CustomerSuccessBox

SEPTEMBER 20, 2021

Lincoln Murphy is a leading customer success consultant, keynote speaker, and author. He posts regularly on customer success, customer experience, and customer-centricity and is a Growth Consultant focused on Customer-centric Growth. Top reads that we recommend: Alternative Approaches to Customer Satisfaction Metrics.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ijgolding

APRIL 19, 2017

Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.), Many strategists would have you believe that the creation of strategy is akin to a dark art – something that only a few have the skill to do and something that needs very expensive consultants to conjure.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

Gainsight

SEPTEMBER 8, 2021

These other teams sometimes have the skills to be true thought partners and business consultants, taking that pressure off of CS leadership. Any great consultant needs to know the right questions to ask, though. High quality, data-driven insights to drive the product roadmap, pricing, and the ideal customer profile.

Marketing 105

Marketing ROI Leadership Analysis 105

ClearAction

NOVEMBER 26, 2017

Alignment of data, forecasts & metrics leads to more predictable results. Sustainable market leadership. Compliance leadership. Meaningful metrics. Metrics granularity. An operational roadmap for effectiveness. Rationalized change roadmap. Enterprise health. Greater shareholder equity. Garbage in.

Marketing 70

Marketing Roadmap Competitive Advantage Leadership 70

Gainsight

APRIL 14, 2022

Often, it’s about leadership. But time and again, we’ve seen that VPs of CS shouldn’t split their job between executive leadership and operations. One final sign that you need to call in the CS ops big guns is when your executive team is starting to request CS metrics be presented at your company’s board meetings. Well done! .

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

Second to None

FEBRUARY 12, 2021

In our experience consulting with national and international retail brands, the key to actually improving your customer experience is this: You need to share this data with the right people in your organization at the right time. If you’ve worked with us on your CX program , then you’re getting up-to-date, simple, and actionable information.

Communication 62

Communication Customer Experience Report Roadmap 62

Second to None

FEBRUARY 12, 2021

In our experience consulting with national and international retail brands, the key to actually improving your customer experience is this: . A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. Create a clear road map.

Communication 62

Communication Customer Experience Report Roadmap 62

SmartKarrot

DECEMBER 13, 2022

Provide consultative customer service; help to determine customer goals, compliance challenges, and business needs, while utilizing product and industry knowledge to provide solutions and initiate orders crucial to corporate legal compliance. Develop KPIs, and use cases, and track usage metrics to analyze trends across the customer base.

Customer Success 19

Customer Success Roadmap Leadership Government 19

DCX

JULY 30, 2024

This guide is your roadmap to winning hearts and minds across your organization. For those in Sales, customer centricity means: You're a consultant, not just a salesperson: Your goal is to understand the customer and recommend solutions that truly fit their needs. It's time to change that narrative.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SmartKarrot

OCTOBER 12, 2022

Leverage data to analyze and drive CSM/As performance as well as key client, vendor, and channel metrics (e.g. Ensure the team understands and presents the product roadmap to Clients, articulating how those investments translate to business value. Consult with clients on product features, functionality and onboarding best practices.

Customer Success 19

Customer Success Roadmap Consulting Financial 19

Gainsight

JUNE 11, 2021

The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic. ONE Powerful Word That Can Transform Your Customer Relationships with the incredible Nils Vinje, Founder and CEO at Glide Consulting and 30 Day Leadership.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

ClientSuccess

JULY 23, 2019

The key is being consultative and guide customers to their outcomes. But what we really want is for them to understand what we’re trying to achieve and be consultative in helping us get there. What are their metrics? How are they leveraging those metrics to make decisions and provide visibility internally? Question 4.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

NOVEMBER 7, 2022

Role: Associate Director, Customer Success Location: Greater Boston, United States (On-site) Organization: Saama As an Associate Director of Customer Success, you will drive the overall customer relationship forward and drive product penetration and consulting services revenue in customer engagements. Apply here: [link].

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

Bold360

AUGUST 18, 2020

For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX. Invest in training, tools, and new metrics for agent success.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

SmartKarrot

AUGUST 24, 2022

Share all CSM operational results with executive leadership pinpointing strengths and weaknesses and a plan to grow. Develop the metrics, analytics, and reports to measure, manage and develop the Customer Success Team. Manage, build, and retain a focused Customer Success team that creates long-term customer relationships.

Customer Success 19

Customer Success Roadmap Leadership Resources 19

SmartKarrot

AUGUST 29, 2022

Execute consulting projects with customers. Develop a metrics tracking plan, ideate around future growth opportunities, and pitch key features and tests to the client. Grow the Marketplacer footprint within the client’s business, including communicating with and pitching to executive-level leadership.

Customer Success 19

Customer Success Call Center Roadmap Government 19

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

JANUARY 21, 2022

Help set and track towards company-wide expansion, retention, and churn metrics. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base. Conduct client demonstration sessions designed to address the individual needs of the account with a consultative approach.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

SmartKarrot

FEBRUARY 24, 2023

Consult our Investor Relations team. Participate in a data-driven reporting system to produce KPIs and metrics that can be used to evaluate, monitor, and improve every facet of our interactions with customers. Update the leadership and cross-functional teams on the priorities for the products that the customers want.

