Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Who are your at-risk customers? Before you can develop a strategy around at-risk customers, you first need to identify them. Review milestones along the customer journey.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

SurveySparrow

JUNE 20, 2023

What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way. That’s precisely what a Customer Experience Dashboard is. Excited to know what a CX Dashboard gives?

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

CCO Council

NOVEMBER 2, 2017

Customers with the best experience generate 140% more revenue. Digital transformation enables greater customer engagement, and therefore greater revenue. What is the business value of an improved customer experience? How are you demonstrating the ROI of your customer initiatives and CX programs to your CEO?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Education Services Group

MAY 28, 2021

If they share the management of the customer relationship with the CSM during the sales process, the CSM can help support the customer early on and even assist in a quicker sales conversion. Be sure to tap each one to get a full picture of the customer’s larger objectives and how to prioritize each one.

Customer Success 98

Customer Success Document Sales Customers 98

Magellan Solutions

OCTOBER 23, 2023

Inbound focuses on responding quickly to customer inquiries; outbound focuses on reaching potential customers and converting them into loyal clients. We’ll explore the secrets of inbound and outbound telemarketing, the engines of customer engagement and sales conversion. Have a confident and engaging delivery.

Customer Centricity 52

Customer Centricity Customer Satisfaction Loyalty Sales 52

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. Given that new sales will likely decrease, there has never been a more crucial time to support your existing customer base. What is ‘The Build Trap’?

Roadmap 59

Roadmap ROI NPS Customer Success 59

ChurnZero

SEPTEMBER 20, 2019

Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. Deliver high value outcomes that create hard ROI and real impact on your customers’ business. Make sure they’re onboard with this roadmap. Q&A Recap.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Totango

DECEMBER 3, 2020

By maintaining loyal customers, you can increase customer value and put clients on the road toward brand advocacy. Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Document and Share Customer Data .

2020 64

2020 Customer Success Net Promoter Score Document 64

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement.

Social Media 62

Social Media Feedback NPS Insights 62

Optimove

NOVEMBER 7, 2019

I want to invest my time in making it a solution that works not only for me but also for my colleagues who use it,” said the Customer Retention Manager of a huge undergarments vendor. Furthermore, timing it around the middle of Q4 allows us to incorporate feedback into next year’s roadmap. Interactivity is Key.

Roadmap 64

Roadmap 2020 Customer Retention Feedback 64

Think Customers

MAY 13, 2020

Here are three takeaways from the discussion that are essential for providing meaningful engagement in this very different looking world. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too. 1: Employee experience is a necessity. 2: Embrace change and charge.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

SmartKarrot

OCTOBER 10, 2022

Build meaningful and strong relationships with Diagnostic Robotics’ customers that result in long term and enterprise wide partnerships including the selling of new product capabilities. Manage complex, cross functional customer implementations for new product deployments. Present in-person and web demo training sessions.

Customer Success 19

Customer Success Seminar Roadmap Healthcare 19

ChurnZero

JANUARY 10, 2020

As Chief Customer Success Officer, Lisa will represent the voice of the Forcepoint customer, working cross-functionally to reimagine how leading cybersecurity companies should engage with their customers. I love Mimecast’s customer-first approach to doing business. Who else would you add to the list? . .

2020 52

2020 Chief Customer Officer Customer Success Leadership 52

Gainsight

JUNE 11, 2021

The results are increased engagement, increased productivity, and better solutions. Your Customers Need You to Put Yourself First: Listen to Them! Manager, Customer Success at Slack and CEO of Customer Success Network at Slack. Major Takeaways: “Customer education activates customer success.”

Chief Customer Officer 91

Chief Customer Officer Customer Success 2021 Customer Centricity 91

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveySensum

SEPTEMBER 12, 2023

One of my friends, James, uses customer feedback software to create and launch surveys, aiming to gauge his customers’ feedback. After a successful campaign launch, he was promptly presented with an in-app survey asking, “How was your experience with our software today?” But, what are In-App Surveys?

User Experience 52

User Experience Feedback Touchpoint Insights 52

Retently

MAY 2, 2023

Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap. In addition, every department, be it customer success, product, or support teams, can leverage them by triggering survey campaigns at specific stages in the customer journey.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? Phase 1: Customer-Feature Impact Analysis.

Roadmap 59

Roadmap Customer Success Customer Centricity Presentation 59

delighted

DECEMBER 10, 2019

Understanding how ROX works and the importance of mapping enhanced customer experience to your business’ operating objectives can help you present a strong case for why measuring, managing, and acting on customer insights benefit your brand in some surprising ways. Expected Customer Experience (CX) impact on loyalty.

ROI 40

ROI Measurement Customer Experience Metrics 40

Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. I sat down with Ajay Agarwal , Partner at Bain Capital Ventures, and he put it very well: “The way Product is talked about in the boardroom today reminds me a lot of how customers were talked about ten years ago.

