Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 1 – Look Deeper than Surface-Level Metrics. CX #Leadership Click To Tweet. Co-op Financial is essentially a B2B, to C company.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. Sales Alignment. Complains about the Sales team. Deeply aligned with the Sales team.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ChurnZero

SEPTEMBER 27, 2024

Q: My sales team often tells me the customer goals and is hesitant to let CS ask again on kickoff calls. I pose this as “I like to hear it from you” but again, sales is hesitant. Is it important to make sure the sales and product teams are talking about outcomes the same way you are? Stephanie: I concur with Keishla!

Customer Success 52

Customer Success How To Effort Score Roadmap 52

ECXO

MAY 11, 2023

Research by McKinsey discovered that companies that get organised and manage CX can realise a 20% improvement in customer satisfaction, a 15% hike in sales conversion, a 30% reduction in the cost to serve and a 30% increase in employee engagement. Ensure that leadership comes from the top to drive the change. Let’s continue.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. Many organizations use customer satisfaction or Net Promoter Score (NPS) as the primary metric to determine how well the organization is creating value for customers. Creating a Customer Retention Strategy: A Leadership Roadmap. But how do you know if your customers really are loyal?

Customer Retention 86

Customer Retention Strategy Net Promoter Score Employee Engagement 86

Gainsight

MARCH 15, 2022

How does the sales comp plan align to CS? Are CSMs invited to the sales kickoff? It’s helpful to know if leadership cares only about sales and wants CS to make do with sales SaaS.”. One way to find out how serious a company is about CS is learning where the CS leadership and team fits into the org chart. “I

Customer Success 59

Customer Success Company Chief Customer Officer How To 59

Gainsight

APRIL 2, 2021

She explained that Okta ran a “sister” approach between Customer Success and Renewal Sales, which are connected closely in a team titled “Customer First.” More broadly, Customer First operations also include support, professional services, and everything post-sales that dives into the current customer base. A Thoughtful Org Chart.

Roadmap 52

Roadmap Leadership Customer Success Analysis 52

CustomerSuccessBox

SEPTEMBER 20, 2021

David and his blog cover topics such as the SaaS business model and Metrics, 9 steps to get to repeatable, scalable, and profitable growth, Time to Wow!, how to design and build a sales & marketing growth machine, etc. The other topics covered are sales, marketing, growth, support, and more. SuccessCOACHING. Intercom Blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics. to present to their leadership team. Hello Atlas members!

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

SmartKarrot

DECEMBER 12, 2023

To delve deeper into the nuances of the Customer Success Career Path to Leadership, we bring you a compelling conversation between two industry experts, Bhumika Arora, Founder and Consulting Coach at Ruffday Coaching Services, and Rohan Sheth, Director of Growth at SmartKarrot Inc.

Leadership 10

Leadership Customer Success Chief Customer Officer Customer Retention 10

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. Customer success managers (CSMs) and leaders rely on these metrics to ensure they’re delivering the best possible experience to customers, and to determine repeatable workflows. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics How To Effort Score Customer Success 40

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. Here’s how they can seize the opportunity.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

Gainsight

SEPTEMBER 8, 2021

It helps that Sales and Marketing figured this out long ago. Software, reporting and analysis, enablement, and rock-solid processes and techniques will multiply the impact of a great sales rep or copywriter. It’s common to lean on IT, Revenue Ops or Sales Ops, an analytics team, or others. CS leadership time spent on reporting.

Marketing 105

Marketing ROI Leadership Analysis 105

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. We are interested to see how that metric moves in this year’s survey, given recent economic developments.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

This article was originally featured in the December 2022 issue of the Manufacturing Leadership Journal. ©2022 Manufacturing Leadership Council, a division of the National Association of Manufacturers. We are interested to see how that metric moves in this year’s survey, given recent economic developments.

Metrics 52

Metrics Roadmap Leadership Analytics 52

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 304

Analytics NPS Financial Analysis 304

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. Q: Though sales and CS are different functions, they’re often viewed as the same. Q: Though sales and CS are different functions, they’re often viewed as the same.

Customer Success 52

Customer Success Chief Customer Officer Leadership Study 52

SmartKarrot

OCTOBER 27, 2020

To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. Benefits of customer success roadmap. A roadmap helps you deliver the promises you have made to them in the initial stages. Few direct benefits of having a roadmap are: Customer retention. Customer acquisition.

