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?

Social Media 52

Social Media 2023 Roadmap E-support 52

West Monroe

JUNE 1, 2023

Enabling high growth and retention Since the cost of retaining and expanding sales with existing customers is just a fraction of bringing new customers on board, retention is key to profitability. 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

ChurnZero

FEBRUARY 26, 2021

But to create a stronger working relationship with Product , Sana recommends using a thematic approach to collect customer feedback that prioritizes broader customer pain points instead of one-off stories. Take the initiative to align on your product roadmap. Sales is driven by the latter, but Product is driven by the former.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. A CS ops professional or leader should be included in strategy discussions regarding a customer success strategy with both CS and business leaders. Lastly, their communication skills must be prominently present by leading cross-functional alignment.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

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. Map your user journey toward designated outcomes based on stage, objective, and role.” Durable growth requires collaborative efforts from Product and CS.

2022 52

2022 Customer Journey Customer Success Roadmap 52

Gainsight

OCTOBER 27, 2022

Take some time off from back-to-back Zoom meetings and join us live on the rooftop of Tobacco Dock to make meaningful connections with peers in Customer Success (CS), Product, and Community. This session and Q&A will cover a framework for customer success hiring in a highly competitive talent landscape. Customer-Led Growth .

Customer Success 52

Customer Success Roadmap Measurement ROI 52

CSM Magazine

APRIL 24, 2020

Here you will get a stepwise presentation of tips for effective writing. The plan helps an organization to run its business by describing how employees ought to interact with customers. As you write your CRM plan for a specific company, you have to understand that the goals of the firm have to match the customer needs.

Customer Relationship Management 52

Customer Relationship Management Customer Relationships Roadmap Presentation 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

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

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

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

OpinionLab

MARCH 12, 2015

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. It would be a full-time job to sift through all the feedback to find the valuable insights. Final Thoughts.

Voice of Customer 68

Voice of Customer Multi-Channel Feedback Hotels 68

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

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. But the answer to the same is right in front of you- your customers.

Social Media 51

Social Media Metrics Customers Presentation 51

Kustomer

MAY 12, 2022

What they really need is someone to be more helpful and more insightful and to deliver what the customer actually needs rather than what they think they want.” As her playbook has developed, it has become a repertoire of customer service secrets that she uses to develop her team and her company’s customer experience.

Customer Service 96

Customer Service Definition Customers Airlines 96

CustomerSuccessBox

OCTOBER 31, 2021

Having a chance to be in front of, and learn from, our Executive Sponsor around what they care about and are looking to accomplish, we can be better internally at prioritizing what matters to our customer base. Don’t prepare a presentation talking about how great you did at putting out fires and fixing bugs.

Roadmap 52

Roadmap Customer Success Leadership Presentation 52

ChurnZero

DECEMBER 20, 2019

When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation. My prediction for 2020 is an increased focus on serving the “just okay”, Passive customers (which are often the largest chunk of the customer base!) and how to take them from murky to magic. . .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

AUGUST 3, 2020

Customer advisory board definition also includes gathering the champions for your brand to validate the product ideas. The role of advisory board is to help you guide the product roadmap and provide you with the marketing message that would work just right for you. Members from this board are your most loyal customers.

Loyalty 10

Loyalty Brands Roadmap Feedback 10

SmartKarrot

FEBRUARY 23, 2021

Provide quantitative/qualitative analysis to inform team decision-making and product roadmap. Become the trusted customer advisor and be the customer advocate within Workato. Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow the customer base.

Customer Success 10

Customer Success Demo Roadmap Sales 10

Gainsight

APRIL 2, 2021

Much like Customer Success five years ago, we’re still figuring out how to define excellence. I’m fascinated by the tactics, the priorities, and the structures, and I know how valuable those insights are to other folks also building CS Ops teams. Her role is directly involved with leadership and customer success.

Roadmap 52

Roadmap Leadership Customer Success Sales 52

Kustomer

OCTOBER 8, 2020

What they really need is someone to be more helpful and more insightful and to deliver what the customer actually needs rather than what they think they want.” As her playbook has developed, it has become a repertoire of customer service secrets that she uses to develop her team and her company’s customer experience.

