West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. Evolve team culture CPOs can have the right data, goals, and vision—but people drive success.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

ClientSuccess

OCTOBER 10, 2017

Customer success, like any other department, is dependent on metrics. 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. Metrics help separate process that are working from processes that need more fine-tuning.

Metrics 40

Metrics Customer Success Measurement Roadmap 40

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. It's about building a customer-centric culture where their voices shape the future of your business.

Social Media 62

Social Media Feedback NPS Insights 62

SurveySensum

JULY 11, 2023

Monitor customer service metrics and continuously improve your service. It allows you to incorporate customer feedback into your product roadmaps and close the feedback loop , resulting in responsive solutions to improve customer satisfaction. This customer-centric culture ensures that customers feel valued and well taken care of.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

ChurnZero

FEBRUARY 26, 2021

As the customer liaison within an organization, Customer Success must work with virtually every department – which means navigating their unique working style, culture, processes, and priorities. Every company does things a little different – their values, culture, how they approach feedback and reviews.

Customer Success 59

Customer Success Management Roadmap Feedback 59

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. He knew their culture, desires, background, and tastes.

Roadmap 68

Roadmap Return on Investment Advertising ROI 68

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

ChurnZero

AUGUST 30, 2019

In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Best way to improve culture? Deliver high value outcomes that create hard ROI and real impact on your customers’ business. Q&A happening now! Ask us anything!

Customer Success 40

Customer Success Net Promoter Score 2019 NPS 40

SurveySparrow

SEPTEMBER 8, 2021

As it focuses on pretty much everything about the employees – how they feel about your company, the benefits offered, the vibe they’re getting, office culture, etiquette, and leadership qualities. Correlates technical metrics with employee sentiment to deliver a better experience. Top 10 EX Management Softwares .

Employee Experience 59

Employee Experience 2021 Management Culture 59

ClearAction

APRIL 17, 2019

A company that relies on revenue doesn’t exist without customers,” said Carol Borghesi 3 , former SVP of Client First Culture at the Canadian telecom TELUS. Therefore, a two-year or three-year roadmap is the only truly sustainable way to make transformational changes.”. 9 Customer Experience ROI Trajectory , Carol Borghesi.

Management 69

Management Customer Experience Management Books Financial 69

SmartKarrot

APRIL 26, 2022

Build centralized sources of truths for key cross-functional metrics (e.g., Champion, role model, and embed Ally’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we continue to grow. Measure operational metrics and tracking/reporting for the exec team, company, and board.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

ClearAction

MAY 3, 2019

Following a digital transformation roadmap is a set of rapids fraught with peril, sure to tip your kayak over,” explained Dennis. It’s a cultural issue of getting management vision at the top and grass roots fever for the transformation.”. Acquisition Addiction’s Impact on Customer Experience ROI. 6) Digital Empathy.

Leadership 48

Leadership Customer Centricity Metrics Technology 48

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

OCTOBER 10, 2022

Create account engagement plans for all customers, Own and drive operational communications, including Customer ROI from the platform throughout the customer journey. Develop, track and refine the metrics best suited for understanding how your function performs. Support your team to build strong customer relationships.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

ChurnZero

DECEMBER 20, 2019

C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. 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

ClientSuccess

AUGUST 27, 2019

Another aspect we must remember is the ROI being derived from our product or services. . Coupled with the overall customer experience, it makes sense to implement a customer health program and look at the key metrics that drive a customer’s success. Ultimate Guide to SaaS Customer Success Metrics. Question 3. Question 4.

Customer Success 40

Customer Success Culture Books Blog 40

SmartKarrot

JUNE 17, 2022

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Track customer metrics and maintain customer health scorecards with clear action plans. Using your product knowledge and understanding of customer requirements to inform the product development and roadmap. opportunities and risks).

Customer Success 19

Customer Success Roadmap Sales ROI 19

SmartKarrot

MARCH 7, 2022

Define, drive, and demonstrate the value (ROI) delivered to Urbint’s customer base. Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Deliver key success metrics such as NPS and Net Recurring Revenue.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

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. Analysis of operational metrics to determine strategic wins and drive improvements that will increase value for cloud customers.

Customer Success 10

Customer Success Roadmap Leadership NPS 10

ClientSuccess

JULY 23, 2019

What are their metrics? How are they leveraging those metrics to make decisions and provide visibility internally? Quarterly strategy or business reviews allow us to present key KPIs, metrics, benchmarks, and recommendations to our customers. We focus on demonstrating adoption and ROI. Ask about their goals. Question 3.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

SmartKarrot

SEPTEMBER 23, 2022

Apply here: [link] Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Yotpo As a Customer Success Manager, you will successfully and consistently deliver ROI and value for the customers by consulting for their business while leveraging Yotpo solutions. Apply here: [link].

