DCX

SEPTEMBER 15, 2024

It’s packed with strategies to get every department—from customer service to sales, product, tech, finance, and HR—on board with customer-centric practices. If you’re serious about getting everyone on the same page, this is your roadmap!

e-support 52

e-support Healthcare Customer Journeys Roadmap 52

ShepHyken

JULY 31, 2018

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. Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. Intermediate/Operations focused.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

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. Instead of just focusing on meeting your monthly sales numbers, try focusing on customer retention. Intermediate/Operations focused.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

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

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. They’re all ex-McKinsey people, so they firmly believe in NPS. They give us NPS goals.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Gainsight

AUGUST 2, 2021

If you have ever waited in line for a COVID test or vaccine, you understand how successful operational leadership can hinder or accelerate a positive customer experience. for senior leadership. It is bigger than the sale—you want to watch your clients grow with you over time and renew. So, who’s the right person to lead CS Ops?

Fashion 52

Fashion Leadership NPS Report 52

Horizon CX

APRIL 1, 2024

This assessment provides valuable insights into current CX capabilities, identifies areas for improvement, and helps chart a roadmap for advancement. One proactive step that businesses can take is to undergo a CX maturity assessment as described above.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

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

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. This is just one of the many reasons why Sales and CS should be working closely together and aligned on strategy and execution. Buy-in and commitment has to start at the senior leadership level.

Customer Success 81

Customer Success Customer Journeys Leadership Metrics 81

CustomerSuccessBox

JANUARY 10, 2022

You, therefore, have an impact on the product roadmap to respond better and as quickly as possible to the needs of your customers. A good relationship with the Sales department in order to be able to sell new services will also be highly valued by your managers. This is an increase of 34% from 2020. Customer success manager.

Customer Success 52

Customer Success Trends Management Survey 52

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Split out Sales and Account Management .

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

inmoment

JUNE 1, 2020

Since the pandemic transcended into Australia/New Zealand in early 2020, InMoment’s APAC Sales Director Simon Benns has seen an interesting shift toward an empathy economy. We’ve seen Australian brands turn off their VoC programs after seeing NPS scores drop. Simon is Sales Director for InMoment in ANZ.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

SmartKarrot

MAY 4, 2023

Establish a solid rapport with the CIO and C-Suite and work together with the leadership to shape the roadmaps for innovation and transformation. To fulfil the needs of the client and Birlasoft, create efficient processes that provide leadership and structure in confusing situations. Advice and support for customers.

Customer Success 19

Customer Success Roadmap Leadership NPS 19

SmartKarrot

NOVEMBER 7, 2022

Role: Head of Customer Success Operations Location: Remote, United States Organization : Quickbase As a Head of Customer Success Operations, you will collaborate with the VP, GTM Ops and Enablement as well as FP&A and executive leadership in the creation of the Annual Operating Plan (AOP). Apply here: [link]. Apply here: [link] .

Customer Success 19

Customer Success Case Study Roadmap Leadership 19

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Raising an NPS isn’t easy. Not surprisingly, as our AQI started to go up, so did our NPS. How did we do it?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

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. Hire, train and retain a high-performing customer success team.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

ERDM

NOVEMBER 13, 2017

We see meaningful uplifts in NPS and retention when successful recontact is made by our dealers or contact center advisers. This gave us a valuable early “quick win” that we could leverage in justifying further investment in our CX roadmap. These become priorities in our CX roadmaps. An example is our mobile app for owners.

Innovation 40

Innovation Customer Journeys Roadmap Customer Centricity 40

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Boost customer advocacy and NPS through outstanding customer service.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

MARCH 7, 2022

Be the voice of the customer and provide inputs and feedback into other parts of the organization including; Product, Sales, Engineering, Machine Learning, and others. Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

NOVEMBER 22, 2022

Be the voice of your team to other departments and leadership – escalate issues that impact the customers or inhibit the employee’s ability to succeed. You will partner with leadership across sales, ops and account management to ensure governance and standard best practices are not only in place but followed.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

JUNE 22, 2022

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Develop programs to turn Whistic customers into raving fans, delivering high NPS and a collaborative relationship with key customers.

