ChurnZero

JULY 2, 2020

I’ll broadly say that I think the idea of tying employee compensation to some degree of customer centricity is important. If a metric feels beyond their grasp and like something they can’t directly influence, then people become less and less invested in trying to do something about it. That can be the tricky part.

Customer Centricity 98

Customer Centricity Chief Customer Officer Webinar Sports 98

ChurnZero

JANUARY 10, 2020

Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

ClearAction

JANUARY 12, 2022

New key performance indicators (KPIs) are needed to assess: Ease-of-Doing-Business from the viewpoint of customers and suppliers. As your roadmap and indices for customer-centered management capability, let’s review the alternative angles on Ease-of-Doing-Business and Ease-of-Work provided by this article series: Ease of Doing Business.

Government 62

Government 2019 Net Promoter Score Customer Centricity 62

Gainsight

JUNE 11, 2021

The themes today centered around Human-First Customer Success and Transforming Customer Centricity. Human-First Customer Success. The Key to Customer Success: Leadership with Jay Nathan, Chief Customer Officer at Higher Logic and Co-founder of Gain Grow Retain at Higher Logic.

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

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., Slack, email, newsletters) with product and customers/customer-facing teams.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

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. Growth through customer-centered management is a balancing act between the short-term and long-term.

Management 69

Management Customer Experience Management Books Financial 69

Gainsight

OCTOBER 27, 2022

Join Gainsight’s Product Leadership for an inside look at the new features and capabilities that will disrupt the market and enable you to build a more unstoppable business with customer-led and product-led growth at the center. . ” triggers a mix of mystery and anxiety, this is the session for you. . Customer-Led Growth .

Customer Success 52

Customer Success Roadmap Measurement ROI 52

SmartKarrot

JANUARY 21, 2022

Build sustainable and scalable customer success systems to support both our high growth and enterprise customer base. Help set and track towards company-wide expansion, retention, and churn metrics. Work closely with product leadership to help deliver roadmap feature requests across the entire customer base.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

SmartKarrot

JUNE 30, 2022

Facilitate communication of new features or product improvement requests between customers and the meQuilibrium Product Management team. Represent the voice of the customer to inform the sales process and product roadmap. Plan and execute strategies to drive new revenue opportunities within the existing customer base.

Customer Success 19

Customer Success Roadmap Metrics ROI 19

SmartKarrot

NOVEMBER 7, 2022

Role: Head of Customer Success Operations Location: Remote, United States Organization : Quickbase As a Head of Customer Success Operations, you will collaborate with the VP, GTM Ops and Enablement as well as FP&A and executive leadership in the creation of the Annual Operating Plan (AOP). Apply here: [link].

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

JANUARY 11, 2022

Build and lead the world-class Customer Success team by developing and refining processes and procedures to meet/exceed defined KPIs and metrics of success. Increase renewal rates and reduce churn revenue growth and support new business growth through greater customer advocacy and reference-ability.

Customer Success 19

Customer Success Roadmap Metrics Government 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. 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

DECEMBER 1, 2022

Role: Head of Customer Success Location: Remote, United States Organization: GoodTime.io As a Head of Customer Success, you will set the vision and develop strategic goals for the department, based on a substantial understanding of modern creative workflows, working with leadership to set and track department goals and metrics.

Customer Success 19

Customer Success Events Roadmap Document 19

SmartKarrot

MARCH 7, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

APRIL 7, 2022

As a Director of Customer Success, you will hire, grow and develop a regional customer success group. Define operational metrics for the group, and measure the Effectiveness of Customer Success. Represent Coursera as an executive sponsor and build relationships with key customers. Role: Customer Success Manager.

Customer Success 19

Customer Success Roadmap Document NPS 19

ChurnZero

DECEMBER 20, 2019

Vanessa Hannay , Director of Customer Success, Muck Rack . C S starts with investing in leadership defined as such to embed the success mentality into the cultural fabric of the company. Making customers happy is no longer good enough. . . James Scott , VP of Customer Success, ShootProof .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

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

ClientSuccess

MARCH 8, 2018

Many times the conversation between product and customer success teams begins like this: how engaged are our users or are they using our software? But be aware that although this data is a important, it’s not always the holy grail of metrics. There are many other factors or KPIs that help build a clear picture of customer health.

Customer Success 40

Customer Success Roadmap Feedback Customer Confidence 40

SmartKarrot

JANUARY 21, 2021

SaaS product management is necessary to offer better solutions to customers based on their needs. Creating a roadmap to maintain product. With the plan in place, the next step is to create a roadmap to maintain product plan. The strategy is a roadmap that involves-. Tracking for metrics.

Management 11

Management Roadmap Metrics B2B 11

SmartKarrot

JUNE 9, 2021

Lead the overall strategy on training for the customers to drive usage, adoption, and business value. Define and track critical customer success metrics and KPI’s then use this data to improve process and drive decision-making for the business.

