InMoment XI

AUGUST 25, 2023

The scale of your CX program should align with your organization’s resources, goals, and customer base. You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership.

How To 195

How To ROI Net Promoter Score Measurement 195

Totango

FEBRUARY 12, 2025

That means we spent the last year deeply listening to our customers to ensure we deliver on the promise we made, while also focusing on the future to ensure our innovations keep up with their needs. Start here if you want to learn about navigating the shift to customer-led growth, then stay tuned were going to keep talking about this.)

Brands 62

Brands Customer Success Roadmap Innovation 62

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

Alida

NOVEMBER 8, 2017

In our Q&A below, Kelly discusses how companies can build common goals to achieve customer centricity, when she realized that passion and empathy were equally important for leadership and how business leader Jack Welch inspires her. Why is it important to have customers at the heart of decision-making at a strategic level?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. of customers who expand. CS leadership time spent on reporting.

Marketing 105

Marketing ROI Leadership Analysis 105

ChurnZero

MARCH 22, 2023

Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates. Both the customer experience and cost control are key parts of a solid success program.

Customer Journeys 97

Customer Journeys Customer Success Touchpoint Financial 97

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

PeopleMetrics

FEBRUARY 26, 2018

Having NPS feedback influence your roadmap and communicating with your clients how you inject end-user feedback into your product investment themes will be met with great enthusiasm. At PeopleMetrics, our product team tries to add a feature or two to each quarterly roadmap derived directly from end-user NPS feedback.

NPS 96

NPS Net Promoter Score Company Roadmap 96

Comm100

OCTOBER 30, 2017

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. This could include shared process training (ITIL, Six Sigma etc.), Outsourcing.

Contact Center 142

Contact Center Tips Management Call Center 142

ClientSuccess

MARCH 8, 2023

Define Next Steps One of the biggest reasons follow-up emails are so critical after customer calls is that they often serve as a bridge between meetings to keep your customer projects alive and keep things moving between live conversations. This helps to keep your projects on track, your customers happy, and your business thriving.

Customer Success 79

Customer Success Tips eBook Roadmap 79

ChurnZero

JULY 2, 2020

So prospects who are just browsing through our portal see how we interact with our customers and react to their feature requests. They see the thought leadership content and best practices we share with our customer base. There are so many things happening outside of your product.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

Gainsight

APRIL 2, 2021

More broadly, Customer First operations also include support, professional services, and everything post-sales that dives into the current customer base. Her role is directly involved with leadership and customer success. Her role is directly involved with leadership and customer success.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 52

Strategy Company Leadership Customer Centricity 52

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. 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.

Chief Customer Officer 91

Chief Customer Officer Handbook Customer Success Knowledge Base 91

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

MARCH 22, 2023

Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates. Both the customer experience and cost control are key parts of a solid success program.

Customer Journeys 59

Customer Journeys Customer Success Touchpoint Financial 59

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. This job description should clarify what customer experience excellence is all about.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ChurnZero

MARCH 31, 2020

Takeaway #3: Lean into email and in-app notifications to communicate with customers when their phone becomes inaccessible. Elevate a communication by sending it from a member of your executive leadership team with a personal message or offer. How do you reinforce your value as businesses begin to get back on their feet?

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

Gainsight

DECEMBER 21, 2023

Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. The earlier you bring in Customer Success , the easier it is to tackle those challenges.

Customer Success 52

Customer Success Company How To Effort Score 52

Amity

JANUARY 30, 2018

Partner with the customer’s senior leadership to communicate your organization’s value. Communicate your product roadmap regularly. If you’re already into Customer Success, you know that it’s 50% easier to sell to existing customers compared to new prospects. Identify win-win situations.

Tips 69

Tips Customer Success Social Media Roadmap 69

CustomerSuccessBox

OCTOBER 31, 2021

Having a chance to be in front of, and learn from, our Executive Sponsor around what they care about and are looking to accomplish, we can be better internally at prioritizing what matters to our customer base. How do you prep a team? As I know, building that process takes a lot. Can you point us towards the most important learnings?

Roadmap 52

Roadmap Customer Success Leadership Analysis 52

ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”.

Management 69

Management Customer Experience Management ROI Financial 69

BirdEye

JULY 15, 2024

An exclusive preview of the Birdeye roadmap: Get a sneak peek into the future developments and features of Birdeye, helping you plan and align your business strategies accordingly. Gain the knowledge to craft cutting-edge, AI-driven marketing strategies that will elevate your business to local market leadership. Secure your spot now!

Social Media 59

Social Media Conference Automotive Competitive Advantage 59

CustomerSuccessBox

JUNE 8, 2021

Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Clarify ownership for each part of the customer journey.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

West Monroe

JULY 21, 2024

We create value primarily through growth—delivering new and better products and services to new and more markets and customers. We protect value primarily through reducing risk, retaining our current customer base, and maintaining margin. For margin protection, use AI to reduce operational costs and improve pricing.

Government 52

Government Technology Guidelines ROI 52

Gainsight

AUGUST 2, 2021

If you have ever waited in line for a COVID test or vaccine, you understand how successful operational leadership can hinder or accelerate a positive customer experience. In Customer Success, operations leaders also play a pivotal role in driving efficiencies by combining technology and data. for senior leadership.

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. Next, leadership should evaluate sales team structure and individual productivity (i.e.

Company 52

Company Software Strategy Leadership 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 121

Sales Multi-Channel Metrics Feedback 121

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. If this happens, customers are sure to pick up on it.

NPS 52

NPS Net Promoter Score Strategy How To 52

ClientSuccess

NOVEMBER 16, 2017

In the case of this customer, they simply weren’t having it. If a customer steps up and respectfully shows you certain shortcomings, your entire customer base will benefit from it in the long run. This is a great way to share your unique perspective and thought-leadership. Thank them. Feedback is a gift.

Leadership 47

Leadership eBook Roadmap Customer Success 47

West Monroe

APRIL 9, 2023

Those notions may not adequately address the needs of their recently expanded customer base. Companies should actively engage and communicate with their newly acquired customer base—beginning on Day 1 of the post-sale integration—to gain a deeper understanding of their needs and expectations.

Strategy 40

Strategy Company Leadership Customer Centricity 40

West Monroe

JUNE 1, 2023

For example, we recently worked with a marketing automation company that was bringing on new customers but struggled with retention. Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies.

Return on Investment 52

Return on Investment Culture Roadmap Metrics 52

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

Pointillist

MAY 23, 2018

Prioritize the key CX opportunities identified in a high level customer journey map with leadership across organizational silos and use that as a starting point for creating a strategic roadmap for making changes. This way, you can better understand how the product or service they own is impacting the customer experience.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ChurnZero

AUGUST 18, 2020

Q: Should Customer Success Managers or Customer Success leadership ask the questions discussed above? We wish this was on your roadmap, and it’s not. The Ultimate Guide to Growing and Keeping Your Customer Base – Use this guide to learn how you can build and retain your current customer base. .

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98