Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. CSM & Product’ Is the New ‘Sales & Marketing’. You can’t have a business without a product and you can’t maintain a customer base without Customer Success.

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Webinar Blog Customer Success Net Promoter Score 71

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Get your game-face on CEOs, CMOs, CIOs and Chief Customer Officers.

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Customer Service Chief Customer Officer 2015 Webinar 100

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. Check out our top five Customer Success webinars brought to you by ChurnZero in 2021.

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Webinar 2021 Chief Customer Officer B2B 52

ChurnZero

DECEMBER 2, 2022

All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience. In our webinar, “ Lessons learned from a big a$$ book shift ,” ChurnZero’s CX team pulls back the curtain to share the methodology, approaches, and lessons learned from shifting CSM books across our entire customer base.

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Books Webinar Chief Customer Officer Customer Base 98

Zeisler Consulting

AUGUST 17, 2021

Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership?

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ROI Chief Customer Officer Leadership Return on Investment 93

Think Customers

JUNE 13, 2024

The chief customer officer of ClearAction Continuum reveals four — just four — CX ROI benchmarks to prioritize during the “ Four Gold CX ROI Metrics LinkedIn webinar hosted by the European Customer Experience Organization (ECXO) earlier this month. Hunsaker gets it.

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ROI Metrics Chief Customer Officer Webinar 64

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Some of the key takeaways from the webinar included: .

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Customer Success Webinar Chief Customer Officer Leadership 108

ClearAction

JANUARY 14, 2015

After all, B2B account teams are usually quite involved with clients throughout a long sales cycle, interacting with various influencers of the buying decision and almost "living" the customer journey alongside their clients. High-Touch in B2B Customer Experience. Trendy Customer Experience Management.

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Customer Experience Management Customer Experience Management B2B 97

ChurnZero

JANUARY 10, 2020

While our 2020 Customer Success leaders watchlist below includes long-time Customer Success champions, we’re excited to see several prominent SaaS companies welcome their first-ever Chief Customer Officer to their C-suite roster—a promising sign for the unlimited potential of a career in Customer Success. .

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2020 Chief Customer Officer Customer Success Leadership 52

ChurnZero

DECEMBER 29, 2020

Check out this post to see if you’re inadvertently sending subliminal negativity to your customers. Customer Success Operations 101: Drive Productivity with Purpose, People, and Process. Today, you’d be hard-pressed to find a high-velocity sales, marketing, or product team without a designated operations function.

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2020 Blog 2021 Chief Customer Officer 98

Think Customers

MAY 20, 2024

Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum , a Phoenix-based CX consulting and training company. The first 20-minute webinar, “ Mastering the Maze of CX Metrics & Money ,” was presented in April. Watch the webinar on-demand.

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Chief Customer Officer Webinar ROI Customer Expectations 52

ChurnZero

FEBRUARY 11, 2020

Top 5 Customer Success Takeaways from Chief Customer Officers USA. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. Wednesday, February 19, 2020, 2:00 – 3:00 PM EST. Often, getting access to the data points that matter most early in the customer journey can be difficult.

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Customer Success Chief Customer Officer 2020 Events 52

Totango

NOVEMBER 12, 2018

Moderated by Jamie Bertasi, Chief Operations Officer (COO) and Chief Customer Officer (CCO) at Totango, the panelist consisted of a well-rounded group of CS leaders and executives bringing to the table their own unique perspectives on the state of CS today.

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Customer Success Interaction Chief Customer Officer Customer Centricity 48

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. One persuasive technique is to compare expansion CAC to new customer CAC.

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Metrics Customer Success Net Promoter Score Chief Customer Officer 98

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.

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Customer Success Chief Customer Officer 2021 Webinar 87

ChurnZero

MARCH 3, 2020

While the majority of the attendee base are CEOs and C-level Marketing and Sales roles, Customer Success professionals make up 10% of the audience, and they have a track of sessions dedicated to the practice. ChurnZero is excited to participate and have our Chief Customer Officer, Abby Hammer added to the speaker’s lineup.

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2020 Customer Success Events Workshop 72

CustomerSuccessBox

DECEMBER 24, 2021

Reimagining the way processes work can tremendously improve customer experience. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Consider surveying your customers at significant points in your interaction with them.

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Customer Success Chief Customer Officer Customer Journey Mapping Touchpoint 52

ChurnZero

OCTOBER 28, 2022

To get the rest of our findings, watch our webinar, 2022 Customer Success Study results revealed , in which our expert panel offers their take on the big trends, triumphs, and gaps across the industry. Panelists included: Alli Tiscornia, chief customer officer, ChurnZero. Sales, marketing, product, engineering.

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2023 Customer Success Chief Customer Officer 2022 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Customers associate those positive feelings with your brand and its equity increases.

