West Monroe

DECEMBER 20, 2022

A significant majority (87%) of respondents in the 2021 MLC M4.0 Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies. We are interested to see how that metric moves in this year’s survey, given recent economic developments. This is where being digital comes in.

2021 52

2021 2022 Metrics 2030 52

West Monroe

DECEMBER 20, 2022

A significant majority (87%) of respondents in the 2021 MLC M4.0 Additionally, management’s focus on sustainability and net zero strategies increased at a third of companies. We are interested to see how that metric moves in this year’s survey, given recent economic developments. This is where being digital comes in.

2021 52

2021 2022 Metrics 2030 52

SurveyGizmo

MARCH 15, 2021

For the first part of last year we all tried to adjust as best we could, suddenly being thrust into remote workplaces, non-stop Zoom meetings, managing our kids’ at-home learning while working, keeping our families safe, and trying to keep employees engaged while trying to stay engaged ourselves. Learn more here.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Experience 90

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. Together they are responsible for managing, developing and expanding the?COPC

Contact Center 52

Contact Center Consulting Metrics Roadmap 52

SurveyGizmo

DECEMBER 21, 2022

In short, tracking customer sentiment helps you understand three major metrics: Overall customer satisfaction, loyalty, and engagement intent. Let’s dive into mobile surveys further: Why you should use mobile surveys There was a 9% increase in the number of surveys sent in 2021 from 2020.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

Gainsight

JUNE 11, 2021

Manager, Customer Success at Slack and CEO of Customer Success Network at Slack. How To Hire A Customer Success Manager The Right Way with the amazingly talented Irit Eizips, Chief Customer Officer at CSM Practice. Three key phases for Successful Value Management. Your Customers Need You to Put Yourself First: Listen to Them!

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Gainsight

FEBRUARY 4, 2021

Growth rate, gross margin, and other traditional metrics matter greatly. But software leaders have increasingly recognized the importance of a new metric unique to the SaaS world, Net Dollar Retention (NDR). If you want to dive in more on why Dave thinks NDR is the new metric, see his SaaStr presentation here.

2021 72

2021 Metrics Customer Success Sports 72

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021. Rick Adams.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

Qualtrics

MARCH 2, 2021

To support HR and business leaders in answering this question, we asked Melissa Thomas-Hunt, Global Head of Diversity & Belonging at Airbnb, to share how organizations can foster a culture of belonging in 2021 and beyond. Read more: Belonging: The new top driver of employee engagement in 2021. How to create a culture of belonging.

Culture 47

Culture 2021 Roadmap Engagement 47

ChurnZero

OCTOBER 28, 2022

How do you manage this knowledge gap given that sales is money-motivated and CS is relationship-motivated? We have to think more strategically as an industry so that we can help our businesses scale and maintain those financial metrics like gross margin and EBITDA, that really matter when investors are looking at our companies.

2023 52

2023 Customer Success Chief Customer Officer 2022 52

Qualtrics

MARCH 30, 2021

Diverse, equitable and inclusive organizations outperform their peers where it matters most – against metrics like growth, time-to-market, profitability and innovation. To create a roadmap towards your DEI goals, you need consensus about the starting point. Here’s how to stay on track and create lasting change.

2014 26

2014 Competitive Advantage Roadmap 2017 26

Gainsight

NOVEMBER 23, 2020

GitLab is an open-source, code-collaboration platform for git repository management, code reviews, issue tracking, wikis, and continuous deployment tools, enabling users to create, review, and deploy codes. Jeff is the Senior Manager of Customer Success Operations. . Together, we’ve mapped out a three-year roadmap for the CS org.

Customer Success 52

Customer Success Roadmap Financial Fashion 52

customer sure

MARCH 18, 2024

The solution should be able to report standard CX metrics , like CSAT, NPS and CES, showing both current status and trends; for the organisation as a whole, and allowing drill-down into different business units. Implementation Roadmap To de-risk your new VoC programme, you should adopt a phased roll-out. How do you pick questions ?

Touchpoint 62

Touchpoint Return on Investment Competitive Advantage Feedback 62

ChurnZero

MARCH 31, 2023

Customer Success Managers (CSMs) pick up the baton after that “to deliver on the promises made by the sales team.” If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” Share your vision and roadmap.

Customer Success 98

Customer Success Net Promoter Score 2022 Sales 98

West Monroe

NOVEMBER 2, 2022

billion through their IPOs in the first half of 2022, a sharp decline from a $155 billion boom in 2021. While M&A deal volume is slowing as recessionary concerns remain, top-tier assets are still coming to market, the best of which are still managing to command strong valuations. Build a realistic roadmap. Prepare for exit.

Roadmap 52

Roadmap Innovation Financial 2022 52

Gainsight

JULY 1, 2022

This model uses the product as the primary vehicle to drive end-to-end value realization, build consumption-based pricing, prioritize the product roadmap to optimize customer outcomes, and unlock organic expansion using self-serve provisioning. . Of companies that use product experience data, 57% use it to develop product roadmaps.

