SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

Customer Success 19

Customer Success Document Customers Touchpoint 19

SurveySensum

JULY 15, 2022

Best used by the automotive, insurance, and BFSI industry, SurveySensum meets all the business requirements you have around customer feedback better than most of the Google Form alternatives. It helps you create NPS, CES, CSAT, market research , and all kinds of surveys and forms quickly. Excellent customer support. Wrapping up.

2022 52

2022 E-support Automotive NPS 52

Gainsight

SEPTEMBER 8, 2020

Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience. Another pressing problem plaguing customer success? So how can we build a team with comprehensive knowledge and insights?

Webinar 52

Webinar Customer Success Customer Journey Events 52

Help Scout

MAY 12, 2021

You could do the same analysis for people who are NPS promoters: Have they contacted customer service more frequently than your detractors? Review “lost customer” feedback. When a customer fails to renew their business, ask them why. Customer service can often detect the earliest signs of potential customer churn.

Customer Retention 115

Customer Retention Measurement Customers Customer Service 115

Chattermill

SEPTEMBER 11, 2019

Netflix is obsessive in its pursuit of customer satisfaction. It’s well documented how Netflix helps viewers whittle down those choices through personalization of the website. Netflix has developed cutting edge algorithms to serve up custom artwork for its thumbnails to entice viewers to watch content.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

delighted

MARCH 9, 2021

AQ : Is there anything that the customer service rep could have done to have made your experience better? AQ : Did you find the Help Center documentation useful in resolving your issue? Monitor and respond to customers on social media and review sites. Review existing resources regularly – Do they need to be updated?

Customer Service Strategies 59

Customer Service Strategies Customer Service Social Media Net Promoter Score 59

SmartKarrot

FEBRUARY 15, 2022

Create a high-level overview of the customer journey, determine pain points, prioritize ongoing activities and coordinate across all Ardoq departments. Structure end-to-end customer NPS and CSAT programs. Design customer communications and feedback processes. Develop the customer expansion playbooks across Ardoq.

Customer Success 19

Customer Success Customers ROI Document 19

Amity

DECEMBER 9, 2016

“It provides rich fodder for ServiceRocket to create content around real problems customers are facing that are barriers to doing their jobs—and it feels great to turn one support ticket response into a scalable self-service resource that will help many." " Stockpile testimonials and NPS ratings. Winning Headline.

Customer Success 109

Customer Success Marketing E-support Social Media 109

CustomerSuccessBox

NOVEMBER 2, 2021

The CS tool should provide integrations to different business function platforms like CRM, support, billing, email, engagement, NPS, etc. See, there are various stages in a customer journey. The day your customer signs up with you is the day you start thinking about preventing their churn.

Customer Retention 52

Customer Retention Customers Customer Success 2014 52

Lumoa

MARCH 24, 2022

Benchmarking, in the general sense, is the process of documenting a company’s performance during any given period with the goal of comparing it to another period, often in the future. As you may have deduced already, the survey response rate benchmarking process consists of documenting the performance of your CEM system.

CEM 83

CEM Net Promoter Score Document NPS 83

ChurnZero

MAY 20, 2021

For Customer Success teams, the data they need (in order of importance) includes CRM data (basic account details, closed-won opportunity details), product usage data (login history, time-in app), engagements (responsiveness, product feedback), support history (ticket volume, open bug duration), and payment history (unpaid invoices).

Customer Success 90

Customer Success Touchpoint Chief Customer Officer Customers 90

InteractionMetrics

JUNE 19, 2020

Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.” And Deborah Campbell, VP of insights at Verizon, adds, “It’s not about chasing the number (NPS), it’s about understanding what our customers want and need from us.”.

Net Promoter Score 52

Net Promoter Score Reference Magazine Insights 52

SmartKarrot

APRIL 28, 2021

Oversee process for contract and document execution. Partner with Marketing, Customer Care, Sales, and Product Management to create a great customer experience in all stages of the lifecycle and drive positive NPS, retention, and account growth. based on learnings from successful customers.

Customer Success 10

Customer Success Document Webinar Customer Retention 10

SmartKarrot

JULY 19, 2021

Track, analyze, and report performance data (GSAT, NPS, SLAs, etc.) and customer insights. Capture and document the developer journey, working cross-functionally to launch product demos, community tutorials and content marketing. Advance capabilities of our CRM platform and expand dormant capabilities for maximum usage.

Customer Success 10

Customer Success Consulting Demo NPS 10

SurveySensum

MAY 25, 2023

To stay ahead of the curve and continuously improve the customer experience, businesses turn to a variety of customer feedback metrics. As a dynamic sibling of the renowned Net Promoter Score (NPS), tNPS goes beyond traditional surveys and measures customer satisfaction and loyalty at every touchpoint along the customer journey.

Net Promoter Score 52

Net Promoter Score Insurance NPS Touchpoint 52

Gainsight

OCTOBER 23, 2019

And, when we went about building our own customer success function we started asking around for the products that we needed in our CS stack. I kept a running list in a document, ready for us to evaluate what we would use for our team. Communication/Customer Engagement. CSAT/Feedback/NPS. Adoption/Onboarding.

Customer Success 60

Customer Success 2019 2011 2009 60

SmartKarrot

JANUARY 6, 2021

Save time across functions : Users also can save time, reduce effort, and uncover customer insights. Spend less time following up with customer touchpoint management insights. These categories are the kinds of interactions that happen with a customer. Tactical information can be captured or NPS can be calculated.

Touchpoint 10

Touchpoint Customer Success Technology Management 10

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In Read more about how NPS works here.