Customer Success 10

Customer Success Roadmap Customers Customer Journey 10

Gainsight

APRIL 2, 2021

More broadly, Customer First operations also include support, professional services, and everything post-sales that dives into the current customer base. Her role is directly involved with leadership and customer success. Her role is directly involved with leadership and customer success.

Roadmap 52

Roadmap Leadership Customer Success Sales 52

Gainsight

SEPTEMBER 8, 2021

Organizations create dedicated roles to continuously improve CS functions to improve NRR or reduce costs by scaling up your customer base with the same CS headcount. That team of your in-house, expert thought partners is called Customer Success Operations. of customers who expand. CS leadership time spent on reporting.

Marketing 105

Marketing ROI Leadership Customer Success 105

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

SmartKarrot

FEBRUARY 4, 2021

Role: Director of Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 10

Customer Success Consulting Roadmap ROI 10

SmartKarrot

OCTOBER 23, 2020

Also, align with finance and the management team on key metrics and objectives. Apply here: [link] Role: Customer Success Manager Location: Austin, Texas Metropolitan Area, US Organization: ScienceLogic As a Customer Success Manager, you will manage the customer lifecycle for an assigned number of accounts.

Customer Success 10

Customer Success Roadmap Customer Satisfaction Books 10

SmartKarrot

OCTOBER 29, 2021

Customer success careers have become the buzzwords in the business environment. The hot topic that is running around in the SaaS industry is the need for customer success to have a seat and a voice at the leadership table. As we write, customer success is considered part of executive discussions all too rarely.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

West Monroe

SEPTEMBER 15, 2022

It also provides a roadmap to employees—both in leadership ranks and those further down the ladder––for how to integrate the new business into an existing platform. Featured Content. 4 ways to drive private equity value creation across portfolios. Product Development Strategy.

E Commerce 52

E Commerce Culture Roadmap 2022 52

Gainsight

NOVEMBER 15, 2021

Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics. Gross Revenue Retention (GRR), for example, only measures the customers who renewed their existing purchase.

Metrics 52

Metrics Measurement Customer Success Roadmap 52

Education Services Group

MAY 27, 2022

Whether you’re a Customer Success leader who just came onboard with a new company or have been in the same leadership role for a few decades—do this exercise. Customer Success Maturity Assessments. The Metrics Matrix. A couple weeks back, I introduced the VoC Metrics Matrix. Make it robust or keep it simple.

Customer Success 52

Customer Success Metrics Document Customers 52

ClientSuccess

NOVEMBER 16, 2017

In the case of this customer, they simply weren’t having it. If a customer steps up and respectfully shows you certain shortcomings, your entire customer base will benefit from it in the long run. This is a great way to share your unique perspective and thought-leadership. Thank them. Feedback is a gift.

Leadership 47

Leadership Customer Success Roadmap 2016 47

CustomerSuccessBox

JUNE 8, 2021

Interact with existing customers to identify pain points, prioritize business opportunities, and productize solutions to ensure customer success. Effectively communicate customer learnings to the sales and product team to help direct the roadmap of the company. Clarify ownership for each part of the customer journey.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

OCTOBER 7, 2019

Adoption across our customer base this year has been monumental—we’ve increased expansion bookings by 100% from last year. Unity technologies, ADP, and Slack are just some of our new Gainsight customers. There’s finally a solution for company wide customer-centricity: The Customer Cloud.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

Amity

JANUARY 30, 2018

Partner with the customer’s senior leadership to communicate your organization’s value. Communicate your product roadmap regularly. If you’re already into Customer Success, you know that it’s 50% easier to sell to existing customers compared to new prospects. Identify win-win situations.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

SuiteCX

JANUARY 19, 2015

Senior management leadership involvement is imperaDve • You need full buy-­‐in from all global and regional leadership regarding the scope of both Dme and financial investment; there needs to be significant socializaDon and visibility by execuDve leadership. Opinion of the brand was declining. Renewal rates were declining.

Customer Journey Mapping 40

Customer Journey Mapping Customer Journey Insights 2014 40

SmartKarrot

JUNE 25, 2021

Customer development is important. No business can survive in the long run without a loyal customer base for its services or products. SaaS leaders need to believe and keep the product in mind to guide customers properly. You have heard of the phrase- the customer always comes first. The customer is right.

Books 10

Books Roadmap Customers Metrics 10

Alida

NOVEMBER 8, 2017

In our Q&A below, Kelly discusses how companies can build common goals to achieve customer centricity, when she realized that passion and empathy were equally important for leadership and how business leader Jack Welch inspires her. Why is it important to have customers at the heart of decision-making at a strategic level?

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50