SmartKarrot

MAY 19, 2022

Role: Director, Client Success Location: Remote, United States Organization: MediaMath As a Director of Client Success, you will own and develop strong relationships with the client and key stakeholders from C-suite to Hands-in-keyboards. Manage a team of Customer Success Managers, enabling them to grow and achieve their targets.

Customer Success 19

Customer Success Multi-Channel Roadmap Consulting 19

SmartKarrot

JANUARY 21, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Twingate As a Director of Customer Success, you will hire a team of talented customer success managers and leaders. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. Companies that focus their growth on customer acquisition will have a hard time balancing out their CAC over time and will ultimately fail.

Customer Success 75

Customer Success Customer Experience How To Roadmap 75

Retently

JULY 3, 2024

Honest feedback is like a roadmap for businesses. Whether it’s a new product launch, a customer service experience, or internal processes, knowing what people really think helps businesses grow and thrive. These bots, integrated into communication platforms, give an easy and private channel to share thoughts right when they have them.

Tools 78

Tools Feedback Analytics Survey 78

Solvvy

JULY 13, 2022

Customer service automation can help you navigate peak volumes by handling simple questions or gathering basic information for your reps to streamline interactions and prioritize calls for greater efficiency. For example: Customer Self-Service. Implementing Customer Service Automation. Furthermore, it can take different forms.

Self Service 90

Self Service Customer Service Knowledge Base Chatbots 90

SurveySensum

JULY 28, 2020

Getting your potential and existing customers to respond to your survey has always been the biggest challenge and it takes a multi-prong approach to achieve an 80% response rate. Define the communication channels like in-app, WhatsApp, or email. Did you know that the non-responders of your surveys are 7x more likely to churn? .

Survey 75

Survey B2B How To Multi-Channel 75

SurveySensum

NOVEMBER 9, 2021

Getting your potential and existing customers to respond to your survey has always been the biggest challenge and it takes a multi-prong approach to achieve an 80% response rate. Define the communication channels like in-app, WhatsApp, or email. How to achieve an 80% survey response rate for your B2B SaaS? Create an urgency.

B2B 52

B2B Survey How To Feedback 52

SmartKarrot

MAY 30, 2022

Role: Director of Customer Success Location: Chicago, IL, US (On-site) Organization: William Blair As a Director of Customer Success, you will establish a new world-class customer success team of high-performing CSMs with deep industry expertise that can deliver client value.

Customer Success 3

Customer Success Multi-Channel Consulting Roadmap 3

InMoment XI

DECEMBER 7, 2023

Customer-centric companies are 60% more profitable than companies that don’t focus on customers. As your organization starts your customer experience management efforts, you need to consider how to measure it. An example is an in-app survey that asks a software user, “How satisfied are you with this product or feature?”

Metrics 260

Metrics Net Promoter Score Measurement Effort Score 260

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

InMoment XI

JANUARY 2, 2023

Not only does exceptional customer experience make customers happier, it drives desirable customer behavior. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. What Is Customer Effort Score?

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Wootric CX Blog

SEPTEMBER 23, 2020

The answer is that it can vary considerably based on the channel, the industry, and the type of questions asked. That said, FluidSurveys found that their customers experienced a 24.8% Take these figures with a grain of salt, of course, since they’re based on customer data (as opposed to scientific, peer-reviewed studies). .

Survey 98

Survey Net Promoter Score Effort Score How To 98

Quadient

JUNE 1, 2022

Earning recognition as a Leader is no small feat—it takes a lot of hard work, a customer-first culture and the faith that our customers bestow in Quadient when they invest in our solutions. We are grateful for this validation of our roadmap, vision and work. . Without them, our success would not be possible.

Communication 52

Communication Management Multi-Channel Telecommunications 52

ProProfs Chat

DECEMBER 17, 2021

Modern marketers and customer success managers leverage in-app feedback tools as they eliminate the need for the users to leave the app for providing valuable feedback. . Powerful Voice of the Customer solution listens to the customer feedback in real-time to find out the “why” behind the feedback. Customer Acquisition.

Tools 52

Tools Feedback Roadmap Survey 52

Wootric CX Blog

OCTOBER 1, 2020

How do you take that big picture view and start asking your customers about their experience? . To move forward, you need to figure out which specific touchpoints you want to study, which metrics you want to gather, what questions you want to ask, and which channels you want to use to collect that data. Understanding the big picture .

Customer Journeys 52

Customer Journeys Net Promoter Score Survey Strategy 52

SmartKarrot

FEBRUARY 8, 2022

It is often said that the purchase of a product or service is the starting point of customer experience. The CSM (Customer Success Manager) must enhance the customer experience instead of the sales or marketing department. . It is important to engage with customers through the right platform. contact-form-7].

B2B 21

B2B Customer Experience Multi-Channel Roadmap 21

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. How do reputation management software solutions help? 100 locations/clients included.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Retently

FEBRUARY 9, 2024

Asking about future intentions allows you to gauge customer commitment and identify upcoming trends or changes in preferences that could affect your market position. Meanwhile, asking direct feedback on potential areas for improvement can provide a roadmap for innovation and refinement. Be transparent about the feedback process.

Feedback 122

Feedback Net Promoter Score Effort Score Customer Satisfaction 122