Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Document 358

Document Net Promoter Score Government Leadership 358

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Metrics 98

Metrics Customer Success Customer Journey Mapping Net Promoter Score 98

Experience Investigators by 360Connext

OCTOBER 27, 2020

Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Where on the journey should we ask for feedback?

Social Media 359

Social Media Customer Journey Feedback Customer Journey Mapping 359

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 52

Customer Success Customer Journey Mapping Customer Centricity Leadership 52

Amity

JANUARY 9, 2019

One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It can also happen when the senior leadership team has not agreed on and adopted a cohesive customer success strategy and culture.

Customer Success 81

Customer Success Leadership Customer Journey Metrics 81

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Culture Leadership Customers 98

Gainsight

JULY 20, 2020

The Key to Customer Success Was Transformational Leadership. Just over a year ago, Commvault made the bold decision to alter its leadership approach significantly. There were new products, the first company acquisition in over 20 years, and a push for subscription customers. . Or did they?

Customer Success 52

Customer Success Customer Journey Mapping Leadership Customer Centricity 52

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. They might just know what their customers need better than you do. Give them autonomy and trust.

Customer Success 52

Customer Success Engagement Customer Journey Mapping Communication 52

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. Frequency also matters.

Leadership 40

Leadership Customer Journey Mapping Reference Customer Journey 40

Experience Investigators by 360Connext

JULY 12, 2022

Customer Listening Posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time. Where on the journey should we ask for feedback?

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Education Services Group

JULY 9, 2021

We know this can be especially true for Customer Success leaders. These guides provide a big picture overview of an initiative and help determine critical aspects for its success before it even begins. Why project charters are valuable in Customer Success. The elements of a Customer Success project charter.

Customer Success 52

Customer Success Customer Journey Mapping Document Customers 52

ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Let the new CSM know about the change once you’ve determined this on a leadership level.

Customer Journey Mapping 68

Customer Journey Mapping Customer Journey Document Webinar 68

SmartKarrot

OCTOBER 11, 2022

Role: Director of Customer Success Location: Atlanta, GA, US Organization: hireneXus As a Director of Customer Success, you will optimize each portfolio company customer journey and experience, providing each with a professional and comprehensive Customer Journey Map.

Customer Success 19

Customer Success Customer Journey Mapping Roadmap Presentation 19

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

Customer Bliss

SEPTEMBER 26, 2017

From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. Assisting organizations and professionals not only to learn but execute business strategies that will refocus company efforts to Customer Success. sales) and stakeholders (i.e. ”

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

ClearAction

DECEMBER 11, 2018

The necessity and logic of doing this was highlighted in a recent presentation by Hootsuite’s Vice President of Customer, Kirsty Traill. She pointed out that Marketing Communications is unfortunately the typical focus of customer journey maps and customer-centric marketing. It short-changes marketing’s impact.

Customer Experience 71

Customer Experience Customer Journey Mapping Customer Centricity Customer Journey 71

ChurnZero

AUGUST 25, 2021

Leadership. Customer Success & Support. Customer Success & Support. NPS should be a part of routine account engagement for Customer Success and Support departments. It’s a proactive method of identifying issues that may lead to reduction in product usage or customer churn.

NPS 98

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 98

Totango

NOVEMBER 5, 2021

MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. What helped you build your customer journey map and what were the main factors you took into account? TC : Yes, definitely.

Customer Engagement 111

Customer Engagement Engagement Customer Journey Mapping Definition 111

SmartKarrot

MAY 17, 2023

Role: Customer Success Specialist Location: Illinois, United States (Hybrid) Organization: RedMane Technology LLC As a Customer Success Specialist, you’ll giving clients support and guidance using mCase. Create campaigns with numerous customers in mind using digital activities and touchpoints.

Customer Success 19

Customer Success Customer Journey Mapping Document Touchpoint 19

Amity

OCTOBER 12, 2017

After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run. You really need to approach Customer Success with the mindset that your work is never done. It doesn’t change when you move into leadership.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

ChurnZero

JULY 16, 2021

Speakers: Madeline Evans , Digital Customer Success Manager, ESG. Britt Layman , Customer Success Operations Manager, ESG. Q: How do you incorporate digital aspects into your existing customer journey? Then, you can move into things like automating product updates and things that are going to your customers.