Metrics 45

Metrics Presentation NPS Roadmap 45

SmartKarrot

AUGUST 17, 2022

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. Apply here: [link] Role: Customer Success Manager Location: Remote, United Kingdom Organization: Trimble Inc.

Customer Success 19

Customer Success Seminar Roadmap Customer Centricity 19

Gainsight

OCTOBER 22, 2018

Aptrinsic is a product-led growth solution that delivers powerful analytics and in-product engagements used to increase adoption, retention, and expansion in B2B companies. The software enables digital products to increase trial conversions and accelerate return on product investments to help drive customer retention.

Roadmap 40

Roadmap Financial Customer Success Government 40

SmartKarrot

AUGUST 19, 2021

Role: Customer Success Director Location: Remote, Dallas, TX, US Organization: Persado As a Customer Success Director, you will maintain the customer success plan including maturity roadmap, key milestones, and value realization journey. Oversee and assist with the creation of internal and external presentations.

Customer Success 19

Customer Success Roadmap Consulting ROI 19

ChurnZero

DECEMBER 20, 2019

And be prepared to offer real numbers (additional revenue, increased engagement , and satisfaction) as part of your pitch; make sure your leadership understands the real value behind the vision. . . Jay Nathan , Founder & Managing Partner, Customer Imperative . James Scott , VP of Customer Success, ShootProof .

2020 80

2020 Customer Success Chief Customer Officer ROI 80

Customer Alignment

OCTOBER 2, 2017

Armed with an intrinsic belief in the business value of Customer Experience excellence, they’re putting the funding, processes, and strategy in place to overcome these hurdles. As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.”

Customer Experience 40

Customer Experience Customer Centricity Customer Journey Voice of Customer 40

ShepHyken

MAY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers. Here are my top five picks from last week.

2023 13

2023 Article Customer Service Loyalty Programs 13

ClientSuccess

JULY 23, 2019

If I were asked to implement a CS program today, the first thing I’d do is define what success looks like (both internally for our company and externally for our customers). Internally – define customer retention rates, understand who your reference-able clients are, map out customer lifecycles and journeys within your organization.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

Call Center Pros

AUGUST 27, 2018

He also writes that, if businesses don’t pursue 1:1 customer care and engagement, they’ll lose business to their competitors. This book will teach you about how to use the power of technology to more effectively grow relationships with customers around the world. What’s the Secret?

Books 40

Books 2018 Customer Service Call Center 40

SurveySparrow

SEPTEMBER 6, 2019

The Customer Lifetime Value of a customer is not found out to increase the number point-blank but to help you build customer acquisition strategies as well as craft a roadmap for customer retention. The way you calculate your Customer Lifetime Value depends on your business model.

Social Media 51

Social Media Metrics Customers Presentation 51

SmartKarrot

MAY 10, 2021

Working on new customer onboardings to map their business needs and design bespoke centered solutions tailored to their use cases and business logic. Collaborate with customers in a highly strategic manner to develop their success roadmap for the first 12 months of adoption and beyond.

Customer Success 10

Customer Success Roadmap ROI Workshop 10

ChurnZero

AUGUST 23, 2019

During the webcast we conducted three audience polls to get a gauge on where attendees were in terms of their Customer Success operations today. We also engaged in a great Q&A session with the presenter, that we wanted to share with you here. Speaker: Jason Conrad, Associate Partner, Customer Imperative. .

NPS 40

NPS Customer Success Sales Metrics 40

SmartKarrot

NOVEMBER 23, 2020

Apply here: [link] Role: Customer Success Manager Location: London, GB, United Kingdom Organization: Cision As a Customer Success Manager, you will be accountable for the overall customer health and experience of a portfolio of customers, which may be subject to changes in client profiles and sizes over time.

Customer Success 10

Customer Success Leadership Roadmap Customers 10

Retently

MARCH 18, 2024

Service survey questions effectively uncover customer expectations, allowing businesses to assess whether they are successfully meeting these benchmarks. Moreover, engaging customers directly for their feedback confirms that their input is valued, which can lead to improved loyalty and higher customer retention rates.

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

SmartKarrot

AUGUST 3, 2020

Customer advisory board definition also includes gathering the champions for your brand to validate the product ideas. The role of advisory board is to help you guide the product roadmap and provide you with the marketing message that would work just right for you. Members from this board are your most loyal customers.

Loyalty 10

Loyalty Brands Roadmap Feedback 10

SmartKarrot

JANUARY 5, 2021

This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, followership, and similar guiding metrics. Without further ado, here is presenting to you our Top 50 Customer Success Influencers for 2021.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

SmartKarrot

OCTOBER 21, 2020

Being proactively engaged with the customers is the key to customer retention. While engaging, you have to have a deeper understanding of your customer needs. Presenting your product features is important. A CSM has to constantly demonstrate the value their product is providing to the customer.

Customer Success 10

Customer Success Innovation Competitive Advantage Customer Centricity 10