Customer Bliss

JULY 26, 2018

When first starting in your new #CX leadership position, form supportive partnerships. Around the 2-year mark, after William spent more time working together with his team and agency partners, they started to flesh out agency roadmaps to clarify roles and communication processes. CX #CustExp Click To Tweet. About William Chumley.

Government 111

Government Chief Customer Officer Roadmap Document 111

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). If you aren’t getting their feedback, you are sticking your head in the sand. How to get started?

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

ChurnZero

JANUARY 8, 2021

With their visibility elevated, Customer Success leaders stepped up to carry the weight of their fellow revenue-driven teams and prove their value within the broader organization. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

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

Amity

JULY 18, 2016

A Customer Success Organization provides you with: Clear visibility of customer health and happiness. Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Culture & Leadership.

Customer Success 66

Customer Success Metrics E-support Leadership 66

CSM Magazine

NOVEMBER 9, 2022

In this new executive leadership role, Davies will work directly with Calabrio customers and prospects to prioritise customer-first contact centre strategies enabled by engaged employees and elevate their use of technology to better leverage deep VoC data and insights.

Marketing 52

Marketing Contact Center Roadmap Leadership 52

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. This job description should clarify what customer experience excellence is all about.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

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

Amity

JANUARY 30, 2018

There is a real need for Customer Success to work beyond the “current issue” and look at the customer relationship holistically in the long term. Partner with the customer’s senior leadership to communicate your organization’s value. Communicate your product roadmap regularly.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

Amity

MARCH 19, 2014

A Customer Success Organization provides you with: Clear visibility of customer health and happiness. Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. C ulture & Leadership.

Customer Success 54

Customer Success Metrics Leadership Customer Satisfaction 54

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. Control over the customer experience.

2023 52

2023 Customer Success Culture Roadmap 52

ClientSuccess

JUNE 1, 2022

Unfortunately, while these are all not directly related to customer success or customer relationship management, the CSM is on the front lines of these relationships and is often looked to as the leader in all things customer churn. How to prevent customer churn.

Roadmap 52

Roadmap Webinar Customer Relationships Customer Relationship Management 52

Amity

JULY 18, 2016

A Customer Success Organization provides you with: Clear visibility of customer health and happiness. Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

A Customer Success Organization provides you with: Clear visibility of customer health and happiness. Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

A Customer Success Organization provides you with: Clear visibility of customer health and happiness. Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

Amity

JULY 18, 2016

A Customer Success Organization provides you with: Clear visibility of customer health and happiness. Stronger customer relationship and higher strategic and partnership discussions. Overall increased leadership value in the eyes of your customers and partners. Culture & Leadership.

Customer Success 48

Customer Success Metrics E-support Leadership 48

ChurnZero

DECEMBER 21, 2023

However, the process never stops, so when there’s a customer need that you don’t get to the first time around, come back around and prioritize it the second time. Maybe, just as our product teams create a roadmap of future product features, we should have a similar roadmap of improvements to our customer experience.

Sales 52

Sales Customer Success Webinar Tourism 52

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. ” – Shep Hyken.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Gainsight

AUGUST 31, 2020

Gainsight has helped ServiceChannel further enrich their customer relationships and improve their CS motion. Their commitment to understanding the real voice of the customer is reflected in ServiceChannel’s position as a category leader and their most recent survey results. .

NPS 52

NPS Roadmap Chief Customer Officer Customer Success 52

PeopleMetrics

JANUARY 25, 2018

An often overlooked area of compliance that comes into play with NIST 800-171 standards is the Customer Relationship Management ( CRM ) system. Cloud providers should be performing SOC audits and providing NIST certifications to higher education institutions, so that the compliance burden is shifted to them.

Government 78

Government Document Customer Relationship Management Information 78

Gainsight

DECEMBER 12, 2022

Implementing that plan with an at-risk customer is the battle to keep/win the customer. In today’s complex operating environment, the risk to a customer relationship is a composite of multiple occurrences (leadership change, non-responsive customer, etc.) Designing a Risk Management Process .

Leadership 52

Leadership Roadmap Customer Success Download 52

Amity

MAY 19, 2017

How can video marketing channel the powerful Customer relationships that your Customer Success team has worked so hard to establish? Fitbit is a company built on data, with tens of millions of customers. Why it’s so great: Customer centricity. Telegraph Media Achieves Leadership Through Digital Diversity.

