PeopleMetrics

MAY 4, 2017

Journey mapping helps you develop empathy for customers so you can build a better experience for them. According to Jeanne Bliss in Chief Customer Officer 2.0 : “A journey framework even in its simplest form, when used with consistency, provides rigor to understand where the priorities in customers’ lives are.

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Customer Journeys Banking Chief Customer Officer Touchpoint 91

ChurnZero

FEBRUARY 11, 2022

But Michael finds many customer success leaders default to playing defense. “I I talk to customer success leaders and they’ll say things like ‘I have a new chief customer officer or a new CEO and I need to find out what they think about customer success,’” says Michael. That’s the wrong approach.”.

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Customer Success Chief Customer Officer Conference Customers 98

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

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Chief Customer Officer Customer Success Leadership Customer Retention 52

Gainsight

OCTOBER 17, 2022

That’s why customer success and product experience become core competencies during a downturn. . To help SaaS leaders navigate the current environment, we’ve put together this ebook on The Path to Durable Growth. How Customer Success Can Help Saas Companies Improve Their NRR. via GIPHY. Durable growth changes the game.

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Chief Customer Officer Customer Centricity eBook Customer Success 59

ClientSuccess

NOVEMBER 2, 2020

Featuring real-world CSMs with real-world challenges, CSM From the Trenches offers a case study-like look at customer issues and presents an actionable solution to these common situations. Here are some additional resources from ClientSuccess : The Customer Success Webinar Series. Customer Success eBooks. More Toolkits!

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Resources Customer Success Chief Customer Officer Case Study 70

Gainsight

DECEMBER 1, 2022

Customer Success (CS) leadership roles can be hard to define. If you interviewed 100 SaaS CEOs about what’s in and out of scope for a Chief Customer Officer (CCO) , chances are you’d get 200 answers. As an emergent position in a highly competitive industry, jumping into a leadership role can be intimidating.

Customer Success 52

Customer Success Chief Customer Officer Leadership eBook 52

Gainsight

APRIL 21, 2022

Every year Gainsight loves to give our customers and community the best of what we have for resources, including events, webinars, articles, ebooks, and more. As we enter the post-pandemic era, we have learned that customer success was one of the leading reasons companies who invested in CS fared better than those who did not.

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Resources Customer Success Chief Customer Officer eBook 52

ChurnZero

DECEMBER 13, 2019

Emilia , Partner at Winning by Design, gives Customer Success leaders a practical blueprint to execute incremental change that won’t overwhelm your team. I’m a huge advocate of tying a number to Customer Success. Q: What are your recommendations for reporting Customer Success team activity to leadership?

Customer Success 72

Customer Success Strategy eBook Chief Customer Officer 72

ChurnZero

MARCH 3, 2020

The world’s only free, invitation only CS Leadership opportunity hosted by Aaaron Thompson the Founder and CEO of Portland Customer Success. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup. dence to own their role in the customer relationship.

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Conference Customer Success Chief Customer Officer Return on Investment 72

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . .

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Customer Success Chief Customer Officer ROI Sales 61

ChurnZero

JANUARY 15, 2021

Having the ability to tailor an onboarding experience for each customer’s needs and context is more memorable and more helpful to the customer in enabling them to be successful using your software compared to merely inserting their name into a generic welcome guide. Bigger budgets for Customer Success.

Customer Success 52

Customer Success Effort Score Self Service eBook 52

ClientSuccess

FEBRUARY 26, 2019

I absolutely LOVE Jeanne Bliss and Chief Customer Officer 2.0. I often quote her book in class when referring to storytelling and it’s VITAL importance in Customer Success. Here are other customer success resources: Customer Success eBooks : Customer Success as a Culture: Customer Success Leaders Edition.

Chief Customer Officer 52

Chief Customer Officer Customer Success eBook Exercises 52

ClientSuccess

JULY 23, 2019

Earlier in my career, there was a specific instance where a customer came to me with a business problem, and in that moment I was so worried about not having the right answer I just started throwing out potential solutions. Companies need to centered around the success of their customers; it shouldn’t just be the responsibility of the CSM.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

ClientSuccess

MAY 15, 2019

Through that narrative, they started to feel more connected and bought into the idea of customer success. Another initiative we’ve worked on is connecting people directly to customers. Our customers enjoy getting the additional support and telling their success stories, which in turn makes customer success a more tangible concept.

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Customer Success Chief Customer Officer Leadership Culture 45

SmartKarrot

JANUARY 5, 2021

Ruling the Customer Success industry with her tried-and-tested business growth practices, Jeanne is a celebrated coach to over 20,000 leaders and a 5-time Chief Customer Officer with global giants. Additionally, he serves as the Chief Customer Officer at Higher Logic. Jeanne Bliss. Peter Armaly.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ClientSuccess

OCTOBER 10, 2018

5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. 6) From : Jesse Brightman , Head of Customer Success | Company : stensul | Location : New York City. Ultimate Guide to SaaS Customer Success Metrics.

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Customer Success Management Chief Customer Officer Customers 70

ClientSuccess

OCTOBER 17, 2018

I do this in part by bringing back the often difficult-to-hear stories from customers about what isn’t working for them in the hopes that advocating on their behalf translates into success for both them and for us as a company. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

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Customer Success Chief Customer Officer eBook Software 56

ClientSuccess

AUGUST 24, 2018

From : Adam Kuznia , Chief Customer Officer. You can apply the practical concepts in “Discipline 1: Build a cohesive leadership team” to any interpersonal relationship. ——————————————————————————————————–. 5) Shortcut: How Analogies Reveal Connections, Spark Innovation, and Sell Our Greatest Ideas , by John Pallock.

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Customer Success Management Chief Customer Officer eBook 40