ClearAction

DECEMBER 31, 2016

Consult the journey map regularly when creating or adjusting anything. Why this will accelerate results: Customers want smooth journeys. Voice of the Customer — resolve to drive action company-wide. Let customers give you feedback how and when they want. Customer Experience Maturity Roadmap (10-part series).

Customer Experience 81

Customer Experience Customer Journeys Customers Roadmap 81

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

JANUARY 8, 2021

Through his leadership, his teams have consistently attained above 90% customer satisfaction ratings (CSAT); an extraordinary feat,” said Ross Wainwright, CEO of Alida. Prior to Alida, Jason led the customer success and consulting services teams at BMC Software, CA Technologies and Protiviti. Customer Success Around the Web.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

Wootric CX Blog

NOVEMBER 4, 2020

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Gainsight

JULY 25, 2022

In fact, Mark Thomason, Research Director, IDC, reflected that a product is sticky when, “The Customer Success team proactively reaches out to ensure you know how to use their product best to get through a given situation.” . Your people provide a meaningful consultative relationship. Your customers aren’t simply users—they’re humans.

Strategy 64

Strategy Roadmap Customer Success Consulting 64

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

BirdEye

APRIL 11, 2023

BCG matrix The Boston Consulting Group’s product portfolio matrix, often called the BCG matrix, is similar in appearance to a SWOT analysis. With a well-crafted strategic plan in place, you’ll have a roadmap to success and a way to monitor your progress along this exciting journey. Otherwise, your analysis will be too broad.

Examples 98

Examples Strategy Analysis ROI 98

Thematic

MARCH 27, 2023

Firstly, it’s important to consider feedback sources beyond surveys alone to listen to a broader customer base, gain greater context and improve the quality of your insights. This enables you to further invest in your programme to continue to move up the maturity curve and continuously push customer experiences to greatness.

Tips 71

Tips Customer Centricity Feedback Social Media 71

ChurnZero

FEBRUARY 26, 2021

“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. Take the initiative to align on your product roadmap. That was years of friction between Product and Customer Success that was distilled into a few training sessions.

Customer Success 59

Customer Success Company Management Roadmap 59

Wootric CX Blog

SEPTEMBER 23, 2020

If customers know in advance that feedback is taken seriously–for example, that it informs your roadmap, resource allocation, and training–your response rates will be higher. . And if they remain a customer, they’ll probably be far more likely to fill out another survey when one pops up.

Survey 98

Survey Net Promoter Score Effort Score How To 98

Gainsight

SEPTEMBER 28, 2022

The software world is chock-full of models, frameworks, schemas, configs, processes, workflows, journeys, blueprints and so many other business-planning growth strategies that make every business consultant’s mouth water. Have clarity and reasoning behind your roadmap. ” Pun intended.

How To 52

How To Roadmap NPS Fashion 52

ChurnZero

JANUARY 13, 2023

Ed Powers , principal consultant, Service Excellence Partners. 2023 will be a big year gaining market traction in new customer intelligence platforms. As a result, CS teams will analyze their customer base to identify likely churn risks and revenue loss due to economic changes. Jason Whitehead , co-founder, Success Chain.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

CSM Practice

JULY 24, 2019

Review and systemize your new strategy to scale and launch the new scalable strategy to the entire customer base. As a core company value, customer centricity should be evident in all company processes and strategy. Optimize Cross-Functional Processes.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

ChurnZero

AUGUST 18, 2020

And part of the reason I say that is when we’re training CS teams and helping build their confidence capacity, we set them up so that the customer perceives the CSM as an expert in helping them get business value from the product. We want to establish them as a business consultant for the customer.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98

Gainsight

AUGUST 26, 2022

Geoffrey Moore , author and consultant, explained that SaaS companies have matured beyond simply developing product features to developing product experiences. We now must deliver a cohesive experience along each step of the customer journey, including when they talk to the CS team and when they are engaging with the product itself.

Self Service 52

Self Service Customer Journeys Roadmap Customer Success 52

Gainsight

OCTOBER 7, 2019

Adoption across our customer base this year has been monumental—we’ve increased expansion bookings by 100% from last year. Unity technologies, ADP, and Slack are just some of our new Gainsight customers. Our global network of software partners, agencies and consultants help businesses leverage our software to grow faster.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13

Gainsight

AUGUST 2, 2021

During our Pulse Everywhere CS Operations track, we heard from Ops leaders who started as SDRs, solutions consultants, and even technology engineers. Your ops leader is going to be digging deep to unlock the power of your customer base. While having someone tech-savvy is important, you do not want someone overly credentialed.

Fashion 52

Fashion Leadership NPS Report 52

West Monroe

JANUARY 24, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. That means reducing churn and keeping net retention above 110%.

Company 52

Company Software Strategy Leadership 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Customer Success Financial Measurement 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Customer Success Measurement Customers 52

CSM Practice

FEBRUARY 24, 2020

As discussed in the blog on customer health metrics, product usage metric defines an “active” user with specific value-based actions and clearly segments your customer base into different usage categories. Low feature usage marks signal a dire need for customer education campaigns or poor product fit.