2022 52

2022 Roadmap Metrics Sales 52

CSM Magazine

JULY 7, 2022

In its 2021 Technology Trend report, Gartner predicted that, by 2024, businesses that prioritize a TX strategy will outperform their competitors in the critical customer and employee satisfaction metrics by 25 percent. The first step to laying out the roadmap for where you want your TX to go is assessing where your business stands now.

Brands 59

Brands 2026 Customer Journey Mapping 2024 59

West Monroe

FEBRUARY 23, 2022

What is the roadmap? Chapter 1: Begin managing your data like an enterprise asset. Begin managing your data like an enterprise asset. But in our experience, few companies are properly equipped to manage and use the ever-growing volume of data from their factory equipment, sensors, and assets.

Leadership 52

Leadership Culture Technology Connections 52

West Monroe

JANUARY 18, 2023

Radio Flyer generated $120 million in revenue in 2017, four times its 1997 sales revenues, which climbed to $200 million in 2021. Product-oriented organizations therefore establish and track key metrics (KPIs, OKRs, etc.) The result? And it needs technologists (e.g., specific to product development lifecycles.

Banking 52

Banking Innovation 2022 Government 52

CustomerSuccessBox

AUGUST 27, 2021

The lubricants to retaining customers lie in your company’s capacity to manage them. The way to manage customers is to engage them with a specialized team that is trained to do the right thing at the right time. Having a clear picture of a customer journey roadmap will help you define your execution process for your SaaS startup.

Customer Success 52

Customer Success Effort Score Reference NPS 52

Gainsight

MAY 18, 2023

The question now becomes, how can we make this journey seamless, efficient, effective, and personalized to every user, without increasing manual tasks for Customer Success Managers (CSMs)? Gainsight customers who are interested in learning more about our generative AI features and roadmap can register to be a part of our beta program here.

2023 52

2023 Chief Customer Officer Customer Journey Customer Success 52

Gainsight

AUGUST 10, 2020

Account Management? The question now is, how do you drive efficiencies in that process and make sure you aren’t driving up your cost-to-serve metrics. So that has us thinking, let’s not wait until CxO 2021 to make this happen. What was evident from these discussions is that Sales and CS need to be collaborating more than ever.

Leadership 59

Leadership 2020 Events Customer Success 59

West Monroe

DECEMBER 20, 2021

Developing a ranking of portfolio methods and initiatives using metrics that include achievable reduction quantities, lowest cost to achieve, and viability. By utilizing the GHG Protocol to properly categorize internal emissions, utilities are better positioned to address and manage their decarbonization goals. Featured Content.

Transportation 52

Transportation 2019 2009 Metrics 52

SmartKarrot

JANUARY 15, 2021

When it comes to the customer experience organizational structure, CX must be practiced in different ways and capacities by the following departments: Marketing Sales Product Management Customer Service Customer Success. CX in Product Management. Implementing CX in product management. Adjusting the roadmap.

Customer Experience 11

Customer Experience Touchpoint 2021 Sales 11

West Monroe

DECEMBER 20, 2021

Developing a ranking of portfolio methods and initiatives using metrics that include achievable reduction quantities, lowest cost to achieve, and viability. By utilizing the GHG Protocol to properly categorize internal emissions, utilities are better positioned to address and manage their decarbonization goals. Featured Content.

Transportation 40

Transportation 2019 2009 Metrics 40

SmartKarrot

APRIL 26, 2022

For example, the product team might present a product roadmap to the customers. In the year 2021, CS operations got mainstream approval. They also need to work with sales for smooth sales-CS handoff, tooling interaction, and growth metrics. It can certainly introduce a give-and-take relationship with other stakeholders.

2022 10

2022 Customer Success B2B Culture 10

BirdEye

MAY 17, 2023

Your vision would be something like “to be among the healthiest adults in every metric of strength and well-being.” Adidas’ simple mission statement has carried it from revolutionary football boots in 1949 to a multi-billion dollar corporation in 2021. Files are difficult to manage, organize, and send across organizations.

Innovation 98

Innovation Sports 2001 Social Media 98

CSM Magazine

FEBRUARY 14, 2023

The roadmap for success in every case included a critical culture component, whether it was readjusting to a new environment, implementing new technology, or just general malaise. Change management is a discipline that extends beyond communication to establish and reinforce new norms. Training and knowledge management are key.

Contact Center 52

Contact Center 2023 2022 Consulting 52

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

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year. This means that each practice location is managing its own siloed datasets and processes (e.g., Key trends. Platforms (e.g.,

Healthcare 52

Healthcare Multi-Channel 2021 Innovation 52

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year. This means that each practice location is managing its own siloed datasets and processes (e.g., Key trends Platforms (e.g.,

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year. This means that each practice location is managing its own siloed datasets and processes (e.g., Key trends. Platforms (e.g.,

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40