ClearAction

APRIL 17, 2019

CEO’s Guide to Growth through Customer-Centered Management Lynn Hunsaker. In every company where customer experience is a hallmark of their success, the CEO is the ringleader of customer-centered management. Customer-centered management is straightforward business sense. Business Sense. True Definitions.

Management 69

Management Customer Experience Management Books Financial 69

Customer Bliss

MAY 5, 2015

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . This advances the silo based approach to actions that is contrary to the discipline of experience development and management.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

TechSee

DECEMBER 16, 2020

Deploying the Visual Remote Assistant has enabled Acuity to provide remote support, cut down on the back and forth with customers, improve communication and collaboration between team members working from home, and reduce friction across the customer experience chain.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

Gainsight

JANUARY 17, 2020

Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. How do you prioritize what feedback gets incorporated into the product roadmap? 6 Customer Feedback Processes from Product Management Experts. Product Manager | Blend. Chris Chumley.

Feedback 117

Feedback Roadmap Demo ROI 117

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . Q: Who should be responsible for managing ‘churn’ in a firm? The following is what she has to say.

Management 52

Management Customer Success 2013 Metrics 52

Gainsight

JULY 5, 2022

The return on investment (ROI) of CS is clearly seen and justifies bringing in CS operations to make it more seamless, prescriptive, and proactive. For every five Customer Success Managers (CSMs), you’ll need to start developing smart processes for running your team. Excellent communication and listening skills.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Centercode

SEPTEMBER 1, 2020

In the home environment, communication is king. Its high-end universal remotes had to communicate seamlessly with thousands of products to succeed on the market. Now, their beta test ROI is over 250% — and the team is able to maximize its beta results to the fullest. ” Jerry Molitor, Program Manager @ Caavo.

ROI 98

ROI Roadmap Download Leadership 98

Gainsight

SEPTEMBER 28, 2022

Implementing this approach requires a fresh approach to your product roadmap—because when you scale through retention and expansion, the primary goal is maximizing utility for existing customers so they’ll increase usage and be willing to spend more over time. Make space for quick wins to drive advocacy. Influence user behavior.

Roadmap 52

Roadmap Innovation User Experience ROI 52

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 NPS Customer Success 59

Thematic

APRIL 3, 2024

Data-Driven Decision Making: Voice of the Customer insights replace guesswork, empowering you to make informed choices about marketing campaigns, pricing strategies, and operational changes that deliver measurable ROI. Communication: Be transparent with customers, both individually and broadly.

Social Media 62

Social Media Feedback NPS Insights 62

CSM Magazine

NOVEMBER 18, 2022

For organization leaders, buy-in involves a commitment to supporting the program and sustaining it until it is developed, recognizing that these programs build over time, and that you must commit to act in order to turn VoC insights into ROI. If your new information is never used, the initial investment is wasted. Turn your VoC into action.

ROI 52

ROI Touchpoint Voice of Customer Consumers 52

Gainsight

MARCH 21, 2019

We think about it like this: On the two-by-two, the x-axis is outcomes, or you could call it ROI or business value realization—is the customer achieving their desired outcome with your product or service? And we never want to be in the bottom right—no ROI and they don’t like you. Define ROI goals. Meet those goals.

ROI 78

ROI Webinar Return on Investment Customers 78

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. 2 – Connect ROI to Growth. They set out to understand the full assessment of problems silo by silo. It was a false start.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Oracle

AUGUST 6, 2019

Breakout session featuring Tony Castiglioni, VP, Product Management, B2C, Oracle, Pierre Custeau, VP Product Management, B2B, Oracle, and Shashi Seth, SVP, Oracle Marketing Cloud, Oracle. See how machines and people can work together to improve personalization, automate execution, and optimize ROI.

2019 47

2019 Marketing B2C Roadmap 47

Alida

SEPTEMBER 22, 2016

To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines. The first activities in your community are just as critical because they set the tone for future communications. Enhance marketing with customer insight. Driving growth with #mktg smarts.

2016 267

2016 Innovation Marketing Insights 267

ClearAction

DECEMBER 31, 2016

What’s new in 2017 customer experience management? Ultimately, success in turning a new leaf depends on getting your hooks into manageable steps that resolve past weaknesses to propel your growth. Create internal and external communications, tools and processes to make things easy for each customer segment.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Deliver high value outcomes that create hard ROI and real impact on your customers’ business.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. If your customers drag their feet and don’t reply to your emails, reevaluate the way you’re communicating with them.

