ChurnZero

JULY 2, 2020

I’ll broadly say that I think the idea of tying employee compensation to some degree of customer centricity is important. If a metric feels beyond their grasp and like something they can’t directly influence, then people become less and less invested in trying to do something about it. That can be the tricky part.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Effort Score Sports 98

CX Journey

JULY 7, 2015

The immediate next step for this type of map is to do some customer research. You absolutely have to validate the map with your customers to make sure that the customer voice is heard and visualized as part of the mapping process. At this point, you’ll likely also uncover a desired future state, according to the customer.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

Gainsight

MARCH 15, 2022

The Volume of the Customer Voice. Even if you’ve got a robust CS team doing all the right things day-to-day, it can be a red flag if the voice of the customer isn’t surfacing in the bigger CS processes. It’s also important that the customer voice gets translated to other teams for maximum impact.

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

ChurnZero

FEBRUARY 26, 2021

Or if Customer Success has a customer who wants to become more involved in an aspect of product development, they post a request to have a Product Manager or Engineer listen in on the conversation. Take the initiative to align on your product roadmap. Sales is driven by the latter, but Product is driven by the former.

Customer Success 59

Customer Success Company Management Roadmap 59

SurveySensum

MAY 14, 2024

Real-Time Performance Metrics: The Now of Database Monitoring In the world of database monitoring, timing is everything. Real-time performance metrics are the watchful eyes that never sleep, providing immediate insights into the health and efficiency of your database.

Analytics 52

Analytics System Metrics Resources 52

CustomerSuccessBox

DECEMBER 4, 2018

That means the customer needs to renew their contract more than once. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. You may believe that if the customer does not have any problem, the customer will renew the contract.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

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. It's time to change that narrative. system uptime."

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SmartKarrot

DECEMBER 22, 2021

Role: Director of Customer Experience Location: Boulder, CO, US Organization: Red Dot Storage As a Director of Customer Experience, you will oversee strategy for enhancing the customer experience across all touchpoints on the customer journey. Enable the client to maximize their investment in the platform.

Customer Success 3

Customer Success Roadmap Touchpoint Metrics 3

SmartKarrot

SEPTEMBER 8, 2021

Role: VP, Global Customer Success Location: San Francisco, CA, US Organization: Elastic As a VP of Global Customer Success, you will own the Elastic customer journey, ensuring the users’ success by driving transformational outcomes powered by Elastic solutions.

Customer Success 19

Customer Success Roadmap ROI Customer Satisfaction 19

Qualtrics

FEBRUARY 17, 2020

Ask any exec and they’ll tell you they want to lead their industry in customer experience. And what do you need to focus on to really deliver breakthrough experiences for your customers? Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. Traditional metrics don’t cut it.

Customer Experience 29

Customer Experience B2B Leadership Government 29

SmartKarrot

MAY 24, 2022

Identify commercial development opportunities by analyzing customer strategies to increase sales, reduce costs and maximize the efficiency of in-store operations. Monitoring customers’ key performance metrics and taking necessary actions to improve them.

Customer Success 3

Customer Success e-support Roadmap Advertising 3

SmartKarrot

AUGUST 12, 2021

Develops strong customer relations by deeply understanding their needs and mapping them to the value of Jama Connect during the post-launch phase of the customer lifecycle. Proactively communicates product enhancements and provides visibility into product roadmap to client base. Apply here: [link].

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

Qualtrics

FEBRUARY 18, 2020

Ask any exec and they’ll tell you they want to lead their industry in customer experience. And what do you need to focus on to really deliver breakthrough experiences for your customers? Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. But why the slow progress? Don’t measure.

Government 29

Government Leadership Roadmap Culture 29

Qualtrics

FEBRUARY 18, 2020

Ask any exec and they’ll tell you they want to lead their industry in customer experience. And what do you need to focus on to really deliver breakthrough experiences for your customers? Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity. But why the slow progress? Don’t measure.

Omni-Channel 29

Omni-Channel Government Leadership Social Media 29

SmartKarrot

JUNE 29, 2021

Lead, develop, and grow teams of high-performing Partnership Account Managers, Strategic Account Managers, and Customer Success Managers. As part of the DocMatter leadership team, you will present department metrics and outputs to executive leadership and during company-wide meetings. Apply here: [link].

Customer Success 10

Customer Success Case Study Leadership Roadmap 10

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. " The focus is moving away from merely improving customer sentiment metrics like NPS and CSAT to driving tangible business value and measurable outcomes.

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

DCX

JUNE 25, 2024

Building your time capsule will create a roadmap that your future self will thank you for – a guide to building customer experiences that are not just satisfying, but truly timeless. Action step: Launch a "Trust Transparency Dashboard" accessible to all customers. Show real-time data on your performance metrics.

Travel 52

Travel Customer Experience Roadmap Exercises 52