Customer Success 15

Customer Success Travel Roadmap Customer Retention 15

InMoment XI

APRIL 3, 2024

Each of these advantages leads to and reinforces the same outcome: Increased revenue and improved ROI on customer-facing initiatives. How to Measure Digital Customer Experience In order to measure the success of your digital customer experience, you first need to decide on the metrics that matter the most to your business.

Customer Expectations 260

Customer Expectations Touchpoint 2024 Omnichannel 260

GetFeedback

JANUARY 27, 2020

Evolve company culture and boost employee morale. . While these vary from company to company, there are five typical areas where VoC programs face challenges along the way: Culture: Companies that are not customer-centric, or don’t put the customer first, are often reluctant to invest in VoC programs. First things first, though.

Feedback 221

Feedback Metrics ROI Customer Journey Mapping 221

SmartKarrot

DECEMBER 9, 2020

As a Director of Customer Success Management, you will promote a culture focused on industry excellence and superior service. Monitor and report to leadership on key Customer Success Management metrics; continuously assess and proactively drive efforts to enhance performance and ensure excellent customer satisfaction scores.

Customer Success 10

Customer Success Return on Investment ROI Leadership 10

SmartKarrot

OCTOBER 21, 2020

Apply here: [link] Role: VP, Customer Experience Location: Remote, Canada Organization: Vanilla Forums As a VP of Customer Experience, you will help customers realize maximum value from the solution and see positive ROI. Develop a culture of excellence and white-glove service within the success and support teams.

Customer Success 10

Customer Success Roadmap ROI Touchpoint 10

SmartKarrot

NOVEMBER 19, 2020

Role: Customer Success Director, North America Location: Newton, MA, US Organization: CyberArk As a Customer Success Director, you will be responsible to accelerate time to value and drive higher product adoption by aligning customer goals to education, adoption roadmaps, and regular engagement with the customer.

Customer Success 10

Customer Success Consulting Roadmap Government 10

ChurnZero

AUGUST 23, 2019

What types of metrics should this role be responsible for. What other goals or metrics do you recommend for CS Ops? You don’t want to tie them to metrics that sometimes are impacted by a really wide variety of uncontrollable environments and scenarios such as NPS. How can systems and tools empower your customer teams.

NPS 40

NPS Customer Success Sales Metrics 40

ChurnZero

FEBRUARY 29, 2024

Here’s what attendees wanted to know more about: 1: Do you have any tips for building a more unified culture between CS and support, especially if they don’t roll up to the same leader? Remember that culture and alignment are living, breathing things. Jaclyn: I like the idea of starting it through a Slack thread.

Insights 52

Insights Customer Success Webinar Culture 52

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps.

2019 97

2019 ROI Metrics Hospitality 97

SmartKarrot

MAY 11, 2022

Director of Customer Success, you will own your team’s metrics and create strategies to exceed them, focused on expansion, churn mitigation, success planning, and customer satisfaction. Help communicate customers’ needs to the Product team and help shape our product roadmap.

Customer Success 19

Customer Success Roadmap Customer Satisfaction Government 19

NetBase

OCTOBER 7, 2019

Methods for benchmarking and meaningfully communicating the ROI of online activities. FleishmanHillard sharing four concrete ways to ditch vanity metrics in favor of more reliable, informative, and impactful measurements that will help drive strategic value to your organization. A Roadmap to Meaningful Content.

Events 8

Events ROI Presentation Insights 8

Chattermill

JUNE 25, 2019

CX Isn’t Part of the Company Culture. Company culture influences and projects onto everything a company does. A customer-obsessed culture creates the conditions where employees strive to design and invent to create delight for the customer. Creating a customer-centric culture comes from within.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

SmartKarrot

JUNE 7, 2022

Create a culture of customer success that ensures retention and growth are company-wide initiatives. Work with customers to quantify business value and ROI, solidifying the organizational value of Snowplow and helping the key stakeholders to communicate value. Evangelize and drive the long-term strategy for the customer success team.

Customer Success 3

Customer Success Roadmap Customers ROI 3

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts.

Social Media 78

Social Media Advertising Events Insights 78

CX University

OCTOBER 19, 2017

When we talk about improving Customer Experience, we focus on strategy, culture, and nit-pick the journey, but we need to shift our thinking and begin from a different place. Culture refers to the basics of how people work together to make decisions and how quality is maintained. More on that later in the article.).

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

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. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Own Key Metrics. How should they work?

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

SmartKarrot

JANUARY 5, 2022

Gather market feedback and collaborate with product and analytic teams to help shape future enhancements and product roadmap. Manage metrics, performance criteria, policies, and procedures to drive a culture of accountability and continuously improving the customer experience. Increase the ROI customers get from Veeva CRM.

Customer Success 2

Customer Success Roadmap Call Center ROI 2