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. Customers answer on a scale from 0 to 10.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Gainsight

OCTOBER 27, 2022

We’ll dig into building out your roadmap and major milestones for the first year including identifying the need, getting buy-in, building and launching, and measuring success. 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

Retently

MARCH 5, 2024

It’s not just about the content of these emails but how they reflect your commitment to outstanding customer service, showing that you prioritize excellence in every interaction. Crafting responses that take into account the voice of the customer requires a thoughtful approach.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

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

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

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.

Customer Success 10

Customer Success Roadmap Leadership Customers 10

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

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

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. Represent the voice of the customer to provide input into every core product, marketing and sales process. Escalate effectively with internal teams.

Customer Success 10

Customer Success Demo Roadmap Sales 10

ChurnZero

DECEMBER 20, 2019

They use a scale of 0 to 100 to grade health and ideally you want customers to rank with a positive score (green/low risk/healthy) and not a negative one (red/high risk/unhealthy). When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation.

2020 80

2020 Customer Success Chief Customer Officer ROI 80

SmartKarrot

FEBRUARY 7, 2022

It is responsible for managing the operations that relate to customer success. 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.

Customer Success 10

Customer Success Customer Journey Touchpoint Management 10

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

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. Alternatively, they can also create customer advocates who speaks for the product.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

CustomerSuccessBox

AUGUST 27, 2021

Many startups in their early stages believe that customer success isn’t for them. While the startup is still exploring its potential and discovering in what way it can best present its product, the scaleup has already found that sweet spot. How to execute customer success practice into your SaaS? Let me tell you why-.

Customer Success 52

Customer Success Effort Score Reference NPS 52

Pointillist

SEPTEMBER 26, 2018

A lot of CX professionals will admit to measuring customer experience but taking no concrete action from the data collected. Net Promoter Score ® (NPS ® ), in particular, has gained a lot of prominence in the last decade. There are a number of ways in which you can utilize customer experience metrics for product development.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

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

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

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

Amity

OCTOBER 31, 2016

We know that to have hockey stick growth, we need to start with Customer Success. When I came on board, we had a very large customer base split up between a team of three. Today, we have 1,400 customers split between a team of 12, but that still poses challenges. The challenge from day 1 was scale.

Customer Success 0

Customer Success Customers Definition Metrics 0

GetFeedback

JULY 29, 2019

Net Promoter Score (NPS) is an excellent example of a closed question which many companies use to gauge customer sentiment. NPS is just one example of a rating question with a free form text follow-up. If you have your data inside a CRM tool, you can split the data by any metadata you collect on your customers.

Feedback 150

Feedback Net Promoter Score Roadmap NPS 150

Amity

JUNE 12, 2017

Customer Health Score (CHS) measures the health of the customer-vendor relationship and aims to predict its direction: will it churn, renew, or expand? CHS is only useful if it is defined within an effective segmentation of customers. · Stage: On-Boarding versus On-Going, etc.

Automotive 54

Automotive Retail Customer Success Customers 54