Thematic

JULY 11, 2022

Insights found via the analysis show how you can improve your product, customer service, or employee experience. Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews.

Roadmap 77

Roadmap Banking NPS Feedback 77

ChurnZero

APRIL 27, 2023

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. As a CS leader, sit down with your CSMs to review the different features their customers have requested.

Customer Success 52

Customer Success Management Roadmap Feedback 52

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Let’s move on to how many new customers you acquired” is likely the next agenda item.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. This delightful experience, my friend, is what we call customer experience (CX). Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. Customize content on your website or app to cater to each user.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Gainsight

JUNE 11, 2021

Major Takeaways: Sales and Customer Success relationships can be filled with friction. But both teams should be working together to drive more revenue than attacking the customer base separately. Create alignment to generate more revenue for the organization, stronger partnerships, and provide a smoother customer experience.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

SmartKarrot

APRIL 14, 2022

As a Vice President of Customer Success, you will deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests. Identify opportunities for customers to act as meQuilibrium advocates (e.g.

Customer Success 19

Customer Success Roadmap Customers Technology 19

SmartKarrot

NOVEMBER 2, 2022

Own the group’s P&L, taking a data-driven approach to improve adoption and engagement across the customer base, in turn maximizing the revenue and profitability. Establish high quality, relevant, service experience across a wide range of customers, including Enterprise, Mid-Market, Agency, and Channel Partners.

Customer Success 19

Customer Success Multi-Channel Social Media Roadmap 19

CustomerSuccessBox

NOVEMBER 1, 2018

How do you service a Fortune 500/2000 customer base? For XebiaLabs, it’s critical to identify a customer success model that helps drive renewals. Customer Success was talking about things like value and product adoption. However, as the customer base grows, XebiaLabs are already moving to a third model.

Customer Success 40

Customer Success Webinar Customers Metrics 40

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. Identify key opportunities to improve the customer journey by developing and executing on customer programs.

Customer Success 10

Customer Success Roadmap Leadership NPS 10

SmartKarrot

AUGUST 19, 2021

Role: Customer Success Director Location: Remote, Dallas, TX, US Organization: Persado As a Customer Success Director, you will maintain the customer success plan including maturity roadmap, key milestones, and value realization journey. Oversee and assist with the creation of internal and external presentations.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

SurveySparrow

JANUARY 14, 2020

Your customers are your most valuable asset, especially if you are a small company. Growing your customer base will always be one of the most important objectives in every stand-up meeting. Businesses spend thousands of dollars on lead generation so that they can welcome new customers into their fold.

Customer Retention 52

Customer Retention Feedback Loyalty Programs Roadmap 52

Amity

DECEMBER 14, 2016

This doesn’t happen everyday but today is an early one: I have a 7am call with a customer in India. The customer’s team is growing and they want to add more seats to the account. I’ve looped in the account executive to be present on the call. I love connecting my customers with our product team.

Customer Success 84

Customer Success Management Roadmap Events 84

ClearAction

APRIL 17, 2019

A metric for this is described in the book Return on Customer 5 which advocates calculating your firm’s current-period cash flow from its customers, plus any changes in the underlying customer equity, divided by the total customer equity at the beginning of the period. 3 Putting Customers First: If Not You, Who?

Management 69

Management Customer Experience Management Books Financial 69

Kustomer

MAY 12, 2022

As companies hire the right people using some of the tactics mentioned above, the reps will have the capabilities to have quality customer service calls while still being able to provide consistent information. Sample language is a roadmap to authentic and empathetic communication with the customer. Oh, absolutely.

Customer Service 96

Customer Service Definition Customers Airlines 96

SmartKarrot

NOVEMBER 26, 2020

Hire and build out a sizable team (internally & externally) to service our rapidly growing customer base. Manage cross-functional relationships with leaders in Product, Engineering, Operations, and Marketing to advocate for users and influence the long-term product roadmap. Apply here: [link] Role: Sr.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

SmartKarrot

MARCH 9, 2021

Define the segmentation of the customer base and varying strategies for each segment. Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap. Create a company-wide culture of Customer Success with a deep sense of gratitude towards the customers.

Customer Success 10

Customer Success Roadmap Presentation Metrics 10

SurveySparrow

SEPTEMBER 6, 2019

The simplest formula for Customer Lifetime Value that anyone with technical knowledge can understand is this: Customer Lifetime Value = Customer’ spend – Cost of acquiring – the cost of marketing – the cost of serving the customer. Go a step ahead and offer live chat support for your customers.

Social Media 51

Social Media Metrics Customers Presentation 51

SmartKarrot

JULY 20, 2022

A customer success specialist is responsible for handling the customer launch lifecycle. This starts with sending the customer the product credentials, guides, product roadmaps , and any FAQs. This will help customers familiarize themselves with the product. How do you think this is affecting your growth?

Customer Success 10

Customer Success Roadmap B2B Customer Journey 10

Elevio

JANUARY 14, 2018

What types of roles do your customers have at their companies? We’ve got a fairly broad set of customers that make up our customer base, from universities to e-commerce, but our primary customer base is in the SaaS industry. It’s worked well enough for them, that it’s making its way into our roadmap.

