Comm100

SEPTEMBER 6, 2022

With this in mind, many organizations are switching from Zendesk to Comm100 and its omnichannel customer engagement platform. Comm100 is a global provider of customer engagement software for education, government, and commercial organizations of all sizes. Comm100 customers pay less for more.

Company 130

Company Chatbots ROI Omni-Channel 130

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

inmoment

JUNE 8, 2020

Whether companies are new to the CX world or looking to brush up their brand, it never hurts to (re)visit the building blocks of effective CX governance. A well-governed CX program can help brands achieve transformational success, a better bottom line, and an improved experience for their customers. Visibility.

Government 52

Government Net Promoter Score Effort Score Financial 52

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

In the journey manager role synonymous with that of a customer success manager? I’ve heard of one company that gave each of its account managers the title of journey manager — and another that gave its customer support reps customer success titles. Of course, to show ROI, you then need to: Fix what’s broken.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Gainsight

AUGUST 14, 2021

Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. It’s a way to engage customers with less effort from your team through email, user groups, online communities, and a game-changing new ROI driver: in-product engagements. How do we use them to drive value for customers?

Government 52

Government How To ROI Effort Score 52

Gainsight

SEPTEMBER 22, 2022

Over the years, we’ve been inspired by the unique strategies customer success professionals have presented to Pulse attendees and the way they’ve expanded CS beyond SaaS and into other industries. . Government is interested in the value of CS as it is applied to Healthcare and its cost-saving potential. Take Away #1: The U.S.

Healthcare 52

Healthcare Customer Success Strategy Government 52

Gainsight

JANUARY 26, 2022

In the era of Customer Success 2.0, the solid force of customer-centricity ensures that no department is isolated within your company, certainly not the Customer Success team. It can make your company a truly customer-centric organization. 63 on upsells and cross-sells from existing customers.

Sales 111

Sales ROI Customer Success Customer Centricity 111

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. At its most basic, customer success seems simple; however, in practice, it is complex and challenging as it should help to satiate every customer’s needs. . Challenges.

Customer Success 52

Customer Success Management Customer Retention Customers 52

Amity

APRIL 25, 2016

Frequently updated and always on point, the A-List is a snapshot of what's happening in the world of Customer Success. Director of Customer Success - Proven. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community.

Customer Success 48

Customer Success Chief Customer Officer Consulting Customer Centricity 48

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Helping customer contacts with training.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

BirdEye

NOVEMBER 18, 2024

ROI measurement: Translate social engagement into concrete business metrics. Enterprise solutions like Birdeye Social AI offer custom pricing based on needs. When evaluating costs, consider the time saved and potential ROI. Audience behavior analysis: Discover what triggers your audience to engage more.

Social Media 52

Social Media How To Guidelines Trends 52

ChurnZero

SEPTEMBER 22, 2023

In our webinar, Reviving a community to support your customer success team , Shauna shares how to get your team engaged in your community and strategies to revive a community that’s running out of steam. Maybe that’s something like demonstrating ROI.

Customer Success 52

Customer Success Video ROI Customers 52

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He authored the Customer Success book for Wiley!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. How to Select Your Initial Customer Data Sources. Governance. To Summarize.

Customer Journeys 93

Customer Journeys Analytics How To Government 93

Clarivate

JANUARY 29, 2019

These videos are a valuable resource and have covered many interesting insights, trends, and best practices on Customer Experience, Journey Mapping, Employee Experience, Voice of the Customer, and Customer Success. How Employee Experience (EX) Impacts Customer Experience (CX). Highest Views per Month.

Customer Journeys 65

Customer Journeys Video Case Study Study 65

Storyminers

JULY 6, 2020

Arie is also an effective leader of call center performance improvement projects, and is particularly adept at balancing the company, customer, and frontline perspectives. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. He authored the Customer Success book for Wiley!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

FEBRUARY 13, 2023

We caught up with Jim Mercer, Zoom’s Global Head of Customer Success, just as the company was launching a new partnership with the Gainsight customer success platform to help expand and scale the capabilities of Zoom even further. What can a customer success platform add to its offering? JM: Yes, for sure.

Customer Insights 52

Customer Insights Strategy Innovation Customer Success 52

Quadient

MAY 21, 2021

Are entitlements governed by output channels?? . . We have a diverse set of employees and customers, in what languages is your interface configurable in? Customer Success . What are your organizations’ all-time numbers for customer propensity to recommend? Are new features chargeable? If so, please explain. . .

