Lithium

NOVEMBER 1, 2022

NEW Coaching Video: NPS/CSAT Enable users to privately share their feedback with your brand after a customer service interaction. New Coaching Video: Agent Activities Metrics Overview Agent Activities gives you visibility into how the agents are using the app and how they are managing their work on conversations. Manage View Updates.

2022 52

2022 Roadmap ROI Social Media 52

Lithium

DECEMBER 6, 2022

How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise.

2022 52

2022 Social Media 2023 Roadmap 52

Gainsight

JULY 26, 2022

This product experience imperative was the exact topic of the Catapult webinar with Morgan Redwine from Dealerware. . Capture Timely Feedback: Most CS leaders are on board with the importance of collecting regular NPS and CSAT data. Dealerware increased NPS response rates 2700% by serving an NPS survey to users inside of their product.

NPS 59

NPS Webinar Roadmap Feedback 59

SurveySparrow

AUGUST 28, 2023

Imagine you’re a marketing manager at a bustling digital agency. You’ve just subscribed to a SaaS platform that promises to revolutionize your project management processes. 5 Continuous Education Webinars and Workshops : Host regular webinars and workshops that educate users on advanced features and best practices.

Customer Journey 52

Customer Journey Customer Experience Webinar Net Promoter Score 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. An Interview For Change: Khoros Expert Opinion on Change Management Change management is complex and could make or break changes in process or strategy. Beyond the Roadmap: TikTok & Talkwalker Deep Dive Watch now.

Multi-Channel 52

Multi-Channel Leadership Roadmap 2022 52

Bold360

SEPTEMBER 25, 2019

Last month I had the pleasure of sitting down with Patrick Quinlan, Senior Manager for Self-Service and Analytics at Citrix. The result was a growing backlog and increasing time to close, impacting their NPS. We hear again and again that customers want fast answers to their problems.

Customer Experience 49

Customer Experience Roadmap Call Center Webinar 49

Gainsight

MAY 13, 2020

We wrote about our process here and we are hosting a follow-up webinar dedicated to our Risk Management approach with Gainsight customer FinancialForce. . Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around.

Roadmap 59

Roadmap ROI Customer Success NPS 59

CSM Practice

DECEMBER 4, 2020

Guest: Chris Singh , SVP Customer Success Management, Customer Engagement & Experience at SAP. Today I have Chris Singh, Global head of customer success management at SAP. Other companies use similar survey experimental sort of assessment, but very few now go on that value management. Read the full transcript to learn more.

NPS 69

NPS Customers Customer Success Measurement 69

Gainsight

MAY 3, 2020

Remote work, a rapidly shifting product roadmap, and a demand to support existing customers have led to a tighter integration to improve retention. However, Customer Success alone cannot drive exceptional product experience and thus tighter alignment with Product Management becomes important. In-App Guides/Survey.

Customer Success 59

Customer Success Roadmap ROI Sports 59

Wootric

MARCH 15, 2020

Customer success managers can reach out one-on-one via email or phone, but that isn’t always practical. In SaaS, this often means using the all-important NPS survey to gauge overall loyalty and surface any issues that may affect renewal. Here’s a quick guide on how to automate closing the loop on customer feedback.

E Commerce 125

E Commerce E-support Chief Customer Officer Loyalty 125

SurveySensum

OCTOBER 5, 2020

In the above typical B2B SaaS customer journey, a customer attends your webinar and finds out about your product. Throughout this customer journey, you’ll gather customer feedback from every stage using CSAT, CES, and NPS surveys depending on each touchpoint. . Now, what are CSAT, CES, and NPS Survey? NPS Survey.

Customer Journey 52

Customer Journey B2B Net Promoter Score NPS 52

ChurnZero

AUGUST 30, 2019

Split out Sales and Account Management . Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal. Upcoming Webinar. Product-led strategies + distributed teams + retention-vs-newbiz = throw away old sales playbook. Totally agree. at Talkdesk. SaaStrScale.

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

Gainsight

FEBRUARY 20, 2019

Depending upon your company’s product roadmap, you might be shipping and refining new product updates monthly, weekly, or even daily. Product Experience Management and Accountability. Success is measured in renewal rate , NPS , CLV, or retention rate. Success is measured in MAU, DAU, or CLV. Sign up for a demo today.

Roadmap 45

Roadmap Demo Measurement Customer Success 45

SurveySensum

FEBRUARY 14, 2024

But it’s not just for the employees – these employee feedback tools give managers and HRs real-time data to make smart decisions and improve the workplace vibe. User-Friendliness: Ensure the tool is user-friendly for both managers and employees. This can include customer support, tutorials, webinars, and documentation.

2024 52

2024 Feedback Culture Demo 52

ChurnZero

DECEMBER 9, 2021

Is your Customer Success team getting the most out of your Net Promoter Score® (NPS) responses? You might think it’s all about the NPS “ask,” but responding to your customers’ NPS results is just as important. If you missed the webinar, you can watch it on-demand. Q: How do you schedule an NPS follow-up call?

Net Promoter Score 52

Net Promoter Score NPS Webinar Customer Success 52

inmoment

JUNE 1, 2020

Despite most brands declaring to be customer-centric, many CX programs have failed to realise the full potential of an experience management program. Now in the wake of COVID-19, customer experience leaders have been forced into the spotlight and asked to prove the value of these experience management programs back to the business. .