E-support 40

E-support E Commerce Roadmap Presentation 40

SmartKarrot

FEBRUARY 23, 2021

Act as the voice of your customers compiling their feedback and advocating on their behalf for platform improvements. Build customer loyalty and advocacy. Provide amazing, consistent and timely client communication. Communicate best practices for measuring and communicating success. Apply here: [link].

Customer Success 10

Customer Success Demo Roadmap Sales 10

SmartKarrot

MAY 10, 2021

Working on new customer onboardings to map their business needs and design bespoke centered solutions tailored to their use cases and business logic. Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond.

Customer Success 10

Customer Success Roadmap ROI Workshop 10

ChurnZero

DECEMBER 20, 2019

Companies will need to leverage high-fidelity customer data and robust automation technology to successfully execute highly-personalized customer engagement campaigns at scale. Personalized communications, delivered to the right customer at exactly the right time, ensures relevance and maximizes business impact.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

JANUARY 21, 2021

SaaS product management is necessary to offer better solutions to customers based on their needs. Sharing and communicating vision. By understanding market research and customer feedback , product managers need to define requirements and features of the product. Creating a roadmap to maintain product.

Management 11

Management Roadmap Metrics B2B 11

Kustomer

OCTOBER 8, 2020

As companies hire the right people using some of the tactics mentioned above, the reps will have the capabilities to have quality customer service calls while still being able to provide consistent information. Sample language is a roadmap to authentic and empathetic communication with the customer. Oh, absolutely.

Definition 52

Definition Customers Airlines Customer Service 52

SmartKarrot

APRIL 17, 2020

Apply here: [link] Role: Strategic Customer Success Manager Location: Newyork City, Newyork, US Organization: Wix In this role, you will communicate effectively within your team and across other Wix departments such as Support, Marketing and Product Management, for Wix’s different products.

Customer Success 8

Customer Success Consulting Books Customers 8

SmartKarrot

FEBRUARY 7, 2022

The training needs to be effective and properly structured so that the customer does not feel overwhelmed with the wealth of information. Deriving value and communicating it to the customers. The customer success manager also must ensure how effectively every customer is interacting with your application.

Customer Success 10

Customer Success Customer Journey Touchpoint Management 10

SmartKarrot

OCTOBER 29, 2021

C-Suite executives need to have strong leadership and communication skills. In the SaaS-based economy, subscriptions are like gold as they can help you generate revenue regularly. But it becomes difficult to manage the accounts after a point in time when your customer base increases. Customer feedback is crucial.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SurveySparrow

NOVEMBER 25, 2022

All in all, it’s a ticketing system loaded with quality features to support your online customer base, and worth trying. #4 In that case, you get the ability to manage tickets from social networks, assign them to agents directly, and facilitate internal communication with collaborative notes for quality work. #8 4 Spiceworks.

2023 52

2023 Multi-Channel Roadmap Customer Journey Mapping 52

ChurnZero

SEPTEMBER 25, 2020

Formalizing how Customer Success and Product communicate helps tear down these fences while still maintaining neighborly boundaries. Fix Communication Breakdowns With Formalized Feedback. So, let’s take a quick look at each team’s common communication shortcomings and how they can level up their alignment.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

SurveySparrow

AUGUST 28, 2023

Personalization and Recommendations By leveraging data analytics and AI, brands can personalize the customer journey. They can offer tailored product recommendations, content, and solutions based on a customer’s preferences and behaviors. What Causes Friction in the Customer Experience?

Connections 52

Connections Customer Experience Multi-Channel Social Media 52

Retently

AUGUST 23, 2023

Thus, in B2B, NPS surveys become a channel for mutual growth, with businesses keen on leveraging them to communicate expectations and concerns. It’s like having a roadmap to your growth strategy. There is no need to go through lengthy reports or complex data presentations.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Education Services Group

DECEMBER 13, 2021

I might search them on LinkedIn or check their title in their email signature on a recent communication. Then, I try to personalize my messaging based on my findings. So, keeping the partner CSMs engaged and providing insights and updates regarding their customers is critical. Also, it’s okay to tell a customer “no” sometimes.

Customer Success 52

Customer Success Wireless Books Technology 52

Gainsight

OCTOBER 7, 2019

Adoption across our customer base this year has been monumental—we’ve increased expansion bookings by 100% from last year. Unity technologies, ADP, and Slack are just some of our new Gainsight customers. Our CSMs do a terrific job communicating with and engaging our customers.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

Gainsight

JANUARY 30, 2023

Simply enlarging your customer base year over year is no longer a viable business model. Now, companies that want to survive—and thrive—are focused on maximizing revenue from their existing customer base. How can Product and Customer Success teams actually improve the product experience?

E-support 52

E-support NPS Roadmap Engagement 52

Amity

JANUARY 30, 2018

Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events. Communicate your product roadmap regularly.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

CustomerSuccessBox

JUNE 8, 2021

Conduct strategic Business Reviews(EBR and QBRs) to understand the customer lifecycle milestones, and also to communicate the value of the product and showcase product ROI. Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

ChurnZero

JUNE 15, 2023

Keep executives informed of successes, risks, and trends within the customer base. What hurdles do Customer Success teams encounter with product usage data? It can be difficult to justify why implementing a JavaScript snippet, for example, should take precedence over the product roadmap. Uncovering expansion potential.

Events 96

Events Customer Success Insights Roadmap 96