Metrics 52

Metrics Social Media Communication Report 52

SmartKarrot

MAY 11, 2022

Director of Customer Success Location: Remote, Richmond, VA, US Organization: Partnerize As a Sr. Director of Customer Success, you will own your team’s metrics and create strategies to exceed them, focused on expansion, churn mitigation, success planning, and customer satisfaction.

Customer Success 19

Customer Success Roadmap Customer Satisfaction Knowledge Base 19

SmartKarrot

FEBRUARY 21, 2022

Role: Director of Customer Success Location: New York, United States (On-site) Organization: Lexer As a Director of Customer Success, you will lead the onboarding and training for new customers post-implementation. Build a successful game plan for each customer based on data analysis and customers’ needs.

Customer Success 19

Customer Success Case Study Roadmap Exercises 19

SmartKarrot

JULY 6, 2022

Role: Customer Success Director Location: Remote, Austin, TX, US Organization: People.ai As a Customer Success Director, you will build and deliver upon mutually agreed upon success plans with buy-in from customer’s sales, marketing, and operational leadership. into their sales/marketing stack.

Customer Success 3

Customer Success Leadership Government ROI 3

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

Feedbackly

JANUARY 10, 2023

If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and change your business without needing to be rebuilt from scratch. Your strategic planning, program governance structure, and change management efforts go a long way toward building your success.

Customer Journeys 52

Customer Journeys Customer Experience Company How To 52

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.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Waypoint Group

OCTOBER 12, 2021

Are you failing to help your customers with the “change management” process that is so often required for success/value/ROI? Do your CSMs know what governance, oversight, and value means for their book of business?

Company 40

Company NPS Voice of Customer Government 40

CSM Practice

DECEMBER 4, 2020

Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Irit Eizips: Hello my customer success friends, Irit Eizips here from CSM Practice, a customer success consulting firm.

How To 69

How To NPS Customers Customer Success 69

Feedbackly

SEPTEMBER 10, 2018

If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and change with your business without needing to be rebuilt from scratch. Your strategic planning, program governance structure, and change management efforts go a long way toward building your success.

Software 53

Software Customer Journeys Company How To 53

Gainsight

DECEMBER 13, 2018

And rather than see that as a bad thing (what we used to call “Shadow IT”), I’m embracing it and experimenting with different models for governance and collaboration. Obviously when it comes to business, ROI is everything. Here are three axioms of this “facilitator” model I put in place: 1. 3) Qualify the impact.

Guidelines 49

Guidelines System Roadmap Groups 49

Pointillist

JULY 25, 2018

Executive Sponsor – The Executive Sponsor will likely consider the customer journey analytics project useful if it positively impacts important business metrics (such as revenue, retention, upsell etc.) and delivers meaningful ROI. Data in any format may be uploaded to this endpoint. This process typically takes 1-2 days.

Customer Journeys 43

Customer Journeys Analytics How To Metrics 43

Waypoint Group

OCTOBER 17, 2019

Deeper insights helping marketing create excellent customer-company interactions . Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. develops cutting-edge enterprise Governance, Risk, and Compliance (GRC) software. Reciprocity, Inc. 50%+ increase in CSM team productivity.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

SmartKarrot

AUGUST 4, 2021

Role: Director of Customer Success Location: New York, United States Organization: Namogoo As a Director of Customer Success, you will manage and coach a team of customer success team leads and managers by developing and expanding their customer, product, and domain expertise to build the best in class CS team.

Customer Success 10

Customer Success CRM ROI Roadmap 10

ClearAction

NOVEMBER 16, 2023

As your bandwidth expands, you can extend your CX efforts to other customer groups. Almost-Free VoC: There are many ways customers initiate comments to your company. The casual comments made by customers during these interactions can be far more valuable than what’s captured in your Realities VoC.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Pointillist

AUGUST 14, 2018

The decision to conduct a paid pilot depends upon your company size, project scope, internal processes and governance. This creates highly accurate visualizations of high-impact, micro- and macro-level customer journeys without any data science or coding expertise. Top Telecom Provider Rapidly Quantifies ROI with Pointillist.

Customer Journeys 41

Customer Journeys Analytics How To Metrics 41

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