Customer Success 19

Customer Success Self Service Roadmap Customer Journeys 19

Gainsight

OCTOBER 23, 2019

There was no definitive list of customer success software out there, even though there were more than 70 different lists of software for sales teams! CSAT/Feedback/NPS. The same could be said for CRMs—a quintessential sales tool. Some examples include: Product tools like analytics, roadmapping, and feature-tracking.

Software 60

Software Customer Success Tools Customer Centricity 60

SmartKarrot

APRIL 7, 2022

Collect product feedback and influence the product roadmap and go-to-market strategy. Manage and own key aspects of customer advocacy such as advisory boards and NPS. Implementing a system to document and communicate product feedback to relevant teams including Product, Engineering, Sales, Marketing, and Operations.

Customer Success 19

Customer Success Self Service Roadmap Knowledge Base 19

SmartKarrot

MAY 18, 2022

Collect product feedback and influence the product roadmap and go-to-market strategy. Manage and own key aspects of customer advocacy such as advisory boards and NPS. Leading the contract renewal process with your CSMs and identifying and nurturing expansion opportunities in coordination with Sales.

Customer Success 19

Customer Success Roadmap Customers NPS 19

SmartKarrot

NOVEMBER 19, 2021

Take a leadership role in the completion of special projects to support Strategy and Customer Success. Collaborate with Sales on large-scale enterprise renewals in your portfolio. Write & publish customer feedback internally to support product roadmap. Manage and escalate data inquiries and investigations as needed.

Customer Success 19

Customer Success Case Study Roadmap NPS 19

ChurnZero

DECEMBER 20, 2019

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. I recommend looking to Sales/Sales Op erations teams as the guide.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Create a process for measuring customer experience and satisfaction such as tracking NPS and involvement with the Customer Advisory Board.

Customer Success 10

Customer Success Roadmap NPS Leadership 10

SmartKarrot

NOVEMBER 26, 2020

Role: Vice President of Customer Success Location: Brooklyn, New York, US Organization: Outlier.org As a Vice President of Customer Success, you will serve as a key member of the leadership team with significant input to company-wide objectives. Understand and advocate for a client’s roadmap needs with product management.

Customer Success 10

Customer Success Roadmap Case Study Leadership 10

Amity

OCTOBER 12, 2017

It doesn’t change when you move into leadership. I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Sales to CS transitions. Net Promoter Score (NPS) surveys.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

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. There was also mentioned of combining Revenue, Marketing, Sales, Customer Success ops to one team. Say- in the next 90 days we’re going to implement an NPS process. What was the sales process?

NPS 40

NPS Customer Success Effort Score Sales 40

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. Why is NPS ® going up or down? Purposeful Leadership: Leaders operate consistently with a clear set of values. ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ClientSuccess

OCTOBER 10, 2017

Some metrics that CSMs should pay attention to during this stage include customer engagement numbers, types of content customers are engaging with (which often highlights the features they’re interested in), as well as interest in any marketing materials that deal with the customer success process or roadmap. Evaluation Stage. Buying Stage.

Metrics 40

Metrics How To Effort Score Customer Success 40

Amity

OCTOBER 12, 2017

It doesn’t change when you move into leadership. I recommend that you should gather some baseline data as well as input from your team, the other company functions (Product, Marketing, and Sales especially) and customers and draft out a mission statement. Sales to CS transitions. Net Promoter Score (NPS) surveys.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

SmartKarrot

JULY 28, 2021

Work collaboratively with various departments, including Sales (Account Management and New Business), Content, Revenue Operations, Marketing, Finance, Technology, Product, and Design to ensure your team’s needs and the customer’s needs are being met. Oversee the delivery, strategy, and maintenance of the NPS program.

Customer Success 10

Customer Success Roadmap Case Study Customers 10

SmartKarrot

APRIL 2, 2021

Partner with the executive leadership team to develop and execute account engagement, retention and growth strategies. Generate interest from clients for incremental sales from existing and other company products and services. Collaborate with the Sales Team to identify and grow opportunities within the territory.

Customer Success 10

Customer Success Entertainment Case Study Roadmap 10

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. on usage, NPS), and others.

Customer Success 10

Customer Success Consulting Roadmap Government 10

SmartKarrot

JANUARY 13, 2021

Provide leadership and direct oversight of CSMs to ensure they develop strong customer relationships and serve in the role of trusted advisor to SOCi customers. Serve as customer advocate while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, and engineering.

Customer Success 10

Customer Success Metrics Case Study Consulting 10