Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. But, once you begin to look into customer journey analytics at a deeper level things become much less clear.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Totango

DECEMBER 3, 2020

If a customer is using the features that will bring them value, their satisfaction rate is likely to be high. . Onboarding / Training (Cited by 30% of Respondents): As the first stage in the customer journey, onboarding revolves around educating the customer on how to proficiently use your product.

2020 64

2020 Customer Success Net Promoter Score Document 64

Gainsight

DECEMBER 21, 2023

Early-stage companies have started to create a decent customer base. However, they’re constantly iterating—the product roadmap is in flux, and the customer base is in flux. The earlier you bring in Customer Success , the easier it is to tackle those challenges. Here are the highlights.

2023 52

2023 Customer Success Culture Roadmap 52

inSided

OCTOBER 1, 2022

These were some of their top challenges: Fractured customer experience : Customers need to visit different places to access content, with low navigability of available resources and a jarring gap between the pre- and post-sale customer experience. Or, simply put: create one place for your customers to go.

Document 52

Document Customer Journey Customer Success Events 52

inmoment

JANUARY 21, 2020

A CX charter is a set of statements about a company’s aspirations and its customer journey. If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Step 2: Audit Your Customer Journey.

Roadmap 52

Roadmap Customer Experience Document Customer Journey 52

Gainsight

MAY 4, 2023

So, instead of being focused on Support, a Community should be a pivotal strategy in your Customer Success journey, driving real business results and value for the customer — not simply vanity metrics like member growth or number of posts. And finally, it’s about the customer experience.

B2C 52

B2C Roadmap Books Travel 52

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journey 43

Customer Journey Events Metrics Government 43

Gainsight

AUGUST 26, 2022

We now must deliver a cohesive experience along each step of the customer journey, including when they talk to the CS team and when they are engaging with the product itself. To create these elevated customer journeys and experiences, both CS and Product must share the same vision and North Star metrics. .

2022 52

2022 Customer Journey Customer Success Roadmap 52

inmoment

JANUARY 21, 2020

A CX charter is a set of statements about a company’s aspirations and its customer journey. If you’re looking to shake things up in 2020, checking this living document is a great first step for seeing where your organisation has been and where it could go from here. Step 2: Audit Your Customer Journey.

Roadmap 40

Roadmap Customer Experience Document Customer Journey 40

Customer Alignment

MARCH 2, 2018

Although she came from a customer facing sales environment, she sought guidance on how she might hit the ground running if she decided to take up this new role. Over the first 30 days populate this artefact with your key findings, thoughts and hypotheses about the delivered customer proposition and the customer experience.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

ViiBE Blog

AUGUST 18, 2021

It’s easy to get caught up in the numbers, sales figures, and other business-related data and forget that in the end, it’s all about the customer. A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate.

Customer Centricity 52

Customer Centricity Net Promoter Score 2021 E-support 52

CustomerSuccessBox

JUNE 8, 2021

Responsibilities of a Director of Customer Success. Optimize Customer Journey and Drive Value. Design and implement best practices for delivering predictable customer success outcomes and thereby being instrumental in building long-term strategic relationships with customers. Lead Cross-Functional Team.

Customer Success 52

Customer Success Metrics Roadmap Leadership 52

ProProfs Chat

JANUARY 17, 2020

You need to present content that helps your customers get answers to their questions. Make sure you do not pitch sales. With your targets in place, the next step is to assess and evaluate your sales process. Get your sales team into action to list the most powerful influencers and identify targets with decision making power.

Customers 107

Customers Customer Journey Presentation Brands 107

Natalie Petouhof

OCTOBER 12, 2016

Tweet The Customer Experience (CX) Services Global List acknowledges leaders in driving customer experience excellence in organizations. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. Create strategy and technology roadmap  .

Customer Experience 45

Customer Experience Customer Journey Mapping Consulting Roadmap 45

SmartKarrot

MARCH 17, 2023

Creating customer lifetime value through the definition of the customer journey, the implementation of programmes to support driving business value with customers, the accomplishment of customer goals, and team collaboration to find and explore opportunities for customer growth.

Customer Success 19

Customer Success Roadmap Customers Document 19

Pointillist

SEPTEMBER 26, 2018

To take your customer experience measurement program to a level where it starts producing actionable results, you need to measure the right things within the context of the customer journey, and make use of those customer experience metrics in the best way possible so your company can benefit from the insights.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

SmartKarrot

APRIL 26, 2022

Increase customer lifetime value through higher product adoption, usage, customer satisfaction, and overall health scores. Define and drive the ideal customer experience in close partnership with senior leadership across Product, Engineering, Marketing, and Sales.

Customer Success 19

Customer Success Roadmap Customer Service Representative Leadership 19

SmartKarrot

DECEMBER 14, 2022

Role: Director of Customer Success Location: Remote, United States Organization: AffinityX As a Director of Customer Success, you will achieve channel partner support objectives by contributing information and recommendations to media plans and reviews. Coach, manage, and grow the Customer Success team as they scale.

Customer Success 19

Customer Success Roadmap Document Customers 19

Amity

OCTOBER 12, 2017

I’ve created a comprehensive yet simple approach that you can use to avoid many of the mistakes that I made and double down on the best strategies that the Customer Success community has implemented. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey.