Customer Success 19

Customer Success Transportation Roadmap Customers 19

SmartKarrot

AUGUST 13, 2021

Thought leadership for best practice and other useful insights into product development and scaling tech start-ups. Operate as the main point of contact and advisor for all client needs including platform support, training, issue escalation, and media strategy consultation.

Customer Success 10

Customer Success Roadmap Consulting Touchpoint 10

SmartKarrot

FEBRUARY 7, 2022

Analyze customer usage and adoption metrics. Understand customer business objectives and goals in order to create actionable roadmaps and account plans in partnership with Sales; creating loyal Split customer advocates. Be a Product Evangelist, consulting the top companies on their growth.

Customer Success 19

Customer Success Roadmap CRM Customers 19

SurveySensum

FEBRUARY 14, 2024

One-on-One Expert Consultation for CX Implementation: Dedicated CX experts are available to support you throughout the process. Get end-to-end CX consultation from top CX experts to get started! Provides leadership with visibility into the output of individuals, teams, and departments.

Tools 52

Tools Feedback Analysis Survey 52

Comm100

SEPTEMBER 22, 2016

Designer and consultant, Matt Watkinson, will teach you how to make changes and improvements to your customers’ experience through his casual and engaging writing style. The Amazon Way: 14 Leadership Principles Behind the World’s Most Disruptive Company by John Rossman. Customer Service Culture. Creating Customer Loyalty.

Customer Service 100

Customer Service Case Study Gamification Culture 100

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

JUNE 29, 2021

As part of the DocMatter leadership team, you will present department metrics and outputs to executive leadership and during company-wide meetings. Partner with the Sales Account Executives and Sales leadership on strategies for health and growth on strategic accounts. Build executive-level customer relationships.

Customer Success 10

Customer Success Leadership Case Study Roadmap 10

SmartKarrot

MARCH 9, 2021

Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap. Heavily influence the product roadmap with Product Management through the advocacy of customer needs. Work with Finance to ensure accurate reporting of success metrics. Create a company-wide customer feedback loop.

Customer Success 10

Customer Success Roadmap Customers Metrics 10

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.

Customer Success 10

Customer Success Consulting Roadmap Government 10

Totango

AUGUST 13, 2024

Master the RACI: Your roadmap to success A RACI matrix, which stands for Responsible, Accountable, Consulted, and Informed, is a powerful tool for clarifying roles and responsibilities across teams. However, it’s important to realize that leadership alignment, while crucial, isn’t enough by itself.

Customer Success 98

Customer Success Management Customers Roadmap 98

SmartKarrot

JANUARY 13, 2021

Define operational metrics for the team and establish a system for tracking metrics. As a Vice President of Customer Success, you will set and manage your team’s objectives and priorities to ensure they achieve customer adoption, customer retention and customer satisfaction metrics.

Customer Success 10

Customer Success Metrics Case Study Consulting 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Simultaneously, he has been a consultant, coach, and trainer for technology professionals across 30 countries.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

SmartKarrot

FEBRUARY 4, 2021

Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Understand & Align with Customer’s Business Objectives, their basic environment, Roadmap, Pain Points to Strategize their Success. Identify, recruit, and onboard high potential partners.

Customer Success 10

Customer Success Consulting Roadmap ROI 10

SurveySensum

JULY 14, 2020

Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger. LinkedIn : [link]. Website : [link]. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

APRIL 27, 2021

Build a trusted advisor relationship with each assigned customer to ensure goals are aligned from a business strategy perspective, identify business outcomes, and customer success metrics are defined. Work to identify and/or develop opportunities for account growth and product adoption.

Customer Success 10

Customer Success Net Promoter Score Roadmap Customer Retention 10

SmartKarrot

FEBRUARY 19, 2021

Consult with clients on changing needs and collaborate with colleagues to implement new protocols and processes to meet those needs. Guide a customer on org strategy, governance and change management best practices based on customer needs, business priorities and roadmap. Advocate customer needs/issues cross-departmentally.

Customer Success 10

Customer Success Roadmap Government Travel 10

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. You have to have Implementation Consultants. I have seen CSMs, Implementation Consultants, Product Manager, roll up their sleeves and dive in on projects. What other goals or metrics do you recommend for CS Ops? I’ll tell you what, I wouldn’t tie them to.

NPS 40

NPS Customer Success Effort Score Sales 40

SmartKarrot

DECEMBER 22, 2020

Deliver meaningful, strategic, and tactical insight to the leadership team through customer feedback, business goals, key performance indicators, and customer analysis. Monitor team performance on key metrics and employee satisfaction. Manage a portfolio of accounts toward optimal coverage targets including a personal portfolio.

Customer Success 10

Customer Success Tourism Case Study Roadmap 10