Definition 52

Definition Customers Airlines Customer Service 52

SmartKarrot

JANUARY 21, 2021

SaaS product management is necessary to offer better solutions to customers based on their needs. A strong plan including goals, objectives and more needs to be created to be presented to key stakeholders. Creating a roadmap to maintain product. The strategy is a roadmap that involves-. Screengrab from Google.

Management 11

Management Roadmap Metrics B2B 11

Thematic

MARCH 22, 2022

This type of market research doesn’t have to cost a lot, and you’ll still be able to collect important information on customer needs that can help you create a great product. A crowdfunding campaign is another effective way of determining whether your customer base cares about your product enough to pay for it.

Roadmap 62

Roadmap Feedback Insights Customers 62

Retently

AUGUST 23, 2023

If your clients and customers have used a variety of competing products and services, they can often tap into their experience to tell you where your offering excels, where it’s lacking and how it can best improve to outperform the competition. It’s like having a roadmap to your growth strategy.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

SmartKarrot

OCTOBER 21, 2020

Companies can make the most out of their marketing when they know those jobs that customers want. Understanding JTBD meaning allows you to gain new market insights, create better products, and growth strategies for your business. Being proactively engaged with the customers is the key to customer retention.

Customer Success 10

Customer Success Innovation Competitive Advantage Customer Centricity 10

SmartKarrot

FEBRUARY 7, 2022

SK 360-degree customer view helps uncover trends and insights to effortlessly consolidate and accumulate customer information from multiple sources and records. Thus, it facilitates better customer conversations. It even aids in creating collaborative Success Plans that can be synced with your customer-facing teams.

Customer Success 10

Customer Success Customer Journey Touchpoint Management 10

Gainsight

FEBRUARY 4, 2021

If you want to dive in more on why Dave thinks NDR is the new metric, see his SaaStr presentation here. Customer Success 2.0 = Net Dollar Retention. In parallel, the Customer Success space has significantly evolved since its early days. Product roadmap to align to client needs. Turning Insights into Action.

2021 72

2021 Metrics Customer Success Sports 72

ChurnZero

SEPTEMBER 25, 2020

Since Customer Success teams’ daily work revolves around customers and their ever-evolving needs, formalizing the feedback process helps bring order and balance to the constant stream of incoming demands and requests. As a business, you can’t ignore revenue, but you also don’t want to discount customers based solely on size.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

SurveySparrow

NOVEMBER 25, 2022

While resolving customer queries, this ticketing software lets you and your team collect actionable insights to become more efficient. All in all, it’s a ticketing system loaded with quality features to support your online customer base, and worth trying. #4 Customer Service Roadmap. Signup for Free.

2023 52

2023 Multi-Channel Roadmap Customer Journey Mapping 52

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. In-product customer surveys are an effective way to get insights into customer opinions and sentiment about a product.

E-support 52

E-support NPS Roadmap Engagement 52

ChurnZero

JUNE 15, 2023

With usage data, you can stay one step ahead and get an inside look into your customers’ preferences and potential areas of improvement. You can use this insight to make decisions grounded in data rather than anecdotes and best guesses. Usage data gives companies insight into customer behavior, preferences, and needs.

Events 96

Events Customer Success Insights Roadmap 96

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

Education Services Group

MAY 27, 2022

Is it available in your Customer Success tool? If not, why not, and what insight are you missing by not being presented a clear and concise view of your current coverage of CSMs? The model above is a metrics matrix for your customer base that looks at four variables: segmentation, ARR, CSM coverage status, and customer health.

Customer Success 52

Customer Success Metrics Document Customers 52

CustomerSuccessBox

JUNE 8, 2021

The Director of Customer Success acts as orchestrator and owner of the operational strategy and plan for the business. In the role of the leader, He/She delivers critical business insights and performance requirements to drive immediate, medium, and long-term business decisions and process improvements. Orchestration of various tools.

Customer Success 52

Customer Success Metrics Roadmap Leadership 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. Mobile wallets present an interesting opportunity to identify customers without friction.

2024 59

2024 Loyalty Marketing Loyalty Programs 59

Education Services Group

DECEMBER 13, 2021

So, keeping the partner CSMs engaged and providing insights and updates regarding their customers is critical. For example, once I’ve developed a line of communication with a customer, I try to maintain their interest and keep the energy going to build a better rapport. Also, it’s okay to tell a customer “no” sometimes.

Customer Success 52

Customer Success Wireless Books Technology 52