positions can greatly impact customer-centricity, but they bring a common question: where do you start?

Leadership 52

Leadership Chief Customer Officer How To Customer Centricity 52

Gainsight

FEBRUARY 11, 2021

Software Equity Group wrote an insightful blog post about the correlation between NDR and price to sales multiple. Alex Clayton from Meritech published a useful list of definitions for some of the top cloud stocks. Sales closes bookings. They have sales processes, marketing processes, billing processes.

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Chief Customer Officer Metrics Software Groups 85

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! If you’re leading CX work for a global corporation, you should definitely listen to this full episode to hear Amanda’s tactics for scaling culture change and work.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. I’d ask if their health measurement model is based on customer outcomes or only business outcomes? Get the Real Story.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Customer Bliss

OCTOBER 18, 2019

In today’s episode, I chat with Curt Balara , Chief Customer Officer at Bel Brands about his role as a leader for a B2B2C company. As CCO, Curt has a holistic leadership position over the sales and customer department, focusing on earning the right to organic, sustainable growth. Internal Team Performance.

Retail 111

Retail Customer Experience Chief Customer Officer How To 111

Customer Bliss

JANUARY 18, 2018

When you gather feedback from customers and frontline staff, you have to identify what the challenges are and get to the root of the problem. Know Your Customer Growth, Loss, and Retention. Kathy mentioned that a major takeaway she got from my book, Chief Customer Officer 2.0 , is the importance of understanding your customer growth.

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Leadership Consumers Customer Experience Chief Customer Officer 128

Beyond Philosophy

OCTOBER 21, 2021

Mead begins his position by defining Customer Experience. Through the lens of the contact center space, his definition focuses on the Customer Service part of Customer Experience. Customers, Mead says, want information, and the organization they contact to own their issue and help them get the information.

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Chief Customer Officer Contact Center Call Center Net Promoter Score 78

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. Sales Enablement.

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Customer Success Net Promoter Score Chief Customer Officer Leadership 0

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. In this article, you’ll learn: Differences between Net Revenue Retention, Gross Revenue Retention, and Customer Retention with definitions and examples.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

Gainsight

JUNE 13, 2024

It may not fit the exact definition your Product, Sales, and Marketing teams use, but the similarities between your academy and your actual product are abundant. Get Promotional Assistance from Your Sales, Marketing, and CS Teams Academy adoption is undoubtedly a metric you own, but you don’t have to increase it alone.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

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Customer Experience Analysis Customers Metrics 120

Gainsight

JANUARY 17, 2023

they’re definitely behind the curve,” says Mehta. Most companies today are focused very much on the how—how to scale, operationalize, measure—of customer success because they know that to get the efficient and durable growth they crave, it takes a digital CS solution.”. The point is to start.

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Customer Success Chief Customer Officer Case Study Customers 52

Kitewheel

JANUARY 7, 2020

The head of each customer-facing department often owns a piece of the experience. The head of marketing may be responsible for how customers interact with content online or in digital ads, while the sales leader may ensure salespeople are adequately coached in a customer-focused sales approach.

Customer Experience 52

Customer Experience Chief Customer Officer Customer Journeys Customers 52

Gainsight

MARCH 10, 2022

One of the most exciting new roles to emerge in SaaS businesses is the CCO or Chief Customer Officer. Adam cited a LinkedIn statistic that states there are 1300 Chief Customer Officers in the US and 300 in the UK, with over half working within technology software and SaaS.

Culture 59

Culture Chief Customer Officer Customer Success Competitive Advantage 59

Oracle

OCTOBER 22, 2018

The sales experience of insurance can be approached similarly down two convergent paths. One path delivers an efficient sale; the other engages and delivers a memorable experience embedded with empathy and care, initiating momentum for future purchases where relevant and word-of-mouth, organic growth.

Insurance 95

Insurance Chief Customer Officer Customer Experience Consulting 95

Gainsight

MAY 1, 2023

The customer success (CS) community has come a long way in the last ten years since our first Pulse Conference in 2013. For many CS professionals, there is a clear track from Customer Success Manager (CSM) to Team Lead to Head of CS and eventually (Chief Customer Officer) CCO.