Magazine 57

Magazine Roadmap Customers Customer Success 57

inmoment

JUNE 1, 2020

The global pandemic has led to a shifted relationship between businesses and their customers. Globally, brands have grappled with how to navigate through these turbulent times and emerge with customer relationships intact. These kinds of actionable insights will inform your business roadmap and propel your brand forward.

Customer Experience 69

Customer Experience Feedback Insights NPS 69

Waypoint Group

MARCH 20, 2019

USHistory.Org explains, “Thanks to the matchless leadership of Benjamin Franklin, the dire fear of fires expired in Philadelphia which became one of safest city’s [sic] in the world in terms of fire damage.” And so it goes with Customer Success. And if you or your leadership is concerned by the transparency (e.g. “We

Engagement 40

Engagement Customer Engagement Feedback Leadership 40

SmartKarrot

JANUARY 21, 2022

Work closely with product leadership to help deliver roadmap feature requests across the entire customer base. Enable the customer success team to have the proper marketing and design resources necessary to build client-facing collateral and end-user training materials.

Customer Success 19

Customer Success Multi-Channel Roadmap Leadership 19

West Monroe

APRIL 3, 2023

Customer service: On the consumer side, utilities are enhancing their Customer Relationship Management (CRM), CIS, and Interactive Voice Response (IVR) platforms to get more comprehensive information about customers and provide higher levels of service.

Management 52

Management Government Technology Roadmap 52

SmartKarrot

OCTOBER 11, 2022

Creating and maintaining regular project status reporting for internal stakeholders and leadership. Monitor and report out on customer usage and health, developing proactive strategies for driving continued user adoption, retention and growth. Drive and build repeatable processes in the SMB and MM book of business.

Customer Success 19

Customer Success Customer Journey Mapping Roadmap Presentation 19

SmartKarrot

OCTOBER 29, 2021

Role: Director, Customer Success Location: Remote, United States Organization: Unite Us As a Director of Customer Success, you will build and maintain strong, long-lasting customer relationships with key stakeholders and executive sponsors by becoming a trusted expert in Unite Us. Apply here: [link].

Customer Success 19

Customer Success Roadmap Metrics Customers 19

ClientSuccess

APRIL 7, 2017

While all of these customers may be looking for something different from a product, 1:1 customer relationships should be founded on mutual trust and respect. These built-to-last relationships are the secret ingredient to customer growth , retention, and even 2nd Order Revenue, which we’ll discuss below.

ROI 40

ROI Customer Success Roadmap Customers 40

SmartKarrot

APRIL 14, 2022

Role: Vice President of Customer Success Location: Atlanta, GA, US Organization: TechBridge, Inc. As a Vice President of Customer Success, you will deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests.

Customer Success 19

Customer Success Roadmap Customers Sales 19

SmartKarrot

DECEMBER 3, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Robert Walters As a Vice President of Customer Success, you will work with the leadership team to define CS metrics and develop systems to effectively track these.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

SmartKarrot

AUGUST 24, 2022

Role: Director of Customer Success Location: Westborough, MA, US (Hybrid) Organization: Connectbase As a Director of Customer Success, you will ensure customers derive maximum value from the Connectbase platform and utilize it to its fullest capability.

Customer Success 19

Customer Success Roadmap Leadership Books 19

SmartKarrot

NOVEMBER 7, 2022

Role: Associate Director, Customer Success Location: Greater Boston, United States (On-site) Organization: Saama As an Associate Director of Customer Success, you will drive the overall customer relationship forward and drive product penetration and consulting services revenue in customer engagements.

Customer Success 19

Customer Success Roadmap Leadership Government 19

SmartKarrot

JANUARY 5, 2021

The trust and following of over 27,000 members in the Customer Success Community on LinkedIn is just the tip of the iceberg for Mikael. He is the Executive Director at The Customer Success Association and as the Director/Analyst of Mikael Blaisdell & Associates Inc. , Peter Armaly. James Scott. as a Coach and Advisor respectively.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

AUGUST 17, 2022

Build and foster relationships with all contact levels, with emphasis on value-added relationships with executive and senior leadership. Manage the customer through the lens of the customer journey achieving all milestones along the way. Proactively manage customer health and engagement to mitigate business risk.

Customer Success 19

Customer Success Seminar Roadmap Customer Centricity 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

NOVEMBER 2, 2022

Develop and maintain c-level executive relationships to expand the footprint within client hierarchy. Provide thought leadership by leveraging technical tools to understand client performance, present business cases, and consult on recommended solutions and strategy.

Customer Success 19

Customer Success Multi-Channel Social Media Roadmap 19