ViiBE Blog

OCTOBER 28, 2021

Digital aspects have taken a significant role in marketing and it is essential for a company to understand its customers better in order to provide them with the best possible experience. Together, these elements will enhance customers’ experiences while interacting with the brand or product. What is digital CX? Read now 2.

Social Media 52

Social Media 2023 Roadmap E-support 52

Gainsight

MAY 13, 2020

Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base. Reducing silos to create the ultimate customer experience. Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn.

Roadmap 59

Roadmap ROI NPS Customer Success 59

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

SurveySparrow

JUNE 20, 2023

What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way. That’s precisely what a Customer Experience Dashboard is. Excited to know what a CX Dashboard gives?

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

Gainsight

AUGUST 26, 2022

In their presentation, they explained that in order to build a company that can withstand the changes in the market, Product and Customer Success teams need to work together. He said that his product team builds a number of features every quarter that come “directly from customer feedback.”

2022 52

2022 Customer Journey Customer Success Roadmap 52

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. You leave the restaurant with a big grin on your face.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

West Monroe

JUNE 1, 2023

Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies. They had extensive data about their customer base and usage but weren’t leveraging it to investigate the cause of high turnover.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

delighted

DECEMBER 10, 2019

Understanding how ROX works and the importance of mapping enhanced customer experience to your business’ operating objectives can help you present a strong case for why measuring, managing, and acting on customer insights benefit your brand in some surprising ways. Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Metrics 40

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

OpinionLab

MARCH 12, 2015

There is no better metric for improving your customer experience than actual customer feedback. But if your approach is to merely review what people are saying on your site, you’ll most likely fall into one of the following mindsets: We don’t get enough feedback on the site to be representative of our customer base.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

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

SmartKarrot

AUGUST 27, 2021

Own the post-sale customer experience, annual contract renewals, accounts receivable, and Net Revenue Retention focused on account expansion across the global enterprise customer base. Develop executive-level relationships with key customers.

Customer Success 19

Customer Success Roadmap Sales Customers 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

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

SmartKarrot

APRIL 14, 2022

Deliver advanced technology services that create maximum value for all customers across the portfolio. Continually communicate platform improvements to the Chief Technology Officer to enhance the customer experience and adoption of the platforms across the customer base. testimonials, case studies).

Customer Success 19

Customer Success Roadmap Customers Technology 19

SmartKarrot

JANUARY 27, 2022

Provide mentorship and coaching to junior members of the customer success team. Provide feedback to the product, sales, marketing, and executive team to ensure the client voice is present. Evangelize new product features & provide customer feedback to Hummingbird’s Product team. Apply here: [link].

Customer Success 19

Customer Success Roadmap Customers Feedback 19

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. 8 Feedback.

Social Media 51

Social Media Metrics Customers Presentation 51

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

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

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].

Customer Success 10

Customer Success Roadmap Leadership Customers 10

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. Irene Griffin: (04:29).

Customer Service 96

Customer Service Definition Customers Airlines 96

SmartKarrot

AUGUST 3, 2020

Launching a product could be a daunting task if you are not aware of the users’ feedback. This is where a customer advisory board (CAB) comes into picture. It is a group of your devoted customers whom you can invite for a meeting, or a series of meetings, to provide you with the feedback on your product. Candid Feedback.

Loyalty 10

Loyalty Brands Roadmap Feedback 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

MAY 10, 2021

Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond. Work with customers to quantify business value and ROI, solidifying the value of the platform to the organization. Influence long-term strategic direction and serve as a business partner.

Customer Success 10

Customer Success Roadmap ROI Workshop 10

SmartKarrot

FEBRUARY 23, 2021

Apply here: [link] Role: Vice President of Customer Success Location: Hunt Valley, MD, US Organization: Systems Alliance, Inc. As a Vice President of Customer Success, you will embody SAI’s customer-driven culture, using customer feedback and potential outcomes to guide all decisions. Apply here: [link].

Customer Success 10

Customer Success Demo Roadmap Sales 10

ChurnZero

DECEMBER 20, 2019

Is it retention, expansion, advocacy, product feedback, or service delivery? When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation. Mikael Blaisdell , Executive Director, The Customer Success Association . CSMs will also need to clarify their purpose.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Thematic

MARCH 22, 2022

Have these users explore your UI, complete with a simulated backend, and then get feedback on the user experience. Do prospective users or potential customers want what you’re offering enough that they’ll sign up, pay for it, or jump through whatever hoops are required? Is it intuitive, manageable, and user friendly?

Roadmap 62

Roadmap Feedback Insights Customers 62

Retently

AUGUST 23, 2023

Unlike most B2C interactions, B2B relationships are not quick transactions – they’re partnerships built over time based on mutual trust, shared goals and benefits. As a result, B2B clients often feel a responsibility to provide feedback since it means optimizing their partnership and business operations.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

SmartKarrot

OCTOBER 23, 2020

Role: Director, Customer Success Location: Boston, MA, US Organization: Carbonite In this role, you will be responsible for driving strategy and success across the Americas Customer Success team. The post Oct 23 – Customer Success Jobs appeared first on SmartKarrot l Comprehensive Customer Success. Apply here: [link].

Customer Success 10

Customer Success Roadmap Customer Satisfaction Books 10

SmartKarrot

JANUARY 21, 2021

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

Management 11

Management Roadmap Metrics B2B 11

SmartKarrot

OCTOBER 21, 2020

Being proactively engaged with the customers is the key to customer retention. While engaging, you have to have a deeper understanding of your customer needs. Presenting your product features is important. But until you correlate them to the specific jobs that customers want to be done, your customer engagement is loose.

Customer Success 10

Customer Success Innovation Competitive Advantage Customer Centricity 10

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. Irene Griffin: (04:29).

Definition 52

Definition Customers Airlines Customer Service 52

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. In this article, I’ll discuss how to create a strong feedback culture to realize Customer Success and Product alignment.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

SmartKarrot

FEBRUARY 7, 2022

Customer success managers can leverage the robust rules engine present in SmartKarrot software to automatically trigger alerts to CSMs so that they can swiftly address churn risks or expansion opportunities. CSMs also can use best-practice Playbooks to provide the much-needed consistency across the entire customer base.

Customer Success 10

Customer Success Customer Journey Touchpoint Management 10

ChurnZero

MARCH 22, 2023

Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates. Both the customer experience and cost control are key parts of a solid success program.

Customer Success 97

Customer Success Touchpoint Financial Customer Journey 97

SmartKarrot

OCTOBER 29, 2021

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. Retention: Under this stage, you are trying hard to retain the customer by providing various discounts and schemes.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

SmartKarrot

APRIL 17, 2020

Apply here: [link] Role: Manager, Customer Success (UK) Location: London, United Kingdom Organization: Slack As a Manager, Customer success crucial part of this role is meeting and engaging with their customers and establishing relationships with key executives within their customer base.

Customer Success 8

Customer Success Consulting Books Customers 8