Effort Score 59

Effort Score Tips Chief Customer Officer Return on Investment 59

Gainsight

APRIL 29, 2021

The discussion brought up the natural corollary subject that no one ever asks or talks about: How do we measure the ROI of our Sales team? Counterfactuals are, by definition, impossible to answer with 100% confidence since you never know “what would have happened” with an alternate decision. Unhappy customers don’t tend to buy.”

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Chief Customer Officer ROI Customer Success Sales 52

Help Scout

APRIL 29, 2021

Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them. Customer service is a part of the business’s strategic vision. The business agrees on a clear definition of “good customer service.”.

Culture 139

Culture Customer Service How To Policies 139

ClearAction

JANUARY 20, 2020

Customer experience (CX) is something that has always existed, from the first people on earth who bartered: does the recipient (customer) view their realities as matching/exceeding their expectations? CX is cumulative, encompassing pre-sale and post-sale. 2) Update Your Customer Experience Management Definition.

Analysis 90

Analysis Customers Metrics Customer Experience Management 90

Gainsight

JUNE 7, 2022

Go Outside Traditional Account Management to Serve Customers Best. Generating the sales pipeline, nurturing relationships, selling additional module add-ons, and handling renewals as a trusted advisor are multiple jobs. We talked about orienting CS around the customer journey, rather than around functions. . “Our

Chief Customer Officer 52

Chief Customer Officer Customer Success Sales Omni-Channel 52

Gainsight

SEPTEMBER 29, 2021

We have seen teachers that become excellent Customer Success Managers. There are even Chief Customer Officers that made their way into the CEO chair. It can be a definite asset if you have a background in data management systems, data analysis, or a degree in operations management.

Net Promoter Score 59

Net Promoter Score Customer Success Leadership Chief Customer Officer 59

Customer Bliss

MARCH 8, 2018

Looked at how to bring sales and customer service together. Walk the C-Suite and Departments Through the Customer Lifecycle. During Charlotte’s “day in the life” process, she deliberately walked the C-Suite through the lifecycle of the customer. ” “You do have hard days, but be confident.

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Customer Journeys Customer Experience Net Promoter Score Call Center 100

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Study 87

Study Customer Success Chief Customer Officer Leadership 87

ClearAction

APRIL 29, 2020

If “customer experience” has innumerable interpretations, the same can likely be said about the ideal role of the Head of Customer Experience. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. Customer experience leadership takes a village.

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Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CX Journey

JANUARY 26, 2016

That aligns well with Google's definition of DNA: the fundamental and distinctive characteristics or qualities of someone or something, especially when regarded as unchangeable. That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA.

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Customer Experience Chief Customer Officer Culture Customer Centricity 80

Gainsight

FEBRUARY 5, 2019

You still must answer: Who should own the renewal number, Sales or Post-Sales? As you can see, the answer is definitively “it depends,” but hopefully I’ve given you enough criteria here to know what it depends upon. But when you peel the onion a little bit, this is actually a layered question.

Chief Customer Officer 53

Chief Customer Officer Industry Resources Software 53

Customer Bliss

NOVEMBER 6, 2018

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. In today’s video, I want to talk about telling customer stories by introducing applied anthropology and ethnography into your listening strategy, and most importantly, into your storytelling.

Hospitality 190

Hospitality Customer Journeys Video Chief Customer Officer 190

Gainsight

FEBRUARY 16, 2021

From one-and-done rap careers to Disney-esque musicals to the Back Street Boys inspiring us , our value of Child-like Joy definitely filled my bucket over the last decade. I Have Nothing” without the Careers of Our Customers. The ultimate manifestation of Customer Success is when the humans at your clients thrive in their careers.

Chief Customer Officer 64

Chief Customer Officer Conference Customer Success Software 64

Gainsight

APRIL 21, 2022

Kellie Capote, Chief Customer Officer at Gainsight, weighed in on why companies were relying on the CS team to achieve goals in this area. The likelihood customer success will improve business performance. The future value of a customer success program. Looking to 2022.

Trends 52

Trends Chief Customer Officer ROI Customer Success 52