Top 5 Customer Success Takeaways from Chief Customer Officers USA
ChurnZero had the opportunity to attend and sponsor an event last week called – CCO USA. It was a two-day event in Atlanta, where attendees got to hear perspectives from leading Chief Customer Officers on how to utilize the latest technology to wow your customers, different models and strategies to enact deep operational change and the tools you need to train, measure and encourage core soft skills.
Our very own CCO, Abby Hammer, had a part of the action and was one of the presenters and spoke on- How to Drive Operational Excellence Through Data-Driven Customer Success. In the session she talked about how to proactively manage B2B customers through onboarding, adoption, advocacy and renewal.
The event was full of valuable content and we wanted to compile some of our top takeaways here for you.
1.) Surprise and Delight Your Customers
— Jim Bass (@JimBassCX) February 5, 2020
2.) Leverage Tech to Connect With Customers
3.) Employees First And Then Customers
Take care of employees first so they can take care of customers. Customers are satisfied and experience value as a result and the business receives loyalty. Thank you Andrew Pine #CCOUSA @CoriniumGlobal pic.twitter.com/BcqEfCiEnj— Jim Bass (@JimBassCX) February 6, 2020
4.) Build A Culture Not a Solution
5.) Data & Analytics Are Important, But Don’t Forget Storytelling When Connecting With Customers
Curious at what other events you can catch ChurnZero at this year? Check out our upcoming events schedule here.
And don’t forget to mark your calendar and register for BIG RYG 2020 in October!
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. You can easily miss opportunities to deeply understand your customers’ behavior, when your insights really depend on those data points. But, if you’re utilizing digital communication, you have access to all sorts of “marketing” metrics, that can help you understand the engagement of your customers with your product and your communication!
In this webinar, we will discuss how to:
1. Leverage digital email/in-app metrics as a way to track overall engagement
2. Create strategies for Onboarding and Adoption with a digital approach
3. Combine automated tech touches with human interaction to craft the best engagement strategy
Presenter: Megan Macaluso, Vice President, Strategic Development, ESG
Megan is the VP of Strategic Development at ESG which delivers Customer Success as a Service. They help clients efficiently extend their customer coverage model, refine their digital communication, and improve CS maturity leading to happier customers and a stronger organization.
New ChurnZero Resource:
How to Sell Customer Success Software to the C-Suite
Have you been forced to inherit hand-me-down sales tools that weren’t built with the Customer Success Manager (CSM) in mind? Customer Success (CS) teams are undergoing a painful growth spurt—maturing out of their ill-ﬁt wears that never gave them the conﬁdence to own their role in the customer relationship.
Download this eBook to learn how to sell CS software internally, along with argument positions for each individual executive.
Customer Success Around the Web
- Biggest Lessons in SaaS as Head of Customer Success – Anne Therese Krieger, Head of Customer Success for a SaaS company called Filestage shares her top tips.
- 4 Customer Success Questions You Need to Ask Yourself– Before asking questions to your customers, ask yourself some key Customer Success questions.
- Are Your Customer Success Services Competitive?– It is no longer sufficient to have a great product, you also have to have Customer Success services buyers need.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.