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Unhappy customers typically cost more to manage, by increasing your operational cost and reducing your margin. Change Agent.

Customer Success 66

Customer Success Metrics E-support Leadership 66

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. If you are in a highly competitive space, companies like ROIRocket provide double-blind NPS surveys via panels to get deeper insights. Where are they located?

Feedback 111

Feedback E-support Metrics Insights 111

ChurnZero

JANUARY 17, 2020

The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales. Plays allow your team to automatically engage with clients based on specific factors, enabling account management that is more proactive, timely and impactful for the client. Features adoption .

Metrics 72

Metrics Customer Success Insights Webinar 72

Wootric

DECEMBER 9, 2020

During the webinar, he laid out planning elements you need to consider when building your CX program. It would gather NPS, CSAT, and Customer Effort Score (CES) feedback from all relevant customer touchpoints, analyze that feedback and turn it into an actionable experience strategy. . Branch Managers. Structure for success.

Banking 52

Banking Culture Feedback Customer Centricity 52

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Unhappy customers typically cost more to manage, by increasing your operational cost and reducing your margin. Change Agent.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Unhappy customers typically cost more to manage, by increasing your operational cost and reducing your margin. Change Agent.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Unhappy customers typically cost more to manage, by increasing your operational cost and reducing your margin. Change Agent.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

Specifically -- and especially -- if you are a SaaS company, there are several articles, whitepapers, webinars and blog posts that state how critical Customer Success is to your company’s survival. Unhappy customers typically cost more to manage, by increasing your operational cost and reducing your margin. Change Agent.

Customer Success 48

Customer Success Metrics E-support Leadership 48

ChurnZero

AUGUST 23, 2019

To talk about this newer role and shed some light on the evolution of Customer Success Operations and how it can impact SaaS businesses, we hosted a well-attended webinar earlier this week with Jason Conrad from the Customer Imperative. Say- in the next 90 days we’re going to implement an NPS process. So, time box it.

NPS 40

NPS Customer Success Sales Metrics 40

Gainsight

JUNE 10, 2021

Manager of Customer Success Operations at Okta, Valery Skvirskaya Manager of Customer Success Operations Glint, Thuy Koo Manager, Customer Success Operations, of Glint joined together to create an amazing ensemble cast discussing the importance of adoption to your customer’s journey.

Metrics 52

Metrics Customer Success Customer Journey Measurement 52

Amity

MARCH 19, 2014

Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?”.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

ClientSuccess

OCTOBER 10, 2017

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. When it comes to metrics, CSMs should draw parallels between common satisfaction metrics (aka NPS Scores, Health Scores, and CSAT scores) and renewal occurrences.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. Your mission should guide and empower your team on what to do if there were no processes or managers. Your mission should guide and empower your team on what to do if there were no processes or managers.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

CSM Practice

JANUARY 1, 2017

In the technology industry, customer success management is developing into a vital department. Most companies have an on-premise #CustomerSuccess program that typically comes in the form of TAM (Technical Account Management) services. Recently, many companies are moving from on-premise to SaaS. Click to Tweet.

Customer Success 58

Customer Success Metrics E-support Customers 58

SmartKarrot

JULY 16, 2021

Apply here: [link] Role: Customer Success Manager Location: monday.com Organization: monday.com As a Customer Success Consultant, you will build strong relationships with the clients to understand their needs and ensure their success with monday.com. Take ownership of new accounts and manage their onboarding. Apply here: [link].

Customer Success 10

Customer Success Healthcare Consulting Roadmap 10

Amity

OCTOBER 12, 2017

I know I felt that way as a Customer Success Manager at Eloqua when I had my 30+ accounts and I felt like I was always online. Your mission should guide and empower your team on what to do if there were no processes or managers. Your mission should guide and empower your team on what to do if there were no processes or managers.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

SmartKarrot

DECEMBER 2, 2020

Role: Director of Customer Success Location: Remote, San Francisco, CA, US Organization: Wonderschool As a Director of Customer Success, you will manage, coach, inspire a talented team of technical Onboarders and customer support/success. Create NPS scoring and exceed industry standards. Successfully onboarding customers.

Customer Success 10

Customer Success Roadmap Sales Customers 10

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. I graduated wanting to go work as a Brand Manager for a big fortune 500 company. We also publish content and conduct webinars with them, and we use the tools they use, like Marketo. We live and breathe marketing.

Customer Success 0

Customer Success Customers Definition Metrics 0

SurveySparrow

MARCH 26, 2021

A GTM strategy provides a roadmap for businesses to understand the relevancy and impact of their marketing and sales strategy. It is the product manager who is usually responsible for the go-to marketing strategy. Prospects like them should be given case studies, tutorials, webinars, demos, etc. Winding up. .

Marketing 52

Marketing White Paper Advertising Airlines 52

Pointillist

JULY 25, 2018

The Champion may or may not be the Project Manager (if not, then make sure to recruit an experienced project manager to organize the project and keep everything on track!). Training is most successful when conducted in-person but if that is not an option, a live webinar would work too.

Customer Journey 43

Customer Journey Events Metrics Government 43

SmartKarrot

MAY 25, 2022

Managing action plans designed to enhance client relationship. Leading the internal strategic client management review process. Measuring the success of the client experience efforts by building and deploying reporting that includes CRM analytics along with client surveys (NPS and CSAT).

Customer Success 3

Customer Success Document Demo Roadmap 3