Metrics 52

Metrics Measurement Customer Success Customers 52

ChurnZero

MARCH 31, 2020

To avoid contract pauses, they’ve gotten creative with how they add value in other ways, such as helping with their customers’ social engagement strategy and promoting virtual happy hours. And, since Untappd’s customer base is primarily comprised of local restaurants and bars, Untappd championed this cause in a unique and thoughtful way.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Gainsight

FEBRUARY 2, 2024

Nichole Elizabeth DeMere , Moderator at Product Hunt & GrowthHackers.com , explains that, “Customer training can’t be one size fits all. Different customers need help at different times. ” One-on-One Consulting Most customer training efforts begin as one-on-one consulting.

Training 52

Training Course Consulting Software 52

Circular Edge

DECEMBER 13, 2022

Let us show you how to leverage our direct staff pool of resources to realize better insights, organizational efficiency, increased profitability and improved relationships with your suppliers and customers – and ultimately take your business to the next level. Loyal customers drive profitability and sustainable growth.

Data 52

Data Competitive Advantage Multi-Channel Analytics 52

Kustomer

NOVEMBER 1, 2021

To learn more about digital customer service and the work of Paolo Fabrizio, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday. Listen Now: Listen to “Using Digital Channels to Reach Your Customer Base | Paolo Fabrizio” on Spreaker.

Customer Service 78

Customer Service Social Media Customer Journeys Course 78

ChurnZero

APRIL 11, 2024

Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. It’s no longer a fancy thing, years out on the roadmap, that only highly mature CS organizations are good at. Utilizing technology to automate is now a necessity of an effective customer success strategy.

Customer Success 52

Customer Success Customer Journeys B2B Customers 52

Helpt

NOVEMBER 7, 2023

Engage with your customers, valuing their feedback as you would a consultant's expert advice. It is in their critiques and compliments that you find the roadmap for refinement—what aspects are hitting the mark, which functionalities require enhancement, and which innovative features could set your software apart.

Software 52

Software Customer Satisfaction Loyalty Feedback 52

ChurnZero

DECEMBER 20, 2019

Greater collaboration between C S and Sales will result in “pods” of sales, C SMs , Consultants and Product Managers driving the expansion of target customers. Data and sentiment will help these “pods” identify advocates and quantify the benefit of greater customer advocacy. CSMs will also need to clarify their purpose.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

SurveySensum

DECEMBER 21, 2023

It’s like having a roadmap to enhance their products or services. It showcases a commitment to delivering outstanding customer satisfaction. Frequent customers get rewarded, not just with free coffee but with a sense of being valued, and they often become passionate advocates, promoting Starbucks to their friends and family.

Social Media 52

Social Media Strategy How To Loyalty Programs 52

West Monroe

DECEMBER 12, 2021

Indeed, given the “great resignation” of recent note, companies can’t even hire and onboard new resources fast enough to engage with customers. Our clients have been forced to get smarter leveraging the team members and resources they have to adequately serve their expanding customer bases. The result?

Conference 40

Conference Technology Fashion Software 40

West Monroe

FEBRUARY 9, 2023

We also brought in specialists with knowledge of complex regulatory areas to consult and help product teams meet rules and requirements. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Create new controls The bank faced a few critical issues related to their controls.

Financial 52

Financial Banking How To Policies 52

SurveySparrow

JANUARY 14, 2020

Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold.

Customer Retention 52

Customer Retention Gamification Loyalty Programs Feedback 52

West Monroe

JANUARY 25, 2023

Refocus R&D, sales, and marketing teams One result of the decade-long push for growth is that many software companies have sales, marketing, and R&D teams that are over-staffed and focused solely on expanding their customer base. That means reducing churn and keeping net retention above 110%.

Company 40

Company Software Strategy Leadership 40

SmartKarrot

JUNE 7, 2022

Influence future lifetime value through increasing product adoption, customer satisfaction, and overall health scores. Assist new business growth through greater advocacy and reference-ability of the customer base. Help drive Customer Education strategy through needs identification. Apply here: [link].

Customer Success 3

Customer Success Roadmap ROI Customers 3

SmartKarrot

DECEMBER 13, 2022

Role: Customer Success Associate Location: Chicago, IL, United States (On-site) Organization: Wolters Kluwer As a Customer Success Associate, you will deliver prompt and professional service to the customers (Small Businesses, Law Firms, or Corporations) through verbal and written communications.

Customer Success 19

Customer Success Roadmap Leadership Government 19

West Monroe

FEBRUARY 9, 2023

We also brought in specialists with knowledge of complex regulatory areas to consult and help product teams meet rules and requirements. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Create new controls The bank faced a few critical issues related to their controls.

Financial 40

Financial Banking How To Policies 40

West Monroe

FEBRUARY 9, 2023

We also brought in specialists with knowledge of complex regulatory areas to consult and help product teams meet rules and requirements. There’s no roadmap or policy to rely on, so it’s critical to seek outside expertise or help. Create new controls The bank faced a few critical issues related to their controls.

Financial 40

Financial Banking How To Policies 40