Roadmap 81

Roadmap Blog Metrics ROI 81

ClearAction

DECEMBER 19, 2014

But like everything in a company, "it takes a village" Customer experience management is a team sport, a way of life, an ongoing journey of excellence within the context of valuing customers' well-being as the enabler of well-being in all other areas. Customer Experience Maturity Roadmap. Customer Experience ROI Trajectory.

Customer Experience 116

Customer Experience White Paper ROI Sports 116

Thematic

MAY 19, 2022

The operational and time-consuming tasks that are/were traditionally part of the product manager workload now fall within the remit of product ops. This empowers product managers to focus on building products with better market fit, whether the company’s product focus is a trail shoe, new e-bike technology or a SaaS offering.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

SurveySensum

JULY 11, 2023

Tailor communication and messaging based on individual customer preferences. Must have Effective Communication! The agent listened to your complaint actively and answered you by communicating with the delivery person about the status of your product delivery. Streamline communication channels and integrate them effectively.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Confirmit

MAY 29, 2019

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation.

Consumers 40

Consumers Insights Webinar Hospitality 40

Confirmit

MAY 16, 2019

Holly works closely with the Product Management team, ensuring that Confirmit's latest innovations are communicated to customers. She is a regular webinar presenter and speaker at Market Research events, providing guidance on key MR topics such as creating engaging surveys, generating ROI, and the role of automation.

Consumers 40

Consumers Insights Webinar Hospitality 40

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. What Came Of All This?

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

SmartKarrot

AUGUST 12, 2021

Manage customer service vendors. Actively coaches and develops the team through effective communication, mentorship, and leadership; acts as a point of escalation. Proactively communicates product enhancements and provides visibility into product roadmap to client base.

Customer Success 16

Customer Success Net Promoter Score Roadmap Leadership 16

SurveyGizmo

DECEMBER 21, 2022

Communicating with both through the same message does neither group any good. The more you know about a customer’s current emotional state, the more you can tailor your marketing campaigns to provide an engaging, helpful experience and adjust your product roadmap to meet customer needs faster.

Customer Engagement 52

Customer Engagement Feedback Engagement Roadmap 52

SmartKarrot

OCTOBER 27, 2022

Define, improve, and manage a customer engagement model to drive consistent customer experience and performance of CSMs. Work with Revenue Operations to build reports, dashboards, and scorecards to communicate the customer health, retention probability, and effectiveness of high-touch customer success programs. Manage QBRs.

Customer Success 19

Customer Success Roadmap ROI Customers 19

SmartKarrot

APRIL 26, 2022

Role: Director Customer Success – Lending Location: Charlotte, NC, US (On-site) Organization: Ally As a Director of Customer Success, you will establish robust feedback loops and communication channels (e.g., streamline communications, define product enablement framework). feature requests, support tickets).

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

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

SmartKarrot

OCTOBER 10, 2022

Manage complex, cross functional customer implementations for new product deployments. Apply here: [link] Role: Customer Success Manager Location: Tysons Corner, VA, US Organization: Piper Companies As a Customer Success Manager, you will lead the onboarding process for all new customers and serve as the primary point of contact.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers. Today’s customers demand more.

ROI 76

ROI Roadmap Measurement Customers 76

SmartKarrot

DECEMBER 3, 2021

Continue to drive a company-wide culture of CS, working with Sales, Finance, Product (to influence roadmap), and Marketing to maximize resources available to the team. Communicating measurable value and proactively identify development needs at our customers.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

ChurnZero

DECEMBER 20, 2019

The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences. Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

FEBRUARY 21, 2022

Make strategic marketing recommendations that drive outcomes for your clients and ultimately deliver ROI. Apply here: [link] Role: Customer Success Manager Location: Remote, Denver, CO, US Organization: Canonical As a Customer Success Manager, you will onboard new Canonical customers and introduce them to the products and support processes.

Customer Success 19

Customer Success Roadmap Government Document 19

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization. testimonials, case studies).

Customer Success 19

Customer Success Roadmap Metrics ROI 19

Amity

MAY 8, 2017

Conventional wisdom had led them to believe that if they selected a great product with the right features, trained people on the functionality, communicated ‘What’s In It For Me’, then everything would be fine. Help your customer understand that without fast, effective adoption they will never get the ROI they want.

ROI 54

ROI Roadmap Sales Customer Success 54

Gainsight

AUGUST 31, 2020

ServiceChannel is the number one facilities management platform that helps businesses source, procure, manage, and pay for facility maintenance and repair services. This allows facilities managers to drive significant brand equity and ROI for their organizations without outsourcing or investing in new infrastructure.

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52