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54

Gainsight

NOVEMBER 18, 2019

Can we uncover the right insights? In B2C, no one questions how to go about getting customer insights—you just go talk to them, observe them, do the research. We’ve got plenty of data, surveys, and NPS comments, and a whole squad of subject matter experts on call—there’s no need to get live customers involved, is there?”

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9

SmartKarrot

MAY 31, 2022

Accurately document client interactions while adhering to varying service levels across advertisers. Work alongside the Account Strategy team to help deliver quantitative and qualitative strategic insights for advertising partners. Build and maintain strong relationships and be seen as a trusted advisor by the customer.

Customer Success 3

Customer Success Advertising Customers Document 3

Help Scout

JUNE 22, 2021

Here are a few customer service statistics that serve to emphasize just how paramount excellent customer service can be for your bottom line: 68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. Bain & Company ). Salesforce Research ).

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

inQuba

APRIL 4, 2023

C-suites should be benefitting from CX teams’ deep customer insight to place smart bets and de-risk growth initiatives. Business growth is about new customer relationships, and the CX team understands customers better than anyone. That’s some misalignment! Maps don’t identify or address obstacles.

Customer Centricity 52

Customer Centricity Customer Journey Metrics Competitive Advantage 52

SurveySensum

JULY 14, 2020

He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience. He specializes in operationalizing customer insight to drive better customer outcomes. Arie Goldshlager – Customer Strategy, Customer Analytics, Innovation Consultant.

2020 132

2020 Customer Experience Magazine Consulting 132

Gainsight

APRIL 17, 2019

End-user NPS (admin and decision maker surveys are sent via email). Customer Effort Score. Excluding NPS, in-app surveys will only be presented after a relevant task is completed or a reasonable time has passed and a relevant task has not been completed. Educational: Learning opportunities, webinar announcements.

Engagement 76

Engagement Webinar Document NPS 76

Survicate

MAY 24, 2021

While there are countless methods of collecting customer feedback, some of the most popular ones are customer satisfaction score (CSAT) surveys , customer effort score (CES) surveys , and Net Promoter Score (NPS) surveys. The moment we’ve shipped the folders, feedback from happy customers started flooding in!

Feedback 52

Feedback Net Promoter Score NPS Customers 52

Thematic

MARCH 29, 2020

Customer surveys are useful to keep a pulse on things, to get continuous feedback as you are improving your product, or to quickly get feedback on a specific aspect of your product. If you are in a highly competitive space, companies like ROIRocket provide double-blind NPS surveys via panels to get deeper insights.

Feedback 111

Feedback E-support Metrics Insights 111

Qualtrics

AUGUST 11, 2020

Make content easy to read: When sharing written results, it’s important to remember that your readers are busy and in a hurry to finish consuming your document so they can move on to their next urgent task. There are tools for quickly estimating read time, making this a simple addition to all your documents.

Communication 26

Communication Document Reference Insights 26

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Enthusiastic, engaged customers – Qualtrics recently hosted their annual Insight Summit, the only insight event of its kind.

2015 97

2015 Multi-Channel 2014 CEM 97

ProProfs Chat

NOVEMBER 26, 2021

Customer Interviews are usually conducted with a smaller list of potential customers to reveal the key areas of improvement for a specific product or service. Once you have the data, be proactive with seeking solutions to the problems and document the insights to share with internal teams. NPS In-app Feedback.

Net Promoter Score 52

Net Promoter Score Social Media Voice of Customer Feedback 52

Pointillist

AUGUST 18, 2021

This is not about documenting stuff for the sake of documenting it. This is not about documenting a Bible of journeys. And almost half of all organizations said they track KPIs like NPS ® and CSAT, but have no real way to quantify their impact on business outcomes like cost to serve and revenue. Dan Gingiss: Two things.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

ChurnZero

JANUARY 17, 2020

-Jeremy Jeffers, VP of Customer Success, Untappd. . Prior to deploying a Customer Success p latform, many companies find their CS operations comprised of an endless web of spreadsheets and unorganized documentation. On Uncovering Deep Customer Insights . Customer – CSM relationship . Features adoption

Metrics 72

Metrics Customer Success Insights Webinar 72

SmartKarrot

JULY 8, 2020

One can collect usage data, feedback, onboard users, measure NPS, offer user guidance and insight, and announce new in-app features without the requirement for any engineering resources.?. Pendo allows auto tracking, seamless web to mobile transitions, visitor and account insights, including sentiment analysis.

Document 10

Document Customer Success Events NPS 10

Bold360

DECEMBER 1, 2016

Companies get too fixated on the quantitative side and forget that at the end of the day the experience as it is perceived and described by humans (and customers are humans, not just NPS-score carriers) is fluid and filled with shades of grey. Pete has evaluated and bought three enterprise-grade customer experience software solutions.

Customer Experience 104

Customer Experience Customers Consulting E-support 104

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. This also means focusing on the providers.

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

Eptica

JULY 2, 2019

Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS. Take a holistic view Collecting VoC feedback has traditionally relied on customers filling in surveys. This all points to a need to transform VoC.

Net Promoter Score 62

Net Promoter Score E Commerce ROI NPS 62

Thematic

JUNE 3, 2021

So, you will need to be meticulous about documenting the processes for gathering, storing and retrieving the survey data. Connecting customer data before surveying Another approach is to transfer the data you already hold to the survey software provider alongside contact details. Wootric Strengths: A great NPS tool!

Measurement 62

Measurement Customer Experience User Experience Feedback 62

Lumoa

JUNE 22, 2021

Long track record with gathering insights and operationalizing improvements based on voice of the customer, establishing customer insight programs, and working strategically and operative with CX and customer journey management. And this is where it starts.

Customer Centricity 83

Customer Centricity Insights Hotels Customer Experience 83