SuiteCX

JANUARY 19, 2015

10 Key Insights from 15 Years of Customer Journey Mapping Case Studies January, 2015. It was hard to boil these down to just 10, but we think these are the most important insights to emerge from over 100 client engagements.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

InteractionMetrics

FEBRUARY 20, 2025

The result is a clear roadmap to improvement for your company. And when you have an actual score instead of a gamed score, you can make decisions based on facts. You can also encourage your customer base to participate through gamification. Research industry benchmarks.

NPS 52

NPS Net Promoter Score Strategy How To 52

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Company Management Roadmap 59

Thematic

MARCH 26, 2025

Here are few of the places where you can get customer feedback from: Surveys – NPS , CSAT, and CES surveys provide structured, scalable insights across your customer base. Customer service teams play a key role here, acknowledging individual concerns and following up with solutions or updates.

Feedback 62

Feedback Social Media Analysis Survey 62

inSided

OCTOBER 1, 2022

That was the case for Cognite. According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. For a customer going through an upsell to buy a new module, you might include a link to a case study about that module.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

Gainsight

SEPTEMBER 21, 2022

There are plenty of unexpected challenges in SaaS right now, as the looming recession becomes a reality, but Customer Success (CS) organizations in particular are adopting digital tactics to overcome and endure these challenges. .

Customer Success 52

Customer Success How To Self Service Case Study 52

AWS Machine Learning

AUGUST 26, 2024

This approach allows us to dynamically combine structured internal business data with relevant unstructured content, providing our field teams with comprehensive, up-to-date, and context-rich summaries for every customer engagement. We also make sure this feedback reaches the relevant teams across AWS that manage data and insights.

Sales 125

Sales Multi-Channel Metrics Feedback 125

Thematic

APRIL 17, 2024

Connect the dots between customer experience analytics-driven improvements and key business goals: increased retention, lower churn, reduced acquisition costs, boosted upselling, etc. Cross-Team Impact: Break down silos.  Do you want to deeply understand customer sentiment, predict churn, personalize experiences, or something else?  Prioritize

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Connect the dots between customer experience analytics-driven improvements and key business goals: increased retention, lower churn, reduced acquisition costs, boosted upselling, etc. Cross-Team Impact: Break down silos.  Do you want to deeply understand customer sentiment, predict churn, personalize experiences, or something else?  Prioritize

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Connect the dots between customer experience analytics-driven improvements and key business goals: increased retention, lower churn, reduced acquisition costs, boosted upselling, etc. Cross-Team Impact: Break down silos.  Do you want to deeply understand customer sentiment, predict churn, personalize experiences, or something else?  Prioritize

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Amity

NOVEMBER 4, 2016

Following up with the billing department to ensure that a customer’s invoice was truly corrected, following up with product development to see where on the roadmap a desperately needed feature enhancement was, following up with the training team to confirm that an additionally purchased training package was delivered.

Data 48

Data Travel Case Study Roadmap 48

ClientSuccess

APRIL 20, 2017

He went on to say, “What happens in a lot of organizations is everyone wants to talk directly to the customers, and eventually the customer is the one who suffers. Product wants to speak with a customer about a feature, Marketing wants to do a case study, and so on.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

Retently

JUNE 4, 2018

The surprising insight, based on a case-study , is that non-respondents churn the most, even more than Passives or Detractors. Closing the loop with a prompt response would also require the availability of enough staff able to deal with the received customer feedback.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

CustomerSuccessBox

MAY 17, 2021

You need to dig into historical churn data and analyze the use cases nailed, the segment of the customer, license utilization, QBR is done, frequency, and trend of usage. Churned customer expectations from the product and what could have been done better.

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

Customer Alignment

OCTOBER 9, 2017

At the CXPA CX Day event in London earlier this week, we heard a compelling case study, delivered by the worthy 2016 CX Award Winner, Old Mutual Wealth. The story was eloquently and warmly told by Christina, who heads up Old Mutual Wealth’s (OMW) Customer Experience for them.

Customer Centricity 40

Customer Centricity Company Case Study Roadmap 40

delighted

DECEMBER 10, 2019

NPS) present a unique case for a CX program in itself — how do you know if your customers are loyal without a CX program in place that measures sentiment? Our customers have found that measuring operational metrics alone isn’t enough (read the case study ). Group customers based on their CX score.