Customer Success 61

Customer Success Net Promoter Score Customer Journey Metrics 61

Retently

AUGUST 26, 2019

How to get actionable customer feedback. Before we start, though, here’s one thing you should keep in mind – customer feedback has to be collected and segmented for every step of the customer journey. Your customers might feel a stronger bond with your brand, which could improve their loyalty.

Feedback 94

Feedback Social Media Net Promoter Score NPS 94

Amity

OCTOBER 12, 2017

I’ve created a comprehensive yet simple approach that you can use to avoid many of the mistakes that I made and double down on the best strategies that the Customer Success community has implemented. That said, this model doesn’t mean that you don’t start hiring until you’ve fully defined your customer journey.

Customer Success 49

Customer Success Net Promoter Score Customer Journey Metrics 49

SurveySparrow

OCTOBER 2, 2020

Product Marketing Tool #2 Productboard: It is a product management system that helps product marketers to understand what users need, build them accordingly while creating a roadmap for it. The product marketer can create a roadmap of the features that the product will contain and share it with the stakeholders. from scratch.

Marketing 59

Marketing Multi-Channel Feedback E Commerce 59

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most. Conquer Your Success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most. Conquer Your Success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

CSM Practice

OCTOBER 10, 2018

Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status-quo, and a roadmap of milestones to implement improvements. In one case I found that the customer engagement model was neglected the most. Conquer your Success.

Customer Success 49

Customer Success Chief Customer Officer 2019 ROI 49

SurveySparrow

FEBRUARY 29, 2020

There are departments like sales and customer care which are not part of the product team but are more likely to interact with the customers on a more personal level. Why not include them in the product experience as well because they would have a lot to offer since they would have spoken to thousands of customers over time.

Feedback 72

Feedback Document Customer Journey Mapping Presentation 72

SmartKarrot

OCTOBER 5, 2023

Best practice is to understand and document customer goals. This way you can assess expected customer usage versus the actual usage. Offer Tailored Solutions Rather than generic upsell or cross-sell pitches, focus on customized solutions tailored to your client’s unique needs. Want a roadmap? Celebrate them.

Workshop 10

Workshop Customer Journey Mapping Customer Journey Feedback 10

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. This could mean that your customer isn’t realizing the full value of your product. .

Metrics 72

Metrics Customer Success Insights Webinar 72

SmartKarrot

JANUARY 13, 2021

Role: Vice President of Customer Success Location: Remote, New York City Metropolitan Area, US Organization: Ceros As a Vice President of Customer Success, you will increase Customer Publish rates and expand users and use cases at existing clients. Map customer journey from adoption to mastery of the Ceros Ecosystem.

Customer Success 10

Customer Success Document Metrics Consulting 10

ChurnZero

JULY 12, 2019

This is linked to a) the kind of solution you offer, b) your product roadmap, c) your customer success program, and d) your user experience. Some applications are highly engaging and users access them on a daily basis for a long period of time (their customer lifetime cycle). Your roadmap can partially influence that.

Customer Success 75

Customer Success Roadmap Metrics User Experience 75

SmartKarrot

JANUARY 5, 2021

Apply here: [link] Role: Director, Customer Success Location: Redwood City, CA, US Organization: TigerGraph As a Director of Customer Success, you will be responsible for mapping customer journeys according to business goals throughout the onboarding and deployment process. Onboard and coordinate training customers.

Customer Success 10

Customer Success Consulting Roadmap Government 10

CustomerSuccessBox

DECEMBER 4, 2018

According to Paul Reeves , CEO of Customer Kaizen , which helps tech companies leverage Customer Success profitably, the first step is to understand what the customer wants to achieve, how they measure that, and then ensuring the subsequent steps are designed to deliver and track that.

Customer Retention 40

Customer Retention Customer Success Metrics Presentation 40

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

DECEMBER 22, 2021

Role: Director of Customer Experience Location: Boulder, CO, US Organization: Red Dot Storage As a Director of Customer Experience, you will oversee strategy for enhancing the customer experience across all touchpoints on the customer journey. Enable the client to maximize their investment in the platform.

Customer Success 3

Customer Success Roadmap Touchpoint Metrics 3

CSM Practice

DECEMBER 14, 2020

Irene Lefton is a customer success executive and evangelist who is passionate about start-ups. Typically she joins a company in the early stage and helps start-ups build out their post-sales function, including support and professional services, customer success, training, and managing renewals. . What is a 90-day plan?

Customer Success 80

Customer Success Roadmap Presentation Document 80

Survicate

MAY 24, 2021

CRM integrations: You can feed your survey responses to Intercom, Hubspot, ActiveCampaign, Klaviyo, or any other customer relationship management system to set up automated triggers and follow-up messages. Step #2: Feed customer feedback into your product roadmap. You only need to find what works best for you and your team.

Feedback 52

Feedback Net Promoter Score NPS Customers 52

Gainsight

NOVEMBER 18, 2019

Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused. The reality is, B2B customer journey mapping is uniquely tough. Whose journey are we mapping? Isn’t the journey actually circular?”. Minimal impact.

B2B 9

B2B Customer Journey Mapping Touchpoint NPS 9