Touchpoint 98

Touchpoint Webinar Customer Success Events 98

ChurnZero

APRIL 24, 2020

A customer journey map is a tool to help visualize the experiences of interacting with your company from the customer’s point of view. By understanding your customer’s journey, you can better deliver on their expectations. Speaker: Sarah Dunn, Federal Customer Success Team Lead, Quorum.

Customer Journey Mapping 72

Customer Journey Mapping Customer Journey Customer Success Leadership 72

ClientSuccess

AUGUST 28, 2020

If customer success leaders can agree on anything it’s that 2020 has been anything but normal. Luckily, many organizations have faced the ongoing crisis by quickly pivoting to new value-based initiatives or doubling down on customer-focused solutions. And at the top of this list, of course, is customer churn.

Customer Relationships 95

Customer Relationships Customer Journey Mapping 2020 Webinar 95

Oracle

MARCH 11, 2020

It's not customer experience; it's really the whole ecosystem of your organization, and are you united? link] #customerexperience #leadership #womenleaders pic.twitter.com/mn6B2qNjYs — Jeanne Bliss (@JeanneBliss) March 8, 2020. Jeanne Bliss. Kerry Bodine.

2020 83

2020 Technology Chief Customer Officer Customer Journey Mapping 83

Amity

MAY 22, 2016

Customer success is an exciting and game-changing opportunity, and a prerequisite for the majority of B2B SaaS companies, but are you ready for it? According to an Aberdeen Report* on Customer Experience Management, the top three drivers for investing in customer experience management are: Improve customer retention – (42%).

Customer Success 57

Customer Success Chief Customer Officer Customer Journey Mapping Metrics 57

SmartKarrot

JANUARY 27, 2022

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success. What exactly is customer education?

Customer Success 19

Customer Success E-support Customer Journey Mapping Social Media 19

Totango

NOVEMBER 5, 2021

MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. What helped you build your customer journey map and what were the main factors you took into account? TC : Yes, definitely.

Customer Engagement 85

Customer Engagement Engagement Customer Journey Mapping Definition 85

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

ClientSuccess

APRIL 25, 2017

3 Ways How to Build a Customer’s Perspective Journey Map. All customer success professionals have an idea in their minds about what the ideal customer journey map looks like. Customer Journey Map. View a high rez version of the customer journey map.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Customer Centricity Customer Success 40

ClientSuccess

NOVEMBER 15, 2017

Mapping out the customer journey isn’t just for small start-ups or unicorn companies. It can be tempting to write off this extra step if your company is part of a larger, more mature marketplace as the customer experience is likely well documented and established. What Is Customer Lifecycle Management?

Customer Journey Mapping 40

Customer Journey Mapping Management Metrics Customer Journey 40

CustomerSuccessBox

MARCH 14, 2022

How do you deal with an annoyed customer? How do you restore customer satisfaction? This is a circumstance that customer success and support employees like you experience on a daily basis. These attitudes and actions are not just desirable, but also expected, especially among customer success leaders.

Customer Satisfaction 52

Customer Satisfaction Customer Journey Mapping Customers Consumers 52

Totango

NOVEMBER 5, 2021

MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey. What helped you build your customer journey map and what were the main factors you took into account? TC : Yes, definitely.

Customer Engagement 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

ChurnZero

AUGUST 25, 2021

Leadership. Customer Success & Support. Customer Success & Support. NPS should be a part of routine account engagement for Customer Success and Support departments. It’s a proactive method of identifying issues that may lead to reduction in product usage or customer churn.

NPS 52

NPS Net Promoter Score Customer Journey Mapping Customer Satisfaction 52

SmartKarrot

DECEMBER 2, 2020

Women are owning more responsibilities and are emerging to adorn strong leadership competencies. Women in customer success are taking over the town and converting every milestone which was once considered as surreal. Customer Success as a niche is highly competitive and caters to a large volume of masses.

Customer Success 17

Customer Success 2021 White Paper Contact Center 17

Experience Investigators by 360Connext

MARCH 23, 2021

It’s a point of friction in some ways but it also is a necessary part of scaling customer experience. Ask your Customer Success Team, Account Managers, or other customer relationship specialists to include you in one client meeting a month. There is some inherent bias here, because they will pick the easy customer!

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

ClientSuccess

AUGUST 8, 2017

Register to watch the recorded webinar here: Customer Success Pitfalls to Avoid During the Post-Sale Process. In this webinar you will learn: How to approach post-sale lifecycle management with your customers. What approach to take to build the customer journey map. Request a ClientSuccess demo.

Webinar 40

Webinar Sales Customer Success Customer Journey Mapping 40