ROI 40

ROI Measurement Customer Experience Effort Score 40

ChurnZero

DECEMBER 20, 2019

When customers are super successful and become Promoters, we congratulate them, highlight them in case studies, and pat ourselves on the back for contributing to their achievements. When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

SurveySensum

NOVEMBER 6, 2023

For rNPS, you send the survey at regular intervals, ideally, every 6 months, to assess the long-term, overall relationship and loyalty of your customers. Based on your survey objective, you can choose any of the NPS survey types and send your surveys accordingly. Encourage Advocacy: Request promoters to become advocates for your brand.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

SurveySparrow

SEPTEMBER 6, 2019

The simplest formula for Customer Lifetime Value that anyone with technical knowledge can understand is this: Customer Lifetime Value = Customer’ spend – Cost of acquiring – the cost of marketing – the cost of serving the customer. 7 Create a knowledge base. Conclusion.

Social Media 51

Social Media Effort Score Metrics Customers 51

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

SmartKarrot

NOVEMBER 7, 2022

Collaborate with the Product team to groom and enhance our product roadmap. Collaborate with Marketing to build and enhance customer facing collateral. Analyze customer usage to identify patterns for success as well as risk. Identify case-study opportunities. Leverage data to enable processes of adoption and usage.

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

SmartKarrot

OCTOBER 17, 2022

Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts. Support the marketing programs that develop customer-specific case studies and references. Know your assigned customers’ business inside out.

Customer Success 19

Customer Success Retail Case Study Roadmap 19

SmartKarrot

FEBRUARY 21, 2022

Partner with clients to create and deliver Case Studies that can be taken to market. Stay up to date with Customer industry trends. Seamlessly partner with internal teams (Sales, Subject Matter Experts, and Support to deliver exceptional customer experiences. Deliver QBRs that are focused on impact.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

SmartKarrot

APRIL 14, 2022

Deliver advanced technology services that create maximum value for all customers across the portfolio. Continually communicate platform improvements to the Chief Technology Officer to enhance the customer experience and adoption of the platforms across the customer base. testimonials, case studies).

Customer Success 19

Customer Success Case Study Roadmap Customers 19

SmartKarrot

JULY 29, 2021

Develop data-driven playbooks that drive client results and inform product roadmap. Create and deliver success plans and success reviews with your customers to optimize their usage of our platform. Work closely with the Head of Customer Success to refine and improve processes and being proactive in driving new projects and initiatives.

Customer Success 12

Customer Success Case Study Entertainment Roadmap 12

SmartKarrot

NOVEMBER 26, 2020

Hire and build out a sizable team (internally & externally) to service our rapidly growing customer base. Manage cross-functional relationships with leaders in Product, Engineering, Operations, and Marketing to advocate for users and influence the long-term product roadmap. testimonials, case studies, attending events).

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

SmartKarrot

APRIL 2, 2021

Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Checkr, Inc. As a Director of Customer Success, you will define and execute on a scalable strategy for driving adoption and growth across the customer base. Identify opportunities for customers to act as TSG advocates (e.g.

Customer Success 10

Customer Success Entertainment Case Study Roadmap 10

SmartKarrot

NOVEMBER 30, 2023

She suggested keeping the customer success team updated on ongoing conversations to prepare for any sudden shifts or new requirements. Segmenting customers based on behavior and satisfaction levels allows for a more nuanced understanding of potential risks.

Management 10

Management Case Study How To Roadmap 10

SmartKarrot

MAY 19, 2020

That business model is slowly passing by giving its way to the subscription based business model and service providers are finding it increasingly useful to navigate their roadmap along the lines of customer lifetime value. Customer Segmentation. So, let’s dive straight into them!

Net Promoter Score 10

Net Promoter Score Management Effort Score Customer Success 10

SmartKarrot

APRIL 17, 2020

Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing to refine existing and create new onboarding assets. Help drive customer references and case studies. Help drive customer references and case studies.

Customer Success 8

Customer Success Consulting Case Study Customers 8

SmartKarrot

FEBRUARY 7, 2022

Onboarding new customers. Customer success managers can leverage the robust rules engine present in SmartKarrot software to automatically trigger alerts to CSMs so that they can swiftly address churn risks or expansion opportunities. Thus, ensuring the implementation of key customer initiatives, objectives, and even tracking progress.

Customer Success 10

Customer Success Software Report Customer Journeys 10

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. Furthermore, AI could help to fine-tune each response by treating each customer based on their value to the business.

Loyalty 59

Loyalty Trends Data Marketing 59

SmartKarrot

DECEMBER 29, 2020

Drive strong customer engagement with assigned customer base through consultative outreach and partnership to directly drive strong customer outcomes across all Enterprise solutions. Collate and share best practice examples of reporting, strategies, and case studies across the teams. Apply here: [link].

Customer Success 10

Customer Success Case Study Roadmap Touchpoint 10