SurveySparrow

DECEMBER 14, 2020

In simple words, it’s what customers think of how you treat them. Customer experience management (CXM) is, by extension, how you manage your customer journey when they interact with your brand. It involves knowing your customers’ needs deeply and designing a customer experience strategy to fit those needs.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

SmartKarrot

APRIL 26, 2022

Apply here: [link] Role: Director of Customer Success Location: Remote, United States Organization: Apollo GraphQL As a Director of Customer Success, you will lead and scale a world-class Customer Success organization. Represent GWS and socialize the services, capabilities, and emerging technologies to the Business.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

CSM Practice

OCTOBER 10, 2018

By Andreas Knoefel, Customer Success and Services Executive, Thought Leader, and Author. As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. Relationship: Your customer engagement model. From Puzzle Pieces to the Picture .

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Relationship: Your customer engagement model.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

As Customer Success leaders we are constantly challenged to preserve the customer base and to increase the recurring revenue stream. I answered this call as the builder and leader of Customer Success for Apple , NextLabs and several startups. Relationship: Your customer engagement model.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

SurveySensum

JULY 11, 2023

Here’s how you can do it – Collect relevant customer data to understand their preferences and needs. Segment your customer base based on common characteristics or behaviors. Use customer persona to deliver personalized recommendations and offers.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

ChurnZero

DECEMBER 20, 2019

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. . . Companies apply the golden rule of business to customers and employees. . High-value outcomes with real ROIs will reign supreme. .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

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

JULY 20, 2022

Customer success is when your customers choose your product and company because they are happy and see ROI appropriately. This revenue was once the responsibility of customer service or account executives. However, customers now want more personalized products and services. Like what you are reading? Bottom Line.

Customer Success 10

Customer Success Roadmap B2B Customer Journey 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

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

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

inSided

OCTOBER 1, 2022

When Cognite faced these challenges, they decided that building a Customer Community would solve these problems by creating a unified customer digital experience. How do you unify your customer journey and tech stack to create a frictionless digital experience for your customers? Here’s how they did it.

Document 52

Document Customer Journey Customer Success Events 52

SurveySensum

SEPTEMBER 11, 2023

A low CAC relative to customer lifetime value indicates efficient customer acquisition. Conversion Rate: Conversion rate metrics evaluate the effectiveness of your sales and marketing efforts at different stages of the customer journey. It provides insights into the growth potential of your customer base.

Metrics 52

Metrics 2023 Net Promoter Score Measurement 52

Currency Alliance

DECEMBER 4, 2023

To consider a loyalty topic to be a ‘trend’, it needs to be on the roadmap during 2024 for at least 25% of leading loyalty programs and on the radar for at least 50% of companies. If you can integrate customer-facing systems with your loyalty platform, your dynamic pricing can fluctuate with far greater precision in order to optimize ROI.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Increased needs of ROI for the customers.

Customer Success 59

Customer Success Roadmap ROI Sports 59

Chattermill

JUNE 25, 2019

Integrating all data sources into one platform gives brands a holistic view of the customer journey. To unlock insights on the customer, leading brands invest in powerful analytical capabilities harnessing AI and Machine Learning to understand customer feedback at scale. Review Customer Data by Cohort.

Customer Experience 45

Customer Experience Customer Centricity ROI NPS 45

CustomerSuccessBox

JUNE 8, 2021

Responsibilities of a Director of Customer Success. Optimize Customer Journey and Drive Value. Design and implement best practices for delivering predictable customer success outcomes and thereby being instrumental in building long-term strategic relationships with customers. Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

Education Services Group

MAY 27, 2022

Side benefit: this model can serve as a foundation to feed into a future capacity plan or ROI model…actually, that should be the point of this model. The model above is a metrics matrix for your customer base that looks at four variables: segmentation, ARR, CSM coverage status, and customer health. Ask them again.

Customer Success 52

Customer Success Metrics Document Customers 52

Currency Alliance

FEBRUARY 26, 2019

Customer data: maximize ROI. Partners: optimize the mix to appeal to a broader array of customers. Emotional loyalty: add incentives along many touchpoints in customer journeys. As you prepare for change, simplify everything as much as possible – for the benefit of your team members and your customers.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

Thematic

MARCH 27, 2023

Firstly, it’s important to consider feedback sources beyond surveys alone to listen to a broader customer base, gain greater context and improve the quality of your insights. Strategy and a customer centric mindset are required to reap the fruits of your labour. Survey data alone only tells you so much.

Customer Centricity 71

Customer Centricity Feedback Social Media Roadmap 71