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Marketing Webinar Reference Events 64

ChurnZero

MAY 20, 2021

Activities: Customer segmentation, defined CSM engagement models, defined customer journey maps, alignment between Sales and Customer Success. Key Focus Areas: Get your foundation in order: data and processes People assume that Customer Success is all about relationships and no science. Warning Sign to Level Up.

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Customer Success Touchpoint Chief Customer Officer Customers 90

Qualtrics

MAY 22, 2019

Jeanne’s expertise comes from being a five-time Chief Customer Officer, having taken her first role at Land’s End in 1983, aged 26 and before ‘customer experience’ had really been defined as a discipline. which focuses on the notion of honoring customers as an asset of the business.

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Chief Customer Officer Leadership Webinar ROI 40

Gainsight

DECEMBER 2, 2019

Customer retention is one of the biggest metrics in SaaS and a key component in any SaaS company’s strategy. Here are 10 articles and webinars that focus on the foundational aspects of customer retention and best practices to create a best-in-class customer retention strategy. What is Customer Retention?

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Customer Retention Webinar Chief Customer Officer Metrics 52

Gainsight

AUGUST 13, 2024

By implementing additional digital post-sales touch points that enhance the customer experience and empower your customer-facing teams with more data they can use in their CSP to drive your customers to success. Think about your customers’ journey after they sign the dotted line.

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Customer Success Chief Customer Officer Touchpoint Sales 52

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is a vital component to startup success so you will find analytical blog posts about the ins and outs of customer acquisition and metrics to help bolster your brand. The Chief Customer Officer (CCO) Council grew from a need to provide CCOs with the information, resources, and support to help them succeed.

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Blog Customer Success Management Chief Customer Officer 45

ChurnZero

NOVEMBER 8, 2019

It s workstreams rely upon inputs like data entered by sales or even ‘gut instincts. ’ Since buyers typically follow a uniform purchasing journey , CRMs are ideal for managing a sales pipeline. . Customer Success Platforms work to foster on-going customer value after the initial purchase.

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Customer Success E-support Chief Customer Officer Customer Relationships 63

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Customer Success Skepticism Exists in Many Organizations (But Can B e Co mbated) . Drivers for corporate growth are no longer limited to Sales and Marketing. Customer Success has proven itself as a new driver for growth.

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2019 E-support Chief Customer Officer Events 75

ChurnZero

MARCH 28, 2023

Early-stage SaaS businesses tend to put most of their focus on acquiring net new customers. For a little while, customer retention is a manageable task with existing staff. When you have only a handful of customers, your sales team, product team, customer support team—and even executives—can join forces to keep them happy.

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Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Gainsight

MARCH 10, 2022

Attend conferences, watch webinars, read books, and look for CS leaders to follow. One of the most exciting new roles to emerge in SaaS businesses is the CCO or Chief Customer Officer. In the past, customer success reported into Sales, Marketing, and Operations.

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2021 Culture Insights Chief Customer Officer 59

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. Now, think about how your Product, Marketing, and Sales teams promote your product to customers and prospects—emails, social media, internal enablement, and in-app notifications.

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Social Media Webinar Chief Customer Officer Customers 52

Qualtrics

MAY 23, 2019

Chief Customer Officer (CCO). Also known as : VP Customer Experience, Chief Customer Experience Officer, Head of Customer Engagement. Chief Information Officer (CIO). What do they do? Also known as: IT Director, Technology Director, Head of IT. What do they do? Watch for Free.

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Management Chief Customer Officer Advertising Webinar 39

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.

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Chief Customer Officer Return on Investment 2013 Customer Success 59

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.

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Customer Centricity B2C Chief Customer Officer Customers 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.

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Customer Centricity B2C Chief Customer Officer Customers 52

Gainsight

JUNE 3, 2021

The key to driving Executive alignment is understanding and utilizing the Chief Customer Officer (CCO) role, and that is what you will find in Gainsight’s Eight Great Playbooks. “To Does the CCO own the entire customer journey? But what about the relationship with Sales? And who gets credit for that sale?

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Leadership Chief Customer Officer Customer Success Customer Journey 40

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. ”] I remember the day when I first recognized that customer experience management would be “my thing.” Hosted free webinars. I wanted to be different.

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Call Center Consulting Customer Experience Net Promoter Score 60

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. Easy setup, an intuitive interface, and hundreds of available apps and API customizations (along with a Stella Connect CRM integration) make it easy for many of our clients, and companies worldwide, to tailor the platform to suit their needs. Cecilia McKenney.

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Call Center 2017 Contact Center Chief Customer Officer 40

Gainsight

NOVEMBER 16, 2020

Despite the importance of renewals in business growth, many companies and teams struggle with a few key challenges–lack of visibility into the renewal book of business, siloed data, and disconnected workflows between Sales and CS teams. . To listen to the webinar on-demand, access it here. . Customer Success).

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Management Chief Customer Officer Books Sales 52