ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ChurnZero

SEPTEMBER 20, 2019

Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. Q: What are your recommendations on keeping CSMs from being shoved down to a lower level customer contact after the initial sale. Make sure they’re onboard with this roadmap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. To begin with, you need to be clear as to how you would help your customers achieve their goals. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. Users can customize and adjust reporting according to their specific needs and priorities. Create a clear road map. Decide what type of information needs to be sent through the ranks.

Communication 62

Communication Customer Experience Report Roadmap 62

Second to None

FEBRUARY 12, 2021

A roadmap enables your brand to immediately take action and define priorities and new initiatives to drive performance and sales. #2. Users can customize and adjust reporting according to their specific needs and priorities. Create a clear road map. Decide what type of information needs to be sent through the ranks.

Communication 62

Communication Customer Experience Report Roadmap 62

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

PeopleMetrics

FEBRUARY 26, 2018

Your customers who bought your product and solution did so for a reason – because they believed it would add business value to their organization. Your customers who actually use your product and solution every day can help to prove (or disprove) that business value. That's great, but the fact is that end-users are your customers too.

NPS 96

NPS Net Promoter Score Company Feedback 96

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Develop adoption strategies, go-to-market & delivery plans, and economic models to realize the customer experience at scale. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

Education Services Group

AUGUST 17, 2021

CSMs come from all walks of life – account management, sales, support, project management , marketing, or another Customer Success function or organization. Ultimately, it’s about investing in your employees, driving their career progression, and expanding their knowledge of Customer Success,” explains Todd.

Training 98

Training Customer Success Roadmap Engagement 98

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

West Monroe

JULY 11, 2023

Dhaval maximizes value through M&A transactions, fosters customer retention, and enables profitable growth via digital transformation. Oftentimes we see poorly managed product roadmap priorities as a root cause of a variety of inefficiencies across the P&L. Are publicly held companies currently a buying opportunity?

Trends 52

Trends Software Innovation Roadmap 52

DCX

JULY 30, 2024

You've likely faced blank stares or resistance when trying to explain why the legal team should care about customer experience or how finance plays a role in customer satisfaction. This guide is your roadmap to winning hearts and minds across your organization. The customer's words will guide you to the right solution.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

One Millimeter Mindset

JULY 5, 2018

And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? Too many professionals wait until the official “numbers” are available to realize that they blew it with their customers. I do not need to be reminding you of best practices in customer experience and customer retention.

Customer Experience 44

Customer Experience Customer Retention Roadmap Innovation 44

SmartKarrot

AUGUST 12, 2021

Role: Director, Customer Success Location: Santa Barbara, CA, US Organization: Tapjoy As a Director of Customer Success, you will oversee the Customer Service function and will partner with the Sales, Operations, and Product teams to ensure the best possible customer experience. Apply here: [link].

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. 91% of companies claim to be customer-focused, yet only 10% of customers agree 2.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

SmartKarrot

AUGUST 17, 2022

Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership. Manage the customer through the lens of the customer journey achieving all milestones along the way. Proactively manage customer health and engagement to mitigate business risk.

Customer Success 19

Customer Success Roadmap Conference Customer Centricity 19

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

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

Gainsight

AUGUST 31, 2020

This allowed us to intensify our customer retention efforts. Even though this is a relatively young team, we did hire with a lot of industry experience, as well as from our own customer base of CSMs that were actual users of the product and walked in the same shoes as the customer.”. We also built out the team.

NPS 52

NPS Effort Score Survey Roadmap 52

SmartKarrot

JUNE 25, 2021

Operationalize the business processes to scale the Customer Success organization for significant growth. Drive continuous improvement programs and processes to meet customer satisfaction, develop new services opportunities. Passion for developing teams and providing leadership to both formal and indirect reports.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You clearly aligned your CX goals with what was most important to your organizational leadership. .

Resources 369

Resources Customer Journeys Video Strategy 369

SmartKarrot

JANUARY 15, 2021

A SaaS company provides a point-of-sale and CRM product for the hospitality industry. The SaaS customers tend to be managers and general managers of traditional lodging providers (hotels, motels, etc.) In turn, Product shares the updated CRM roadmap with Success so they can properly set expectations with customers about future plans.

Customer Success 19

Customer Success Case Study Hospitality Roadmap 19

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Journey maps identify critical customer touchpoints , including offline and online channels and touchpoints. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. Teams often start with a general journey map that shows how customers typically engage with them.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

SmartKarrot

JANUARY 13, 2021

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. Develop a trusted advisor relationship with key customer stakeholders and executive sponsors.

Customer Success 10

Customer Success Metrics Case Study Consulting 10

SmartKarrot

FEBRUARY 11, 2021

Advocating internally for the needs of your customers, working proactively with Sales, Product, Support and other teams to identify expansion opportunities and mitigate risks. Preparing and facilitating business review meetings, training sessions, product feedback/roadmap reviews, and other strategic customer interactions.

Customer Success 10

Customer Success Roadmap Healthcare Travel 10

SmartKarrot

NOVEMBER 23, 2020

Responsible for the end-to-end process for capturing customer feedback and policy enhancements, working closely with internal departments to drive continuous improvement and enhance product offering & services. As needed, acts as a point of escalation and resolution for customer issues for the Customer Support function.

Customer Success 10

Customer Success Leadership Roadmap Customers 10

SmartKarrot

FEBRUARY 19, 2021

Apply here: [link] Role: Director of Customer Experience Location: Fort Worth, TX, United States Organization: Terrasoul Superfoods As a Director of Customer Experience, you will build a scalable foundation and set of protocols to deliver on the company and departmental objectives.

Customer Success 10

Customer Success Roadmap Government Travel 10

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. His brainchild, Sixteen Ventures , is his medium of sharing his expertise and ideas to help businesses obtain sales acceleration and augmented customer engagement. Peter Armaly. James Scott.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

NPS 40

NPS Customer Success Effort Score Sales 40

SmartKarrot

JANUARY 21, 2021

Creating a roadmap to maintain product. With the plan in place, the next step is to create a roadmap to maintain product plan. Having necessary teams combine to make a stellar roadmap leading to product success is what this role is about. The strategy is a roadmap that involves-. Sales and Marketing.

Management 11

Management Roadmap Metrics B2B 11

SmartKarrot

MAY 27, 2020

Be it entrepreneurial tips, creativity, or leadership skills, these training courses are going to take care of every minute thing. . Account management often has to be customer-centric and Richardson’s Prosperous Account Strategy Program hits the nail on its head. Richardson’s Prosperous Account Strategy Training Program .

Training 10

Training Resources Management Groups 10

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. 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

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

OCTOBER 7, 2019

What a way to expedite our product roadmap, ensuring our priorities are in line with our customers and meeting their demands. If we learned anything from last year’s sold-out Pulse World Tours, it’s that there’s a huge demand for customer success thought leadership. Customer success development is not a one-time thing.

Customer Success 13

Customer Success Customer Centricity Healthcare Conference 13