Roadmap 10

Roadmap Customer Success Customer Journeys Chief Customer Officer 10

Gainsight

APRIL 14, 2022

Often, it’s about leadership. Just as you wouldn’t expect to scale without a sales or marketing operations team, you can’t achieve the growth you dream of without a CS Operations team either. But time and again, we’ve seen that VPs of CS shouldn’t split their job between executive leadership and operations. Another great move!

Chief Customer Officer 52

Chief Customer Officer Leadership Report Customer Success 52

DCX

JULY 30, 2024

This guide is your roadmap to winning hearts and minds across your organization. In this section, we'll explore how to instill customer-centric practices in Customer Service, Sales, and Marketing. By prioritizing customer value over short-term gains, Sales becomes a key driver of sustainable growth and customer loyalty.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Amity

JANUARY 9, 2019

It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture. Both of these metrics will hurt the value of your company when trending the wrong way. Buy-in and commitment has to start at the senior leadership level.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. It’s no longer about individual or direct contributions on your community platform only.

Self Service 52

Self Service How To Effort Score B2C 52

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 106

Sales Multi-Channel Metrics Feedback 106

Second to None

FEBRUARY 12, 2021

Sharing customer feedback and employee feedback throughout your organization is important because it: Signals to your organization that your customer’s experience is a priority, Indicates a willingness to transparently share performance metrics and results, and Establishes ongoing awareness of brand performance throughout the entire organization.

Communication 62

Communication Customer Experience Report Roadmap 62

Second to None

FEBRUARY 12, 2021

Sharing customer feedback and employee feedback throughout your organization is important because it: Signals to your organization that your customer’s experience is a priority, Indicates a willingness to transparently share performance metrics and results, and. Create a clear road map.

Communication 62

Communication Customer Experience Report Roadmap 62

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

Customer Success 52

Customer Success NPS Metrics Roadmap 52

ChurnZero

JANUARY 10, 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. . I am excited to have Lisa as part of my senior leadership team.” 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Chief Customer Officer 52

Chief Customer Officer Customer Success Leadership Customer Retention 52

West Monroe

SEPTEMBER 15, 2022

Lean on front-line employees, such as sales team members, to identify potential targets. Those staffers often have a deep understanding of why transactions fall flat, which businesses your portcos are competing with, and when a target may accept an acquisition offer—even if it’s not explicitly for sale. Featured Content.

Culture 52

Culture Roadmap Strategy Leadership 52

West Monroe

JANUARY 12, 2022

Enterprise software is rapidly moving away from the traditional sales-led growth model. As this shift occurs, annual recurring revenue (ARR) growth is becoming a core business metric—if not the metric—for many software companies.

Software 52

Software How To Innovation Roadmap 52

SmartKarrot

DECEMBER 13, 2022

Provide proactive thought leadership on customer strategy and roadmap, account governance, and reoccurring strategic discussions with both customer and SI. Partners with other CS Segment Leads, SaaS Ops, Product, Engineering, Partner Enablement, Marketing and Sales to execute leader-developed strategy. Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

Education Services Group

MARCH 18, 2020

Like the need to build a Customer Success enablement toolset from scratch, the need for thought leadership on CS best practices that may or may not exist within internal resources, or the urgency of getting a CS practice off the ground in order to keep up with market demand. Remember, metrics won’t change overnight!

Customer Success 52

Customer Success Resources Guidelines Metrics 52

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Tips 58

Tips Metrics Customer Success Training 58

ClearAction

MAY 3, 2019

In my talk show with Dennis, he laid out six mission-critical trends for digital experience strategy: visionary leadership, customer experience differentiation, brand-customer gap prevention, co-creation of business models, strategic data monetization, and digital empathy. 1) Visionary Leadership. We’re moving into a new model.

Trends 48

Trends Customer Journeys Leadership Customer Centricity 48

Gainsight

DECEMBER 6, 2022

Understand your customer’s goals, and I mean, really understand them using: Account Plans: Use the detailed account plan made with your sales counterpart to inform the EBR. Include high-level thought leadership and/or industry trends to frame the conversation. Make sure you give everyone ample time to read and respond.

ROI 52

ROI Comparison Leadership Survey 52

SmartKarrot

APRIL 26, 2022

Build centralized sources of truths for key cross-functional metrics (e.g., Define and drive the ideal customer experience in close partnership with senior leadership across Product, Engineering, Marketing, and Sales. Measure operational metrics and tracking/reporting for the exec team, company, and board.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19